The Nook Pet Hotel

"We parked out two bichon dogs here for just over a month. They seemed perfectly happy, a bath and trim before we collected them and my lady was as happy as Larry. Whoever Larry might be??"

"This is the first time we’ve used a kennel - opting to leave our Springer with either a friend or dog boarder previously. Not sure what we expected but while staff engagement was cordial it was hardly welcoming. All we had to go on was that my parents had used the Nook for their dog for one night just before Christmas - and all seemed fine. . When we dropped our dog off on the Sunday a guy just came right up to him quite fast with a lead - no friendly hello or anything - literally looped the lead over the head and walked him away. Our dog was a little unnerved by that as were we. Within a matter of minutes the guy was back in reception - so no time at all spent settling in from what we could see. We messaged during the week to make sure he was ok and all we got back was a three word yes all good. As we had booked him in for a groom on his last day we were told not to arrive before 3pm. We were only coming from Center Parcs Woburn and had allowed 3 hours to do a journey half that. We were hit by several accidents and it was touch and go whether we would make it by 5pm - we emailed and phoned around 3:30pm and we were told there was no leeway and that they shut at 5pm. If we missed this time it would need to be the following morning - we live in SW London. Luckily my elderly mum was able to get our dog - she was helped with getting him into her car on request. Our dog had indeed been groomed but I would say he was more butchered - in truth you would get a better one at Pets at Home. He was not hygiene shaved either which we had requested. My wife has just spent the last hour of so this evening trying to tidy him up a bit better. Clearly lots of people seem happy with the Nook and maybe our expectations were possibly a little too high as it was a kennel and more a lesson to ourselves. We would probably have been a bit happier had he been welcomed better - I would not say we’re overly precious pet owners either."

"I had booked my patterdale in for the first time whilst I visited family in Kent. Unfotunately, my husband became seriously ill and we were unable to make our trip. The gentleman I spoke to via email and over the telephone could not have been more helpful. I will never forget his kindness during a very difficult time. They say we have angels on earth and he was one of mine."

"My dog loves this place, he's only too happy to trot off with the staff, he is well cared for while we're away"

"Used the nook for many years. Absolutely gob smacked that when trying to book this year (1st time since COVID) my wife was told we were banned. Allegedly I had an attitude when asking to cancel early on in the pandemic due to restrictions. I preceded to apply for a refund through my credit card company which was granted. On calling today to discuss I was faced with more attitude and told this isn’t the case, I went against their T&Cs and got a refund. I explained if there T&Cs were credible the credit card company would have been unable to proceed, he claimed the money was taken back without them being notified (again unbelievable) He was irate that they were out of pocket but failed to see that so was everyone else at this point, when originally trying to cancel I explained I would try my credit card company and they said I can if I wish. He then accused me of further poor attitude and that’s the reason I’m banned, all whilst continuous shouting that I was in the wrong and said he is sat in an office so can’t possible be irate and EVERY ONE there remembers the one to one conversation in 2019 differently. Clearly the couple running the place make the rules up as they go, but rest assured please pay by credit card as the T&Cs are not credible and refunds are possible despite them only worrying about there own pockets in the pandemic with no consideration for others, a credit for different date would have been more effective and with insurance and grants along with all the cancellation money I’m sure they did ok by it all."