Pet boarding service · Lansing, MI · 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%80+43.6Reliability 24%73+17.7Value 14%98+13.9Replies to reviews 7%63+4.5Craft & service penalty80−2Experts Score= 78Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.78SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#39 of 64 pet boarding facilitiesiPosition by Experts Score among all companies we track in this category. · better than 40%
4.6★★★★★348 Google reviews · 24 photos
85%five-star reviews
4.92★last 12 monthsiAverage stars on reviews from the last 12 months only.
1.9%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 348 reviews, frequently praising friendly staff, reasonable pricing, and proactive communication such as photo updates and video feeds. Customers highlight services including boarding, playtime, and grooming, noting that pets often return happy and well-cared for. However, some low-star reviews criticize facility cleanliness, citing issues like rusty kennels, chipping paint, and unsanitary conditions, while others mention unexpected price increases and billing errors.
Google rating: 4.6 out of 5 from 348 reviews (85% five-star).
Reviews on this page: 348 Google reviews (268 with written comments, 40 with photos).
Owner responses: the business replied to 72% of reviews.
Most recent review: September 22, 2026.
Service: Pet Boarding Facility serving Lansing, Michigan.
Data from Google, last updated October 26, 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: 80/100 on this factor. Category median: 86.A
80
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: 73/100 on this factor. Category median: 78.B
73
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: 80/100 on this factor. Category median: 96.A
80
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: 98/100 on this factor. Category median: 96.A
98
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: 63/100 on this factor. Category median: 42.B
63
Bar = this company · dark tick = category median.
Star ratings
348 Google reviews we collected
4.6of 5
5 stars29585%
4 stars226%
3 stars51%
2 stars31%
1 star237%
Praise vs complaints
Phrases our text analysis found in 268 written reviews
91%praise
Praise19391%
Complaints189%
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 price1224%
Reasonable3673%
Overpriced00%
Not sure12%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude10550%
Quality & results3014%
Would recommend3014%
Price & value209%
Speed & response115%
Honesty & trust94%
Communication63%
What customers talk about
We read 268 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“I was apprehensive about leaving my rescue dog for the first time and the staff was very kind and took great care of him.”
“I had an awesome experience with Best Friends Pet Hotel.”
“The contract I signed was for group play, not individually, which I’m glad I asked for a copy of it when my billing was messed up.”
“I would highly recommend Best friends for boarding and grooming.”
“We will NEVER leave our car with them again nor will we recommend them to anyone else.”
“Fair pricing and I like how they have the cameras so you can check in if you wanted throughout the day.”
“Very nice staff at the desk, and reasonable prices.”
“I called the next day to check in and Leslie sent me photos that made me feel so relieved.”
“They genuinely care for the pets they look after and treat them like their own.”
“This day care is amazing and extremely communicative about my baby boy!”
People customers mention
Leslie3 reviews
Sarah3 reviews
Bella3 reviews
Abby3 reviews
Daycare3 reviews
Care3 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.
Emily6 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 a month ago★★
Very nice staff at the desk, and reasonable prices. However, my cat got gingivitis while staying here leading me to believe food bowls here might be unsanitary. (I came to this conclusion only after consulting with a vet about whether a cat can get gingivitis from staying at a boarding service). My cat was EXTREMELY…
Harold1 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★★★★★
I was apprehensive about leaving my rescue dog for the first time and the staff was very kind and took great care of him.
Ryker Bishop even went the extra mile to help with training tips and opportunities to give him extra love and care. And they even sent pictures of him putting my mind at ease
Dog boarding with training
Lisa8 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 a month ago★★★★★
We had are nails trimmed. Friendly fast ! Dogs seemed not to mind. Nails look great . Will go back.
Reasonable price
Brianna3 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★★★★★
My parents' dog had a fantastic time at "summer camp." He made friends and even got a bath before we picked him up. Would definitely recommend!
Reasonable priceOther pet boarding
JesLocal Guide · 31 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★★★★★
We love vacations- but hate leaving our furry family members behind. Knowing they are loved and cared for while we are gone is a relief. We have taken our pets to Best Friends Pet Hotel for years and are very happy with the experience!
Dog boarding
Ciera6 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★★★★★
Great people! Our dog is very anxious and the staff were extremely kind and welcoming to him. We will be bringing him back! You can tell they care.
playtime and grooming make for very happy puppies!
Price assessment: Great price
Services: Other pet boarding
Response from the owner · 3 weeks ago
Thank you for sharing your wonderful feedback! It’s a joy to hear that playtime and grooming are bringing so much happiness to your puppies. Creating a positive and enjoyable experience for pets is always our goal, and we appreciate you choosing us to care for your furry friends.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Emily Saksewski6 reviewsiTotal number of Google reviews Emily has written across all businesses on Google Maps, not just this one.
Very nice staff at the desk, and reasonable prices. However, my cat got gingivitis while staying here leading me to believe food bowls here might be unsanitary. (I came to this conclusion only after consulting with a vet about whether a cat can get gingivitis from staying at a boarding service). My cat was EXTREMELY sick when I picked him up! So I was very disappointed the staff didn’t call me to let me know that my cat was drooling profoundly, and discharging from his nose. He is ok, but I do wish they had called me when they realized he was acting abnormally.
Response from the owner · 3 weeks ago
Thank you for sharing your feedback. The health and well-being of pets in our care are important to us, and we take concerns regarding a pet's condition during or after a stay seriously. While individual medical conditions can have a variety of causes and circumstances, we welcome the opportunity to review your experience and discuss your concerns directly.
Contact the center and ask for the Center Manager, or reach out to me directly so we can learn more about your experience and address any outstanding concerns.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Harold Kuder1 reviewiTotal number of Google reviews Harold has written across all businesses on Google Maps, not just this one.
I was apprehensive about leaving my rescue dog for the first time and the staff was very kind and took great care of him.
Ryker Bishop even went the extra mile to help with training tips and opportunities to give him extra love and care. And they even sent pictures of him putting my mind at ease
Services: Dog boarding with training
Response from the owner · a month ago
We’re glad our team was able to make your dog's first stay a comfortable one and provide helpful guidance along the way. Thank you for recognizing the extra care and for sharing how the updates helped you feel at ease. Your trust in Best Friends Pet Hotel means a lot to us, and we appreciate your thoughtful feedback.
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Lisa Gingerich8 reviewsiTotal number of Google reviews Lisa has written across all businesses on Google Maps, not just this one.
We had are nails trimmed. Friendly fast ! Dogs seemed not to mind. Nails look great . Will go back.
Price assessment: Reasonable price
Response from the owner · Edited a month ago
It’s wonderful to hear your dogs handled their nail trims so well and that you were happy with the results. Thank you for your kind words about our team at Best Friends Pet Hotel. We’re glad to provide a friendly and efficient experience, and look forward to seeing you and your pups again next time!
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
Brianna Caszatt3 reviewsiTotal number of Google reviews Brianna has written across all businesses on Google Maps, not just this one.
My parents' dog had a fantastic time at "summer camp." He made friends and even got a bath before we picked him up. Would definitely recommend!
Price assessment: Reasonable price
Services: Other pet boarding
Response from the owner · 2 months ago
We’re so glad to hear your parents’ dog enjoyed his stay and made some new friends! Thank you for recommending Best Friends Pet Hotel and for sharing these kind words. It’s wonderful to know he left fresh from his bath and had such a positive experience. We hope to welcome him back for another fun visit soon!
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
JesLocal Guide · 31 reviewsiTotal number of Google reviews Jes has written across all businesses on Google Maps, not just this one.
We love vacations- but hate leaving our furry family members behind. Knowing they are loved and cared for while we are gone is a relief. We have taken our pets to Best Friends Pet Hotel for years and are very happy with the experience!
Services: Dog boarding
Response from the owner · 2 months ago
It means a lot to us that you trust us to care for your pets whenever you travel. We’re glad to know our team helps put your mind at ease and makes each visit a positive experience. Thank you for being such a loyal part of the Best Friends Pet Hotel family!
At your Services,
Raul Barrera
Senior Guest Experience
[email protected]
Ciera Davis6 reviewsiTotal number of Google reviews Ciera has written across all businesses on Google Maps, not just this one.
Great people! Our dog is very anxious and the staff were extremely kind and welcoming to him. We will be bringing him back! You can tell they care.
Price assessment: Reasonable price
Services: Dog boarding
Response from the owner · 2 months ago
It means a lot to hear how welcomed your dog felt with our team. We truly appreciate your kind words about the care and attention he received during his visit to Best Friends Pet Hotel. Thank you for choosing us—looking forward to seeing you both again soon!
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
Ferrante JonesLocal Guide · 76 reviewsiTotal number of Google reviews Ferrante has written across all businesses on Google Maps, not just this one.
We were referred here from another family and so far so good! The booking process was so smooth and everyone I talked to was nice! Check-in for boarding and grooming is so quick and easy and they’re very affordable. I also love that they send a visit report and have a live video feed so I can check on her 💜 Most importantly our puppy girl seems excited and happy when she’s there! So glad we found this place!
Price assessment: Reasonable price
Services: Dog grooming, Dog boarding, Dog daycare
Response from the owner · 2 months ago
It is wonderful to hear your puppy is happy here and that you found the booking process, check-in, and our visit updates so helpful. Thank you for highlighting the live video feed and affordability, and for choosing Best Friends Pet Hotel after your family’s recommendation. We truly appreciate your kind words about our team's friendliness. Knowing your pup is excited to visit means a lot to us. We hope to welcome you both back again soon!
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
c celestinLocal Guide · 79 reviewsiTotal number of Google reviews c has written across all businesses on Google Maps, not just this one.
Very cordial staff. Excellent follow up. Destine, the Groomer, is outstanding.
Price assessment: Reasonable price
Response from the owner · 2 months ago
Glad you found our team welcoming and attentive during your visit. We appreciate your kind words about the experience at Best Friends Pet Hotel. Thank you for taking the time to share your feedback, and we hope to see you again!
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
John WatsonLocal Guide · 19 reviewsiTotal number of Google reviews John has written across all businesses on Google Maps, not just this one.
Friendly staff, they were flexible and able to accommodate when I needed to pick up my cat a day later than scheduled
Services: Other pet boarding
Response from the owner · 2 months ago
It was a pleasure to accommodate your pick-up change and make things easy during your visit. Thank you for your kind words about our team and for choosing Best Friends Pet Hotel. We’re glad your experience went smoothly and appreciate your trust in us.
Warm regards,
Raul Barrera
Senior Guest Experience
[email protected]
