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PetsPyjamas Reviews

4.7 Rating 1,407 Reviews

93 %

of reviewers recommend PetsPyjamas

Company Reviews

Product Reviews

4.7

Based on 1,407 reviews


Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About PetsPyjamas:

PetsPyjamas is the no.1 destination for dog-friendly travel. Browse and book from over 18,000 dog-friendly hotels, cottages, BnB's and manor houses, many with exclusive packages unique to PetsPyjamas. From doggie breakfasts and afternoon teas to champagne on arrival, there's something for all breeds and all budgets.

Visit Website

Phone:

02036423168

Email:

support@petspyjamas.com

Location:

81, Leonard Street, London,
81, Leonard Street, London
London Borough of Hackney
EC2A 4QS

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PetsPyjamas 5 star review on 2nd June 2024

Diane Winstanley

PetsPyjamas 5 star review on 31st May 2024

PetsPyjamas 5 star review on 29th May 2024

PetsPyjamas 5 star review on 27th May 2024

PetsPyjamas 5 star review on 27th May 2024

PetsPyjamas 5 star review on 25th May 2024

PetsPyjamas 5 star review on 24th May 2024

3051

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again. Beware if you cancel the they take 28 working days to process a refund . Nearly 6 weeks ! Another scam to hold onto your money ! Find a more reputable company to book with. This company are just crooks !”

Posted 1 year ago

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again. Beware if you cancel the they take 28 working days to process a refund . Nearly 6 weeks ! Another scam to hold onto your money ! Find a more reputable company to book with. This company are just crooks !”

Posted 1 year ago

“Poor customer experience during booking. Beware of price hikes and them confirming your booking and taking your money before you have sorted out your issues with them. Would not use again.”

Posted 1 year ago

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again.”

Posted 1 year ago

“Was an awful experience having told everyone I was going to posh hotel in countryside: Already not well I required a nice quiet break : looking at the rooms on the advert looked beautiful: But my room although clean was very basic and downstairs next to car park area and so noisy : I arrived a little tried as I’m disabled and tried to settle the bed very comfortable but the noise from traffic when I opened window lorries and cars on the busy road was unbelievable noise so I closed the window: Lying on bed to sleep a while around 3pm for an hour was impossible above me someone was dragging something across the floor in upstairs room I was thinking must be staff dragging cleaning equipment it was none stop : so I got up and went outside for a short walk : Again dangerous near the road huge lorries racing past me : So I returned to my room and saw a man staff I was thinking and told him about the noise he said he had slept in this room no problem from noise Well it continued the noise from upstairs and traffic I hardly slept: I packed my car next morning and checked out after disappointing breakfast as well : I asked for a refund and was told it would follow. Arrived home far worse than when I went : tried and exhausted from no sleep The staff were nice and friendly But I found out the room I had the staff do in fact use and also that their own chef had complained about the noise also : Apparently a couple were falling out and continually dragging furniture and shouting at each other So I feel that I should have been offered a full discount really”

Posted 1 year ago

“Very disappointing. My very first booking and they made a mistake with the accommodation. Reading between the lines, they'd offered me something at a lower rate than it should be. Trying to find alternative accommodation, they offered us a first floor apartment, which as we have a dog, wasn't what we were looking for, and it was more expensive. Then finally, something which was another 55 minutes drive and nothing like what we were looking for! I know mistakes happen, but this was frustrating as a first time customer. I had already paid the deposit, and they had the audacity to say they wouldn't charge me a fee for returning it! It would be unlikely that we book with PetsPyjamas in the future, which is a shame.”

Posted 1 year ago

“I’m sorry to say I am feeling quite cross Because when I was booking my special surprise for my husband I stayed quite clearly that I wanted a ground floor room I was sent an email saying that there was one ground floor room available so booked and paid in full Then today received an email saying that the hotel could not guarantee a ground floor room Now I am about to call and cancel and get my money back”

Posted 1 year ago

“We booked a hotel and it was confirmed sounded great all very exciting. Then we revive a message stating it wasn’t available a second place was found not as the first but it was an option we agreed the booking at this point we have paid £299 from our account. I have checked the alternative booking and it is for 1 person not 2 and only one pet not the 2 whom we passed names and sizes over when registering. I thought this was going to be our go to pet holiday firm but not feeling confident now. Can I please have contact tomorrow . Thankyou Maggie”

Posted 1 year ago

“someone greasy dog jumped up on my table and eat all my sausage and mash. i do love mysen a good sausage and im never visiting you wallies”

Posted 1 year ago

“Confirmed hotel booking & gave us reference number then rang us to cancel, what a great service, NOT!! Because of the so called ‘confirmed booking’ we had already booked another hotel on the way to this & now we have been hung out to dry with nowhere to stay!! Be warned don’t use this company!!”

Posted 1 year ago

“Really poor experience. Was dealing with a lady via text and email who was super helpful, when called up, got someone who wasn’t helpful at all and couldn’t find the enquiry. Paid and thought the break was booked only to find out it hadn’t as hotel was not available.”

Posted 1 year ago

“Absolutely gutted! Had a booking for it to be taken away next day!”

Posted 1 year ago

Dear Anna , I will be sure to pass your feedback on, and we’ll work on improving our customer experience in order to meet your expectations in the future. Thank you for taking the time out of your day to leave us a review! I hope we can make things right and this won’t deter you from booking with us again in the future! Very Best Wishes, Charlie from PetsPyjamas 🐾

Posted 1 year ago

“Terrible from start to finish. They advertise doing pricematch and that they will beat any deal you can get direct from the hotel this is a lie they refused to do this and charged me much more than the hotel offered. They didn’t get back to me re enquires when promised. After a price was given they then sent a booking link £80 more expensive the whole experience was a shambles and would never use them again.”

Posted 1 year ago

Hello Annabelle, We are sorry to hear that your recent experience with us wasn't quite as good as it should have been. I understand that a discount was applied to your booking for us to be able to match as close as possible to the price at the property but the package was not available to us as it was an exclusive deal with the hotel for their direct customers and had additional terms which are not in line with our very flexible terms. Thank you, PetsPyjamas

Posted 1 year ago

“Stay away from this company, room not booked but money taken! Called on Friday 10th June morning to book a last minute trip for that weekend. Found a hotel for me, email confirmation sent and payment taken. I called the hotel myself on Saturday morning to confirm checkin times to be told there is no room booked by Pet Pyjamas for me and the hotel said they had sent an email on Friday morning to pet pyjamas to say they had no availability. Which they denied ever receiving the email from the hotel. When I called pet pyjamas in tears, I had to wait for someone to call me back and all the lady kept saying it’s the hotels fault and she had to come in on her day off to sort it! She then called me to say she found a hotel for me over half an hour away from where I wanted to stay and where I booked activities for the whole weekend I declined the offer as I didn’t want to do business with this company . If I hadn’t of called the hotel myself to confirm in the morning. I would of turned up to the hotel at 4pm with no where to stay with a dog and disabled partner. I asked for the manager to call me on Monday, when he called me he just kept blaming the hotel and didn’t really listen to me. My main point was I didn’t want it happen to anyone else and they need to look at their booking process but he just fobbed me off with a £50 voucher to use on another stay. Then I had to email him again about my refund and I was told it normally takes 28 days to process but seeing the hotel was never booked they would process it faster. Like I should be grateful I have to wait nearly 10 days for my refund on a booking they never booked. Absolute worst company I have ever dealt with who just like to blame anyone but themselves and really don’t care or listen to you. Save yourselves time and book direct with hotels.”

Posted 1 year ago

“Unfortunately disaster after disaster. Massive drainage problem which ruined our stay here. We left early. Jacuzzi so cold we couldn't use it. many many items dirty and needed updating. Constantly told the booking cottage and owners were not replying and so nothing could be done and now told its not there problem its down to the owners who the Cottage Company say dont want to know, or answer. We paid extortionate amount for one week £6,500 expecting very high end and now receiving £600 compensation which WILL NOT be budged. We are so so disappointed as this trip was paid for by our 83 year old mother for the family. Pets Pyjamas were who we booked through who used Sykes Cottages as a third party. Sean was in touch & kept us informed but now were home its not their problem.”

Posted 1 year ago

“I am very disappointed with petspyjamas”

Posted 2 years ago

“So far it is a mess. I wanted to stay at Talbot Malton. I found it on your website, booked it by completing the online information. This then followed with a telephone call from a gentleman on your team who took information and payment verbally. Subsequently sent an email direct to Talbot Malton to ask if at all possible could they allocate a quiet room and also to alert them to the fact that it was my 60th birthday and sent two pictures of Nelson. Martin the GM at Malton could not find my booking because I had been booked by PP at another Talbot. He is now trying to sort this out with you this morning. I am DEEPLY disappointed. It has caused worry, aggravation and frustration and excessice and unnecessary email administration to sort out. And this experience for my birthday? I am SO upset I cannot even begin to tell you. Below you ask how did you communicate with the company and only allow one option. I BOOKED ONLINE - then I spoke to someone from your company VERBALLY.”

Posted 2 years ago

Hello Martin, I am sorry to read about the issues you have experienced during the booking process with us at PetsPyjamas. I have looked into how this error has occured and it would appear the correct hotel confirmation was sent over with the details of where your booking was to be placed, however it was sent to the wrong email which was not picked up at the hotel end when we had clearly requested the right property. Whilst we are not shifting the blame to the property as the email was incorrect, it was not picked up at the hotel for having the details of Talbot Malton on the confirmation when it was sent to the incorrect Talbot. I understand the issues has now been corrected and your booking is in place with the correct property. Thank you, PetsPyjamas

Posted 2 years ago

“I arrive at the hotel and it is closed. The phone number doesn’t work, and the Pets Pyjamas “customer delight” team is a voicemail. Dismal.”

Posted 2 years ago

Hello James, I understand there was miscommunication over the check in time for this particular property and the issue was quickly resolved. I hope the bottle of fizz arranged for you went someway into rectifying the issue with check in. Thank you, PetsPyjamas.

Posted 2 years ago

“Excellent prompt service,”

Posted 2 years ago

Hello Christine, Thank you for taking the time to leave us your review on the service you received from the team here at PetsPyjamas. If you could possibly turn at 1* into a 5* we would very much appreciate it ;) Many thanks, Lauren

Posted 2 years ago

“Disgraceful service We contacted pets and pyjamas at the beginning of May 21 to book a two night stay at one of their recommended hotels paying a deposit to them, at the end of May we paid the remainder balance and pets and pyjamas sent us a email of confirmation our break was booked for the 17th Aug. The 16th Aug the night before we were due to travel, pets and pyjamas emailed us to say that the hotel made a big error and they have not confirmed the booking Pets and pyjamas only checked the booking the night before the holiday!! We were booked to stay in the new forest and they tried to offer an alternative hotel in portsmouth.. Why would we want an alternative in Portsmouth when all our plans were in the new forest. Pets and pyjamas put all the blame on the hotel for the mistake and they did offer only a voucher of compensation of £150.. I decided to pursue my complaint with the hotel directly, who emailed with a completely different version of the mistake who confirmed Pets in Pyjamas had taken the inquiry and then booked a room with them their system would then confirm automatically upon receiving the request.The room was never confirmed on their system as they did not have availability, therefore it was unfortunately cancelled! The agent should not have taken payment or confirmed a room until they got confirmation from the hotel ( This was never sent ). I have again emailed pets and pyjamas as I am a very unhappy customer requesting compensation and they have not acknowledged my email.The service is appalling.. They don't respond to emails, phone calls and resolve their mistakes; they try to blame the third party. Do not book with this company if you don't want your holiday ruined i will never use them again... Tina Clements”

Posted 2 years ago

Dear Tina, I am disappointed to hear about your experience with Pets Pyjamas. I can see that my colleague, Nicola, responded to you initially to explain what had happened. We were under the impression everything for your trip had been booked and human error appears to have caused the mix up. We have processed a full refund to you and issued the voucher of £150.00 to use off your next trip with us. We really do appreciate you custom and please allow us to ensure that you have a great experience with us next time. Thank you, Lauren

Posted 2 years ago

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PetsPyjamas is rated 4.7 based on 1,407 reviews