Penylan Country Lodge, Chepstow
Value For Money
Penylan Country Lodge, Chepstow
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User Reviews
Thoughtful, Compassionate & Very Patient Staff
My 3 Yr old collie-cross is a rescue dog, who had never been in kennels before. The staff at Penylan took time to encourage her to trust them to take care of her. She started with two doggy day care days, followed by an over night stay. We booked her in for 9 nights when we went on holiday recently & came back to a very happy (tired) dog. She had even had her claws clipped when she'd been shampooed, something she has never been happy with before at the vet. I cannot recommend the staff at Penylan enough. An excellent kennel.
Value For Money
Penylan Country Lodhe Zero Stars
Had hired freedom field as i regularily did for my boys, they changed the rules half way through after getting to the gate and finding it locked once to saying i had to sign in, ok no problem i did this always picked up after my dogs rang through to reception if no bucket to pick poop up with, even found other peoples dog poop and sometimes picked that up too, yesterday i wasnt well ( havent been for a while) and was told by reception gate was open got there gate was closed so sent hubby round to reception then seen a member if staff other side of field so called hubby back thinking they were coming to unlock gate, no they were not, staff member looked at me with the excited dogs and walked away well this made me cross especially as my health is bad, i turn around and the owner is walking towards me with attitude " whats going on" all i said was " your staff told me gate was open and it isnt and then another member of staff came to other gate and stared at me and walked away said that wasnt good for business" he then proceeded ti shout and swear and said " you aint using the field get your f dogs back in your car and come get a refund" this left me shocked and upset, so i sent my husband in the shop to get the refund, who said to him " i hope you are happy now you have made my wife cry" the owner proceeded to shout at my husband and tried to push him out the shop shouting at him and saying get the f out of my shop, this is not proffessional at all i have used penylan for a few years for boarding, for grooming hiring the freedom field and have always been happy with their service, i wont EVER use penylan again to speak to a customer that way when all it needed was an apology and for his staff to have better communication between each other in the first place then it wouldnt have happened but the person who was unproffeasional and RUDE was the OWNER i will take my dogs and cats elsewhere and i warn others to be careful of the owner. Me nor my husband swore or shouted at him until he did at us then tempers flared , its made me feel very unwell as im in poor health since catching covid in march 2020 i did not need that type of treatment
Value For Money
Zero Stars
The attitude of the new management is shocking. Be aware that if you dare to disagree or challenge then you will be sorry. We’ve had our dog groomed there for 6 years and I dared to complain on the last visit as the cut wasn’t right. The new manager then called me and gave me a barrage of abuse, called me a liar and then advised me to go elsewhere. I definitely wouldn’t recommend this place to anyone.
Value For Money
All Changed Since New Management
I posted a not recommended review on Facebook which the owner felt the need to get into a debate about. All this did was expose her lack of business acumen and complete lack of customer service which she obviously realised as she then deleted the review from Facebook.
I am now thinking how many other negative reviews has she deleted.
Value For Money
Dog Boarding For Xmas
Just picked my Labrador up who is 18 months old and she looks happy and healthy. The staff are friendly and helpful especially as they knew I was quite anxious at putting her into kennels for xmas - guilty feeling! But she has come out happy, clean and eating much better than I thought she would.
Thankyou to everyone at the kennels for looking after my girl, and a Happy New Year to you all. X
Value For Money
First Kennel Experience For My Pup!!
I would highly recommend Penylan for anybody who has got a puppy that hasn't experienced a kennel environment before. My pup spent five days there and has come back home happy and healthy. The kennels are lovely and the staff very welcoming and helpful. It isn't the cheapest kennel around, but if like me you want the best, then this is the place to go. I wouldn't hesitate in going back and I'm sure that my pup wouldn't object either. Thank you Penylan for making out first kennel experience easy and stress free.
Value For Money
One Happy Dog!
My little dog stayed here for the first time in April, he had been for 2 doggy day care days prior to his 4 night stay.I cant speak highly enough of this kennels.I did alot or research and visited a few other establishments before deciding on Penylan. I had also recevied many excellent recommendations.
My dog was really happy and settled in quickly it was a joy to see his photo on facebook too. I rang to make sure he was ok after the first day and felt very reassured that he was fine after talking to a member of the team.
He was well looked after, the facilities are second to none and the staff are all lovely and very friendly and experienced.
I would have no hesitation in recommending Penylan to other dog owners.
My dog came home relaxed and happy and very clean!
Value For Money
Dreadful Place
This kennel I have used a few times. I would have considered myself a
valued customer having 3 dogs. The first time everything was very
smooth.....now the service is appalling and quite frankly I will be
reporting them to the Council. In my opinion, based on my experiences
there, they are not the caring kennels they would have you believe.
The last time they said they did not bathe my dogs as they were allergic!!!!!I have now issued a County Court Summons against the Kennel for breach of contract.
Also FYI there was only a remote possibility of her being in whelp. The fact that you are a kennel means you are in business largely because people have to go away for a variety of reasons and one of these is a holiday.
I am afraid this is not true. I have not used your kennel 13 times. Also I was rung by your kennel girl on 26th March to confirm the booking. I informed her of the up to date conditions of all dogs. No one said you did not take bitches in whelp. 99% of kennels do. To be told that I had no boarding accommodation on the night before they were due to go in was breach of contract. We could have made alternative arrangements if you had told us. At the time there was nothing on your website. To be prevented from going on holiday for someone who has an incurable illness was devastating. And financially we lost over £1000.
We are disputing this County Court claim.
The facts behind this claim are that we would not board this ladies dog while it was in whelp, we do not accept pregnant bitches into our care for the welfare of the unborn puppies as pregnancy is a delicate and important time.
The dog was 4 weeks gone after a planned mating and this lady rang us up the day before they were due to come in boarding with us to ask if we would still take the female and we said no due to the fact that we never take Bitches in whelp.
This customer has used our kennels 13 times over the last couple of years with no complaints and yet when we show compassion for her female to stay with her while she is in whelp she is more interested in her holiday.
Hello,
If you have issues you would like to discuss with us please give us a ring.
I'm afraid we don't recognise your name with three dogs as your not in our system under this name. We like to resolve issues with people wherever we can and we'd be more than happy to help.
(The owner and manager of the business are mature ladies and were happy to be called 'young girl's'.)
Many thanks
Penylan
Value For Money
Fun Time For Dogs
Penylan Country Kennels Rocks! Hector has stayed here on many occasions and loves it! As we draw near he is always desperate to get out of the car. When I book him in, he is up on his back legs with front paws on the desk as if urging me to hurry up so that he can get on with his stay. The fact that he goes off without so much as a backward glance is reassuring and proof that he is delighted to be here.. When I collect him he has been bathed and smells gorgeous.
When he stays for longer than two nights the woodland walks are worthwhile.
I am sure that the girls add to his enjoyment as they are aware of his obsession with his favourite toy - and let him take it out into the paddock during exercise time.
I feel that he is well looked after by the staff who are always friendly and genuinely care about the animals.
I have no hesitation in recommending Penylan.
If Hector is happy, so am I.
I recently collected my boy, Hector after his seven day stay. He greeted me enthusiastically, looking very fluffy after his bath. As we drove away he began whining while looking out of the back window - clearly an indication that he'd had a good time and wasn't ready to leave. When we checked in , the girls were as friendly and welcoming as ever. They always comply with my requests but this time went above and beyond the call of duty - for that I am most grateful. Leaving your pet in kennels is a question of trust. I trust Penylan implicitly to keep Hector safe, happy and provide plenty of cuddles. You go girls - keep doing what you're doing!
Would Highly Recommend
Just collected our 2 girls where they were boarded for 16 nights. Not cheap but well worth it! We live at least 40 miles away so it's a far distance to travel each time they are boarded however, we continue to go there due to it being highly recommended by a vet in Cardiff who has since sadly passed away.
The girls had had a bath and smelt lovely before being picked up this morning. Shared accommodation and have put on weight!!
The staff put photos on Face Book as promised while we were away so at least we could check on how they were doing.
Thanks to all the staff there who work hard. Will definitely be booking our babies in for their next holiday.
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