I just boarded by King Charles Calvilier for 14 days and picked her up today.
She was in perfect health with a perfect coat when I dropped her off. 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

I left my two pooches at Hanrob and when I returned I could see they were well looked after. They hadn't lost any weight and looked very healthy. I will use them again

We put our dog in Hanrob for 11 days and got her back so sick she may need to be put down. Listening to the absolute [redacted} that the manager of Hanrob Pet Hotels Melbourne is saying is unacceptable.

Our dog went in healthy and came out so sick the vets are saying she may need to be put down. The staff kept no notes and she was filthy and clearly sick when we picked her up. Now we’ve got management on the phone side stepping as fast as she can and avoiding taking the blame.

Absolutely not good enough. Aside from the costs we’ve incurred, it’s an absolutely pathetic attempt at customer service and problem-solving.

Edit to update:

In the hours since this was also posted on the Hanrob facebook page, they have deleted the post, as well as switched off the ability for people to post on their page.

I was promised a representative from Hanrob would be in touch to speak but clearly, this won't be happening with an attempt to hide and cover up.

Absolutely appalling behaviour from any business let alone one that deals with being trusted to look after beloved pets.

DO NOT USE THIS SERVICE

Hanrob Sydney Airport Hotel??
Why business' these days say something but mean the opposite?
• Weeks before we were to go away. My wife and I looked at their websites and what Hanrob Pet Hotel Sydney Airport for convenience and what they had to offer to trust and care for our dog.
• We were invited to visit the Hanrob Sydney Airport Hotel site for a tour. When we arrived, we were told we were not allowed in due to OHS. This is not what we were told on the phone or what was on their website. We were invited to view the facility through a small window in a timber door about 1.5 metres from the floor and 30 cm square to view inside. It all looked very clean with many dogs (around 30 - 40 in a room). We were told there were more cages out the back.
• My wife and I discussed this and we thought from what we could see it looked clean and they seemed caring and could be trusted. We received a quote for one of the many services for a stay at Mascot.
• We decided and phoned to arrange pay the deposit. We were advised to secure a place immediately, pay over the phone now using our credit card. We said we do not like giving our credit card details over the phone. The girl said 'that is okay we do not keep the information'. We thought the balance would be paid upon our return. Hanrob accessed our account whilst we were away, days later, using the information originally provided. This is not what we were told. Why?
• We dropped our pet of the day before we left, with her regular dry food and some treats, we were told to bring, as a matter of caution as some pets get an upset tummy when their normal food is replaced with a different one. The facility manager said there was no need for this and they gave all the dogs the same food that we had brought, if she did get an upset tummy, they would just give her dry food. (Something we did not want to hear when we had brought food as advised). My wife said our dog should be fine. The facility manager completed a one-page form and asked us to sign it. I noticed Heathcote on the top and asked the facility manager where our dog would be staying she said Heathcote I said no the arrangement was for our dog to remain in Hanrob Hotel Sydney Airport at Mascot. She asked if we would like our dog taken for additional 30 minute walks to suite our budget. We agreed. She also said for $25 they could wash the dog prior to us picking our dog up. We said no, as we have booked our dog in for another grooming upon our return. She said would could pay the balance of account upon our return. This did not happen Hanrob accessed our account days later with our credit card details the girl had said she had destroyed. She said okay the dog would remain at Mascot. I read the rest and signed with great deal of reservation. I asked for a copy and she refused. This form should be given to everyone that leaves their pets with Hanrob Hotels, it is very interesting to read. Pet owners may decide not to leave their loved ones there.
• My wife and I felt reasonably comfortable that our dog/pet would be cared for because we had our vetinarian give our dog her regular check-up and injections three days before we were boarding her, in addition to her regular grooming. A girl (handler) came out from where the dogs were kept and said she would be handling / looking after our dog / pet. She removed our dogs collar (and gave it us with our lead) and replaced it with a black one. She said our dog had a couple of knots under her chest. We said they maybe tiny as we had taken her for her regular grooming the day before. The girl said she would brush her to ensure she did not become terribly knotted. This did not happen.
• Returned from being away. We arrived to collect our dog at the time we said. Our dog was brought out she was all wet. I asked the facility manager why. The facility manager said they had to wash her. We said we did not want her washed. She advised she smelt because she had been lying in dog urine and faeces. I said I thought the kennels were clean. She said that was okay Hanrob did not charge us for this. We asked how often she was walked she could not answer. Was our dog taken for the extra walks as promised? This most probably did not happen also.
• In addition, we did not receive an account stating what services had been agreed upon or any other details. Hanrob does not seem to be a well-run business, every business we deal with provides us with an invoice with details on services provided and we receive a receipt when paid.
• When we arrived home, our dog was still wet and had to be dried. She was still filthy dirt under her paws and coat was extremely knotted all over, not what we were led to believe. It took days for us to remove them all. This is not what we expected from a business trained in pet welfare providing caring and trusted service.
• Our dog/pet as all dog / pet owners means a lot to us we are very disappointed. We wish our dog could talk, we are sure it was worse during her stay.
This experience is not what we or our dog/pet expected. It would appear business' do the opposite of what they promise.
We hope Hanrob will take this on board.

Approximate cost: $1

As much as I worry about leaving my cat, Suki, in the care of others, my concerns are totally unfounded when it comes to Hanrob, Mascot. The staff couldn’t be more welcoming and helpful, and I never feel rushed or shuffled out the door when dropping her off or picking her up. When I collect Suki, she is always happy and content, well fed and amply brushed! We leave with a report about her stay, and I can even have a’ photo pack’, so l can see how she’s going while I’m away - how nice is that. The ‘kitty condo’s’ are always clean and fresh, and there is no smell or hint of uncleanliness. Hanrob Pet Hotel has been a real ‘find’ for us and Suki, and it’s incredibly convenient dropping her off and collecting her so close to the Domestic Airport. Hanrob Mascot deserve every one of their 5 star ratings.

Excellent service and excellent care! Our cat has been twice in 2 years and every time he comes back healthy, happy and content!

Being a heavily branded organisation, I had concerns Hanrob was not going to deliver a personalised service when our dogs Jude & Frankie stayed at their Sydney Airport and Heathcote accommodation - I was so wrong! Our dogs have never walked out to car so slowly after a stay, as they felt completely comfortable staying longer! They're staying next week so we're looking forward to picking them smelling as clean as they were last time. I couldn't recommend Hanrob enough!

We initially had a positive experience leaving our cat with them for a short weekend but then had a terrible experience after leaving him with them for a 2 week stay. When we collected him the receptionist couldn't find him in the main cattery area and then went out the back and found him. What is out the back we'll never know!

Our cat that was handed back to us was a shadow of himself from when we dropped him off. He stank, was covered in cat litter and dust, had lost a lot of weight and to top it off had caught something there and need a course of antibiotics from the vet to recover. But worse of all his personality completely changed and he was very aggressive after being a very placid cat before the stay. He is now on at least a year long course of "anti-depressants" which the vet hopes will restore his previously sweet nature.

We tried calling Hanrob multiple times to find out what on earth they had done to him but were fobbed off and never found out. We still feel so guilty for leaving our cat with Hanrob, don't make the same mistake!

The staff are always so friendly and personable and our it's obvious when we pick our puppy up that he has loved playing with them.

I loved the report card I got at the end about my puppies stay, and I loved going away knowing that she was well looked after. This is the second time I've boarded my puppy at hanrob and I'm always happy