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Starwood Pet Travel Reviews

4.9 Rating 3,966 Reviews

98 %

of reviewers recommend Starwood Pet Travel

Company Reviews

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

Starwood Pet Travel 5 star review on 14th September 2023

Starwood Pet Travel 5 star review on 16th July 2023

Starwood Pet Travel 5 star review on 16th July 2023

Starwood Pet Travel 5 star review on 28th April 2023

Starwood Pet Travel 5 star review on 31st March 2023

Starwood Pet Travel 5 star review on 14th December 2022

576

Anonymous

Anonymous // 01/01/2019

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

“I was freaking out about all the requirements to move my dog from the mainland (CA) to Hawaii. Working with Ryan and her team was amazing. They were always available to answer all my crazy questions. Ryan was so responsive in email and calls. Everything went very smoothly. The team worked with my family on the mainland and me on the island. It was organized and efficient. I could not have asked for better care to be given to my fur baby. I got pictures and updates during before and during travel. And my dog was delivered safe and sound to my house. Highly recommend Starwood.”

Posted 1 year ago

Thanks so much for your kind words, Andrea! We're so glad you were happy with our services. We hope Barnett is settling in well! :)

Posted 1 year ago

“They helped my two cats move from New York to London safely. It was the most stressful thing I’ve ever had to do but Starwood was very communicative and reassuring all the way. They took care of all the paperwork and vet appointments and made the process very smooth. I was helped by mostly Rosie and Sahara and they were both great. It’s expensive but absolutely worth it. My babies arrived safe and sound.”

Starwood Pet Travel 5 star review on 15th October 2022

Posted 1 year ago

Thank you so much for your kind words, Monica! It truly means the world to us! We hope your furry family is settling in well!

Posted 1 year ago

“Starwood was a life saver for our move overseas. With 2 giant dogs we thought for sure we'd have to leave them behind. But starwood did everything for us including picking u frome our home in the USA and delivering directly to us in the UK. 10/10 service and would definitely use again!”

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Posted 1 year ago

Thank you so much for your review, Breanna! We really appreciate it and hope Klaus & Harper are settling in well!

Posted 1 year ago

And we can't forget about Freya, too!! :)

Posted 1 year ago

“When flying my 2 pups from the USA to the UK Starwood where fantastic from start to finish! Their community is great and they helped alleviate so much stress by preparing documents and managing dates. We could nt have done it without them!”

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Posted 1 year ago

Thank you so much for your feedback, Lisa! We hope Lola and Louie are enjoying exploring!

Posted 1 year ago

“Team did a great job getting my dog from the US to Australia safely. He is adjusting well and it was so great to be reunited”

Posted 1 year ago

Thank you so much for your review, Amanda! We hope Blue is settling in well! :)

Posted 1 year ago

“We moved from the US to New Zealand and that involved bringing over our three Dobermans. Reaching out to several Pet Transport Companies, Starwood was the first to respond. From the very first "hello" it was clear that choosing them was the right thing to do. Overall, this was a GREAT experience and I cannot imagine how one could possibly do this without a professional team that takes care of things. Here are the things that stood out to us 1. Having a dedicated travel coordinator that is assigned to the case was really great because it made communications fast, easy and efficient (easily 5 stars) 2. When it became clear that we could move much sooner than we originally thought, everybody at Starwood stepped up to the challenge of getting all the vet work, permits and flight reservation done before MPI and quarantine in NZ shut down for the summer holiday break. This was a bit of an emotional roller coaster since everything got quite close to the final deadlines for 2023. In the end it all worked out smoothly, and Molly - our coordinator - was fantastic with putting us at ease all the way. (easily 5 stars) 3. The dogs were taken care of really well on the day of the flight and a good number of photos + flight tracking information put us at ease, knowing that the dogs will be ok. (easily 5 stars) 4. The communications between Starwood our Vets, USDA, NZ MPI, Quarantine Facility and Air NZ all were in the background and expertly taken care of. The instructions for the final vet work up at home were great and very clear. The dogs were fully compliant with the strict NZ requirements. (easily 5 stars) Things to consider: we moved from Chicago. Flights to Auckland are only available out of San Francisco and Los Angeles. We chose San Francisco. This left us with the task of getting the dogs to California. Fortunately, our local boarding facility staff was willing to do the drive to San Francisco (flying was not an option in December). That added some complexity, but Starwood was as supportive as they could with flexibility in the exact arrival time at the boarding facility in San Francisco. That said, if it were at all possible for Starwood to form an alliance with a domestic transport company, that could make things easier. But in the end, this is no more than a suggestion. Another point to consider: for the final stay before travel, Starwood has fewer boarding partners in San Francisco than Los Angeles (and fewer flight slots out of San Francisco too). Our dogs were booked into the Wag Hotel in San Francisco. This short stay prior to departure was the only negative experience because that particular boarding facility does not know what they are doing. If you send your dogs through San Francisco and get assigned to that boarding facility, we would recommend you request an alternative. We relayed our concerns to Starwood, and they were very responsive and promised to carefully review this option. Quarantine: we chose PetHaven. Overall great experience. They communicated well and provided regular updates with photos (which made it easier for us to survive those final 10 days). Pricing: competitive; we took out the Starwood Insurance option (to cover costs if unexpected delays occur). We recommend this, especially if you are not within easy driving distance to LAX or SFO. Travel Crates: great supervision from Starwood in choosing the right size. Summary: overall this was a great experience that we can recommend without any hesitations.”

Posted 2 months ago

Thank you so much for your thorough review, Vinzenz!! We truly appreciate your feedback and it was a pleasure working with you. We hope Shadow, Fritz, and Hannah are settling in well!

Posted 2 months ago

“I am so disheartened by my experience with Starwood, and would highly caution any others use their services. I paid for a business class package to have my 11 year old pup transported from NYC to London, as I was worried for his health and anxiety as a senior dog. I arrived in London a few days prior to Cooper's scheduled arrival - Only for his flight to be cancelled, for which I did not receive communication on his whereabouts or wellbeing/ care for over 12 hours. I was left in the dark on Cooper's whereabouts and health / safety, and he was left at JFK for 24 hours before being put on another flight. Communication to me during those hours was non-existent outside of the first call in which they notified me of his cancelled flight, despite my efforts to have Cooper placed on the next flight out of JFK. I felt entirely helpless and incredibly guilty for leaving Cooper in that situation. On top of that, by the time Cooper was returned to me in London, his belongings were soiled in feces, indicating he had not been cared for in the way Starwood promises on their site and marketing. Please be cautioned that Starwood is not communicative, and coming from my own experience, I would highly recommend any loving pet owner seek another mode of international pet transport.”

Posted 9 months ago

Hi Sarah. We are very sorry that you did not have a positive experience with us. As we have already mentioned, the night of departure, the flight was initially tracking as being on time. As soon as we had any information about the flight cancellation, we reached out to you and let you know the flight had been canceled overnight and that we'd be reaching out with more updates. When a pet checks in for their flight, that's when the airline takes over. So without British Airways providing their due diligence with updates, there wasn't a way for us to know or alert you sooner. At a little after 1 pm, we explained that Cooper was at the JFK ARK being cared for by the pet handlers there. We made sure we received multiple photos from the ARK, and we emailed those directly to you along with information regarding his stay at the ARK. We then provided you with updates as we received them from BA regarding bringing Cooper over and when the flight was taxiing for take off. As explained in emails the day Cooper departed, BA actually let him stay in the comfort of the ARK where he could get walks and specifically not be in his travel kennel for as long as possible. While the majority of pets do arrive clean and dry, unfortunately sometimes pets do still end up soiling their travel kennels. As a senior dog, it was probably a bit tougher to make the long trip without the ability to have a bathroom break. The cleanup done by our UK partners was as thorough as could be - they cleaned him and his kennel to the best of their abilities and said they alerted you to the fact that some of the belongings he traveled with were soiled. As discussed, we have provided you with a $150 refund. We understand that pet travel can be very stressful for both pet owners and pets and we do our best to come up with solutions when things do not end up going as planned. We hope Cooper is settling in well and wish you both all the best!

Posted 9 months ago

“Starwood is the absolute best . But Ryan and her team completely made this move for my dog and I stress free . Ryan is absolutely wonderful and very responsive. Communication with everyone was such a breeze. They moved my dog from DC to Hawaii safely. They sent pictures, always kept me in the loop. And I’m so very happy. Money well spent and I would definitely go with them again and again and again . Thank you .”

Posted 1 year ago

Thanks so much for your positive, review! We hope Princess is enjoying Hawaii! :)

Posted 1 year ago

“It's been nothing short of a disaster. I paid close to 8k for the premium service and have been left with one issue after another. Little communication on their part with me led to miscommunication regarding my dogs transport. I told them a specific hard date and they dropped the ball and did not schedule a plane to take my dogs until I reached out because I had no news on an itinerary. Luck I did because they did not schedule one and that led to my dogs leaving AFTER my hard date. This would have led to $50/day/dog boarding for an additional $300. I had to complain due to their mistake to get them to pay. Then I was told that my one dog would not be coming home and needed to be in quarantine for an extra 3 days on arrival. Then the AirTags and back pack full of dog toys were stolen by their associate. I say stolen because I had to confront them via text to ask where my stuff was as they didn't tell me before hand and only after I questioned where my stuff was it was stated that their associate Jodi has it! Not even done... When my other dog was delivered I was told Starwood would cover the $300 delivery for him and I would just pay the $50, no big deal, except that never happened and the delivery driver wasn't going to wait for his money so I paid another $325... Horrible and Unacceptable!!! Stolen Property and Robbed of more money- won't be using them ever again and I suggest anyone who does- go somewhere else!”

Posted 1 year ago

Hi Sarah. We're very sorry you did not have a positive experience. It seems as though there was some misunderstanding. Our team has already touched base with you to confirm that your personal belongings are being mailed to you in Hawaii, we are refunding you $325, and we are covering the cost of the extra delivery. Please feel free to schedule a call with us if you have any additional concerns so we can see how we can help.

Posted 1 year ago

“Review on behalf of Jackson and Liv. This was my fourth inter-continental relocation and the first involving pets. From the initial onboarding and throughout the the entire process, Starwood Pet Travel excelled. Starwood's workflow was clear and thorough, and their communications quick and attentive. The combination of emails, text notifications and online scheduling for periodic stock-takes was excellent. They guided me meticulously and then took the initiative to liaise with my vet to ensure document compliance. They offered tips to improve transit. I appreciated all of these interventions. This all-round professionalism, subject-matter knowledge and good cheer allowed me to concentrate on other aspects of my move. A special word of thanks, then, to Sahara and Rosie. Five-star reviews are ten-a-penny these days but in this case it's fully merited. Starwoods is an impressive operation. Pay for the best and get the best.”

Starwood Pet Travel 5 star review on 14th December 2022

Posted 1 year ago

Thank you so much for your kind words, we truly appreciate it! We are so glad you had a positive experience and hope Jackson and Liv are settling in well! :)

Posted 1 year ago

“As an accredited veterinarian who is responsible for international health certificates, I found Starwood to be of invaluable assistance in making sure everything was in perfect order for our mutual client. They were incredibly communicative and professional. Recommend highly!!!”

Posted 1 year ago

Thank you so much for your review, Julie! We truly appreciate it and love working with great vets like you! :)

Posted 1 year ago

“I moved my fur baby from Seattle to Malaysia. It’s always so nerve wracking thinking about moving on the other side of the world and figuring out the best way to safely bring your fur baby along. Starwood is the best and it’s not hard to see why. I felt like I was in good hands the entire process. They were always quick to communicate back and answer all my questions. Everything went according to plan and it was a very smooth process. I was constantly updated on her whereabouts as soon as they took her for her flight. I loved receiving happy pictures and videos of my dog so I knew that she was okay. Not planning on anymore big moves, but if life throws another curveball and I have to move again, I would definitely work with Starwood again.”

Starwood Pet Travel 5 star review on 16th August 2022

Posted 1 year ago

Thank you so much for your kind review, Katrina! We hope your fur baby is settling in well! :)

Posted 1 year ago

“My experience with Starwood was excellent from start to finish starting with Ross, Shannon, Molly and Madison. I moved from Houston to Perth, Australia with my 4 year old dog Obi Wan Kenobi. With the tedious requirements, I was extremely stressed and worried, but Starwood answered all my questions, easy communication , planning till the execution they were very helpful. The drop off , pictures I received for updates till the day I picked him up after quarantine. Starwood was AWESOME!! Thank you Guys!”

Starwood Pet Travel 5 star review on 26th July 2022

Posted 1 year ago

Thanks so much for your feedback, Christine! We hope Obi Wan Kenobi is settling in well! :)

Posted 1 year ago

“Starwood communicated extremely well with us and made the potentially stressful experience of transporting our dogs to Australia from the USA very easy.”

Posted 1 year ago

Thank you so much for your review, Ryan! Your feedback means the world to us! We hope Tazzy and Piper are settling in well! :)

Posted 1 year ago

“We had an amazing experience using Starwood to transfer our pup from Boston to London. It seems expensive but it was worth every penny knowing that Pippa was in good hands. The whole process was seamless; from initial booking to pick up of Pippa from our apartment in Boston to landing in Heathrow and being reunited again. 100% recommend.”

Starwood Pet Travel 5 star review on 12th July 2022

Starwood Pet Travel 5 star review on 12th July 2022

Starwood Pet Travel 5 star review on 12th July 2022

Posted 1 year ago

Thank you so much for your review, Alberto! Your feedback means the world to us! Wishing you and Pippa all the best!

Posted 1 year ago

“We used Starwood to transport a 25lb 4y.o. dog and a 13lb 10y.o. cat to Denmark from the US. Our total cost from Starwood for the mid-tier package (not including vet costs) was just shy of $6,000. Given how stressful the entire move was, this was worth every penny. The animals arrived safe and healthy, delivered to our new front door. We received updates throughout the process, and they had layover time in Germany where they were let out of their crates to stretch their legs for a few hours before their connecting flight. We tried coordinating the process by ourselves before we decided to use Starwood, but correct/up-to-date information is very hard to find and would have made for a much more difficult experience for all involved.”

Starwood Pet Travel 5 star review on 16th July 2023

Starwood Pet Travel 5 star review on 16th July 2023

Posted 9 months ago

Thanks so much for your review, Michaela! We're so glad you had a positive experience. We hope Stormy & Yoshi are settling in well! :)

Posted 9 months ago

“Great service and team. Our Golden Retriever Wally traveled to Italy and then back to the US after an extended stay. Arrived happy and healthy both times.”

Starwood Pet Travel 5 star review on 28th April 2023

Posted 11 months ago

Thank you so much for your review, Shaun! We're so glad you were pleased with our services and we hope Wally is doing well! :)

Posted 11 months ago

“My experience with Starwood was very pleasant - easy communication and seamless planning and execution. Every person I dealt with on both ends of the journey explained the process and customs requirements in detail and answered my innumerable questions with good humor. The Starwood agent was very helpful when Cody arrived at Heathrow airport as well. There was inaccurate information on one of the vaccine certificates. The agent worked with me and my dog, Cody’s veterinarian back in Boston to expedite his release. During the whole process he continued to assure me that Cody was well and getting good care from the attendants. Overall, I would highly recommend Starwood to anyone who wanted to move their pets. Thank you Starwood team for making Cody’s travel experience as stress free as possible. He was back to his goofy self in no time! 🙂”

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Starwood Pet Travel 5 star review on 14th July 2022

Posted 1 year ago

Thank you so much for your feedback, Tina! We really appreciate it and hope Cody is settling in well! :)

Posted 1 year ago

“I was promised things they then couldn't provide (after they had my deposit, of course). I paid $4000 for my cat's 2 day trip to become a 5 day trip, and had to travel 6 hours to Scotland to get them through customs myself, a service I paid for. My cats were sent without their paperwork. Instead of dealing with it, they said they sent the paper and what KLM did is out of their control. I sorted out paperwork and got my cats home, but they have not acknowledged the expenses I incurred after already paying for services not delivered. They lied to me numerous times, and my cats were in their hands for 4 days and I got one update. DO NOT TRUST. THEY LIE ABOUT THEIR RELATIONSHIPS ABROAD AND WILL LEAVE YOU IN THE LURCH IN A SECOND. THEY OWE ME AN APOLOGY, AND THOUSANDS OF DOLLARS.”

Posted 1 year ago

Hi Sarah. We are sorry you did not have a positive pet shipping experience. However, we do not lie to our customers about issues with airlines or relationships abroad. Would you like to schedule a call with us to further discuss this?

Posted 1 year ago

“Worst experience ever. This company is horrible with communication and did not provide the care they promised for my dogs. My two dogs flight was delayed a couple hours and the company told me they didn't have someone who could stay with them that long, and pushed back their departure by a full 24 hours. They couldn't provide me with any flight information or an estimated time of arrival and I went almost 24 hours without hearing anything or knowing where my dogs were or when they were coming. I had to call the company and have the director get in contact with who was handling them before I even heard anything. When they finally did arrive nearly two days after expected, one of them had a bladder infection and was constipated (problems he's never had before). They both acted like they have never seen food or water before making me wonder when the last time they got to eat or drink anything. I'm thankful they made it but the lack of communication was extremely disappointing. Not to mention the stress of worrying about them and not knowing where they were/when they would arrive made an already stressful situation unbearable. I am in shock of how poorly my dogs were treated. Do not book with this company.”

Posted 2 years ago

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