Pet boarding service · Willoughby, OH · reviewed since 2015
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%53+28.9Reliability 24%29+7Value 14%69+9.8Replies to reviews 7%40+2.8Craft & service penalty89−1.1Momentum penalty58−4.2Experts Score= 43Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.43SCORE
CGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#67 of 72 pet sittersiPosition by Experts Score among all companies we track in this category. · better than 7%
4.7★★★★★423 Google reviews · 24 photos
84%five-star reviews
4.33★last 12 monthsiAverage stars on reviews from the last 12 months only.
16.1%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 Pet Palace 4.7 out of 5 based on 423 reviews, with the owner responding to 15% of comments. Customers frequently praise the friendly staff, daily communication updates, and services including daycare, boarding, and grooming, noting reasonable pricing and a clean facility. However, some low-star reviews describe recurring issues with hygiene, such as soiled bedding and strong odors, as well as administrative errors involving appointment cancellations and incorrect pet identification.
Google rating: 4.7 out of 5 from 423 reviews (84% five-star).
Reviews on this page: 423 Google reviews (280 with written comments, 12 with photos).
Owner responses: the business replied to 15% of reviews.
Most recent review: August 9, 2026.
Service: Pet Sitter serving Willoughby, Ohio.
Data from Google, last updated October 28, 2026.
Score profile vs other pet sitters
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: craft & service and value; weakest: reliability.
Pet Palace - Cleveland EastPet Sitters 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.Pet Palace - Cleveland East: 53/100 on this factor. Category median: 84.C
53
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.Pet Palace - Cleveland East: 29/100 on this factor. Category median: 79.D
29
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.Pet Palace - Cleveland East: 89/100 on this factor. Category median: 98.A
89
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.Pet Palace - Cleveland East: 69/100 on this factor. Category median: 93.B
69
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.Pet Palace - Cleveland East: 58/100 on this factor. Category median: 100.C
58
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.Pet Palace - Cleveland East: 40/100 on this factor. Category median: 61.C
40
Bar = this company · dark tick = category median.
Star ratings
423 Google reviews we collected
4.7of 5
5 stars35784%
4 stars348%
3 stars41%
2 stars72%
1 star215%
Praise vs complaints
Phrases our text analysis found in 280 written reviews
91%praise
Praise23491%
Complaints229%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
80%fair
Great price240%
Reasonable240%
Overpriced120%
Not sure00%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude10943%
Quality & results4016%
Would recommend3614%
Price & value2811%
Honesty & trust197%
Speed & response187%
Communication62%
What customers talk about
We read 280 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“The staff are so welcoming, understanding, and patient.”
“However, the most recent incidents have completely changed my perception and made me realize how unprofessional this facility actually is.”
“The rates are reasonable, the staff is kind and the facility is top notch.”
“This is a lot of money for the horrible condition that they were left in.”
“I would highly recommend any of the services at this Pet Palace.”
“I recommend you find another spot if you have a hesitant pup.”
“They are very reasonably priced and have full transparency, no hidden fees.”
“Brought two very expensive toys for my dog to play with.”
“I'm so happy to have a place that I trust for my dog, Nairobi.”
“This experience made me feel that the staff here simply do not genuinely care about dogs.”
“One time he got his nail caught in the turf when he was running around and they called us immediately and trimmed his nails on the house.”
“Dorian even took the time to explain to us what type of brush to use on our puppy so not to irritate his skin.”
People customers mention
Dorian10 reviews
Rachel5 reviews
Nicole3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Pet Palace - Cleveland East for 4 kinds of job. Pick one to see what they paid and said.
RRafaelLocal Guide · 15 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. · 5 months ago★★★★★
They pet sitter for me while I was away on vacation. Took amazing care and provided daily reports. Happy to have chosen them
KKhamalaLocal Guide · 15 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. · 5 months ago★★★★★
We love Pet Palace! We've been coming here for years; since our Lucius was a puppy. Daycare, Boarding, & grooming all in one place! We couldn't ask for more. The staff are so welcoming, understanding, and patient. Grateful for Pet Palace!
DDeborah7 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. · 5 months ago★★★
Seemed to be a nice place. Pricing was a little more than I've paid in the past. Staff was friendly. However after her stay my fur baby has kennel cough. Not happy about that at all.
Dog boardingDog nail trimming
AAlex5 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. · 8 months ago★★★★★
We love pet palace. Oophfurt "Bauer" has such a wonderful time at day care and overnight boarding. Staff is great, they always greet us and know exactly who Mr. Bauer is when we walk in. I never worry while we are out of town I know he is in good hands. They are very reasonably priced and have full transparency, no…
Great priceDog groomingDog boardingDog daycare
JJasonLocal Guide · 17 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 year ago★★★★★
We have used Pet Palace frequently for both Doggy Day Care and overnight boarding. The facility, the staff friendliness and their care with our dog has been exceptional!
I made it a point of asking for the names of all of the employees to give shout outs. Skylar, Clair, Chance, Bradley, Cora, Tyler, Ebony,…
JJillainaLocal Guide · 39 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 year ago★★★★★
We love Pet Palace! They keep it exceptionally clean. They do small group play times twice a day for the dogs so they all get good attention, but still plenty of chill time in their kennels. I can add on enrichments, like Pupsicles and extra 1 on 1 playtime on days I think my dogs will need it. It's a different…
Thank you so much for the 5-star review, Tanya! Our Pet Palace team truly appreciates your kind words. We love creating an environment where pets are happy and comfortable, and their families feel confident leaving them in our care. We look forward to seeing you and your fur baby again soon!
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Sean HarrisLocal Guide · 17 reviewsiTotal number of Google reviews Sean has written across all businesses on Google Maps, not just this one.
Extremely friendly staff. They love your pet like you love your pet.
Response from the owner · 4 months ago
Thank you for shouting out our staff Sean! They are truly exceptional! Nova is such a blast to have with us. She is such a goofy girl 💜 We can't wait to see her back next week at Pet Palace Cleveland!
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Rafael SturdivantLocal Guide · 15 reviewsiTotal number of Google reviews Rafael has written across all businesses on Google Maps, not just this one.
They pet sitter for me while I was away on vacation. Took amazing care and provided daily reports. Happy to have chosen them
Response from the owner · 4 months ago
Thank you for the 5-star review Rafael! Tom and Chocolate were such a joy to have stay with us 💜 We can't wait to see you all again at Pet Palace Cleveland! 😊
K
Khamala CunninghamLocal Guide · 15 reviewsiTotal number of Google reviews Khamala has written across all businesses on Google Maps, not just this one.
We love Pet Palace! We've been coming here for years; since our Lucius was a puppy. Daycare, Boarding, & grooming all in one place! We couldn't ask for more. The staff are so welcoming, understanding, and patient. Grateful for Pet Palace!
Response from the owner · 5 months ago
Thank you Khamala! We love having Lucius with us for all of our services at Pet Palace Cleveland 💜 His quirks give us all a good chuckle! We can't wait to see you guys again!
D
Deborah Moore7 reviewsiTotal number of Google reviews Deborah has written across all businesses on Google Maps, not just this one.
Seemed to be a nice place. Pricing was a little more than I've paid in the past. Staff was friendly. However after her stay my fur baby has kennel cough. Not happy about that at all.
Services: Dog boarding, Dog nail trimming
Response from the owner · 5 months ago
Deborah, Thank you for sharing this feedback about your recent stay with us. We are deeply passionate about the health and safety of all the pets in our care and are so sorry to hear that Cyncere was not feeling well. We left you a message to follow up and check in. Please contact our manager, Cora at (216) 220-1130 for further assistance. She will be happy to help resolve any concerns.
A
Alex Harris5 reviewsiTotal number of Google reviews Alex has written across all businesses on Google Maps, not just this one.
We love pet palace. Oophfurt "Bauer" has such a wonderful time at day care and overnight boarding. Staff is great, they always greet us and know exactly who Mr. Bauer is when we walk in. I never worry while we are out of town I know he is in good hands. They are very reasonably priced and have full transparency, no hidden fees. They have great grooming and nail trimming services. One time he got his nail caught in the turf when he was running around and they called us immediately and trimmed his nails on the house. They have fun pictures in the lobby of all the pets, you can tell the staff cares. I do not have a bad thing to say about this place! They even have a pool in the summer time. My Oophurt comes home sleepy and happy every time. My personal favorite is the report cards while he has a sleep over at Pet Palace. Highly recommend.
Price assessment: Great price
Services: Dog grooming, Dog boarding, Dog daycare, Dog nail trimming
Response from the owner · 8 months ago
Hi Alex! Bauer is absolutely so fun to have here! 💜 His energy is contagious and his smile is impossible to miss. I can't believe he went home only 2 days ago! We miss him already 🥰 We can't wait to see you both back at Pet Palace Cleveland for Bauer's next adventure with us!
J
Jocelyn jiao6 reviewsiTotal number of Google reviews Jocelyn has written across all businesses on Google Maps, not just this one.
My dog has been coming here over the past year, with a total stay of nearly two months altogether. I always believed this place was professional and treated dogs well, especially given the high ratings. However, the most recent incidents have completely changed my perception and made me realize how unprofessional this facility actually is.
In January, I was informed that my dog developed an eye infection while staying here, which caused excessive discharge, and that plastic was found in his stool. I was already unhappy at that time, but I chose not to argue. Instead, I took him to the vet and monitored him at home. Fortunately, he did not show any abnormal symptoms afterward, so I decided to let the matter go.
Then in February, due to work obligations, I had no choice but to board him here again. Because of your staff’s mistake, my dog did not receive the bath that was supposed to be provided. This allowed me to see what he had actually been going through at your facility.
His entire body was covered in feces and urine stains, especially around his rear. I have never seen anything like this before. I didn’t even know how to deal with it and had to trim off his fur when we got home. This experience made me feel that the staff here simply do not genuinely care about dogs. If you truly care about animals, you would clean them promptly instead of allowing them to defecate and urinate in a cage and remain covered in waste.
Response from the owner · 8 months ago
Hi Jocelyn! We are so sorry Gou-Dan went home in this condition. It is not the standard we strive to keep here at Pet Palace Cleveland. We would love to discuss this further! Please give the facility a call at (216)220-1130 and ask to speak with Cora. We appreciate your feedback!
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Vivian Pettigrew6 reviewsiTotal number of Google reviews Vivian has written across all businesses on Google Maps, not just this one.
My husband and I went on an anniversary cruise. We left our 3 yorkies with Pet Palace. We have used them before with no problems. When we arrived to pick our babies up. A worker gave me the dog's belongings. It was clear that they were not taken care of. Their beds were saturated with urine and feces. When i arrived home, I opened up a blanket and feces fell out. I did not drop off my babies in this condition. I made sure that they had a bath before leaving my babies with Pet Palace . One of the dogs hair was matted. They just stunk. I paid over 500.00 for their stay for 9 days. This is a lot of money for the horrible condition that they were left in.. I called the facility and they asked if I could bring them back to be washed. I did and they bathed them. They asked me to bring their beds back but they were being washed. I had to wash the beds twice. I know that there are animals in the facility but The facility had a bad odor that I did not smell previously. They offered me 2 free nights for my yorkies. I am very protective of my yorkies. I cannot leave them at this facility ever again. I can not imagine what they went thru that week. To have urine and feces saturated in their beds and matted hair, it was clear that they were locked in their cages and they did not have the priveledges to be taken out to relieve themselves. I can't tell people what to do but I will never use facility again. The trust is lost.
Vivian Plummer Pettigrew
Price assessment: Overpriced
Services: Dog boarding
Response from the owner · 8 months ago
Vivian, we’re truly sorry to hear how upsetting this experience was for you. We understand how deeply people care about their pets, and we never want anyone to feel disappointed or concerned about their care.
As we reviewed our records to better understand your feedback, we were unable to locate a visit under your name after 2017. Because of this, we want to ensure we’re addressing the correct stay and fully understanding your concerns.
We take all feedback seriously and would welcome the opportunity to speak with you directly. Please feel free to contact Cora at 216-220-1130, and we’d be happy to discuss this further.
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UC LA01Local Guide · 15 reviewsiTotal number of Google reviews UC has written across all businesses on Google Maps, not just this one.
Thank you so much for your amazing score and for trusting us with your pet’s care at Pet Palace Cleveland! We're so glad to hear that you were pleased with the service we provided. We look forward to seeing you in the near future!
J
Jason CooperLocal Guide · 17 reviewsiTotal number of Google reviews Jason has written across all businesses on Google Maps, not just this one.
We have used Pet Palace frequently for both Doggy Day Care and overnight boarding. The facility, the staff friendliness and their care with our dog has been exceptional!
I made it a point of asking for the names of all of the employees to give shout outs. Skylar, Clair, Chance, Bradley, Cora, Tyler, Ebony, Eyrika, Emily, Liz, Katie, Gabi, Veronica, Katie, Sara and Dallas have been amazing! They truly spoil our pup!
Thank you Pet Palace for providing a comfortable home away from home for our dog.
Response from the owner · 10 months ago
Jason, thank you so very much for individually recognizing some of our amazing team here at Pet Palace Cleveland, your support means more to us than you know! We love seeing Bailey's happy self running in the building. She is such a joy to have and so much fun! 💜 We look forward to your next visit!
