PetsPyjamas Reviews 1,244

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!

Avoid this company at all costs! We booked a holiday all they want is your money! They are not responding to emails! We could have booked the accommodation for half the price! They promise all sorts of things for your pets and you get NOTHING! What a joke! Won’t be using ever again, will book independently.

Dreadful customer service.
I have been a loyal customer for many, many years, and recommended this company to friends and family.
They are always very quick and helpful when you want to make a booking.
When your spending money, thus making them commission it's all good.
However if you need to speak to customer services it's impossible.
Three emails two voicemails later, still no contact.
Yet they state the customer is the most important person on the automated email response!
What a joke.
Very disappointed with them, maybe time to use a company that really cares about customer service.

Ashley went out of her way to help as I was trying to make a short notice booking. Brilliant service, thanks.

Great helping with making a booking but impossible to contact/ speak with someone when you need to make a change. My in-laws need to reschedule/ cancel their holiday due to sudden cancer diagnosis and treatment. Emails and phone calls don’t get a response, pets pyjamas have now cancelled holiday but deducted 80% of cost which is very unfair in the circumstances, a deferment or credit to use next year would have been so much kinder and neither side would have lost out
Still waiting for response from pets pyjamas but don’t expect anything ☹️ such a shame as have used many times in the past and recommended to family and friends.

Excellent service. Prompt responses to questions. All booked so so looking forward to a couple nights away with our fur babies. Thank you Ashley for all your help 😊

Problem making a booking

Had a problem using gift vouchers we’d had as a Christmas present, but Joanne was able to sort things out for us in no time. Now looking forward to our stay in the New Forest.

Terrible admin and customer service. Nobody answers the phone you have to leave a message and then nobody calls back. I booked a short break for September back in June and paid a deposit.Now trying to pay the balance online and it shows I haven’t paid the deposit, I definitely have. Never received a confirmation email and am seriously regretting not booking direct with the hotel. It’s a shame as I like the company principals and thought they were a reputable travel agent.
Edit update - contacted the hotel directly and been advised Pets Pyjamas cancelled my booking on 25th July and there is no availability now.

I chose PetsPyjamas because I saw that my dog could be with us for free at the particular hotel we wanted to stay in. After some technical hiccups I got exactly the booking I wanted thanks to Joanne’s patience and professionalism.

Fabulous company to help find a lovely hotel for us & our little fur baby. We have used this PetsPyjamas before. The hotels they recommended now how to look after your dog everything is catered for them.
Customer service is fantastic with this company especially Joanne Westcar who helped me with my booking

Wonderful company to deal with. They love dogs, and so this is the perfect way for pet parents to confidently book hotels where dogs can go and also be as welcome as the humans!
I particularly like the way they take the dogs details for the booking, before the humans… a nice touch. The phone call too is excellent (from Joanne), just gives that lovely personal touch, especially in a world of faceless arms length booking tools.

This is our first experience with PetsPyjamas. Joanne responded to my email and spent time explaining the process and was very receptive to our requirements.
I was impressed with ‘nothing was too much trouble’ approach and would definitely recommend.

Excellent customer service and aĺ staff are very helpful joanne thank you for helping with booking and making sure that we had everything before booking

Booked many times with these guys and always such an easy process, Joanne and then Ashley both very fast and efficient and looking forward to yet another lovely break with PP :)

Easy to navigate with Lucy at PetsPyjamas. Quick question regarding our daughter as an extra in the room was confirmed quickly and without additional cost on this occasion.
Easy cancellation policy a consideration.
Looking forward to our pet break.

Was having trouble with an online booking but used the contact phone number and Joanne, super helpful and very polite sorted me out. Now looking forward to our PetsPyjamas overnight stay. Thank you.

Excellent customer service and professional service

We made a booking with PetsPyjamas (PP) for two rooms for one night, paid and had a booking number. However, when we phoned the hotel direct to book a dinner reservation, they had no record of the booking or of any contact with PP. When we contacted PP they were mystified, but did verify with the hotel that there was no booking and no space. PP tried to offer an alternative that was not suitable, but there the assistance ended. So it was lucky that we contacted the hotel direct otherwise we would have arrived and not had a room to stay in, and it was annoying that we were then left with only about 48 hours before our stay to find alternative accommodation.
Not only were we disappointed to be let down with the booking, but then further disappointed by the unsympathetic response from the call handler to the predicament that PP had created.

Excellent service by Joanne, she even helped me when I was having issues booking.
3rd time using pets pajamas and will continue to use them