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

“Totally misled by website, if you change the date you do not get the deal advertised! Could book chosen hotel directly for same price.”

Helpful Report

Posted 2 hours ago

“Very complicated as voucher system - as a gift -could not be applied; had to pay deposit before the voucher could be applied . the lady Sam was good but i ended up having 15 separate calls over two days with her to get this sorted, and numerous different emails. Also after all of this the alleged FREE caboodle pack for our dog is not FREE at all it costs 2.99 postage ; do not advertise it as FREE , and their website is complex to use without signing up. Don't want to tell our son and daughter in law as they were very generous in their gifting at Christmas. I also didn't care for the constant text and reminders two of each , when i had not paid to "quickly secure your booking " hard sell not nice . I couldn't pay as there were so many issues!! I have only put acceptable customer service as your Sam Glynn | Pet Travel Expert was attentive .”

Helpful Report

Posted 1 month ago

“I need to cancel.my booking 25-27 January but no-one is answering the telephone numbers This is making an already distressing time for me Andy husband worst Please acknowledge my attempt to cancel the booking 🙏”

Helpful Report

Posted 2 months ago

“Booked and paid for a stay in York on 7th December, (paid for in early November) received an e mail on the afternoon of 6th December stating due to a system error the booking had not gone through to the hotel. They were quick to take the money though! At such short notice we could not find alternative accommodation. Will not book through PetsPyjamas again!!! Very disappointing.”

Helpful Report

Posted 3 months ago

“Shocking! Booked a 4 night stay only to be told on the check in day that the price was wrong and would need to pay an extra £235 or reduce to a 3 night stay . No trust in Kings Head hotel in Cirencester or Pets Pyjamas so cancelled the entire break”

Helpful Report

Posted 6 months ago

Hi Andrew, We are so sorry to hear that you did not have a positive of using our services. We are investigating with the hotel why the wrong rate was quoted and apologize for this. The PetsPyjamas Team

Posted 6 months ago

“I cannot in this day and age with all the technology we have at our disposal understand why when you book with this company they take your payment from your bank account the same day but if by no fault of you’re own you have to cancel I’m still waiting a mouth later for a refund. This is diabolical service. I am a pensioner I have phoned them a few times regarding my refund of over £400 pound and they are still holding on to it. What do people have to do to get their money back from this company. Do not use this company”

Helpful Report

Posted 6 months ago

“terrible communication, not easy to contact and initail booking process did not work properly”

Helpful Report

Posted 6 months ago

“Would give zero stars offered a refund took 20 working days and they still underpaid me no explanation why this was and still don't have a explanation shocking customer service avoid at all costs.”

Helpful Report

Posted 7 months ago

Hi Liam, thank you for your feedback. We can see that our Customer Support Team have been in contact with you regarding this. The PetsPyjamas Team

Posted 6 months ago

“So far it has gone from bad to worse. You do not keep your systems updated. I booked Whitley Burrow for 17 to 19 May 2024. You sent me one million confirmation emails, but when trying to contact you to tell you that Mrs. Davies, the owner of the cottage had contacted me to say that her cottage was not available and that she had told you so, I could not speak to anybody. Where is your customer service? I paid almost 300 pounds in full and there is not even a phonecall from you. I would give you -5 if I could.”

Helpful Report

Posted 10 months ago

Hi Minerva, We are so sorry to hear that you did not have a positive of using our services. I do understand that our customer service team has been in touch with you in regards to the matter. The PetsPyjamas Team

Posted 10 months ago

“Terribly disappointed - given quote which was paid for, only to be told by PetsPyjamas that a mistake has been made so cancelled my booking. They then tried not to issue me a full refund even though it was their fault. Still waiting for funds to be returned 3 weeks later.”

Helpful Report

Posted 10 months ago

Hi Lulu, We are so sorry to hear that you did not have a positive of using our services. Please contact our customer service team, directly so we can look into the matter for you. The PetsPyjamas Team

Posted 10 months ago

“Very dissapointing. I booked two rooms for two nights. Paid the quoted amount and recieved confirmation for two rooms for two nights, only to be told the next day that I was undercharged and had to pay another £730! We then had to cancel which was very dissapointing for my daughters and I.”

Helpful Report

Posted 10 months ago

Hi Helena, We are so sorry to hear that you did not have a positive of using our services. Our customer service team is reaching out to you so we can look into the matter. The PetsPyjamas Team

Posted 10 months ago

“Booking process was great but to receive a welcome gift - 'x' amount off your first booking after the first booking was made kinda stings a little. Did raise this but had no reply as yet and when this review email arrived what else am i to do but leave my 2 star review here! Like most of my school reports - could do better!”

Helpful Report

Posted 11 months ago

Hi Andrew, We are so sorry to hear that you did not have a positive of using our services. Our customer service team is reaching out to you so we can look into the matter. The PetsPyjamas Team

Posted 11 months ago

“Dirty, shabby and dated room. PetsPyjamas couldn't care less. Customer service keep passing the buck to the hotel even though they have had sight of the photos. In my opinion PetsPyjamas totally ruined our holiday and are not taking any responsibility. Once they've got your money you're history.”

Helpful Report

Posted 1 year ago

Hi Peter, We are so sorry to hear that you did not have a positive experience using our services. I do believe our customer service team are currently in contact with you and are assisting you to resolve this. The PetsPyjamas Team

Posted 1 year ago

“It is clearly said at every turn on the website “pets always go free” or “dogs always go free”. I recently made a booking with Pets Pyjamas for my husband, myself and 2 dogs. The advert for the hotel said the room could “accommodate 2 people and one dog”. I made a call to say my dogs are both tiny so would they accept 2 ( plus I have accessibility needs that I needed to check). All was confirmed as being as I needed, including the two dogs. I booked. As the hotel was in Isle of Wight I phoned direct to ask if they did discount for ferry as most do. During the conversation the hotel obviously knew it was two dogs and commented that I only paid for one and the other would be £20 per night. I phoned Pets Pyjamas and told them. They informed me that their terms only include one dog. This is NOT what is stated all over the website. “DOGS ALWAYS GO FREE” is not just one dog. I cancelled my booking as another £80 for a 5ib dog, non shedding of hair, sleeps in a cage, does not interfere with other guests and is 100% well behaved. I was not willing to pay an unexpected £80. Pets Pyjamas refunded me in full, maintaining that they didn’t tell me there was a charge as they didn’t know there were 2 dogs. They did ! They have ignored and not answered my comments on the fact that the website says dogs always go free. I sent them pictures of the website. They just quote their terms. I spoke to them twice, they knew there were two dogs and they never mentioned one must be paid for. I would never use them again. Their website makes misleading claims, and they should not do this. The good thing is I have booked a hotel direct now, and it was a good deal cheaper than on Pets Pyjamas website, plus I don’t have to find £80 extra ! So if you have 2 dogs beware as you will find you suddenly have to pay a very high price for the second. It’s nonsense !”

Helpful Report

Posted 1 year ago

Hi Lin, We are so sorry to hear that you did not have a positive of using our services. I understand that our customer support team have been in touch with you already. The PetsPyjamas Team

Posted 1 year ago

“Unfortunately after having several lovely experiences with Pets Pyjamas hotels , it is time to say goodbye. The last hotel was a dump and we booked out after one night. However , despite numerous phone calls, emails and even a letter sent to the head office, I have been ignored. I don't mind if the money refund is not forthcoming but I take exception at not being responded to. I will deal with hotels directly myself in future and not waste my time trying to get a response about a complaint.”

Helpful Report

Posted 1 year ago

Hi Paul, We are so sorry to hear that you did not have a positive of using our services. Our customer service team would like to reach out to you so we can look into the matter, please could I ask you to contact us with your Surname. The PetsPyjamas Team

Posted 1 year ago

“Found real lack of communication. I contacted 4time trying to move dates. It’s a great idea just failed to deliver on any service”

Helpful Report

Posted 1 year ago

Hi Aaron, We are so sorry to hear that you did not have a positive of using our services. Our customer service team have been reaching out to you so we can look into the matter. The PetsPyjamas Team

Posted 1 year ago

“The hotel was expensive but we were encourage by petspyjamas who sent us a new deal so we went with it. Horrible experience! the room we were given was tiny, no view from the small window, just a roof to look at, overbearingly hot room no way to reduce the heat. Everything stunk of smoke from the open fires. Food was terrible. But also not much room for the dog outside. PetsPyjamas over priced the stay, which was already not worth the money. Very upset and angry. We ended up leaving a day early because it was not restful at all. Such a waste of money! 2nd time I’ve used the service but I can no longer recommend you.”

Helpful Report

Posted 1 year ago

Hi Trinity, We are so sorry to hear that you did not have a positive experience. Our customer service team is reaching out to you so we can look into the matter. The PetsPyjamas Team

Posted 1 year ago

“your staff need training on your policies and procedures”

Helpful Report

Posted 1 year ago

“Sent wrong quote and only realised until after I had sent the money and tried to book the meal. Even after I had spoken on the phone to confirm details - still waiting a refund”

Helpful Report

Posted 1 year ago

“Rat infested cockroaches. Both my dod got fleas”

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Posted 1 year ago

PetsPyjamas is rated 4.7 based on 1,693 reviews