Charlestown Pet Hotel 39 Otley Road, Charlestown, Baildon, Shipley BD17 7JP

"The website says open till 6, so I set off just after 5 to go get my cat, only takes 15 mins so I knew I would make it in time before they shut. My mum rings ahead to let them know I was coming and she tells my mum that they were shut. I then ring her myself and explain that their website says open till 6 and that they should update it as this was not true. I had to pick my cat up a day early due to not having a car which is why I needed to pick my cat up tonight. The woman was rude on the phone and told me that I had to come tomorrow instead but I was already on my way so therefore I wasn’t about to turn around as I was getting a lift there. She argued with me on the phone when I got there as I accidentally went to the wrong car park, when I got there she charged me £80 even though it should’ve been £70 as I picked my cat up a day earlier. Also, when I arrived there she wasn’t even ready with my cat but had the audacity to complain to me on the phone about coming too late. She then told me to check this was my cat as she has another cat with the same name, this shows me that she was very unorganised and not professional at all! I then opened my cats carrier to check that it was actually my cat and as my cat stuck his head out she pushed him back in and called him a “fatty”. I was not happy with her calling my cat that at all, nor do I think anybody would be happy with that! 0/10 I would NOT recommend at all! Also, my cat stunk! I rated this place 1 star but in reality it shouldn’t even get a rating! Horrible horrible horrible place and woman! Not happy at all and neither was my cat!"

"Brilliant place ! Would not leave my dog anywhere else. Always comes home a happy well looked after dog."

"Have been coming here for over 7 years with my dog and for the past 3 years with my additional Spanish rescue dog who they are amazing with too. I wouldn’t go anywhere else, such lovely people wouldn’t trust my dogs with anyone else x"

"Looked after our 14 year old staffer and our 18 month frenchie,,lovely people and really cared for our dogs,I would really reccomend"

"We've started bringing our dog here after finding she was terribly anxious, losing weight and sleep and in poor condition after recent stays at our previous kennels. She can be an anxious dog in general and hates kennels, so we were very pleasantly surprised to find that she neither protested at her last drop-off nor dragged us out on pick up as if she couldn't wait to be away. She's come home like her usual self and we won't hesitate to leave her here again. Thanks so much."