Pet Smart - Round Rock

Very good as usual. Alecia at Cedar Park store did a great job with my standard poodle puppy.

It was okay. There's nothing special. They should have better customer service.

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Same great service we received a year and a half ago (see my more detailed review of 11/1/12).

When making our reservation, the clerk reviewed notes from our cat’s previous stay and recommended putting her in a more isolated area. She is not used to being around unfamiliar cats and so was quite withdrawn and not eating properly for a couple days previously.

She did quite well this time and adjusted quickly once brought home with no signs of distress. As before, it would have been obvious if her medication had not been administered properly.

PetsHotel easily accommodated one unexpected change of plans on our part. We reserved the space until Sunday afternoon. Then, due to continual traffic gridlock on IH 35 from Hillsboro to Temple, we could not arrive before closing. We phoned from Temple and the manager said we could pick her up even a few minutes after their 6pm closing. But that was not going to be possible on our part, so he said our cat could stay an extra night and he would personally give her the medication before leaving.

We showed up unannounced late the next morning, and she was quickly retrieved. That is in contrast to the one kennel (see previous review) that said they need one-hour notice before picking up a pet. That creeps me out to think what conditions must be like if they need that much notice to prepare for pickup.

Though there are lack of reviews here, the hotel seems to be doing great business. When we picked up our cat on a quiet Monday morning, a staff member said they had boarded 120 dogs over the weekend. I don’t know how many they can board, but it sounds like those wanting to use their facility on summer weekends should definitely plan ahead.

After considerable research, we chose PetSmart PetsHotel for boarding our cat. It surprised us to learn how much difference there is in kennels. We never boarded a pet before and only did so this time due to one of our cats having recently developed a condition for which she needs medication twice a day. We were completely pleased with her care at PetsHotel. PetsHotel is within PetSmart but enclosed behind double glass doors which greatly reduces noise from the store. The most certain indication that it is a good place is that anyone who enters the lobby can look through picture windows into the cat and the dog kennels. That means pets must be well tended as it could be seen by any visitor if there is neglect or mistreatment. The section for cats and the section for dogs are ventilated separately. Each cat cage has a floor area with litter box plus water and food bowls. Then there are two ledges inside, one higher than the other, for the cat to jump on. Science Diet food is included in the price or you can bring your own food. A hypoallergenic lambskin bed is provided or you can bring your own bedding. Cat cages have removable connections so that cats which are used to being together can go between each others cage. The staff will give medication in liquid or pill form (owners must provide that), but they do not do injections. There is a nearby animal hospital to which pets are automatically taken in case of medical emergency. There are certain things which owners obviously cannot know actually happen due to being away, but which we had no reason to doubt did happen. For example, it is stated that the staff checks on each pet hourly. Cats are taken out to a large room to play and exercise three times a day (individually or, if used to being together, as a group). There is someone on duty all through the night when the store is closed to watch for any problems. What were the reasons we decided not to use certain other kennels? One place only cleans the litter box once a day (PetsHotel does so as needed). One place takes cats out to exercise and play only once a day. Other than that, they get personal attention only when staff members from the animal hospital next door have time to come over. Some places have no one on duty during the night. At one place, cats are given a room with only a very tiny floor space. There is plenty of head room so a person can stand upright in it, but there are no ledges or climbing areas for the cat. One place states on their website that owners must give one hour notice before picking up a pet. Why? It caused us to wonder if pets there are not consistently being well cared for and time might be needed to clean them up first. Another possibly serious issue is that most places have a very limited time on weekends – especially Sunday – when pets can be picked up (perhaps as little as a one hour time slot). PetsHotel hours are 9am-9pm Monday to Saturday and 9am-6pm on Sundays. It took us less than five minutes to get our cat checked in at PetsHotel when we dropped her off. Having never boarded a pet before and needing to catch a plane as soon as we dropped her off, we filled out all the paperwork and took it in the week before to make sure there would be no complications. The staff entered info into their computer, and that did save a few minutes on drop off day. When we returned to pick up our cat, she was brought out promptly. She was obviously well tended as there was no need to clean her up first. She displays noticeable symptoms if not given her medication regularly. There were no indications of any problems in that regard. PetsHotel charged $18/day plus $12 for a partial day (check out time is noon, but we were not able to pick up until late afternoon) plus $2/day for giving medication. To repeat, the single most important reason we trusted PetsHotel is that anyone may walk into the lobby at any time during store hours and see the kennels through the two picture windows. Transparency is the best assurance that pets will receive proper care and treatment.

I am extremely happy with the service that they give.

This is expensive boarding, but they are the only place we could find to leave our dog over Christmas. They are very professional there and find out your dog's preferences (can or dry food, how many times a day, need an elevated bed to sleep on, etc). They overdo it of course- like the with Doggy Phone- where you can call from your vacation and they will bring your dog to the phone to hear your voice. My daughter actually did this during our last trip and I wondered the whole time whether they really took to the phone to our dog or if they just held the phone out to their side. They told my daughter that our dog looked up and his tail was wagging while she was talking.... They also have a playtime with other dogs or with a human, available for an additional fee. We paid for this and I expect that they took our dog to do that- though I found that even showing up early in the morning to pick him up, I was charged for that day's playtime- somehow they always manage to squeeze it in before you get there... They have deluxe rooms for the pets with TVs that play animal theme shows all day. Pretty silly, but I guess it may make some people feel better about leaving their pets. They do feed the dog and he seems ok when we pick him up so I think they are doing their job, but the boarding fee is twice what it costs at our local vet. But the week of Christmas you are lucky to get anyone to watch your pet.

The boarding service is a flat rate and the vet services are charged by the visit, depending on what work is done to the animal. Vet services we used included routine shots, which we were pleased with. However, I have taken my pet to this facility several times and every time I go, they make me fill out the paperwork all over again. I find this a little frustrating and a waste of my time. I feel they should be a little more personal with me.

Pet Hotel was an excellent boarding kennel; it was just like a hotel for pets. They have their own plush and spacious rooms. The staff was really caring and wonderful with the animals. If you don't mind spending more money than the other boarding kennels to get premium care for your pets, I would definitely recommend the Pet Hotel.

They were very good, far better than most Kennels I have been to. The kennels were clean and spacious and my dog got to go play and do her thing. The staff were very friendly with her. I think this is a good place to take your animal, if you need it boarded. They did a great job and did what I asked. My dog came back as happy, as when I left her.

THEY WERE ON TIME AND VERY POLITE, MY DOG HAD GREAT GROOMING AND TEETH CLEANING. WE TAKE HER EVERY THREE MONTHS. I WILL CONTINUE TO TAKE HER TO PET'S MART FOR FURTHER GROOMINGS.