Birchwood Lodge Kennels & Cattery Reviews Summary

Staff and Service

Pros:

• "All the staff are so kind and caring towards all the animals, and I would highly recommend Birchwood to all."
• "Andy and his staff are friendly, courteous and helpful."
• "Andy and his team are not only extremely professional, but genuinely care and love the dogs that are checked in with them."
• "Birchwood lodge staff are kind, friendly and genuinely care for our pets."
• "The staff are so friendly and you can see they are all animal lovers."
• "The staff are friendly, caring & dedicated!"
• "Andy and Steven clearly love dogs and the dogs are well cared for."

Cons:

• "The man who owns these kennels is incredibly aggressive."
• "Haven't used their services, but the guy at the phone was incredibly rude and aggressive."
• "Our dog was sick after being at this kennels and the unprofessional people that work there was not helpful and rude."
• "I got a very rude text back which said 'I don't give any discounts' and 'it's up to you if you collect early'."
• "The owner behaved rudely and was verbally very nasty and aggressive in our hearing."
• "The messages received were very unprofessional and unthoughtful to treat a dog like that."
• "What I did experience though is a complete lack of customer service, understanding when plans change through no fault of one's own."

Facilities and Cleanliness

Pros:

• "We were impressed with the outdoor playing area for the dogs."
• "The fields the dogs exercise in are really big."
• "Fantastic facilities and lots of open play space for our dog to run around in."
• "The accommodation is clean and spacious."
• "The place was very clean, all the dogs seemed happy and energetic."
• "The place is very very clean, all the pets on site look happy and well cared for."
• "There is so much land for all the dogs to run around and play and we know they very well looked after."

Cons:

• "The dogs are in the kennels all day they get let out once in the morning and once in the evening don't have access to their runs they are shut and are left in the dark and cold."
• "Before you consider leaving your pet here I would take time to park outside and listen to the constant barking of the distressed dogs."
• "In all our pick ups/ drop offs I've never seen any dogs being walked."
• "I live nearby to the kennels and I most definitely wouldn’t send my dog there I’ve never know a kennels to have dogs barking all day every day."

Communication and Updates

Pros:

• "I love that the kennels post pictures of my dogs on Facebook, so I can see what they are up to!"
• "They kept us updated with videos, so we were aware how he was doing throughout our trip, which made us feel very much at ease."
• "Facebook and messenger updates were fantastic and gave us peace of mind."
• "Andy kept in touch with me throughout and totally put my mind at ease."
• "The daily pictures and message updates put my mind at rest."
• "Andy also gave me updates while I was away to let me know Luca had settled in well, as well as sending lots of pictures."
• "We got video updates and can tell they really love the dogs that stay with them."

Cons:

• "Why can you not just apologise for treating one of your customers in such a shoddy way instead of trying to pretend that the customer was somehow at fault?"
• "We could hear one of our dogs yelping in a very distressed state while we waited to collect her and were dismayed to find that blood was dripping from her face when we finally received her."
• "Was it his legal right to refuse any sort of financial agreement/middle ground? Yes. Was it ok the way this was handled? No."
• "If we message to see how they are doing we always get a speedy response."