Pet Hotel Hadley — Local services in Hadley

Edited to add: no response whatsoever, my dog got kennel cough (never got it ONCE after boarding several times prior to these owners), no follow up on all my dogs missing belongings. DONT GO HERE. Not worth it.

We will likely not be utilizing Pet Hotel Hadley in the future. I’ve learned it’s different owners from when we use to attend and love Pet Hotel which makes sense in regard to the drastic changes in customer care. In April 2024 I wrote a review of my experience. I had opted for an exit bath and upon arrival, they had “forgotten”. I deleted my review as I thought maybe I was being too uptight. (The girl that handled this mistake was very rude which triggered the review… not the mistake). One thing different in 2024, they almost never answer their phones. If you leave a message, they will never get back to you. You have to email their email and even then, they say they will do something and don’t. (See attached). I called for an update for my dog a few days in. No one answered multiple times. Finally left a message. No one called back. I emailed saying I would like an update a couple days later…anything was fine. Just send me some smoke signals. (Literally said that) They emailed back that he was “doing great!” & they would send pictures ASAP. Never did. While pictures aren’t necessary or expected, don’t say you’re going to do something and don’t after radio silence for almost a week. And while my dog is in your care for several days, you cannot be completely unresponsive. It’s not right in any fashion. I just needed to hear my dog was doing alright. Exit bath was done this time but they lost his belongings which begs the question of whether he had his belongings with him at all the whole time. How did he have a leash and harness he came with, but none of his other stuff? I always baggie our food and label them “breakfast 8/2, lunch 8/2 etc etc” and I always label and pack extra bags of food in case we are stranded out of state, and that didn’t come back as well. What was my dog eating all this time? Front desk staff was very nice this time - zero complaints. But I want to know where my dogs stuff is. Particularly his 8 year old toy that he carries with him everywhere. Anyway- maybe daycare is better? But 2 times now boarding it’s been an unresponsive sh!t show and we will be seeking other options. It’s definitely not the same as it was when we last frequented this hotel. Very disorganized, unresponsive. You have to literally chase them down to give them your money / business. Then you have to chase them down to check in on your dog occasionally. Too much unnecessary stress and makes vacations uneasy. Our pets are our family. So to just straight ignore us for a week is unacceptable. Also- If you read the reviews dating back YEARS the common response (which I too got this time) is that their phone system is undergoing upgrades. How many years are you going to use this excuse? Before 2024 our last time here was 2019. So somewhere between then & now the new ownership must’ve taken place because it was NEVER like...

VERY mixed bag.

This daycare offers less services than others, while still costing the same amount of money, but we wound up here because our first choice was full and our first impression was a positive one. That being said, we’ve always had regrets. The play areas are not particularly big or stimulating for the pups, and we were hoping for a daycare that offered additional training and the option of 1:1 playtime.

Most of the staff are very kind and patient, and you can tell they love what they do and make every effort to help the dogs feel comfortable and cared for. This is what always left us hesitant about switching; our pup always seemed so happy to come to daycare. Though she can be a handful because she has separation anxiety, most of the staff in the play areas were very understanding. The groomer in particular was an absolute sweetheart and does fantastic work!

However, my partner and I got VERY conflicting information about our pup’s behavior. Sometimes we were told she struggled tremendously and often nipped staff because of her anxiety; other times we were told she was as good as gold and gave the staff no trouble at all. What was always interesting to me was that most of the negative behaviors they mentioned have never occurred within our home, at the dog park, in public, or in the training classes she has taken. We were not made to think the harder days had become a huge issue until one day I came to drop my pup off and was told by a manager (D) that she couldn’t stay until she had completed a behavior course, or else they would have to call animal control because of her nipping. This came COMPLETELY out of nowhere and was particularly frustrating given that I made the reservation the week before and my pup had been to daycare several times that week already and was given a positive report each time my partner came to pick her up. There was ample time to communicate with us if things were truly so bad that my pup wasn’t going to be allowed to come to daycare until a course was completed. I found it very unprofessional. Since we’ve been contemplating switching daycares anyway, this just sealed it; my experience was soured.

Overall, while there are some great staff members here, it alternated between being a decent and pretty lackluster experience because of others, which is a shame. I wish I knew the names of all those who did such a lovely job caring for my pup, because they deserve the positive...

I was considering boarding my elderly pug while we went away on vacation at the Pet Hotel in Hadley. Rocky had never been boarded before and he is very hearing and vision impaired so we were obviously very concerned with how he would be treated. I contacted the Pet Hotel in Hadley via email and asked several questions. I asked if I could come tour the facility and ask the staff about their practices. On Wednesday I was told that anytime after 3:00 on Thursday would be good. I informed that that I would be there with Rocky to see their facility right at 3:00pm. They told me that Rocky would need to be up to date with his vaccines (including kennel cough) if he wanted to go out back. I then contacted my vet and got Rocky in right away because I thought it was important to have him see the place himself.

Rocky, my son & I show up at 3:00 on Thursday and are greeted by the person at the front desk. I tell her that we had made an appointment for a tour. She said that we could go out back but Rocky would have to stay out front unless I had proof of his vaccination records. I happily handed her the records from the Vet. She turned, opened the door to the back, and then came out and said that they "don't do tours". What? I told her I had made an appointment for today, at this time, just yesterday. She said "Sorry...we don't do tours."

So...I exposed my elderly dog to vaccines that I might have chosen not to do. I took 1/2 day vacation time from my work. I drove all the way to the location on the date and time agreed upon and get told no tours.

So here is what I saw in the few moments I was there: The front entrance is very quiet. Its seems nice. However when the receptionist just cracked the glass door to go out back the barking was unbelievable. Many, many dogs barking. It was incredibly loud. It seemed totally chaotic. It appears that they have sound proofed the area the dogs are kept in quite well. Why? I don't know. You are best to decide that.

Everything is inside there. The dogs are housed inside all day. Make your own decisions but what I saw in my few minutes there is not at all like what their website described.

Rocky will NOT be staying there, and I would caution all those who really love their dogs to consider an...