Pooch Hotel

We have boarded our dog on many occasions. We have never had a problem before. We always get a happy/​tired dog on his return. This one leans to the not-​so-​great side.
Pros: Immediate answer to the phone when calling. Availability of being able to board our pup on short notice. Good checking of vet records. Everyone was incredibly polite and I had no issue contacting anyone or using the webcam to watch them all hang out in the play areas.
Cons: That scared look your dog gives you when he had a terrible weekend and is thanking everything that you are finally there to get him. The SMELL! It reeked of urine in the building. He reeked of urine. EVERYTHING we brought home from there reeked or urine. He got an immediate bath before I would let him near our couch or bed (Not the ideal welcome home from being away, also we bathed him shortly before going). Clearly his bed (and him too I think) had been sprayed with something to temporarily cover the scent. Didn’t really work. Clearly the bed hadn’t been directly urinated on, but the smell permeated everything.
I’ll be looking elsewhere for our dog in the future.

We left our 2 babies there a few years ago while on our honeymoon for a week. First off when we arrived when scheduled (6am) the girl at the counter was either sleeping or lost in space but we waited outside for 5 – 8 min for her to unlock the door. Secondly, we reserved one of the 2 suites in the main room because A) we trust nobody and B) it has cameras we can watch in the room ²⁴⁄₇ to ease our concerns. Anyhow, when we get there her dog was not only in our private room, but it was filthy and messy… Great way to check in. She said we could leave our pups with her and she’d clean up and move her dog. We refused and waited while she moved her dog and quickly cleaned up. Horrid first impression especially when paying just under ONE THOUSAND dollars for a week. For that astronomical amount of money this place should be über professional and like the Ritz, not a casual awkwardly managed environment. Probably the first and last time we use their services. In addition, most of the people who work there are kids.

I love this place! From Tara the GM to the guy who opened the door for me at 12am. The customer service is above all and hands down Daisy (a Doberman) fav place for boarding and or daycare. I only wish it was closer to us.

We bring our 4-​year old border collie/​aussie mix here somewhat regularly. The staff is generally very friendly and helpful, great with the pups! Rarely the place seems a little dirty, but usually they’re on top of it. I don’t love that play time is a bit more limited compared to other places we’ve tried. It’s something like 9 – 12 and 2 – 5, with crating at all other times. But they’ve been very flexibly at times when my husband and I can’t make it right at 7 to pick him up, and they don’t charge us extra. We recently used their groomer and she was wonderful! Incredibly competent. Knows what she’s doing and shared her knowledge more than any other groomer we’ve had. Gave our very fluffy pup a great summer cut and full groom for a very reasonable price. Finally, they also have a pick-​up and drop-​off service for an extra fee. We haven’t tried it yet, though.

We just had our first stay at the Pooch Hotel in Newton. I knew that boarding my dogs was not going to be the most fun for my two large dogs who are pretty spoiled at this point in their lives. After visiting a few other kennels, and touring Pooch Hotel my boyfriend and I decided to board our dogs for 3 nights/​4 days at Pooch Hotel. We thought that the standard room choice (with the clear doors and enough space for two dog beds) was a better option than the small crates some of the other kennels in the area use for their dogs.
I used the link a few times over the course of the weekend to watch my dogs and once I actually saw them in the play room together. Since I requested that my dogs do not play with other dogs (only each other) I understood that the times of the day that they were in the room would vary. When I called after my dogs had been there for about a day the woman on the phone recognized who my dogs were and let me know that they were doing fine and that she would send me photos of the dogs the next day. I never received any photos…
I assumed that my dogs were fine for the remainder of the weekend and when I picked them up was told a price that was about $ 100 higher than the amount I was quoted. The woman who was checking me out said that I elected for individual play (apparently this is the option where someone goes into the empty room with your dogs and plays with them). The one time I did see my dogs, there was no person in thebroom with them. I did not ask for individual play with a person, and the woman was nice enough to remove the excess charge to bring it back to the price that I was quoted.
Then an employee brought my dogs out, with their two dog beds in tow, and let me know that I should feed them dinner when I get home because they had only been grazing on food all weekend. One of my dogs was fine — just a little skinny. My other dog had the whole front of her nose ripped off — you know, what happens when a dog has its faced pressed against a wire crate or kennel (also, attributed this to the fact that my dog missed me). This I found strange because I was under the impression that my dogs would be staying in one of their rooms with the clear front entry ways that had no wire crating. When the employee handed me the dog beds she let me know that one of them needed to be washed since one of my dogs had an accident. This is what troubles me to most — my dogs are very house-​trained. It didn’t seem like either of my dogs at all but in the interest of wanting to get home, we proceeded to the car. Once in the car I notice that my dog with the scratch on her nose, also has a large mucous ball in her eye. I have been a dog owner for years — so this sort of thing doesn’t have me jumping to conclusions but at this point in the weekend I was starting to think less and less of the Pooch Hotel — or really, what happened all weekend that my dog felt stressed enough to scratch her nose open and have an accident on her dog bed — and how long did you leave a soiled dog bed in my dog’s kennel for?
So far, the dogs are fine overall — so I am happy with that. My dog’s nose is healing and her eyes appear to be fine as well, although both dogs are a little skinny.
I don’t know why it is so hard to find a reliable, responsible, and reasonably priced kennel in the Boston area but it really is. Would I use the Pooch Hotel again? Maybe — but I would definitely be uneasy.

I have visited and toured the Pooh Hotel twice since I was looking for a place my dog might stay when I cannot take her on vacation. Both times, the employees were rude, ignorant, and disrespectful. The place is loud and smells terrible, and the play rooms are small. I never actually let my dog stay here, but I would not even recommend wasting your time visiting it. Especially after the little frenchie Boggs was mauled to death at a different Pooch Hotel, and the poor and insensitive handing of the situation by the company, I will never let my dog stay at any Pooch Hotel.

Recent low ratings of Pooch Hotel troubled me so much that I spoke with the GM, Tara, before leaving my dog for a recent 9-​day stay. I’m not discounting the experience of others, but my experience continues to be good. My Scottie, Bally, was in excellent health and spirits when I picked him up. He ate. His meds were dispensed (if they weren’t, we’d know. Bally would have been hospitalized or dead); ditto for giving him anything but his prescription food. And the Pooch People even threw in a complimentary bath. They also emailed two photos of him while we were away.
There is room for improvement and there have been glitches. On this stay we saw via webcam that my dog’s food had been removed. Clear instructions are given that he free feeds and must always have food available. One call fixed that. The webcam process can be flawed. We *always* have issues with the username and password. But again, one call to Johnna (sp?) and less than 10 minutes later we had new credentials and could log in. They really should consider upgrading, though. And on this stay one of the food containers we left was lost.
Are these «issues» a big deal? Considering that options in the area include penning him up in a Spartan run or, worse, wire cage, or boarding him at a kennel that doesn’t provide private space and has dirt runs, no way. The Pooch intake team checks veterinary records every time without fail. The place is always clean. If we can’t take our Bally Boy with us, we know we can trust his welfare and happiness to the Pooch Hotel.

I’m truly saddened to have had such a horrible experience this time around because I really do love this place/​the employees (and so does my pup). However, after a week long stay my dog acquired HORRIBLE kennel cough (and a $ 250 vet bill). If you’re going to run a doggie daycare facility, each employee should be trained on kennel cough symptoms, and any other common dog illnesses for that matter.
My dogs cough was so horrible that my vet said his symptoms were near pneumonia! The employees had to have seen a change in my dog in the time he was there, or at least could have had the decency to call my emergency contact to get him home and to a vet.
All the Pooch Hotel could offer was a free weekend stay in the presidential suite, but honestly, I don’t think I’ll be back if they can’t make sure their dogs are up to date on shots.

I will NEVER be bringing my dog Kasey back here. If you love your pet and want them to be safe and cared for then please be aware of leaving your dog here.
I put my dog here for 5 nights and a grooming on the last day. When I picked her up on Saturday the nasty woman behind the counter «wanted to warn me first before bringing my dog out that there was something wrong with her eye.» She made it seem like it was nothing because their Vet Tech had took a look and then proceeded to blame my dog for having bad eyes as the possible cause. She said they didn’t even notice it until the groomer saw it she was being groomed that morning. When they brought her out her right eye was red and oozing with puss due to an obvious infection. I was too upset to fight with them at the time and I just wanted to get Kasey to the ER.
The ER ophthalmologist said that she had a large slice in her right eyelid and it was badly infected.
They obviously do not pay attention to the dogs or ensure they are healthy while staying there or someone would have noticed her relieve the injury and the puss oozing from the infection.
Not only did they not notice or inform me when it occurred but then they blamed my dog for having bad eyes. I’m sorry but needing drops in the left eye due to cataract surgery does not cause a slice to the right eye lid. They took no responsibility and never apologized for my injured dog. I will never be bringing Kasey back here.

In spite of the positive reviews I found and the good experience my dog Rocky had with their daycare prior to his boarding, this place ended up being a nightmare. After being there for the weekend we spent our first evening back at the doggie ER due to multiple bite wounds on his ears and face along with obvious back pain. This place did not tell us anything bad had happened to him, and when we asked them about it they all seem to be unaware as to what it could be in spite of having cameras everywhere and bathing him this morning. They are still «investigating». I understand dogs get into scuffles, things happen. I do NOT understand the Pooch Hotel choosing to not inform us of this incident and no one having any knowledge of it. The injuries were such that there was definitely bleeding, likely for more than one day. And the pain was such that they could not have given him a bath without noticing his whining and whining. Needless to say our furbaby will never set foot in any of their establishments again. Rocky’s now on pain meds for his back and should be healed in a few weeks. A $ 350 ER bill was NOT what I expected after a $ 250 boarding bill.

I had worst experience at this place. I’m so upset that I have no words to describe it! First of all, I had my dog stayed for a couple days in their «Presidential suite» which includes a ²⁴⁄₇ webcam service. We dropped her off at 7am, 24 hrs later I still didn’t receive any emails or links to view my dog. So I called and a very rude man answered the phone while talking to his co-​worker. With his «I don’t really care» attitude I asked for the link and sure enough he did not send it to me. I called couple hours later and a girl named Laura gave me the link finally. Well, let’s talk about their grooming service. NIGHTMARES!!! I have been taking my dog out to grooming since she was a puppy, she’s now 7 and she’s never been cut once. In fact, she always get praised by all the groomers on how great she behaves during grooming. When we picked her up here at Pooch, she has a big and deep cut by her inner thigh not to mention how bad my dog looks after their grooming. The girl said «I’m sorry but your dog was moving during grooming. We put some cream on her already. You can call my general manager to make a complaint.» We asked for creams to apply on her at home and she once again said we already applied some cream on her. WHAT!!! Really?! This is the service my dog and I deserve for paying $ 75 per night at your hotel???

I brought my 8 month old Lab «Peaches» there today for a half day of daycare. I love this place. It is so clean and the staff is incredible! I am bringing her back for the rest of the week. I am very overprotective of her and I love the webcam ability. She went running in to play today. The staff was so upbeat and welcoming. So grateful

After reading all the great reviews how could you not be pleased with pooch hotel? I’m very disappointed. My dog is a very easy dog to care for and has been to several boarders and with us being new to the area I had high exceptions for this place. Such a disappointment that they can’t follow simple instructions to care for my dog when that’s what I’m paying them to do. Dog wasn’t given any of her treats that were instructed for her to get, came home with over half of the food I left and when we got home from picking her up she had another dogs collar on. Will never take my dog back!

Pooch Hotel Newton EARNED every one of five Unilocal stars. Petco hit the nail on the head at the Pooch Hotel Newton. The staff are exceptionally friendly, dedicated, efficient, and customer-​centric; the Pooch Hotel Newton is immaculate; our dogs loved Day Camp there; and Pooch Hotel Newton operates 24 hours a day, giving it a competitive advantage over everyone else in the Metropolitan Boston area.
It’s gratifying to see a business that has figured out how to deliver exceptional service and an exceptional product.

I’m new to town and was in need of a dog boarder for when I was going on vacation. My dog has frequented boarders and we’ve had mixed experiences, some great others not so great. I have a large dog who is high energy and gets along with dogs of all sizes. Our not so great experience have been at places that charge extra for daycare (on top of boarding) and then limit their playtime to only a few hours. After doing some research, I decided to give Pooch Hotel a try. I was a little skeptical at first since they’re a chain, but we had a great experience. They offer boarding service which includes day care. I was able to make my reservation online and received a prompt email confirmation. The staff was more helpful with all my questions and always quick to respond.
The place is very clean, the staff is super friendly and my dog loves it. He comes home exhausted. We’ll definitely be back to visit Pooch Hotel.

A little about my dog & me: we are that creepy attached «does that woman seriously think that dog is her kid?» kind of mom & pup duo. I’ve had Roscoe for almost 7 years and I never had to board him until I moved to Boston. The first time I did, it was at his vet and it was a dreary scene. Metal wire kennels, crates & blankets for beds, loud, confusing, and enclosed area. Roscoe was really weird when I came back at first.
So I was really nervous to take him here, but it was the SAME PRICE and they had plexi glass doors (which may seem like no big deal, but Roscoe rubbed his nose raw on the metal wire). We dropped him off and they let me take him back to his «room.» It was loud, but he had a full dog bed, his toys, and his food in the room with him (which is great because he’s a grazer and will not eat if other dogs are around). They emailed me updates daily and sent me the link to the webcam in the play room so I could see him for myself. We got there around 11:15 PM to pick him up and someone was there and got us in & out quickly.
A few weeks later, I had to drop him off for another weekend and he RAN to the door of the play room and was SO HAPPY to be there. That told me all I needed to know– he wasn’t scared or upset that we were leaving him. He was stoked that he got to play with the other pups again. I also like that it’s all inside as I am, again, a crazy helicopter mom and was afraid of him slipping his leash. The staff were all helpful explaining the processes and fees and keeping me informed. I am so excited to have found this place and will not be boarding my dog elsewhere as long as we live in Boston.

I can’t say enough about this place! Pooch Hotel gets it right. Our Flash is a difficult dog, she is a rescue and takes a lot to warm up to places. At this point she is probably happier being at the Pooch Hotel than at home! The staff knows and loves her and we feel very confident bringing this she girl there. She thrives playing with the staff and other dogs. She is truly at her happy place when she is at the Pooch Hotel. I wouldn’t be surprised if she closes her puppy eyes and dreams of this place! Love!

My dog loves coming here. He doesn’t even look back when I hand him over to the sweet people who work there. He just goes off tail wagging and trotting along with them. The place is always clean and tidy. His little «home» where he is is perfect for him. They have an amazing range of sizes for them and they get play time! They have a whole area where they can run around together for several hours a day! It’s an amazing place and I wouldn’t think to take my little guy any where else.

My mini-​doxie T-​Rex stayed at Pooch Hotel for two nights. It was his first time at a doggie hotel and I was pretty nervous.
I had a bit of trouble with the staff over whether or not his distemper vaccine was valid. It was a headache, but once that got cleared up, I didn’t have any issues. And I guess I would rather the hotel be overly cautious about health than let my T-​Rex get sick. That was the only drawback for me.
Positives:
1. They let my intact male dog stay there and participate in group playtime (don’t worry, they oversaw him)
2. My pup is really social, so the playtime was great for him.
3. People are saying that this place is expensive, but $ 50 a night was one of the best deals I found in the Boston area
4. They are open 24 hours, so I didn’t need to worry about rushing back from the Cape to pick my dog up by a certain time.
Overall, my doxie loved it. He tried to run back into group playtime when I picked him up. Best of all, he was exhausted! He slept for about 18 hours when I brought him home, plenty of time to allow me to get some rest.

I am in love with the Pooch Hotel. More importantly, my puppy Stella is in love with the Pooch Hotel. She’s a regular at their daycare and has boarded with them a number of times as well. She comes home happy — and perhaps more importantly, tired! — every time.
Since adopting Stella last spring, we have tried a number of different daycare and boarding options in the area and I find Pooch to not only be the safest, but the friendliest of all as well. They know her by name and snuggle her as if she was their own. They can tell me down to the minute how her day went and if they notice anything with her behavior or health that seems amiss. I also appreciate the fact that they give all pups «downtime» around noon to let them nap and give them a break from play. Pooch will also give Stella her carry-​in lunch while she rests in her suite for no additional charge.
To address some of the concerns expressed by other reviewers — I find Pooch to be the cleanest facility for daycare and boarding I have ever seen. Have you seen those other places that use couches and rugs?! All surfaces at Pooch are non-​porous and the entire place is sanitized daily. I don’t necessarily agree that one should criticize if their dog gets sick — that responsibility lies with other owners who bring a sick dog in. I know that if Stella were ever observed to be ill while in their care, they would separate her from the pack and call me right away. Besides, we take her with us everywhere, and there are countless other places we visit that she could pick something up as well.
Also — say what you will about the Big Corporate Monster, but I find the fact that they are owned by PetCo to be a benefit. An established company means better accountability — at least when compared to my experience with other daycare/​boarding facilities. Plus, the price of her care is credited towards our PALS rewards, which means that for every $ 50 we spend, Stella gets a new chewy toy. Puppy for the Win!