Sydney Pet Resort
Dog Boarding - Londonderry New South Wales

Hi Mariette, Thanks for taking the time to write a review for our business, we’re sorry to hear your experience with us was negative. Milah was a pleasure to mind and had a lovely time with us as you saw from the photos & videos we sent you & put on our Facebook page. We would have been really grateful if you read the information that was on our website, online booking system & in the 2 boarding confirmation emails that were sent to you prior to check in as we feel a lot of your questions & concerns would have been addressed prior to Milah’s stay. The additional charges you mention totalled $6 for additional meals that you requested but didn’t select when booking online yourself. The prices are listed on our website & also in our online database. We offered to waive the $6 when this upset you so much on arrival. We’re sorry to hear Milah came down with kennel cough, we are very upfront with all clients about kennel cough & it does go through kennels, vet clinics etc from time to time, just like when someone has a cold at work and passes it around to other staff. Unfortunately a dog brought it into our facility & despite our thorough decontamination procedures on a daily basis with veterinary grade products, some dogs do still contract it despite being healthy & vaccinated. We do mention this multiple times in our written information that we sent you including a check box (that you ticked) in our terms at conditions at time of booking to please understand that a healthy, vaccinated dog can still contract kennel cough. As the business owner, it is a very frustrating situation for me to be in if a dog brings in an infection or virus, the last thing we want is for a dog to become ill during or after their holiday or pass it on to our other guests. We conduct thorough, documented nose to tail health checks on every dog on arrival & departure including 20 photos so we can examine the health condition of each dog prior to their stay. You threatened to sue our business when you arrived at check in before we even had Milah in our care, you started at least 10 sentences with “I demand” & you brought one of my staff to tears by the way she was spoken to. We hope you can find somewhere that better suits your needs.

Hi Elena, Thanks for taking the time to write a review for our business, we’re sorry to hear your experience with us was negative. As discussed over the phone & via SMS, Lola was an absolute pleasure to mind & had a lovely stay with us. As noted in our departure health check which includes 20 high resolution photos of each individual body part, she had 3 superficial scratches on her leg that were sustained during play & didn’t require veterinary treatment however they were cleaned & sprayed with antiseptic spray & healed well. I apologise that my staff member did not talk to you about the scratches on departure, it is our procedure to discuss this. We’re sad & surprised that you would write a one star review over this when her month long stay with us was a very positive experience as you knew from our regular facebook photos & frequent SMS messages to you whilst you were overseas. She was healthy & happy during her stay & she certainly wasn’t mistreated in any way. I wish you all the best in finding a kennel that better suits yours & Lola’s needs.