Pet boarding service · Camden, NJ · reviewed since 2013
iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%71+38.7Reliability 24%64+15.5Value 14%92+13Replies to reviews 7%62+4.4Craft & service penalty90−1Experts Score= 71Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.71SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#46 of 64 pet boarding facilitiesiPosition by Experts Score among all companies we track in this category. · better than 29%
4.6★★★★★442 Google reviews · 24 photos
85%five-star reviews
4.82★last 12 monthsiAverage stars on reviews from the last 12 months only.
3.7%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate Best Friends Pet Hotel 4.6 out of 5 based on 442 reviews, with the owner responding to 71% of them. Customers frequently praise the grooming quality, staff kindness, and responsive communication, including daily photo updates and easy scheduling for dogs, cats, and ferrets. However, recurring criticisms involve a sudden change to early Sunday hours that conflicts with weekend travel plans, along with isolated reports of inadequate supervision, missed meals, and pet illness.
Google rating: 4.6 out of 5 from 442 reviews (85% five-star).
Reviews on this page: 442 Google reviews (343 with written comments, 48 with photos).
Owner responses: the business replied to 71% of reviews.
Most recent review: October 13, 2026.
Service: Pet Boarding Facility serving Camden, New Jersey.
Data from Google, last updated October 27, 2026.
Score profile vs other pet boarding facilities
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and value; weakest: replies to reviews.
Best Friends Pet HotelPet Boarding Facilities median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Best Friends Pet Hotel: 71/100 on this factor. Category median: 86.B
71
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Best Friends Pet Hotel: 64/100 on this factor. Category median: 78.B
64
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Best Friends Pet Hotel: 90/100 on this factor. Category median: 96.A
90
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Best Friends Pet Hotel: 92/100 on this factor. Category median: 96.A
92
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Best Friends Pet Hotel: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Best Friends Pet Hotel: 62/100 on this factor. Category median: 42.B
62
Bar = this company · dark tick = category median.
Star ratings
442 Google reviews we collected
4.6of 5
5 stars37485%
4 stars266%
3 stars72%
2 stars82%
1 star276%
Praise vs complaints
Phrases our text analysis found in 343 written reviews
93%praise
Praise25193%
Complaints207%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
100%fair
Great price1625%
Reasonable4874%
Overpriced00%
Not sure12%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude12546%
Would recommend4416%
Quality & results4215%
Price & value218%
Speed & response166%
Honesty & trust145%
Communication93%
What customers talk about
We read 343 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“She is kind to our dog and gives a great haircut ever time!”
“Brody was fighting so hard to not go back and the one extremely arrogant employee just kept ripping his neck and dragging him across the floor.”
“Highly recommend this service to anyone that loves their pet”
“Best Friends does a fantastic job taking care of our dachshund Taters !”
“Worst service I have ever experienced in my life.”
“They are affordable and I feel like they have taken very good care of my Rocky boy.”
“That being said, it is very expensive and getting more expensive every year that is why I only gave it three Stars”
“Best Friends accommodated our dog with same day notice!”
“The only place I trust with grooming services for my elderly dog!”
“Scheduling is simple staff is friendly and communication is a breeze”
“Attempts to get an explanation or review surveillance footage were ignored or deflected.”
People customers mention
Berlin31 reviews
Erin9 reviews
Rocky4 reviews
Ornella4 reviews
Dina3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Best Friends Pet Hotel for 8 kinds of job. Pick one to see what they paid and said.
Shari1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
Erin is a wonderful groomer! She is kind to our dog and gives a great haircut ever time!
Reasonable priceDog grooming
KelseyLocal Guide · 13 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★
Completely incapable of cohesive communication. The amount of trouble they have getting an appointment scheduled and carrying informative conversations with new/inquiring pet parents instills absolutely no faith that they would be forthcoming about what goes on within the walls of the daycare. Every person I was…
Katie1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★
Please change back your West Berlin NJ Sunday hours! 1:45pm pick up time is way too early for a town so close to the Jersey Shore with people boarding dogs over the weekends. It was changed with no notice and the employees say it was a corporate decision. It will be difficult to continue boarding at Best Friends…
Sebastian1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★
We love Best Friends in West Berlin and use them for Cody’s grooming and boarding. However, the new hours on Sunday really create problems. I assume that most people in our area like to drop off at Best Friends on the way to the shore for the weekend. The previous 4:00pm close time was conducive to spending a…
Jackie2 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Best Friends accommodated our dog with same day notice! They were responsive with feedback each time I called for a check-in. We will definitely be back.
Great priceDog boarding
EmilyLocal Guide · 290 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 2 months ago★★★★★
2026 update: we boarded our dog, cat and ferret, with absolutely zero issues. Great staff!
We boarded our cat, Winnie with Best Friends Pet Hotel for 11 days. I was able to call and check in on her, and I have no doubt that she was well taken care of.
Great priceOther pet boardingDog boardingCat boarding
Erin is a wonderful groomer! She is kind to our dog and gives a great haircut ever time!
Price assessment: Reasonable price
Services: Dog grooming
Response from the owner · a week ago
Thank you so much for sharing your kind words about Erin. It's heartwarming to know your dog feels comfortable and cared for during each grooming visit, and that you're happy with the haircuts. Your feedback means a lot to the entire team.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Kelsey WinterLocal Guide · 13 reviewsiTotal number of Google reviews Kelsey has written across all businesses on Google Maps, not just this one.
Completely incapable of cohesive communication. The amount of trouble they have getting an appointment scheduled and carrying informative conversations with new/inquiring pet parents instills absolutely no faith that they would be forthcoming about what goes on within the walls of the daycare. Every person I was unfortunate enough to speak with carried the enthusiasm of a dmv worker with absolutely no interest in being helpful or even being at work.
Response from the owner · a month ago
Hello,
Thank you for taking the time to share your feedback. The safety and well-being of pets in our care remain a top priority, and we take matters such as these seriously.
We would welcome the opportunity to discuss your experience further and address any questions you may have. You may contact the center directly or reach out to me at [email protected].
Thank you,
Katie Goldstein1 reviewiTotal number of Google reviews Katie has written across all businesses on Google Maps, not just this one.
Please change back your West Berlin NJ Sunday hours! 1:45pm pick up time is way too early for a town so close to the Jersey Shore with people boarding dogs over the weekends. It was changed with no notice and the employees say it was a corporate decision. It will be difficult to continue boarding at Best Friends with these new hours. Otherwise we love Best Friends and our dog gets great care.
Response from the owner · a month ago
We understand how frustrating the new Sunday hours are for your travel needs, and we truly apologize for the inconvenience and lack of advance notice. Your feedback about the impact on weekend pick-ups is very important to us. Please reach out to us through our official contact channels so we can share your concerns with the appropriate team.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Sebastian Goldstein1 reviewiTotal number of Google reviews Sebastian has written across all businesses on Google Maps, not just this one.
We love Best Friends in West Berlin and use them for Cody’s grooming and boarding. However, the new hours on Sunday really create problems. I assume that most people in our area like to drop off at Best Friends on the way to the shore for the weekend. The previous 4:00pm close time was conducive to spending a weekend at the shore -now with a 1:45pm pick up, it becomes almost impossible to continue to use Best Friends. Please rethink these Sunday hours.
Response from the owner · a month ago
Thank you for sharing your honest feedback and for trusting us with Cody’s grooming and boarding. We understand how important convenient Sunday hours are, especially for families heading to the shore, and we appreciate you explaining how the recent change has affected your plans. Your experience matters to us and we truly value suggestions that help us better meet the needs of our guests. If you have other thoughts on how we can improve, please let us know.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Jackie Morrow2 reviewsiTotal number of Google reviews Jackie has written across all businesses on Google Maps, not just this one.
Best Friends accommodated our dog with same day notice! They were responsive with feedback each time I called for a check-in. We will definitely be back.
Price assessment: Great price
Services: Dog boarding
Response from the owner · 2 months ago
It is great to know we could help on short notice and keep you updated during your dog's stay. Thank you for trusting Best Friends Pet Hotel with your pet and for taking time to share your experience. We look forward to welcoming you both again soon!
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Emily K.Local Guide · 290 reviewsiTotal number of Google reviews Emily has written across all businesses on Google Maps, not just this one.
2026 update: we boarded our dog, cat and ferret, with absolutely zero issues. Great staff!
We boarded our cat, Winnie with Best Friends Pet Hotel for 11 days. I was able to call and check in on her, and I have no doubt that she was well taken care of.
Price assessment: Great price
Services: Other pet boarding, Dog boarding, Cat boarding
Response from the owner · 2 months ago
Emily, it is wonderful to hear your positive update for 2026 and that all your pets had such a smooth experience with us. Thank you for sharing both your recent visit and previous one with Winnie—we truly appreciate your trust. Our team is always happy to help you check in and feel confident about your pets’ care. Thanks so much for choosing Best Friends Pet Hotel, and we look forward to caring for your furry (and not-so-furry) family members again!
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
RAJ RANA3 reviewsiTotal number of Google reviews RAJ has written across all businesses on Google Maps, not just this one.
We’ve been using Best Friends in West Berlin for several years and have generally had good experiences, which makes this especially disappointing. We recently boarded our Goldendoodle there for a week, and almost immediately after getting home, she began hacking and coughing. We took her to the vet and she was diagnosed with kennel cough.
I understand that kennel cough can happen even at reputable boarding facilities, but what bothers me is that no one mentioned that she had been coughing or showing any signs of being sick when we picked her up. After having her for an entire week, I would have expected the staff to notice and let us know so we could address it right away.
Unfortunately, this experience has really changed our confidence in the facility, and I don’t think we’ll be returning.
Response from the owner · 2 months ago
Thank you for sharing your feedback. We appreciate the trust pet parents place in us and take all comments regarding their experience seriously.
Because the health and well-being of every pet is important to us, we would welcome the opportunity to learn more about your concerns and review the circumstances surrounding your pet's stay. We encourage you to contact the center directly or reach out to me so we can discuss your experience in greater detail.
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
Domenica Talvacchio8 reviewsiTotal number of Google reviews Domenica has written across all businesses on Google Maps, not just this one.
So wonderful! My dog is happy when she gets there and when she leaves. I see everyone giving hugs on the camera. Thank you so much!!
Services: Dog grooming, Dog boarding
Response from the owner · 3 months ago
It means a lot to know your dog is happy coming and going, Domenica. Thank you for sharing your experience with Best Friends Pet Hotel and for noticing the genuine care from our team. We're grateful for your trust and look forward to welcoming you both again!
Serena Fronimo
Guest Experience Specialist
[email protected]
Dean DiSibio3 reviewsiTotal number of Google reviews Dean has written across all businesses on Google Maps, not just this one.
Best Friends is awesome!
They are great to our pet.
Been using for many years and will continue for many more!!
Response from the owner · 3 months ago
Thank you for being such a loyal part of the Best Friends family and for trusting us with your pet's care all these years. We're glad your pet always has a great experience, and we look forward to many more together!
Serena Fronimo
Guest Experience Specialist
[email protected]
John Rudman5 reviewsiTotal number of Google reviews John has written across all businesses on Google Maps, not just this one.
I love the way the people take care of Denali. She comes home well groomed and happy.
Price assessment: Reasonable price
Services: Dog grooming, Dog boarding
Response from the owner · a year ago
Thank you for your five star review. The Best Friends Pet Hotel team is delighted we could serve you so well.
At your Services,
Raul Barrera
Senior Guest Experience
Acquisition Specialist
E: [email protected]
