The Petaway
4040 Palladium Wy, Burlington, ON L7M 0V6
Overview
The Petaway is a pet hotel and grooming spa described as a 'home away from home' for dogs, created to provide care comparable to what pets receive at home. The facility was founded by two individuals passionate about animal welfare and focuses on safety, love, and comfort. While the website emphasizes their philosophy and mission, it lacks specific operational details.
Amenities & Policies
What Reviews Say
163 reviews analyzedThe Petaway is highly regarded for its exceptionally clean, modern facility and its staff's ability to calm highly anxious or difficult-to-groom dogs. While the vast majority of clients report excellent experiences with both daycare and grooming, there are isolated but detailed complaints regarding rigid enforcement of policies, confusing operating hours, and firm stances on matting-related shaves. The owners are very active in responding to feedback, maintaining a professional but strict adherence to their safety and operational protocols.
People love
Staff shoutouts
Worth noting
Allegations of hidden fees and misleading operating hours
“Google & website: Mon-Fri, 7AM-7PM... pick-up 6:54PM. They charged us “$15 Late Fee”. Nobody told us in advance that they are closed at 6:30PM.”
Hostile confrontation between owners and long-term client
“Worst, when we said we’ll complain to BBB & Google – she said they have “witness”! We immediately felt her threats with “legal actions”.”
Strict refund/cancellation policies(2 mentions)
“We asked them to refund our unused services ($81.36), but they refused. They stated things like 'Our policy won’t allow'.”
Mandatory registration/vaccination hurdles(2 mentions)
“I was told on two occasions I don’t need an online profile to get just nails done... then when I showed up for my appointment, somebody else said that that’s not the case.”
Matted hair resulting in shorter cuts than requested(2 mentions)
“We asked for a light trim around the body and they ended up shaving all his hair... they said his hair was too matted.”
Top Rated
4.9 stars from 164+ reviews
This facility has earned a Top Rated badge for maintaining a 4.9-star rating across 164 reviews.
At a Glance
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