Hanrob Pet Hotels - Heathcote
Dog Boarding, Cat Boarding and Doggy Day Care - Waterfall New South Wales

I just boarded by King Charles Calvilier for 14 days and picked her up today. She was bisrded in perfect health with a perfect coat. When I picked her up she was covered in mats. We have to shave her chest, ears and tail. She also smelt and looked like she was laying in urine. In there bill they charged me $22 to bath her which I can say did not happen. I almost cried. I have now washed her and shaved most of her sad o she looks funny. I paid for cuddles and play. If you cuddled her in her state. A) you would wash her. And b) you would do something about the mats. 1/10 Terrible!

Both my beagles repeatedly stay at Hanrob Heathcote when I travel interstate which is on average 5 times a year for at least 10 days each time. Hanrob always advise me of any conditions in the dog boarding such as kennel cough and only once has one beagle ever contracted this. They are quickly isolated and well looked after. The dogs always come home clean, happy, well feed and well cared for. There is a report card which nominates what they enjoyed doing, who their best friend was and if there are any health concerns such as their paws needing a clip or an ear needing a clean. I have found the staff and environs professional, friendly and really helpful.

I am not one to post negative reviews ever. I always give the business a chance to make up for a bad customer experience. But in this case it hasn't happened. My dog Benny stayed there in July/August and on his 2nd day there he was victim of an "incident" which resulted in him having two surgical procedures to cut off part of his tail! The first procedure was because his tail got caught in the door of his cage after a staff member closed the door, and the dog next door proceeded to bite the tail as my poor boy was probably yelping in agony and nobody came to help him. The damage was so bad they had to cut part of his tail off - they waited several hours before giving him any pain relief after the "incident" as they call it. Then 10 days later his tail wasn't healing properly and he was back in the kennel and rolling in the dirt so he had to undergo ANOTHER partial amputation of his tail!!! I was overseas at the time, with huge time difference and it was very hard for me to know what was going on. I kept checking my phone at night to find out how my boy was doing. I had to request updates and photos almost everyday, when they should have been sending me reports every day automatically! And the photos were incredibly blurry and didn’t really show much of his life there - I had to pay an extra $96 for the “stay connected” photo package, to get photos twice a week. By the time he checked out and was brought back to my vet, he was covered in blood from wagging his unhealed tail in the van from Hanrob, and had lost 6 kg (20% of his weight). He also seemed to have lost his voice - his bark is different, like someone with a sore throat. What the hell happened there? Hanrob never sent details of what was done to the tail so my vet has been checking it every week to make sure this time it heals properly. It's been over 4 weeks and what's left of his tail is still not fully healed and his "voice" hasn't come back. Seriously, I know there are good reviews out there, I myself had a great experience in March but this was an absolutely nightmare and I feel like the worst pet parent ever for having sent him to that hell hole!!! PS: the staff I communicated with were delightful but I suspect their managers didn’t encourage or give them the opportunity to keep me informed properly nor to look after Benny like he should have been. So all my gratitude to Jess and Brenna but shame on Hanrob as an uncaring, money-making business.

I'll never leave any of my dogs there again. 5 of our dogs stayed there for one night. All came home with kennel cough and gave it to my son's dog. Emailed service. Heard nothing. My son went out the back and said it was disgusting, dog poo in food bowls, kennels dirty.

Unfortunately this place has not cleaned up its act. My dog stayed here for 10 days and was permanently blind afterwards. She also was not washed and covered in sperm from whatever situation she was left in. Place ensure you look at the conditions your dogs are sleeping in as they don't show you. Do not leave you dog here. It is a hell hole.We went to court as they refused to pay the 7000 in vet bills. The vet report said this is the worst case of neglect every to come out of a kennel he had ever seen in his 40 years of being a vet.

Second time my dog has stayed there, first time he was there four nights came back looking like he had lost a bit of weight. He had kennel cough. This time he was there for seven nights he is that skinny that I cried when I saw him. He looked incredibly sad. He also has laryngitis. Just got back from the vet, he got a needle now on antibiotics. He lost a third of his weight. Clearly the luxury package is not that at all. I’m in shock they didn’t inform me he wasn’t eating when they sent me an email of pictures of him on his walk. I have read other similar reviews, I just wish I did my homework more, but when your vet recommended them you put your trust in them. My vet now knows as they can see for themselves and they were shocked how skinny he was....well his bones are protruding. Never again will I go there. Oh and I did sent them an email there response was ‘he is just not suitable to this sort of environment’’. Care factor = Zero to them..

We checked our dog Chico (Toy Moodle) into the Hanrob Heathcote centre for 1 week. Whilst we were away, I enquired to ask how he was and was told Chico has settled into the "hanrob life of eat, sleep, cuddles and social". When we went to pick him up, Chico had lost 1 kg (20% of his body weight. He's now only 4kg!) He looked extremely sad, drowsy and was limping. The supervisor told me he bled quite a bit from the cage. Chico stank as well. They did not give him a bath as promised. Instead they sprayed him soaking wet with some air freshener or deodariser. It made his eyes water for one week. Took us 3 washes throughout the week to get rid of the sticky spray and smell. I can tell Chico had a traumatic time. Extremely dissappointing and terrible exprience.

We checked our dog Chico (Toy Moodle) into the Hanrob Heathcote centre for 1 week. Whilst we were away, I enquired to ask how he was and was told Chico has settled into the "hanrob life of eat, sleep, cuddles and social". When we went to pick him up, Chico had lost 1 kg (20% of his body weight. He's now only 4kg!) He looked extremely sad, drowsy and was limping. The supervisor told me he bled quite a bit from the cage. Chico stank as well. They did not give him a bath as promised. Instead they sprayed him soaking wet with some air freshener or deodariser. It made his eyes water for one week. Took us 3 washes throughout the week to get rid of the sticky spray and smell. I can tell Chico had a traumatic time. Extremely dissappointing and terrible exprience.

We had to leave our cat, Moose, at Hanrob Pet Hotels in Heathcote for an extended period of time while we travelled overseas for work. The service was excellent - from looking around the hotel prior to booking, to keeping in touch with updates whilst we were away. The staff clearly love the animals and we were comfortable when we had to use the service later in the year when our cat had a broken leg and we had to travel. Clean, accommodating and great customer service.

very disappointed by their service certainly wont recommend this pet boarding for your loved pets.