Starwood Pet Travel Reviews

Name: Starwood Pet Travel
Address: 4706 Chiquita Blvd. S, Suite 200-320, Cape Coral, Florida
Rating: 4.92

4.9 Rating 3,966 Reviews

98 %

of reviewers recommend Starwood Pet Travel

Company Reviews

Metrics

Info

4.9

Based on 3,966 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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Starwood Pet Travel 5 star review on 20th November 2023

576

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“it was okay”

Helpful Report

Posted 3 years ago

Sorry to hear you didn't have a 5 star experience. Thanks for taking our call to find out what we could do differently going forward. As explained MyPetCab's role in your puppies journey was the last mile piece. The concerns you expressed would be ones handled by the company that you purchased your puppy from, we will pass along the feedback to them. Hope you are having fun with your new family member!

Posted 3 years ago

“I was informed that the diver was two minutes away. Last minute not an hour beforehand. My puppy arrived safely but his wee wee pad was Scrunched up in a ball and put in the back of his carrier. It had urine and vomit from travel but my problem is that someone crumpled the pad into a ball and pushed it to the back of the pups carrier. I don’t believe the puppy did this. Just and FYI”

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Posted 3 years ago

“Customer service was good if you reach out first but are not forthcoming with information unless you are persistent. Delivery was late without any call to update it may be pushed back. The puppy was then stuck in the delivery vehicle 4 hours after a long journey by flight.”

Helpful Report

Posted 3 years ago

We are sorry you were unhappy your pups travel arrangement's. We take pride in stellar customer service and have tried to reach our via a few different avenues to follow up without luck. We (My Pet Cab) handle the last mile piece of your puppy's journey. The Customer service and delayed travel concerns mentioned are handled by the company where you purchased your puppy. We will pass along your concern. Good luck with your newest family member!

Posted 3 years ago

“I was pleased with the promptness and communication but not attentive enough to the condition of the puppy. When my puppy arrived she was cold, shivering and wet. Her paws were like ice cycles. I feel if she was given appropriate review upon retrieving her from the airport her unfavorable condition could have been rectified.”

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Posted 3 years ago

“Service was good but I didn't get a phone call when you were on your way from the airport (and I was told I would get one). The night before I was told 1-3pm window and our puppy arrived around 12:30pm with no phone call. Fortunately we were here.”

Helpful Report

Posted 3 years ago

Hi ,thanks for the feedback. The flight was early and we do what we can to get the pups to their new homes safely and quickly. Our driver did attempt to call at 1215 however he reversed the last two digits of your phone in error and left a message that's why you did not here from him. He understands the importance of calling and will make sure he does not make the same mistake again . Congratulations on you new family member!

Posted 3 years ago

“She dropped the pup took a picture and left; just like that. I guess I was expecting some small talk after everything else pup went thru but the drop was like a grocery drop. Pup was safe and healthy though = job done. I'm grateful for her time.”

Helpful Report

Posted 3 years ago

I’m sorry that you were disappointed with your puppy delivery experience. We pride ourselves in excellent customer service and our drivers work hard to take precious care of your puppy while also ensuring efficient delivery. Unfortunately, your driver was unable to spend more than a few minutes after the delivery as she had one more puppy to deliver and did not want to leave the puppy alone .We hope you are enjoying your new furry family member!

Posted 3 years ago

“No notification, when he did arrive,, asked for no id. Was very matter of fact. Didn’t seem to care.”

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Posted 3 years ago

“The communication was great. The time was accurate. However, I realize puppy accidents happen in a crate, but if I were delivering a puppy to someone, I would look into the crate before the delivery and definately notice if the pee/poop pad had pee and poop all over it causing the dog to step all in it. I would have pulled over, replaced the pad and tried to wipe off the puppy's paws. The experience with any business is all in the details and doing the little bit extra to make the end users experience better is part of those details.”

Helpful Report

Posted 3 years ago

I'm sorry that was your experience. Each puppy is cleaned and their crate cleaned at the airport. Our drivers check after each delivery to see if any puppy has soiled the crate since the airport and clean them up if they do. If a puppy soils their crate when the driver is heading to your location, that is where you could receive a dirty puppy. Most customers don't want to wait for their puppy to be cleaned off and crate cleaned, so our drivers usually just deliver the dirty puppy since it was recently done. We will continue to evaluate our procedures and appreciate your feedback on this.

Posted 3 years ago

“I really wanted to give you 5 stars for your driver (Jack). He was extremely nice and professional. Your Regional Manager (Elaine) was rude on the phone when I called to get an estimated time of arrival.”

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Posted 3 years ago

“It was okay.”

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Posted 3 years ago

“My puppy got home safe. Would have liked more updates. I was also informed my puppy (who was traveling cross country) had not been let out of his crate at all. Not sure that this is good for the puppies. My puppy had poop and pee in his crate when he arrived”

Helpful Report

Posted 3 years ago

Thanks for your review and sorry you didn't experience a five-star service. As the vendor who only picked up your puppy from the airport and delivered to your home, we had no influence on your puppies travel before that. The company you bought your puppy from worked with different vendors to transport your puppy, and we were only responsible for the final mile of your puppies travel. When we picked up your puppy at the airport, we took the puppy out of the crate and cleaned the crate and gave your puppy additional water if needed. Our drivers try to keep an eye on the cleanliness of the crate while in our care, but sometimes pets go to the bathroom after we have already cleaned the crate. We hope your new addition to your family is a blessing to you and we wish you the best.

Posted 3 years ago

“They just dropped off the puppy. Not much to it.”

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Posted 3 years ago

“Not sure how it happened, but the Pet Cab initially went to the wrong home. My best guess is that the street number and street name were input to the driver's map app, but not the zip code. I did appreciate the communication from the transporting company and driver - and our puppy did arrive safely.”

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Posted 3 years ago

“I loved the fact that my puppy was brought to my door. However the lady that brought her was not the best. I realize everyone is freaked out about the Corona Virus but it was if she just Thru the crate at us and ran Away. Something that definitely needs some work on. I had a mask on!!”

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Posted 3 years ago

Thanks for you review and sorry we didn't exceed your expectation. We are now required to have very strict Covid rules and must stay at least six feet away, which is so hard for us as we love being apart of this happy moment. We are trying our best to live in this Covid world and your review shows we need to keep doing better.

Posted 3 years ago

“We couldn’t reach the driver to check in our puppy’s arrival time. Said it was after hours. Just wanted to check as our pup had a very long drive. The driver called when half hour away. Not impressed with the small car that four animals were transported in. All in all she arrived in one piece though so we’re grateful:)”

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Posted 3 years ago

“Had to drive almost 3 hours to meet Pet Can. Totally was lead to believe by Ouppy Spot that our puppy would be delivered to us at home in PA. Friday night we were advised we would have to meet the Pet Cab the next morning at 8 am in Maryland 3 hours away.. After paying $799.00 for transportTion costs.”

Helpful Report

Posted 3 years ago

“Thank you for your swift response. As I stated in my review, Ray was great and nice to deal with. He even mentioned that they had “cleaned up the mess” she made in her crate. That is always appreciative when a stranger is taking care of your pet for you. However, the details of the mess would have been nice to know (e.g., we cleaned up a bunch of diarrhea she had, or, we cleaned up her poop and it was normal looking). The moment we brought her to our backyard, the first bowel movement she made was pure, runny diarrhea with lots of blood. I now know that she also had a horrible diarrhea accident in the crate she flew in, as the entire inside of the crate is stained now. We cannot use that crate, because the sickness she has is Girardia (which is an extremely toxic and contagious parasitic infection). My bottom line is attention to detail and honesty is always the best customer service. Please don’t reprimand Ray for this, as I’m sure he followed your company protocol, but your company should pay better attention to the health of the animals they put in their vans to transport. Your company transported a very sick and contagious puppy. PuppySpot has been informed and my family and I are working to reprimand their company and the Breeder. I’m sure you can understand our anger and frustration, and being advised the moment we received her that she had horrible diarrhea in her crate would have been extremely helpful. Thank you! Ashley (669) 256-6161 Our puppy’s driver was very nice, professional and definitely liked our dog, but no one mentioned that the “mess” she made during the drive home to us was pure diarrhea (with blood in it). Our puppy arrived extremely sick, so we are now working with PuppySpot on getting the breeder inspected ASAP. That is not your service’s problem, but it would have been nice to be told that she had horrible diarrhea in her crate on the way home.”

Helpful Report

Posted 4 years ago

“I thought my coordinator was amazing. She was very responsible and hands-on. However the actual pick up process was not well documented and was a bit of a nightmare. It involved sitting in a warehouse by the airport for 5 hours, multiple trips to customs, then finally getting pets that were in really bad shape. Like my dog hasn't gotten water for hours, same with the cat. None of this is Starwood's fault certainly (like the flight itself was great and the paperwork was in order) but more guidance on the actual pickup would have been good.”

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Posted 4 years ago

“I wasn’t very impressed with Starwood . I obviously had a lot of questions and whomever I was dealing with was just really pushy about getting my money. Then the second liaison wasn’t very organized. She waited last min to tell me I needed certain documents. I had informed her I would be out of the country previously . So literally I was having to do e signatures and having family members mail things out while I was in a different country because she had forgotten to tell me . She also had to waive the fee for them to come to my house to pick up my pet because she had messed up so badly .”

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Posted 4 years ago

Starwood Pet Travel is rated 4.9 based on 3,966 reviews