written by fsGardner469 on 14/09/2015
This is the first time I've ever had to put my cat in a cattery for one week & was utterly disgusted by the lack of cleanliness & care provided - there was hardly any litter in the cat tray, she quite clearly hadn't be brushed (she's a longhair & I asked if they would mind giving her a brush - obviously that was too much trouble), she had lost weight was staying in a pen that clearly hadn't been cleaned. The place is grim & the man we dealt with only seemed interested in our money - I don't genuinely believe they even like cats. I will NEVER be sending my cat here again & if you want a happy relaxing holiday I wouldn't send yours here either.
written by IshaanHolmes on 17/07/2015
I booked my cat in for 4 days (Monday arrival- thursday pick up) , and over the phone explained I would need to pick her up later on the last day, around 6-7pm, as we had a long drive back from holiday. This was confirmed by the man on the phone, that we could call an hour before arrival. Was happy to hear that they were flexible, so booked her in. When arriving I was told by the woman there that the booking was wrong as my cat had been mixed up with another cat of the same name, 'Are you sure you didn't book it for Friday?' she says. I don't like being made to feel that something is my problem when it's obviously their error! She couldn't let me settle her in her run as it hadn't even been cleaned yet from the previous day, so I had to leave her on the floor in her box and hope for the best. I called on the Wednesday to check about pick up as I was now a little worried, and was told pick up should be at 12.30. So I explained that I had booked in a late departure over the phone. 'yes well we are so busy on a Thursday, ive told him not to do that. It just means now that another cat will be waiting to go into that run' again, making their mistake somehow my responsibility. I asked what would happen if we couldn't get there by 5pm (apparently this is the latest we could pick up) and was told she would just have to stay another night (and another £10 I bet!) so we cut the last day of our holiday short to get back before 5. On arriving I was dealt with by a worker, who didn't tell me anything about my cats stay, e.g if she had been eating ok, he seemed more concerned with making small talk and taking my £40 before I could see how she was. when I started to explain how unhappy I was with the service he showed me to 'the boss' but stuck around to put in his opinion. The boss mentioned 'oh your cats the one that got changed to Wednesday?' wow, wrong about the day AND wrong about me changing it, he had booked it in wrong in the first place! I explained about the lady and what she had said over the phone and how it made me feel. 'oh I don't know why she said that, must have been a mistake'. The boss continued to allow his worker to talk over me, and I really felt ganged up on, and realised that neither of these men were going to apologise or listen to me at all. Bottom line, these people are rude, un organised and I wished I had taken notice of the previous review. I don't believe their testimonials on their website for a second, and my experience was such a stressful one that this is the first time I have wanted to warn people, don't send your cat here if you want a peaceful holiday!!
Written on: 14/10/2015
Hello Mrs Holmes .....we have thought long and hard about your complaint ....and we can only offer our sincere apologies for your disappointing experience with us ....our normal opening time for both collection and delivery is between 8am - 12.30 in addition to these hours we also always say that if the customer phones an hour before collection they can collect there cat up until approximately 5pm .our customers take advantage of this arrangement and it works very well ..we are very sorry that on this occasion our standard dropped..we have been here for 25 years and have many happy customers .....
written by RebeccaJohnson22 on 22/03/2015
I picked my cat up yesterday having left her there for a week. It was my first time using this cattery and will not be returning. My cat Cleo was very distressed when I went to collect her. She uses a litter try at home all the time but when I looked I saw she had been given just a few pellets in her litter tray so she had nothing to use for a toilet. She had, as a consequence been weeing in her own bed. She smelt awful and I had to bath her as soon as I got home. She must have had an extremely uncomfortable week. Worst of all when I voiced my concern I got a rather rude response, no explanation and no apology. I rarely feel the need to write reviews but after such a poor service and a very upset cat I feel it is more than necessary. I would strongly recommend not using this cattery!!
Written on: 17/07/2015
wish I had taken notice of this review before booking my cat in! they haven't changed their attitude one bit since this review, don't let the pretty house and gardens fool you!
Written on: 25/09/2015
Hi, we have recently come accross your review ....We are so very sorry that you had a bad experience with our Cattery ...which we take very seriously ..we put the recommended amount of wood based litter in the trays which at first glance may not seem a lot but it expands when wet..we clean the litter tray and put fresh litter in every single day . We keep a daily list of all the cats in our care which is filled in daily ....which states if they have not eaten/ been sick / used there litter tray etc .we have checked our records cleo had eaten most of her food on most days and used her tray ..she had been a little sick on the 21st September ....we do groom the long hair cats when they will let us ....cleopatra was having none of it !!! This is quite normal as it often takes longer than a week to gain there confidence ...
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Peter.ablewhite's Comment
Written on: 25/09/2015
We are very sorry to learn that you were not happy with our Cattery and take your criticism very seriously and wish that you had made your displeasure known to us in person ....we use wood chip cat litter which expands when wet and we always put the suppliers recommended amount in each tray....all runs are thoroughly cleaned every single day . Litter trays are washed and fresh litter changed every day ....bedding is checked daily ...and washed and changed regularly ....we do groom long haired cats when possible...but often especially if only a weeks stay they will retaliate!!!! .....after a longer time as we gain there confidence they may well accept grooming .......we have many happy customers who have been coming to us with there cats for up to 20 years and we get to know there cats so well that we are regarded as there second home !!!..we have cats of our own so are well aware of how precious they are to all of us cat owners....anyone is welcome to turn up without an appointment between the hours of 8 am - 12.30 any day including weekends and we will show them around the Cattery and be shown the feeding and cleaning in operation...