Best Friends Pet Hotel Rocky Hill, Connecticut

Got my dog back for an overnight stay to get bathed the next morning also ear cleaning and nail cutting ….. well it was horrible. My dog smelled and I noticed 2 days later my dog had dark discharge from her ear which. I brought to the vet and it was an ear infection. This place is horrible and I’ll never bring my dog here again. I will give this place a horrible review on every app I can. Beware of this place people.

I am so happy I love my haircut on my shihtzu thanks crystal

The staff was kind and professional. They took the time to answer all of our questions and address our concerns. We felt comfortable leaving our dog in their care.

Excellent service from Crystal. Did a great job. We will be back with the rest of our dogs.

Typical dog boarding facility. Avg cost. Friendly staff

Best place to take your fur babies for boarding and grooming! Jamie is the lady that took good care of my fur babies! (Hulu & Maya) at the groomers, she did a fabulous job! Will continue taking my dogs to best friends hotel!

Communication sometimes gets confused but my dog loves going there, and they always groom him wonderfully.

Very good experience here. Brought my dog in for grooming and they did a great job! Staff are polite and friendly

My dogs love it here!

I have been coming for a couple years now , I’ve dealt with a couple of groomers . A couple of weeks ago I ran into a new groomer Kristal that took care of my dog . She greeted us with a smile as if she really was happy to see it her . The hair cut was beautiful . I never have been so happy with a groom before . An my baby was so happy when she came out and she wasn’t scared or nervous like she normally is when I come get her . Kristal is my go to groomer . She is filled with joy and I’m so glad I found her .

We are very comfortable leaving sweetie here she seems to have a good time and they seem to take good care of her thank you

Worst of the worst ! They don’t even deserve 1 - wish I can give them 0

Very friendly staff and the groomer talks to you about the cut you want and they did a great job!

Don’t bring your pet for grooming. My beautiful standard poodle was brought to my car in a terrible state. He could barely walk. His back legs were extended and nails clipped so poorly he was in obvious pain. He was visibly shaking and fell to the ground as I tried to put him in my car. The groomer and manager didn’t even tell me anything was wrong when they brought him to me. He was perfectly fine was I dropped him off that morning. He was so stressed and traumatized that he didn’t eat and barely moved for 2 days afterwards. I don’t know what happened but something obviously went wrong that day. They also clipped a mole on his neck causing him to bleed. On top of it, the grooming was also uneven and there were places on his fur where his hair was matted. I sent 3 emails to share my concerns and never received a response. They did reimburse my money immediately that day.

My pup loves Best Friends. We go for puppy play daycare. As soon as he arrives he is ready to jump out of the car.

Very neat on time and very very friendly staffing!!!

We used them recently for the first time when we went on vacation. We were very pleased and will use them again in the future

This place is awesome and my dog PULLS towards the door every time I take him there. They offer their own food included in price which is nice if I ever forget to pack it. They’re very strict about dogs being up to date on shots and yearly check ups. They have cameras do you can check up on your pup from time to time. The employees legitimately seems to be really nice and caring towards the dogs.

Awful, Rocky Hill canceled my appointment without contacting me.

I made an appointment almost a full 7 days in advance, called 3 times and emailed twice. Never got a response until the day before my reservation that they actually wouldn't be able to take my dog in. I could possibly lose my job because this is an important trip and that is why I tried contacting them in advance to be sure I wouldn't have to find other arrangements. They EMAILED me not even 24 hrs before my trip, never returned my first 2 emails and never returned my voicemails or general calls.

I really enjoy taking our dog to best friends for grooming. She always runs in excited, and she seems to really enjoy the staff. Pam always has kind words to say about her, and we’re always impressed at how clean she comes home!

I have used Best Friends for 20 yrs for the care of my pampered Malteses. I have utilized all of their services and love the specialized care that my dogs receive. The staff is very accommodating and Pam is a wonderful, experienced groomer. Other places come and go, but I only trust Best Friends. They have many locations and have been in business for years.

Extremely friendly staff. Follow Covid regulations. Groomers pay special attention to requests ,& prices are very fair.

Super friendly, only been going for about 2 months but I couldn’t be happier with the relationship we’ve built there already. And it’s great to be able to watch the dogs on the dog cam.

My dog has been to a few Best Friends locations but seems to be most excited when we pull up to Rocky Hill

They have a great staff always professional and treat our pet like it's their own. The groomer Pam has always done a great job.

Do not bring your cat here to be groomed. I thought this place would've been reputable based on the reviews, but that was not my experience. I made an appointment a week in advance.They said to drop off pet between 9-10:30am. Day of appt, an employee came out and took our cat without asking any questions or explaining any procedures. I had to stop her to explain how short I wanted my cat's fur and explain that she has never been groomed before and did not know what to expect. She proceeded to get the groomer to come outside (during Covid) and BRIEFLY explain what to expect. I was told I would receive a call when my cat was ready for pickup but I did not receive any phone calls for over 5 hours. I ended up calling myself and they stated she would be all set in 30 minutes. I arrived 45 minutes later, and another employee brought out my car without any summary or report or literally any comment at all. Arriving at home, I noticed that 2 of her paws were nicked and bleeding. Look I get it, she's a cat, she's going to move and nicks happen but the fact that no one told us she was bleeding says it all. Bring your cat/animal elsewhere, you won't regret it.

Dog daycare, camp and boarding are great at Best Friends. The staff is professional and there is a great sense of relief when I know that my 2 dogs are being well taken care of when I can't be there.

Was a loyal customer for many years and service used to be excellent. Over the past year the quality of customer care and service has declined dramatically. Staff no longer pick up the phone and it required 5 or 6 calls to talk to someone. Would leave voicemails that go unanswered. Booking online doesn’t result in a booking or any call back to confirm /deny. Promises of a call back from the manager also are not followed up on. I really did like their services and grooming and have appreciated their support of my two dogs over the past years, but I need a grooming facility that can be relied upon and that has good customer service and communication skills. Perhaps with more staff training and better management they would be able to operate is a way that fosters good relationships with their customers.

My dog has been going to this Best Friends for 11 years. All staff are dedicated and treat my dog with care and kindness. She loves going to Best Friends for her groom and nails spa day and she sometimes stays later for doggy day care and she loves that too. The Groomers are excellent. Thank you