Best Friends Pet Hotel Avon, Connecticut

We started boarding our senior cocker spaniel at Best Friends in May 2021. After multiple problems, she is now being boarded elsewhere. She has stayed overnight and has done one-on-one daycare. Regarding daycare, problems pertained to booking and drop off. They didn't allow booking daycare via online, so we would call and book. That said, on two separate occasions when I dropped off Rashi, they did not have our reservation and had to enter it in at that time making me late for work. Also, no one was ever at the front, which delayed drop off every time. Now for the reason why I am writing this; boarding. In October 2021 we boarded Rashi for one night. We always provided detailed written instructions for feeding and medication administration. When we picked her up she had not been fed all of her food and she was not given her hypothyroidism medication. We spoke with the then manager Tracey, who was worthless and never removed the medication administration fee (no matter how miniscule the amount). The next time we boarded her in December 2021, we spoke with the girl checking her in and sent an email as well just confirming that she needed to be fed and receive meds per written instructions. I received a thoughtful email from the current manager Ashley, reassuring me that things were different with new staff and that would never happen again. We picked up Rashi a few days later. Everything seemed fine until we got home. Rashi is very prone to ear infections and was continually scratching her right ear. Upon assessment, her ear was severely inflamed, oozing exudate, and bleeding from clearly scratching it for multiple days. This is why it is no longer safe to board our dog at Best Friends. Rashi was "bathed" at best friends by the new manager Ashley the day she came home. There was no mention of her ears. My only continual thought is that she was left alone and neglected while at Best Friends, even though we paid extra for extra one-on-one time. There is no way someone would have missed that ear, given it was one of the worst infections she has had to date. Just sheer neglect. I am upset with myself for forcing my sweet girl to go there for nearly a year, even though there were red flags from the moment you walk through the door and are inundated with the smell of urine. It's a poorly run kennel that is understaffed. Point blank.

Incredible staff, they listened to all the information I wanted to share about my dog and took notes; when I called to check in on him, she gave such detailed information on his personality and preferences I could tell she had spent time interacting with him. Pick-up was a breeze. My dog was happy to see me but not anxious or stressed as he had been when he spent time with other borders. I will use Best Friends again and can confidently recommend them.

The staff seems nice. But it’s impossible to reach anyone. My dog has been to camp twice including the initial introductory half-day. Seemed to do fine. I tried calling 3x over two days to confirm basic information because the pick-up and drop-off times aren’t available on their webpage (and some places have very specific windows). Left a voicemail. Didn’t hear back so I just showed up with my dog in the middle of the day. Now, we would like to board our dog for the first time on Sunday (today is Friday). I’ve called at least 4x over the course of the week and have left 2 voicemails. No response. It’s impossible. I understand if you’re busy tending to the dogs (although when I showed up in the middle of the day there appeared to be only one staff person present and they were outside at the front of the building/away from the pets on their phone), but returning a phone call is basic courtesy and a minimal level of responsiveness I would expect from a business entrusted with your pet.

I have been coming to Best Friends for years for grooming with several dogs and a cat. They always have great personable service, reasonable rates and do wonderful work. My last visit included a rough Collie and 5 pound puppy grooming, they did a great job and my babies are even more adorable, clean and comfy.

My dog is worlds happier after going to “camp” here!

the Avon / Farmington location has a very friendly staff. as well as an amazing vet on site. he is a bit pricey but for the comfort and well being of my dog it is completely worth it. I can not stay better things about this team

My recent social media posts recognize Best Friends SPA as a LIFESAVER!!! Of course, you’re always our first (&only) call for Lucy’s “vacations”... but, you became her luxury DeSKUNK afternoon!!! Thanks!!!!

Counter staff was very friendly. Check-in was very easy and smooth. Our 2 Heelers were taken good care of. We'll be boarding them for 3 days in the near future and will update then.

This place is great! I left my frenchie for a week while I went on vacation. She really seemed to connect with the staff members and they all loved her. I even got an update picture of her while on vacation. Would absolutely recommend.

Very friendly pet tenders and efficient office staff. More reasonable than most and offer so many fun things for pets, as well as an on site vet.

My dog has stayed at best friends in Avon for multiple times, usually I book through online, never had a problem. Today when I picked up the phone to book another stay, Tracy answered the phone and gave me the hardest time ever, she listed all types of hard to pronounce vaccines my dog needed in order to stay, and repeated she CANT stay if any of those are missing. I told her that’s not a problem I’ll retrieve the info. But then Tracy said “what about fecal exams? We need to see that too, and Not all vets do that.” Her intention was clearly to stop me in anyway possible, zero customer service. My problem is her attitude of delivering her message. Mind you my dog stayed there all the time....I did go to my vet and got all the vaccines including fecal exam results.I don’t know if she had a problem because I didn’t sound like a white person over the phone. Will not return.

Needed last minute boarding and the entire experience from the staff to the pricing was impeccable. Highly recommend and won’t go back to anywhere else.

My GSD is always happy to go there and the staff is really nice!

Like this place staff is great

We love the place. Our cat Blue is always well taken care of and they do a great job grooming her before we take her home.

I just started bringing my dog here. He loves it, good services and reasonable prices. Max nearly dragged my wife across the parking lot to get inside this morning. He'd give it six stars!

This was my first experience with boarding my 2 cats since my time away was very long (3 weeks). I was surprised how happy and healthy they were on my return. I was very pleased. I loved the weekly pics of their stay, as well. The staff was very friendly.

My dog loves it and very friendly staff! We go here every week for our very energetic 8 year old mutt. He loves going there in the morning and loves coming home. This is the best of both worlds.

I do NOT recommend bringing your dogs here. I am beyond devastated and angry after picking up my dogs after boarding them at Best Friends of Avon for one week. This place is not reliable and they will not take good care of your dogs. First of all, they left my dogs tight harness on her for 8 days straight. It was so tight for so long my dog tried to chewed it off to try and take it off herself. And even when they saw she broke the harness they decided to just leave it on her. Second, my other dog is blind on one eye and she is supposed to get 3 eye drops 3 times a day so her eye pressure stays normal. We left the medications fully labeled with instructions, explained via phone as well but none of them were properly used. It looked like they barely used any drops. After we picked her up we noticed her blind eye was extremely swollen and she was very wobbly hitting walls, we had to bring her to the vet and they put her on antibiotics and anti inflammatory meds to try and recover from the missing doses. Third, their team is so incompetent that nobody knows what is happening, apparently their system with notes is always “down”. They ended up charging us double the amount that was originally quoted. They also won’t send you any pictures (only once a week is their policy). I will NEVER bring my dogs here or recommend this place to anyone.

Had to board our dog while in town for a wedding. Vinny was great, so helpful an friendly. Got us set up, even from out of state, quickly and easily. Thank you!

As always, a great experience in boarding our dog for a week.

My German Shepherd is so loved there. We are once a month boarders and they all know her well. Very personable and caring. Groomers do a great job! I recommend their “sheddicure”!

Sookie has been going here for years. She started with camp but eventually we ended up bringing her to play and stay when we go out of town. She's a handful but they never seem to have an issue with her. I'm not sure if she is just super good for them or if they aren't phased by her demonic nature but they always give me a good report and never complain. They send pictures too and I always brag to my friends about the fun events and crafts she does when she's there. It's just a relief having somewhere to bring her where I know she's safe and happy.

Love this place for both daycare and boarding. My shy dog has blossomed here!

They are a great place to bring your pet . They are always very polite and treat your pet like it’s their own .

I have been going to Best Friends for many years. I knew that they were the groomer for me when I called in utter distress when my golden retriever was "skunked" and I had no idea how to clean her up. They asked that I bring her in immediately and someone would meet me at the backdoor of the kennel. They took such good care of my dog and she came out looking, and smelling, wonderful. Since then I now have a Whoodle (Wheaten Terrier/Poodle mix) and she needs a serious haircut and grooming every 6-8 weeks. We are always greeted with a friendly smile and the groomer personally comes out to greet my dog who is by then wagging her tail and ready for her spa day. Both I and my dog love Best Friends and consider them part of the family. I would highly recommend them to anyone. They care and it shows!

Cheryl is the absolute best groomer. The first time I met her I felt comfortable with her grooming my dogs. I have recommended her to friends who feel the same way, she is the best !! Thank you Cheryl

Our Nemo always loves to go away to Best Friends for his spa weekends!!

I just love Best Friends. The people are so nice and accommodating with our pet for grooming. We just love our groomer Pam, she has worked with us for years providing loving care for our furry friends.

We have been taking our two pups to best friends for 4 years now. I can't say enough about the staff. They love them as if they were their own dogs. I drive 25 minutes each way to get there even though there is a brand new spacious kennel less than 10 minutes from my house. Yes, it would be great if the indoor space was beautiful and larger with a nice new rubber floor but the facility doesn't count for everything. The staff is the most important factor to us and the best friends staff know how to take great care of my fearful rescue dogs.