PetsPyjamas Reviews 1,243

We were booked to travel to Scotland for a week, leaving Sept 7th. Our poor pup had an accident which is now resulting in major surgery. We contacted pets pyjamas, to see what we could do. After a bit of backwards and forwards, they told us the hotel wouldn’t allow us to travel on a different date and we stood to lose all our money. Over £800. I spoke direct with the hotel only to find they haven’t yet been paid for our upcoming visit and it is in fact pets pyjamas holding onto our money. They are a complete and utter disgrace, with zero conscience or empathy. Just greedy and happy to take money and provide zero service. DO NOT USE

We booked a 3night stay at a hotel in England Via petspyjamas . This was for our 30th wedding anniversary. Since booking only a few days ago we have had to cancel. We have an issue in our garden that will cost us hundreds of pounds. Straight away I contacted them to explain and to cancel. They since said to cancel will cost us 25% of the booking!! I genuinely did not know this and when booking nothing highlighted this to me . I am gutted not only to be unable to travel due to this unforseen circumstance, but for a company to be able to make money for nothing.

Booked Paws and Prosecco break for Bank Holiday weekend . Showing as available ,allowed us to book and paid in full . We then had an email telling us this was only a provisional booking and there was no guarantee the Hotel had any rooms left !!Called and spoke with an agent who told me they were finishing at 6.30 so would try the Hotel the following morning to check !!! The morning we were due to travel . Asked her to try them now so we knew whether or not we had a weekend away to pack for . Agent put us on hold and then Informed us there was no answer so there was nothing else she could do . I called the Hotel myself , got through instantly and was told the hotel was fully booked for the entire weekend. Still waiting for the promised refund

Smooth booking followed by great customer service when an issue unrelated to them occurred during the stay.

We were excited to book a hotel where our puppy could join us! It is now past 2pm on day of travel - for a 3pm check in. Crickets! Pets pyjamas have taken the money and an automatic conformation said our booking is requested yet not confirmed - then why accept booking?? - I have had no response to several emails I have sent today so our trip will have to be cancelled. Shocking / non existent ‘customer service’. Never again

Absolutely awful experience - the worst service I’ve ever encountered.
Despite showing live availability and asking for your check-in/out dates and number of guests, the website doesn’t actually book anything. You’re not making a real reservation - you’re paying for the chance that someone else might make one on your behalf.

It’s incredibly misleading and a complete waste of time. I strongly recommend skipping the middleman and booking directly with the hotel, or using a trusted platform like booking dot com, where what you see is actually what you get.

Customer service? Non-existent. I’ve sent multiple emails and haven’t received a single response.

Avoid this company at all costs.

We made a booking of nearly £400 last week specifically to take our dog away as he is getting really old and thought it would be a nice treat however sadly our beloved dog is no longer with us and petpyjamas refuse to refund us booking even though it is not until mid August. !!!
Absolutely shocking business!!

I recently booked a cottage with PetsPyjamas. They have in the past always provided an excellent service. I do use them for the ‘concierge’ service. I requested a cottage in the south west with 5 bedrooms and walking distance from a beach. They sent 2 options and we chose one. A wonderful stay, everything went smoothly and a great stay had by all.

I had an issue with a particular element of a hotel we were staying at. The customer service I received from PetsPyjamas was excellent in helping me resolve the issue.

I received a voucher for my birthday (£100). There was a problem with my booking, which was completely my own doing and fault, however Claire from customer services was extremely helpful and resolved the issue. Claire was professional and went above and beyond to sort the issue, her warm personality even meant we managed to have a giggle along the way. I'm looking forward to my stay in our hotel in the Lake District in August.

DO NOT USE THIS COMPANY!!!
My parents who are in the eighties turned up to the hotel and Pets Pyjamas had just forgotten to book with the hotel. The hotel called them and they answered the phone, giving no apology to my parents about the issue.

My parents one of whom is registered disabled had to take a room which wasn't suitable - they had to climb stairs to get to their room and no courtyard for the dog.

The worst thing is they have made no attempt to contact my parents, ive called and emailed three times - no reply

Oh and they hadn't paid the hotel by the time my parents left.

Absolute shower of a business - just go onto Hotels.com or Booking.com and ask for pet friendly places to stay.

This company are a total waste of space.

UPDATE

I HAVE CANCELLED MY BOOKING AND FEEL FORTUNATE TI HAVE RECEIVED MYDEPOSIT BACK.

Booked a 60th birthday break and have no confidence that the booking has been made with the property. They have nearly £200 deposit and I am loathe to pay more after seeing recent reviews. Clearly going out of business.

Similar story to other people. I want to cancel my booking for June due to a change in circumstances. I have emailed but have had no response. Both phone lines go straight to voicemail. The Hotel has contacted them (must have a different line) and they have promised to call. Nothing so far. Either they are going out of business or they have appalling customer service.

I booked a hotel stay with Pet Pyjamas but had to cancel due to my wife Alzheimer's after a week i emailed the company to ask when my refund would arrive in my bank account. After all this greedy company charge 33% for cancelling when they have not paid the hotel. They did not even reply to my email.
I spoke to hotel who said we have not charged them anything.

Do not use this company, they have effectively stolen money from me. Booked a home through them, which turned out not to be available so therefore asked for a refund as nothing else suitable. After significant chasing a pending credit appeared on my account which never cleared and now they are not answering requests for a refund. Referred to the credit card company to resolve.

So YOU JUST REPLIED AFTER 3 MONTHS
I rest my case
Pathetic!
Assume they have gone out of business??
Have tried calling for 3 days
Sometimes it says number not in service
Other times the caller is on another call
Sent 3 emails over 6 days
No reply

We have booked a hotel for new year.having paid at the beginning of November we have been advised that our reservation for 8 people has been cancelled because pets in pyjamas has not paid them despite repeated requests.we are left with no booking and to late to find an alternative.pets in pyjamas have defrauded us of our money and our holiday for 8 people.I would not recommend them

Shocking experience. Our room was the furthest away from the main hotel, next to a substation and over looked the main road, not the pretty gardens that was advertised. The room was poor, a noisy fridge, and a tv that didn’t work properly. But finding hair on the bathroom floor was the final straw.

We complained to the staff who were quick to oblige and moved us to another room.

When we came to settle our bill, I was surprised to see that we had to pay an additional price for our dinner. I was informed that the dinner only amounted to £40 per person, (this doesn't even cover three courses, even when choosing the cheapest dishes from their menu). When the booking says Dinner, Bed and Breakfast, I expect that to be included. I have searched their terms and conditions and couldn’t find anything relating to a price cap on dinner. There is nothing in their terms and conditions about this.

I have complained to PetsPyjamas and still haven’t received a response. It says that their customers are their number one priority. Well they’ve just lost one. I’d never bother with this company again, and if I’m honest, use them to find a hotel that accepts dogs and then book directly.

We booked and paid at the end of August for a two night break in N Wales. We arrived last night to find that our payment had not been transferred by Pets Pyjamas to the hotel and we were required to pay again for our room.
Email to Pets Pyjamas has so far not been answered and the two numbers shown on the booking confirmation are unavailable.
Very annoyed!
18 Oct- still no response from Pets Pyjamas but they have just transferred payment to the hotel so we have been refunded this morning. Not an experience I would wish to repeat.

Excellent way to travel with your pet in truly pet-friendly houses. I only had a hiccup that Michael got sorted in a very professional way, as the house I had booked showed available on other websites on the same dates I had booked it. The communication with Petpyjamas’ team was also very good on social media.
With Petpyjamas we can finally find houses that welcome our pets without strict pet-unfriendly restrictions.
The house we booked was beautiful and clean. We enjoyed our stay a lot!