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

“I’m still waiting a confirmation email which states exactly the offer I booked - Dinner, Bed and Breakfast. So far I have been sent the same email (despite my request for the above) which has board basis blank.”

Helpful Report

Posted 4 months ago

“Money not paid to hotel, who asked me for payment. Refund not paid to me immediately. Poor service”

Helpful Report

Posted 4 months ago

“The first thing I will say is that the people involved in pets pyjamas are very attentive- lots and lots of emails and phone calls. However, I found the website experience to be abysmal- the sort and filter functions don't work well- for example it wouldn't filter accommodation based on date- so when I eventually found somewhere to stay it was already booked for the dates I had selected extremely frustrating having gone through hundreds of entries. I had been gifted £300 vouchers otherwise I would have happily gone elsewhere I found using this site a lesson in frustration- it took me 11 months to use the vouchers because every time I tried to find some accommodation I failed. I will also say that I am not convinced they are a cheap option- admittedly very difficult to tell due to none of the properties having a fixed rate. Again, they were very helpful over email but I did have to say multiple times that I didn't want a phone call (due to being slightly hard of hearing) but they kept pushing for that. Perhaps, it is a generational thing but I would generally prefer to just go on a website browse the options and book rather than having to wait for a quote (there is a book online option button) and or talk to someone because the place I want to book is actually already taken or similar.”

Helpful Report

Posted 6 months ago

“Sadly, the booking experience leaves a lot to be desired. Email quotes do not contain the details of the room type or the cost, only a link is provided back to the hotel list of room options for me to select from, the website is slow and the 'see availability' links on some of the special offer pages do not work. This is not what I expected from a concierge service.”

Helpful Report

Posted 7 months ago

Hi Fran, We are so sorry to hear that you did not have a positive of using our services. We can see a booking has now been made and we hope you enjoy your trip away. The PetsPyjamas Team

Posted 6 months ago

“My interactions with Ella over the phone was great, she was really helpful and provided lots of options. The hotel itself was a great location, staff friendly and rooms amazing. However, my confirmation from PetsPyjamas said that we would have dog food, dog toy and a sausage for Bailey at breakfast. None of this was true. Bailey was allowed to come to breakfast in the end but we were put in a separate room as they did not want him in the breakfast in case of complaints this was the same for dinner so we ate outside the hotel. The hotels need to be more aware of what PetsPyjamas offer.”

Helpful Report

Posted 9 months ago

Thank you for taking the time to share your experience 🐾 We hope that you did have a lovely time, although we are sorry to hear some things didn’t quite hit the mark. We will pass on your feedback, and hope we will welcome you on another Pet-away soon! The PetsPyjamas Team

Posted 9 months ago

“Tried to book on Thursday 26/10/23 and the payment left my bank but did not clear at Petpyjamas, chased it Friday and Monday myself. No one was actively helping with this, just kept passing it to the next advisor. I altered the booking as my circumstances changed, but with calls going back a forth, due to not being able to speak to the same person, finally got it sorted on 31/10/23. Felt too long to make a simple hotel booking. All advisors were polite and professional, so I hope this is a one-off, so will try again, but will also bear this experience in mind.”

Helpful Report

Posted 1 year ago

“I received the confirmation after Ihad been encouraged to pay. It was wrong on several counts 1 breed of dog was Glen of imaal terrier but stated as giant schnauzer 2 2 person but I stated 1 person 3 i booked 2 dogs and not confirmed ! I have never been asked to pay hotel room in advance and now very unsure about this as since hotel has been downgraded from 3 star to 2 it seems that I am being charged for what is little more than a hostel”

Helpful Report

Posted 1 year ago

“I have never been away as a single lady with a large dog so booked through PetsPajamas to erradicate any difficulties. The information on website sounded amazingly dog orientated and friendly with an out door dog area to dine with your dog facility! However upon arrival after a long car journey there were no water bowls out or inside. I was sent unaided with bags and dog to the 3rd floor. There were no gestures of welcoming the dog with treats in reception or in room. Also no dog feeding station/bowls/old towels in room. I had taken my own but these would have felt welcoming. In the evening the 2 gentlemen on duty in bar and restaurant were both obviously scared of dogs and were jittery. I asked to dine and they said only guidedogs were allowed. The manager eventually allowed my to eat in the empty restaurant. I was disappointed my dog was not offered any water food or snacks. If avalivable i would of happily paid rather than get her to sit and wait and watch while i ate mine! I fed her in the room later. The next morning at breakfast the buffett was busy with lots of people and children and self serve style food. I asked if i could plate up and sit in a seperate area when we could relax and enjoy breakfast more. I was told no. The manager later agreed we could. There were no other dogs to my knowledge. Staff did not know about the 'dog friendly' services advertised and the hotel seemed to tolerate rather than welcome dogs. I felt let down as paid a lot of money as i thought my dog would be spoilt..she was not. In general the hotel was nice, rooms confortable with ac, par parking ample and food nice..but not dog friendly.”

Helpful Report

Posted 1 year ago

“As a new customer to the site it was very frustrating not to be able to talk to someone. When I did I felt their manner was very rude to the point I felt reprimanded.”

Helpful Report

Posted 1 year ago

“Bit disappointed really, the room we booked was a Good Room at the Arch House, as all the rooms at The Globe Wells were booked. The room we ended up staying in looked nothing like the images portrayed on your website, infact the room was bland, tiny and difficult to get the dog comfortable.”

Helpful Report

Posted 2 years ago

“Lovely people but too many of them dealing with each booking and as a result there was total lack of communication between the Agents. A disaster with the hotel I booked due to lack of information. Pets Pyjamas appear to be too frightened to upset the hotels they work with and one gets the feeling they are more concerned about them than the client. I had to call an Agent almost daily to sort out the many problems with The Polurian Hotel in Cornwall. After a continuous battle but no apologies I have been promised compensation of one night's accommodation and seven days on I am still waiting. In spite of my contract being with Pets Pyjamas, they expected me to deal with the hotel regarding all the various complaints. This was a three star hotel charging 4 star prices. I asked for a quiet room and was allocated a dark, depressing room with the car park right outside my window. I was then moved twice; once to a room I was told I would have to vacate after two nights and then to another room with the wind howling (no exageration, I have the recording) all night. Eventually after three nights a very helpful maintenance man duct taped the windows which enabled me to be able to sleep and to stay warm. It was appalling. All this for the best part of £3000 for one person for 11 nights. The menu barely changed and the presentation was basic. Vegetables were mostly an extra charge and consisted of kale, kale and more kale unless one made a point of asking for 'no kale please'. Never again either Pets Pyjamas or The Polurian.”

Helpful Report

Posted 2 years ago

“Lovely people but too many of them dealing with each booking and as a result there was total lack of communication between the Agents. A disaster with the hotel I booked due to lack of information. Pets Pyjamas appear to be too frightened to upset the hotels they work with and one gets the feeling they are more concerned about them than the client. I had to call an Agent almost daily to sort out the many problems with The Polurian Hotel in Cornwall. After a continuous battle but no apologies I have been promised compensation of one night's accommodation and seven days on I am still waiting. In spite of my contract being with Pets Pyjamas, they expected me to deal with the hotel regarding all the various complaints. This was a three star hotel charging 4 star prices. I asked for a quiet room and was allocated a dark, depressing room with the car park right outside my window. I was then moved twice; once to a room I was told I would have to vacate after two nights and then to another room with the wind howling (no exageration, I have the recording) all night. Eventually after three nights a very helpful maintenance man duct taped the windows which enabled me to be able to sleep and to stay warm. It was appalling. All this for the best part of £3000 for one person for 11 nights. The menu barely changed and the presentation was basic. Vegetables were mostly an extra charge and consisted of kale, kale and more kale unless one made a point of asking for 'no kale please'. Never again either Pets Pyjamas or The Polurian.”

Helpful Report

Posted 2 years ago

“Selected to pay deposit and went through all payment but when I got the confirmation the full amount had been taken, no indication that this was going to happen.”

Helpful Report

Posted 2 years ago

“Just received a very pleasent reply to my review about the non appearance of my refund .Very nice reply but I STILL HAVE NOT RECEIVED MY REFUND . Nice mean nothing without action.”

Helpful Report

Posted 2 years ago

Dear Gillian, Can you please contact us at support@petspyjamas.com or give us a call on 0203 642 3160 so we can further assist you on this? Many thanks Charlie, PetsPyjamas

Posted 2 years ago

“I booked a room for 2 adults, 1 child and a dog. When we got to our room there was no bed for our daughter. We were moved to another room which wasn't big enough for a pull out bed but they squeezed one in. We were told by the hotel they don't do family rooms so not sure whey Pets Pyjamas sell this hotel as a room that can sleep 3?”

Helpful Report

Posted 2 years ago

Dear Caroline Branton, Thank you for your feedback. I’m sorry to hear about your experience with us. It sounds like you had a frustrating time, and we want to do everything we can to make it right for you. We would be happy to review the specific incident in more detail with you so that we can better understand what happened and how we might improve going forward. Please feel free to reach out via email at support@petspyjamas.com or through our live chat feature on our website – Live Chat Support. We’re committed to providing excellent customer service and are looking forward to hearing from you! Very Best Wishes, Charlie from PetsPyjamas 🐾

Posted 2 years ago

“Room wasn’t very clean. Milo wasn’t allowed in the hotel despite being told he could join us for meals and drinks in the bar. Told that he was entitled to his own breakfast (an extra sausage) but the staff knew nothing about this so I had to cut up a sausage and wrap it in a napkin to take back to the room. No pet bowls or treats. Grounds and spa treatments were fantastic. Very limited choice of meals. Confusing restaurant bills due to £25pp per night not being mentioned on first night but deducted on receipt for the second night. Feel misled by Pets Pyjamas, not as pet-friendly as sold over the phone. Hotel were hosting 3 weddings during our stay so we felt restricted in terms of which parts of the hotel were available for use.”

Helpful Report

Posted 2 years ago

“Website has a nice feel but the functionality is poor. Unable to search by date for av ailable properties. Had to go into each property to check dates. Also, it took me 4 attempts to process the payment as it kept saying it had timed out as no activity for 20 minutes- even though I was constantly using the site”

Helpful Report

Posted 3 years ago

“My husband booked a 3 night stay for my 60yh birthday. Just weeks before corner started. He rang and rang about moving our brake to this year. No call back No response at all. So I started with emails So many with no response Untill I said I'd get my solicitor. We then had a refund. Never again and no one got back to us to say sorry”

Helpful Report

Posted 3 years ago

“Initial contact with Melanie was good yesterday evening and I paid the deposit. HOWEVER I received an email at approx 3am this morning regarding me paying the balance as it was 12 weeks to our holiday. Have tried to pay this today without success. Have sent an email and also rang Melanie's number and the main telephone but no answer by anyone. Just say everyone is busy. Hope this is not ominous and hope you are not like other travel firms who ignore you once they have your money. Please contact me on my mobile number ASAP tomorrow.”

Helpful Report

Posted 3 years ago

“I selected dates of 30/5/21 check in, 31/5/21 check out. the dates were lit and available. when I had my confirmation mail, the dates had changed to 22nd/23rd August! this was after I had paid in full. then when I phone next morning, I'm told the old old story "we are experiencing exceptionally high call volumes". etc etc. I have now written to support as given on the outgoing telephone message.”

Helpful Report

Posted 3 years ago

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

PetsPyjamas Reviews