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Overall User Score 2.0
based on 4 reviews

Hanrob Pet Hotels

Address: 1800 Princes Hwy, Heathcote, NSW, 2233
Phone number: (02) 8508....
Email: Click to view
Year Established: 1981
ABN: 69082974936
Trading/Opening hours:
Mon: 8:00am - 4:00pm Tue: 8:00am - 4:00pm Wed: 8:00am - 4:00pm
Thu: 8:00am - 4:00pm Fri: 8:00am - 4:00pm Sat: 8:00am - 4:00pm
Sun: 4:00pm - 6:00pm Public Hols: ---  
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4 Reviews and 5 Comments


For the last 30 years Hanrob Pet Hotels have been passionately caring for cats and dogs while their owners are away. We currently operate facilities across both Sydney and Melbourne and are the only pet hotel to have convenient airport locations.

Our aim isnâ€TMt just to provide your pets with the best possible care & attention during their stay, itâ€TMs to provide them with a unique experience so that they will feel like they're on a well deserved holiday to.

To ensure your pet gets the most out of their stay, we offer extra grooming and world-class training options for all our guests.

With over 140 vets across Australia already recommending Hanrob Pet Hotels, and the widest range of convenient transport options such as a free vet shuttle services, Hanrob Pet Hotels really are the Pet Loversâ€TM Choice.

Our pet hotels are located at:

Sydney Airport
Heathcote - South Sydney
Duffys Forest - North Sydney
Melbourne Airport

Visit the website for more information or to make a booking.

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11 Oct 2013
My beloved dog DIED at Hanrob. A beautiful, healthy and happy 4yo Great Dane. As I read the reviews on this site the same problems keep on resurfacing. I wish I could say my dog will never go back there, tragically however, she never got to come home. Had it not been for the fact that I am a veterinarian, a specialist surgeon in fact, I think how my dog died would have been swept under the carpet. Imagine being woken up at 6am by one of the workers and being told 'I'm sorry but your dog has passed away'. These are the facts that through a long and tiring process I learned: - At the time of boarding, Hanrob stated '24 hour veterinary care available'. This was the number one reason I sent my dog here. They stated, when I spoke with reception staff, that animals were monitored throughout the night. This was clearly not true. My dog had a post mortem which showed she had a condition in which it would have taken her hours to die. She died a slow and very painful death that HAD she been monitored, she could have been saved by a veterinarian. - My credit card was charged on occasions without my authorization. I was charged a 'medication fee' - later told this was incorrect - and then later through my own insistence learned my dog was medicated, without my authority and knowledge because she had diarrhea - My dog boarded for almost three weeks. She did not eat hardly anything in the beginning and she had diarrhea intermittently throughout her stay. None of this was relayed to me when I called to check up. I was told everything was fine. The post mortem confirmed that my dog had no food in her intestinal tract which was also very inflamed proving she had diarrhea and was unwell. - I had requested that my dog be exercised four times a day. I was charged for this. I later learned from the manager that a mistake had occurred and this had not happened. She only received 2 x 10-15 minute toilet breaks for 2 and 1/2 weeks. Not appropriate considering she was a full grown healthy adult Great Dane. I have taken legal action against Hanrob and will do everything in my power to inform the public of the great mistakes this company has made. I am writing to let you know that I don't think its fair to spend so much money to board your animal when they are not being looked after to what your expectations are. Everyday I wish I had never sent her there. The guilt of this will remain with me forever.
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19 Oct 2012
Before you book your dog at Hanrob, I would like to bring your attention to Clause 10 of Hanrob Terms and Conditions: “Under no circumstances will Hanrob, or its employees or agents, be held responsible for Paralysis Tick, Canine Influenza, injury, death, loss or damage of any kind whatsoever, whether or not caused by any negligent, act or omission of Hanrob, its employees or agents, that may occur to any pet staying at Hanrob." Their website looks great but my experience with them was very disappointing. My dog got sick with Canine Influenza a week into the three week training/boarding program at Hanrob Heathcote. He was checked by the vet and quarantined for the rest of the stay (consequently received minimal training). A day before the scheduled pick up (10 days after the initial vet visit), Hanrob has advised that the dog’s condition has even further deteriorated. I went to collect him immediately. He was skinny, coughing, sneezing, sad looking dog. The Hanrob staff advised that they will conduct an investigation into the matter and get back to us with an explanation as to how his condition could got so bad. Two months later, after numerous attempts to follow them up, we are still waiting to hear from them. After talking to several other dog owners that have placed their dogs in Hanrob’s care, I have uncovered that their dogs also have returned from Hanrob infected by Canine Influenza. They have thought that their case was an exception and were given the same excuses of “these things happen” and undertakings of “an investigation”, to no avail. In addition, I have found out that the dogs are not fed “chicken and rice” as advised when making the booking, but dog rolls and rice which is certainly not something I would be feeding my purebred dog at home. The total payment for the training that was supposed to be charged on the first day of the program was also taken out of my credit card 2 days prior without my consent. No discount/refund/any compensation was offered for this terrible experience. Throughout the whole stay, Hanrob was extremely difficult to contact in order to obtain an update on my dog. There was no e-mail, photos or Skype as advertised on their website. My dog has recovered well under home care but I will not be returning to Hanrob. For a business that prides itself on a reputation and care for animals, Hanrob have shown little care when things go wrong. Their lack of customer service and genuine concern for animals under their care is disappointing. The overall experience was extremely stressful for our family.

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