Hillrose Pet Resort

"Review is for almost 10 years ago (from 2024). Most of the boarding was for cat condos with a couple dog kennels. While the cat condos are more spacious than the ones in PetSmart, I never (really) felt confident with the staff's care for my cat. For one thing, I remember one of the young female employees was completely allergic to cats. I asked her, if you're allergic, why would you put yourself in such a situation...? She replied along the line of - because I like cats and there's not a lot of staff to watch over them. I firmly believe that my cat got a bad case of fleas overtime from boarding here. When I had my pitty board here, they didn't do much to help him be comfortable. My poor dog had diarrhea all over his bottom when I had picked him up on a different day, which tells me that no one cared enough to again, help him be comfortable and clean him up. The worst part of it all was that no one called me to let me know that my pitty wasn't feeling well. Ever since the last day of boarding for my cat, I NEVER boarded here again. I care far too much for my pet(s) to leave them in place that's undependable, insincere, doesn't provide sympathy and empathy for the pets that unfortunately stay here."

"If I could give them negative stars, I would. This place was an absolute disaster to try to communicate with. In September, I booked a week of boarding for my two dogs from Dec 24 - Dec 31. They confirmed the dates, I had to call to put down the deposit, and everything is set (or so I thought). Two months later, they informed me that they won't be open for pick up on Dec 31, and I'll have to change my reservation. At this point I've already bought plane tickets, so this is really inconvenient and I can't change my travel. I say that I will pick up the dogs on Jan 1 instead, but they informed me that they're also not open on that date, so I will have to pay for two additional days of boarding to get them on Jan 2. For two dogs, that's an extra $200! But it only gets worse. A week before my reservation, they email me to ask what time I'll be dropping off the dogs on Dec 23. I reply that my reservation starts on Dec 24, so that's when I'll be bringing the dogs. They inform me that they're closed on Dec 24, so I'll have to pay for an extra day. Again, an extra $100. When I push back on this and express my frustration at them repeatedly changing the dates, they claim that they never would have confirmed my original dates because they aren't open then. I forwarded them the original confirmation email that I got from them with the reservation being Dec 24 - Dec 31. They did not reply for several days, and when they did reply, they said "If you don't like our service, you can go elsewhere." Five days before Christmas? As if anywhere else would still be available. Then, literally the DAY BEFORE MY RESERVATION, I have accepted that I'm going to have to pay an extra $300 to board my dogs over the holidays, and I'm making plans to drop them off on Dec 23, when I get another email. This one says "We've canceled your reservation, sorry it didn't work out." WHAT?? I replied that I never asked to cancel, and I still need boarding for my dogs, and they reply "Sorry, we already canceled, there's nothing we can do. Happy Holidays!". This is the absolute worst, passive-aggressive, terrible customer service that I have ever encountered. I had to completely change my trip 24 hours before my flight, beg friends to help with the dogs, and spend a ton of money on individual Rover walks for my dogs because the boarding that I had booked three months previously decided to cancel on me the day before. I can only imagine the quality of care that my dogs would have received if I had actually boarded them. For your own sanity, DO NOT try to book with Hillrose."

"This review is coming a few months late, but this was one of the worst experiences I've had with a business in a long time. We had been dog-boarding clients of Hillrose for several years without any major issue. I had him booked for during a trip, with a reservation confirmation e-mail saying "We are open from 7am to 7pm Monday thru Friday and 8am to 5pm on Saturday. On Sunday we are open from 2pm to 8:30pm by appointment only." These hours were also posted on their website, and I had dropped him in evenings after work in the past. They called the day before drop-off to confirm drop-off time, at which point I said "probably 6-7pm," (after work, before my flight.) She said that's not possible, I could only drop off before 4pm, and they could not "make an exception for me." I was not asking for special treatment, simply asking for them to adhere to their advertised and directly e-mailed hours. I work in-person full time and cannot leave work in the middle of the day to drop off my dog. They were completely inflexible. This was the day before my flight and truly jeopardized the trip- fortunately was able to find a last-minute, more accommodating kennel that allowed for drop off after 5pm. Needless to say, they lost a long-time client. I do not know their current hours-policy, but beware that their communications/website are not reliable."

"I’m very pleased with the airline layover service and would definitely recommend Hillrose! I had my new puppy flown across the country and had a bunch of questions regarding his overnight layover in Seattle. Hailey was very professional and nice over the phone, which made me feel extremely comfortable booking them to take care of my new little guy. The drivers did a wonderful job of texting me updates about when he was picked up, how he was doing, and when he was checked back into the airport. Thank you Hillrose staff, I’m very grateful for your service!"