Hanrob
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- +7
Very disappointing experience – please think carefully before leaving your pet here We are travelling Australia with our French Bulldog, Peanut, and recently left him at Hanrob Darwin for 10 days while we travelled to Bali. When booking, we gave strict instructions that Peanut was not to socialise with other dogs. We also toured the facility… Read more
beforehand and chose Hanrob because the air-conditioned kennels were important to us.
We dropped Peanut off happy, healthy and walking normally. We collected him completely differently.
When staff brought him out, he could barely walk and was clearly in significant pain. He had a bleeding puncture wound through his front leg, swelling and missing fur, injuries to his other front leg, and one ear was bleeding internally and externally with what appeared to be a puncture wound. Both ears had saliva on them. He was distressed and nothing like the happy dog we had left behind.
What was particularly concerning was that the staff member bringing him to us appeared unaware of his injuries. When we asked what had happened, staff said they didn’t know. We immediately reminded them of our strict no-dog-contact instructions.
The manager later confirmed Peanut had not socialised with other dogs but also said they did not know how he had been injured. We were subsequently given possible explanations involving a protruding nail or sharp cable tie. We did not believe these explanations explained the injuries we were seeing.
We took Peanut to the vet that afternoon. He was extremely distressed and in significant pain, and the vet was unable to properly dress all of the wounds. That night he could barely lie down because of the pain. Hanrob did cover the initial veterinary consultation, which we acknowledge.
We later requested CCTV, photographs, records and an incident report, as well as assistance with any further veterinary treatment and a refund of the $700+ boarding cost.
After almost three weeks, we still have no satisfactory explanation for what happened.
Hanrob’s company vet suggested the injuries may have been caused by a reaction to the dog wash and implied they could have been self-inflicted. We strongly disputed this. Skin allergies do not explain apparent puncture wounds and bleeding from the legs and ear, and given the location of the injuries, we questioned how Peanut could have caused some of them himself.
We provided Hanrob with the veterinary report, which recorded wounds consistent with another animal. We were told they would seek clarification from our vet, but we have still received no satisfactory explanation.
I have followed up numerous times and contacted Hanrob Head Office twice to make a formal complaint. Despite this, no Head Office representative has contacted us to discuss what happened or apologise for the experience.
Peanut went into Hanrob happy, healthy and walking normally. We collected him injured, in pain and barely able to walk.
We chose Hanrob because we believed we were leaving our dog somewhere safe. We clearly communicated his needs and specifically instructed that he was not to socialise with other dogs.
We have tried repeatedly to resolve this privately and amicably. Unfortunately, we still don’t have answers.
If you are considering Hanrob Darwin for your pet, please carefully consider our experience before making your decision.
Never again. Picked up my pup, 7 months old, she stunk of the worst smelling [Content Removed] and then covered in flea powder to hide the smell. Her fanny was red raw from being attacked by flea's. She was flea treated 7 days prior to arrival. She came home not eating and very unhappy. At nearly $200 per night, never ever again. I would of put… Read more
off my cancer operation if i knew this was going to happen. Update - After 2 days of not eating at home and very upset, me very very unhappy, called Hanrob Perth to speak to manager. I was told that the manager was busy and wasn't answering her phone, girl would not locate manager or even try. My response was rip it into them to show my frustration, then called national line, manager in Sydney to busy to speak to me, ripped it into them. Got phone call back, manager to worried about there employee rather than my pet child. Knew about my pup being sick but no enquirey as to why and really came across as "WHO CARES". My poor employee is more important. Telling me lies, lies and more lies (receptionist in Perth and MANAGER in Sydney). Went to take pup to the Vet and thought will try and get her to the toilet first. She done the biggest poo as long as her body and there was large pieces of Pine Timber all the way through. Now fuming even more. Pup at Vets overnight, xrays and medication at over $1600. Thanks Hanrob. Never again and don't want your contact.
I booked our 2.9 kg dog (Daddy’s girl) into the Hanrob Pet Hotel in Perth, basing my decision on the information, reviews and photos on the website (especially the image of the cute doggy ‘suite’). As it would be her first time away from us, I wanted her to be really comfortable but also secure, as she can be a ‘bolter’; otherwise I would have… Read more
paid for boarding in a pet-sitter’s home. On the phone with Hanrob staff the day before, I was told no toys, no clothing smelling of Dad and no washable pee mat allowed, which I found odd. I asked what was on the floor (website says underfloor heating) and was told ‘concrete’ (unlike the website image). I wasn’t too happy. Next morning, when my husband arrived at the facility to drop off our tiny dog, he asked to see her accommodation. Staff were very reluctant but he insisted. Turns out it was just a concrete cell, with cyclone wire separating it from those around it, in an old, dark shed. My husband was aghast and brought our dog straight back home. Hanrob staff wouldn’t let him take a photo to show me how bad it was and, given that he’s much less ‘precious’ about our animals than me, for him to be shocked by what was on offer compared to the blurb online really says something. We were refunded our 50% deposit the same day but it put a spoke in our travel plans and was also deeply annoying from a deceptive advertising point of view. So, don’t be fooled by promises of ‘luxury’ digs for your dog like we were. Hanrob Perth ain’t it!
We take these concerns seriously and a full refund was… Read more
We have boarded our 2 Shih Tzus here many times they always go over and above. Our 2 furbabies always come home so happy. Show reply
I picked my dog up after 5 days paying $910 which is over the top considering how he came home to us,in late January this year. He had been home less that 24hrs and Iwas sneezing badly had gastric and a sore back having take him to the vet severals times with now disagnosed with kennel cough too. So also now on several medications including… Read more
antibiotics. Today discovered he had two really big scabs which could indicate he was in alercation with another dog. None of these issues were reported to us when we picked him up.
I boarded my cat there three times and the first two times I had some communication from staff and she was fine. The last stay in Jan 2025 was terrible. They returned her to me with a huge eye infection - weeping everywhere - with no forewarning or explanation. I spent hundred on vet visits and meds to find that it is probably a virus that she… Read more
picked up in boarding from a sick cat and she will not respond to meds and the virus will be with her forever. I can only assume that the negative reviews I have read are the correct ones about hygiene, overcrowding and lack of care. I will never send her there again.
I took my 2 yaer old Labrador Pippi here for training with Matt. Matt gave very useful advice and help[ed me to retrain my Pup. Would reccomend Show reply
Have real concerns about this organisation. Every time I ring them it goes through to voicemail which says they are busy with the animals. Somehow I doubt it. Impression I am getting is that they are understaffed. Don't ring back until start… Read more
complaining by email and then don't answer question. Head office refers one to state office and says contact head office if nothing gets done - why don't they make enquiries and find out what is happening in their other locations. My dog is in there for 14 days training. Just been told he has canine cough - not giving him anything at the moment - monitoring it - obviously don't want to spend the money on a vet. This place has been infected with canine cought for at least three weeks but it still takes in new dogs to kennel. Leant when I picked Jack up that they hadn't separated it from the other dogs when he caught the cough - so no doubt he picked it up from another he was with and the dog they left him with will get it too. Advert says dog will be trained daily - but then told he isn't trained on Sundays. Advert says they will send videos of training every four days but none are produced. Will be picking him up as soon as I get back to WA. Stay away. I too will be making formal complaints regarding misleading and deceptive advertising about the services they provide. I will give an update when I pick up my dog. I finally got the dog "training" videos. What a disgrace. I now know why they weren't sent. It wasn't dog training - the woman was doing nothing but holding a lead. Gave My dog different instructions for commands when I told them to use mine. I don't want two words to do the same thing. [Name Removed] - he went in smelling lovely and now it's revolting. They say they shower them before they leave - they don't TERRIBLE TERRIBLE CONDITIONS. We all need to make formal complaints about this company - it is not animal care it is animal abuse.
Follow-up · Hello This is requested update I had an email from a "consultant" who sought more information regarding my complaints because she had been engaged by Hanrob to look at the problems I had raised. They had all the information they needed from my emails. Furthermore, all they had to do was look at the feedback on this website - I provided them… Read more
I had a terrible experience and I certainly wouldn’t recommend this kennel. This was my first time using a kennel, as my two 13-year-old dogs have always stayed in people’s homes through sites like MadPaws. I wasn’t sure what to expect, but what I encountered was far worse than I imagined. Two days before the booking, I discovered that their… Read more
system had only registered one dog, which I put down to their poorly designed website. When I made the booking, I clearly entered the pick-up time as 5.30pm. I also spoke to multiple staff members in the week leading up to the stay, and not once did anyone mention this would be an issue. Yet when I arrived to check them in, the staff member was incredibly rude. She blamed me for the pricing error and threatened that she would not admit my dogs without a confirmed pick-up time on Sunday — otherwise I’d have to pay for another night. I told her I couldn’t provide a time until we had changed our flights home, and made it clear that I wasn’t paying them any more money. After a heated back-and-forth, we agreed I would email the pick-up time once confirmed. I sent it through late Friday night, yet I still received a phone call asking when the dogs were being collected.
On top of that, the staff member refused to let my dogs have the blanket I had brought with me that had my scent on it to comfort them. This was especially upsetting as their website states this is allowed, and I had been reassured of the same by another staff member on the phone just two days earlier.
To make matters worse, when I returned home, one of my dogs (who never gets sick) developed a chest infection, leaving me with $600 in vet bills. I called to let them know, but they didn’t even bother to follow up and check on her.
Overall, the whole experience was stressful, upsetting, and unprofessional. Never again — and I would not recommend this place to anyone who cares about their pets
Absolutely amazing staff 10/10 highly recommended very knowledgeable and helpful Couldn’t fault them our dog shadow & myself thoroughly enjoyed her very first training session this afternoon Will definitely be taking up further training with Hanrob pet hotel Brisbane as they are very good and go above and beyond to help with all pet requirements and there prices are very reasonable Show reply
We took our two, 5 month old Dobermanns for 3 weeks to be trained in obedience. After the first week the male had to be picked up because he caught kennel cough there, he was very distressed. He learnt absolutely nothing in obedience at all. We were sent videos of the sister, there was no training at all with the basic sit, stay, come, All the… Read more
trainer did was throw treats. at her repeatedly the whole time. I said after the first week, this is not what we had in mind! When are you going to start the training. The trainer said that she was learning. I was getting very frustrated as time was running out. After a lot of miscommunication with the trainer about her staying longer in place of the male as we were to be partly refunded for the male,we were told to come pick up the dog at the end of 3 weeks. She had learned absolutely nothing. I told the trainer I was so disappointed, what a huge waste of money and time, I supplied cooked meals. I told him we should get a full refund as it was very expensive approximately $4,000 for both. I emailed my complaint to the company and never received a reply. I have now had to find another trainer which I have, .our male has just come home after 3 weeks at All Dogs training school, and he has learnt everything we expected and the female is there now. I regret ever choosing Hanrob! Absolutely useless with any training, and very expensive. Don't go there!
We booked our two dachshunds into the luxury suite for one night cost was $230. When we picked them up the receptionist asked us to get them out of kennel as they would not come out as they were scared. To our dismay they had put our dogs into a basic kennel in a farm type building with approx 15 other dogs. Dogs were traumatised as they have… Read more
never been left in a kennel. We asked the receptionist why they were in a normal basic kennel, no explanation given. The manager never called us back, no apology no refund. Please do not book a luxury suite at this place because there is not one the photos on line are fake.
We have had both of our beloved doggies stay at Hanrob on numerous occasions and we cannot fault the card and dedication of the staff and the way our pets are looked after! Highly recommended! Show reply
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WARNING. Our cat came home smelling or urine and cat food. Hanrob put 20 plus cats in a small, smelly place. We now have to pay to have our cat washed after paying $141 for 2 nights stay!
We're sorry to hear this wasn't the experience you… Read more
I would give zero stars if possible. I had a bad experience with Hanrob a couple of years ago when my golden retriever came home with severe conjunctivitis which he didn't have when they picked him up for boarding. Two years later I decided to give Hanrob another chance given vets supposedly recommend them and the pick up and drop off is… Read more
convenient for me as I'm very busy with work. I had advised Hanrob that my dog had skin allergies and required certain food for sensitive skin. They said they would feed him their brand of sensitive skin food and if he reacted badly to that they would buy the usual Royal Canin Anallergenic food I feed him. Rocky came back today stinking terribly and on inspection has a severely infected skin rash covered in pus under his chin which he didn't have before Hanrob picked him up for boarding. Hanrob clearly neglected their duty in looking after my dog and I am extremely unhappy with them. I will never be using their services again!
Absolutely delighted – I enquired regarding dog training advice. My dog is deaf and I was having some issues. My local vet gave me advice which was based on my dogs behaviour at the vets not how she was at home even after explaining this to her… I received a call from Haley whom stated a few changes that needed to be done but I was doing exactly what they would advise.… Read more · 1
These changes were for behaviour of a deaf dog. I was told there was no point taking my money she happily advised me and stated I needed no training classes. My little girl just needed patience
Recommended boarding – I cannot be more appreciative of the care of my 10 year old Wolfhound x Raffa, during his stay I received up dates and saw him doing zoomies on Instagram. The staff where just wonderful with communication. Seeing his happy face every day was comforting. I had zero concerns, because when I rang to see how he was going, the genuine kindness they had… Read more · 1
was enough for me. I got to organize a bath for him before the flight back home to us. He was exhausted but happy to be home, and he settled very quickly once home, and he smelt great. He came home to a large amount of new toys, and he couldn't care less....A big thank you to the staff. And especially from Raffy too.
A wonderful Boarding experience – A huge thank you to Hanrob Healthcote for the care of our 3 cats. Pelle, Penny and Loki, Our last transport 7 years ago, resulted in a large weight loss for Penny, as she was quite stressed. This time totally different. I received updates and was encouraged to call as often as I wanted too. Staff where wonderful, and I received photos of them in… Read more · 1
boarding, and updates with what the careers had handed over. And how settled they where. When they arrived home yesterday, it didnt take them long to settle, and Penn had not lost any weight at all. We cannot thank staff enough for their genuine care they showed to our fur babies. I am so grateful.
Pet care from Hell! – The staff have no idea really bad communication, my dog was there 14 days for accommodation and supposed training, the assigned trainer was apparently sick so it was 3 days before someone could help, one said I’ve never trained a Schnauzer before (he is a Schnoodle) all they did was walk him in the car park and constantly give him this horrible… Read more
chicken roll rubbish. When I picked him up he had been bathed, when I got home he was covered in hair matting I had to have him shaved & came home with Canine Cough. So that I paid almost $3,000. Disgusting describes it.
We're sorry to hear this, particularly around the training… Read more
Terrible communication, basically impossible to contact – Would not recommend at all. I had my cat fly interstate and had her stay at Hanrob while we found a home in Sydney. I called numerous times and left my number for a call back and never received a call. I never received any pictures in over a week and the only reason I received pictures is because I contacted jet pets who organised our cats… Read more
boarding. I did receive a an update the second week and I think it was because I complained so much. Hanrob is basically impossible to contact, they don’t provide updates as advertised and my cat has come home significantly thinner. I also think she smells bad. Almost like they have covered up a urine smell with a pet spray. I found the whole process terrible and it made it a stressful time for us worrying about how she was coping with a big change. Wouldn’t send her back ever again.
We're sorry to hear this, especially during what was… Read more
Misled with Luxury Accommodation – Having researched pet accommodation in Brisbane, we settled on Hanrob due to the luxury accommodation offered, including space, bedding and television (background noise for our dog) and proximity to Brisbane airport. Our dog has stayed there a few times now and all seemed as expected, with our dog returned clean, seemingly happy and with a… Read more
positive report card. We often spoke to friends about the luxury accommodation and what is provided and our friends were amazed. On this latest trip, when we dropped our dog off, the staff asked us to bring him through to the luxury accommodation as they were very busy at reception and our dog being large and strong, thought it best to move him straight through (Rottweiler). Imagine our disbelief to find the luxury accommodation was a small cement cell with a bed, small water bowl and no view outside - certainly nothing like what is advertised and what we thought we were paying for. We asked, whether this was the luxury accommodation to which it was confirmed it was. What does the standard accommodation look like??? With flight boarding time approaching, we didn’t have time to make alternative arrangements, and thankfully this is a short stay - for both of us. We definitely feel misled and will be finding an alternative dog boarding kennel going forward. Extremely disappointed with Hanrob.
We're sorry to hear your experience didn't match your… Read more
Stay Away – STAY AWAY. Ruined my holiday, poor communication, and provided the worse experience. Please do your research and choose another business
We're very sorry to hear this and communication is… Read more
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Worst pet boarding school – Warning !!!!! No jokes If you love your dogs, don’t send them there..
Nice staff, big place but chaotic – My dog was cared for just fine. Great staff. Just very very very busy in school holiday periods. Can be chaotic! But they do their best.
Thanks for sharing this, glad to hear the team took great… Read more
- +2
Warning - Don’t use Hanrob to board your dog – I just boarded by King Charles Calvilier for 14 days and picked her up today. She was in perfect health with a perfect coat when I dropped her off. When I picked her up she was covered in mats. We have to shave her chest, ears and tail. She also smelt and looked like she was laying in urine. In there bill they charged me $22 to bath her which… Read more
I can say did not happen. I almost cried.
I have now washed her and shaved most of her sad o she looks funny.
I paid for cuddles and play. If you cuddled her in her state. A) you would wash her. And b) you would do something about the mats.
1/10
Terrible!
We're really sorry to hear this, it's not the kind of… Read more
Hanrob Mascot Airport – We left our 3 cats at Hanrob while we moved from Sydney to Bundaberg. We were very happy with the facility and the staff. Thus made us feel very secure.Hanrob staff worked with our transport company and our pets arrived safely. Show reply
Two weeks holiday close to death – We left our dogs for two weeks boarding which we thought was good for emotional well being. And came back to one of our dogs half her body weight and almost dead. Emergency vet $7k And bleeding internally and dying What a disgrace and took three days contacting them for an update on there condition and well being. Paying luxury boarding I… Read more
thought would be a sure way to have trust in them to feed animals. Don’t go there or Tara estate all terrible Picture of before going and on return
Incredibly bad - made our dog incredibly sick – We left our happy, healthy dog there for 4 days and when we picked him up, the very same evening, we found that blood was coming out of his stools and had a temperature of 103 degrees. He was shivering badly, wasn't eating anything and was very very lethargic. We have had a vet visit, one emergency pet hospital visit in Gungahlin. The whole… Read more
experience has been traumatic, not to mention all the pain the poor dog has gone through for weeks now. All this they did in 4 days, wonder what they do there. I called and asked them and according to them, there was nothing wrong when the dog was there. So not their fault !!!! Now reading some of other reviews, I should not have taken our dog there at the first place. I have reported them to RSPCA and am hoping this review helps others.
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This isn't the outcome we ever want for any dog in our… Read more