Adelaide Hills Pet Resort

The abrupt cold manner from the owner should have been a warning when we went to look at the place. Our dog was returned to us hopping with fleas, skinny, and unwashed despite being advised he would have a flea bath on the day of pickup. Our pet was skin and bones after two weeks of what I now call "brukunga gulag" and the staff had the gall to contradict us and say that his weight was normal. Our poor dog was so weak and starved. Never again.

We have been customers since 2009 and in that time we have spent over $10,000. Weve always supplied our own food as our dogs have a special diet, and never once asked for a discount even though they are not supplying food (which is part of the fee). Their customer service has never been great, but I always felt confident that my dogs were well looked after so I overlooked it.

In January we made a booking for June-July. I rang in May to confirm and advise we were going to be home 2 days early. They advised they have a strict no change policy in school holidays so I accepted Id have to pay for the stay, however I asked during the call whether we could negotiate the pickup Saturday as they are charging me for a full day but required me to pickup the dogs by 1pm due to their business hours on that day. They advised theyd get back to me.

What followed was an email exchange which leaves me stunned. The first part I was ok with...

"Yes, Clients certainly can, and do, utilise the full day boarding fee on Saturdays. They pick up on Sunday morning at no charge for Sunday if pets are picked up between 8.30am and 9.30am".

My first thought was, fair enough, well pick them up Sunday morning. But I kept reading and was genuinely shocked (see below).

"No business can please or cater to 100% of client requests 100% of the time and we apologise that our open hours, our peak season terms and charging system do not meet your expectations... We are refunding your deposit and will issue you with a copy of the bank payment by email and you will be able to make a booking with another facility to suit your dates".

They cancelled my booking. No discussion entered into, no phone call, no nothing. After 7 years of custom they decided to terminate our booking because we asked a question. We never suggested wed cancel our booking. I can only guess they took this stance in hope wed not find anywhere else and we'd be left wihout care for our dogs. I certainly won't be booking again!

This is the ONLY ressort I would ever leave my beloved family members with. I know that they look after my dogs as they would their own, with love and care. I love this place and would love to stay here myself for some country R&R!. Mant thanks to the owners and workers for keeping my dogs safe and happy while in their care.

Fabulous pet resort. Management are caring and dedicated to meet your pets needs. I have used this business twice and would not now consider sending my beloved dogs anywhere else. Cannot find any fault....