Best Friends Pet Hotel — Local services in Lake Buena Vista

I have done a review on the facility before but I specifically logged into my other google account to write another review but specifically about Lilly at best friends pet hotel in Orlando. This past Wednesday I called to make a reservation for my pups; the call center told me my German Shepard wasn’t able to receive and indoor/outdoor holding because he was over 80 pounds; respectfully, I was shocked because we were just there/had the pups at the facility in September where my GS had an indoor/outdoor so I asked her when this policy changed (obviously I understand that companies change policies/etc; I can understand that) she told me it changed this month (October) I was incredibly sad because we LOVE bringing the pups to this facility, we have been since March 2025 and we LOVE it; they’re clean, organized, great communication. So I told her I would have to consult with my partner to see if he agreed to wanting to board there still. He was upset as well because of how many times we have brought the pups there and liked the facility so much. So I called back into the call center, I told her I wanted to look into a reservation but I was curious as to when the policy changed because we were at the facility in September and we were able to have our GS in an indoor/outdoor holding; this representative (this was a different rep than I spoke to the first time) & she told me it has ALWAYS been that way; I immediately became upset because that is simply not true. I asked to speak to a supervisor and she transferred me to Lilly. And as someone who has been in the industry for 10+ years; Lilly is hands down, truly, the best personnel I have spoken to at any company in a long time. She immediately addressed my concern, put my mind at ease, spoke to me like a concerned dog mom for my babies to have the best care. She truly went above and beyond and I couldn’t stop thanking her. My partner is so happy as well, we honestly wish we could do more for her than write a review because she sat on the phone with me for 25 minutes addressing all my concerns, made my reservations letting me know the information I received was incorrect. I couldn’t be more thankful for everything she said and did for me within that time frame on the phone. It may sound silly but I was truly upset. We have had the pups boarding for stay and day care with the facility.

However, I will say this is not the first time I received incorrect information from the call center. There was a question I had not to long ago about my dog and my MIL’s dog being able to be in a holding suite together and I was told no which was so strange (they’re both fixed/up to date with shots) because I remember the rep at the facility telling us different. When I went to the facility and asked them, they asked me who told me no because that was correct information.

I do understand that the call center handles reservations for ALL facilities around the country so it might be tough to remember certain facilities compliance standards however this could jeopardize future clients without the correct information on their end.

I truly hope Lilly receives the recognition she deserves, anytime before this I spoke to her she has been...

⭐️⭐️⭐️⭐️⭐️ A Truly Wonderful Experience!

I don’t usually write reviews, but this one felt absolutely necessary. We were extremely nervous about leaving our animals—especially our Pit, because of a bad experience we had with another company (who I won’t name).

Our boy is very sweet and full of energy. He loves people, but because of how Pits can sound when they bark, people often get nervous—which I completely understand. In the past, other pet resorts haven’t fed him properly or wouldn’t allow toys, so we’ve always been extra anxious about leaving him.

Best Friends was an entirely different experience. Their communication was quick, clear, and transparent from the start. We received updates on all three of our animals, which helped put us at ease. One of the staff members who met our Pit was honest that she felt nervous at first, but she worked with us to understand him—he treat motivated and has a sweet personality—and she handled him so well. She was brave, caring, and patient, and even encouraged us to walk with her to take him back. That meant a lot to us because it showed she cared about him, not just her own nerves.🌟

We loved getting photo updates (totally worth the extra fee!). We can always tell when our pets are genuinely happy—and you could see them get more and more comfortable day by day. They were even able to get baths!

Another thing we really appreciated is the dog park area where you can swing by and visit your pets while you’re on vacation—such a thoughtful option, especially for people traveling from out of state who can’t keep their pets at hotels or Airbnbs.

They were also very transparent about how much the pets were eating, how potty breaks were going, and any small concerns. This was an extra fee as well but worth it for us.

Our cat is super picky and didn’t want to use the litter box at first—I honestly thought I’d have to pick him up early 😂—but the staff stayed patient and in tune with him.

We also have a tiny Daschaund, and usually when we pick him up from boarding his voice is completely hoarse from barking nonstop. This time, his voice was fine! I’m sure he still barked plenty (because that’s him!), but clearly he was attended to and comforted.

The only drawback, just being honest, is that the cat condos could use a little updating—they’re a bit plain and could feel cozier. But honestly, even with that, it’s still five stars from me because the staff were so friendly, attentive, and the space was clean.

Thank you, Best Friends, for taking such good care of our fur babies. We finally feel like we have a place we can trust—and that peace of mind is...

I'm writing a 5-star review for Best Friends Pet Hotel at Disney Orlando, Florida. I want to mention the Center Manager, Leo Reynoso, and give my highest praise for their exceptional pet hospitality operations, earnest customer service, and meticulous attention to my 7-year-old miniature dachshunds' well-being while in their care for six days. I researched the different levels of accommodations offered and scheduled an in-person tour to view the facilities before boarding. I even booked my dog for one overnight stay before his longer stay a few weeks later. I asked the onsite team many questions and participated in email communication with Leo to better understand what to expect.

As a detail-oriented person, I was particularly impressed by the staff's connection to their purpose. The world-class canine concierge staff gave my little dude the attention he needed, and their dedication to their work was evident in every interaction. They followed the printed written instructions (that I had reviewed and initialed) for caregiving and paid attention to the scheduled engagement opportunities such as providing cuddle time, taking him on exploration walks, and storytime. They even rearranged the bedding in his private room to enhance comfort based upon his behavior!

As with most companion pets, they tend not to have an appetite in a new environment, and that was the case for my furbaby. The concierge team kept a keen eye and prioritized incentives to ensure his food/water intake. By the 2nd day, my dog was eating, drinking, and eliminating as usual. By the 3rd day, I could tell my little dude had found comfort in his new routine and enjoyed his exploration walks and storytime with cuddles! I could see from the cameras, which worked very well, that he slept through the night by Day 3 and through Day 6.

I asked for and received frequent communication, which was informative and helped to alleviate my anxiety. The excellent, multiple daily photos and quick videos of my dog during his stay warmed my heart and let me know he was doing fine.

The high-quality boarding care provided by Best Friends Pet Hotel at Disney, Orlando Florida, allowed me to attend an important family gathering with peace of mind. I am truly grateful to the entire team at Best Friends Pet...