We recently left our Disappointed and Concerned After Our Cats’ Stay.
We recently left our two British Shorthair kittens at Rhoden Manor Cattery for a week while we were away. Unfortunately, the experience left us feeling extremely let down and concerned for their health and wellbeing.
Before their stay, we provided everything clearly: pre-portioned food (wet and dry) they have eaten since they were 8 weeks old (with twice as much as usual, as extra), a large bag of their preferred treats, a detailed feeding and care routine, and full medical records.
We were told by Craig as we were leaving that “Claire would update” us.
We arrived to collect them both and to our surprise, we were told at collection that all their food had run out and alternative, lower cost food had been used without any attempt to contact us. Unfamiliar litter was also used, despite us having provided their own.
Since returning home, both kittens have been unwell for over a week now. Both are suffering from persistent diarrhoea and vomiting throughout the house. It’s now been over 9 days, and they are still recovering under vet advice. Our vet has observed them and does consider that their ongoing symptoms are as a result of the sudden change in diet.
While away, I messaged the cattery twice. The first message, on the second day, was acknowledged with two pictures. The second message, sent two days before we returned, was left on read and never responded to. That lack of communication was particularly frustrating when we were far from home and relying on updates for peace of mind. We have since been informed by other people using these services that they receive frequent video updates.
We gently raised our concerns in an email, outlining the health issues, diet changes, and suggesting that next time we use their facility (we had already booked at the time), we will provide even more food to mitigate any mishaps, although we were very confused as to how all the food we had left, could just disappear so quickly. It was hoped that we would work together to resolve this and future stays could run more smoothly. However, their reply was unprofessional and shocking offering unsolicited advice on how to care for our own cats, misgendering our feline cat (referring to her as “he” despite their alleged “bonds” built with her) and completely failing to address the key issues we had raised. The message lacked even the most basic level of customer care. They instead took the opportunity to highlight their own achievements rather than dealing with the issues raised. The response concluded abruptly with an offer to refund a future booking we had in August, which felt more like a way to dismiss the complaint than properly resolve it. It was also rather confusing, as we had made no reference to wanting “daily” or “social media” updates, which was suggested in their response.
We understand no cattery can be a perfect replacement for home, but we had trusted that our kittens cared for appropriately. Sadly, that trust was broken.
Craig’s reply to us stated that not every cattery is for every cat/owner, and he is quite correct and we have been fortunate to source one that is excellent.
