PetsPyjamas Reviews

Name: PetsPyjamas
Address: 81, Leonard Street, London, 81, Leonard Street, London, London Borough of Hackney
Rating: 4.67

4.7 Rating 1,693 Reviews

92 %

of reviewers recommend PetsPyjamas

4.7

Based on 1,693 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 7th March 2025

PetsPyjamas 5 star review on 2nd March 2025

Nicola Hickey

3391

Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 2 years 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 2 years 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.”

Helpful Report

Posted 2 years 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.”

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Posted 2 years ago

“I am very disappointed with petspyjamas”

Helpful Report

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.”

Helpful Report

Posted 3 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 3 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.”

Helpful Report

Posted 3 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 3 years ago

“Excellent prompt service,”

Helpful Report

Posted 3 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 3 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”

Helpful Report

Posted 3 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 3 years ago

“I booked a 3 night stay in a lovely place in wales through Pets Pyjamas, unfortunately, my dog became very ill so we couldnt go, as id booked only 3 days previous, their T's & C's state there will be a booking fee which is fine, and maybe a fee from the accommodation, again fine... BUT i was eventually told that no refund at all could be given as the accommodation do not refund! So i called the accommodation who in fact dont have a cancellation policy, and also told me that if someone cancels, they dont see any money from Pets Pyjamas! So i kept my booking in the end so that the accommodation would at least get paid even though i didnt go as unfortunately we had to say goodbye to my dog. I dont reccommend Pets Pyjamas at all, as soon as they take youre money youre stuffed! they dont care.... dispicable! £279 lost! This was incredibley insensitive and unprofessional of them!”

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Posted 3 years ago

“A really upsetting experience which has totally ruined our summer holiday”

Helpful Report

Posted 3 years ago

Dear Mr Monk, I am disappointed to hear you were not happy with your PetsPyjamas experience. Upon further investigation, I can see my colleagues have tried to assist you in using your voucher, yet as the booking was made direct and not through PetsPyjamas, they were unable to honour it this time. I hope you have a lovely stay and please know that by booking through PetsPyjamas you are able to take advantage of the many benefits we offer including dogs stay free, 24/7 free vet line access and access to our Priority Paws loyalty programme partners. Very best wishes, Aimee

Posted 3 years ago

“What an absolute waste of time contacting this website for anything. The website doesn’t let you book direct with a hotel opting to let you wait days for a reply which in our case has been negative every time saying they were unable to help. Totally ignored a request to give details on hotels which were available in the area we wanted on the dates given. Totally unimpressed by this unprofessional website.”

Helpful Report

Posted 3 years ago

“Very unsatisfactory handling of query, insufficient information when booking, will not use again”

Helpful Report

Posted 3 years ago

Dear Mrs Banes-Walker, I am sorry to hear about your experience with us. Having investigated this further with the team, I can confirm that check-in and check-out times vary at the moment in order to ensure properties are given thorough cleaning as per Government COVID recommendations. We apologise for any inconvenience this may have caused you and hope you enjoy your stay. Best wishes, Aimee from PetsPyjamas 🐾

Posted 3 years ago

“We recently stayed at a property booked through these people. The property - although nice and well located, had not been cleaned properly. We discovered bed linen had not been changed... there was a half-eaten biscuit on one bed and a part-eaten pepperami in the other, dog hairs on the beds upstairs and the duvet on the single bed had no cover at all! I appreciate PP are not responsible for the property... but I AM disgusted at the total lack of assistance... Despite several e.mails and voice messages, NO ONE from Pets Pyjamas bothered to get back to us. In the end we had to purchase bed linen, a shower curtain and also refill the BBQ gas... We will NOT be using them again. This has been hands-down the worst experience we have had in our 6+ years of holidaying in Norfolk...”

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Posted 4 years ago

“We recently stayed at a property booked through these people... We had no choice but to use them, since the original holiday we'd booked this past Easter was cancelled due to COVID and they had our money! Fortunately, after multiple attempts to reach them (including e.mails and v.mails) we managed to make a new booking. Like other reviewers... I had to chase them for final confirmation details. Sadly - and arguably not their fault - the property - although nice and well located, had not been cleaned properly. We discovered that linen had not been changed... there was a half-eaten biscuit on one bed and a part-eaten pepperami in the other, dog hairs on the beds upstairs and the duvet on the single bed had no cover at all! There was more... but, again, not necessarily their fault. What I AM disgusted with is their total lack of assistance... We tried contacting them to no avail. Despite several e.mails and voice messages, NO ONE from Pets Pyjamas bothered to get back to us. In the end we had to purchase bed linen, a shower curtain and also refill the BBQ gas... We will NOT be using them again. This has been hands-down the worst experience we have had in our 6+ years of holidaying in Norfolk...”

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Posted 4 years ago

“I thought I had found the perfect 2 holiday for my husband and I and our dog Heidi. Only to be told on the morning of check in that we could only stay 1 night as the hotel has double booked. We were put up in an alternative location which is in the middle of nowhere. Very disappointed to say the least.... DO NOT USE THIS COMPANY!!!!”

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Posted 5 years ago

“Lots of emails about our booking beforehand using our dogs' names to personalise the experience...but when we arrived absolutely nothing here for the dogs from this company to welcome us. Phoned the company to be told the hotel should help us out! The Hotel staff were brilliant and found us freshly laundered dog beds and sparkling stainless stee dog bowls;they couldn't do enough for us, but PetsPyjamas did nothing they claimed to do.”

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Posted 5 years ago

“no response to emails 3 sent asking question”

Helpful Report

Posted 5 years ago

“Horrendous customer service from start to finish. I booked accommodation valued at over €1000+ Changes to our dates were required and despite numerous emails and voicemails, it took almost a week for someone from “support” to respond. I started to lose confidence and started to worry about our holiday and the financial security of this company. Despite apologies and promises to upgrade our welcome pack, I cancelled. Holidays are too expensive and too precious to mess with and I had no confidence that Pets Pyjamas would provide the service. Now four weeks later, and many more emails and irate phone calls, I am still chasing a refund on our credit card. We have had to lodge a dispute with our credit card company and I have also spoken to our solicitor to help. Such a huge waste of time and much added aggravation that could have been avoided. I cannot recommend this company and only hope My review will deter others from falling into the black hole we found ourselves in when booking our holiday with this company. Never again.”

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Posted 5 years ago

“DO NOT USE THIS COMPANY! I booked my 1st Anniversary break with them 5 weeks ago snd they took my money on the day £179 and sent me my booking confirmation. Today, 2 weeks before my break, they have emailed to say the room is not available. On the basis of my booking, my husband had booked multiple treatments in the hotel spa for us, all of which are non-refundable. No refunds have been received and they are not responding to my emails... DO NOT USE!!!”

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Posted 5 years ago

“As a supplier these people had no respect for us as a small business. They would be send orders to us placed through their website but not pay us. We’d submit our invoices and would have to wait months and chase every day where we would told we’ll be paid the following day, then the following day and so on. And all the time they’d be asking for free items for various magazine articles, none of which we were mentioned for or received any thanks for. Don’t support these people, they exploit other small businesses and we almost lost ours because of them.”

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Posted 6 years ago

PetsPyjamas is rated 4.7 based on 1,693 reviews