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

“This place is a rip off”

Helpful Report

Posted 1 month ago

Hi Greg - We understand your concerns, and we strive to offer competitive prices while maintaining our high service standards. Please reach out to us at info@starwoodpet.com if you'd like to schedule a call with us.

Posted 1 month 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.”

Helpful Report

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

“Very chaotic. I thought I was paying good money not to have to stress or think too hard about this part of my international relocation, but it was easily the most stressful part of my entire move. Despite long-planned dates, they did not get the appropriate paperwork done in time for my cat, so I had to push back my own flights and find temporary pet-friendly accommodation at the last minute, as well as push back my work start date - all of which cost me a significant amount of additional money. Communication was extremely poor, they failed to anticipate and pre-empt basic problems, and my coordinator Sage did not seem to have answers for anything without having to ask others. My pet’s move would have completely fallen apart if my vet was not willing to bend over backwards to help and she was shocked by how bad this service was based on her experience with other relocation companies. My vet’s receptionist even felt so sorry for me, that she handed me a note - unprompted - with another company’s information on it “for next time”. It’s easy to get sucked in by their glossy website and automated emails, but I would not use them again.”

Helpful Report

Posted 1 year ago

Hi Cassia - We're very sorry that you did not have a positive experience. Unfortunately, there was a delay in receiving the import permit from South Africa, and then the microchip was unreadable. We cannot control if the microchip cannot be read by a scanner. Due to the implant of a new microchip, the flight needed to change at the last minute because of the EU requirements for pets transiting. The EU requires that the rabies vaccination must occur after the microchip and at least 21 days before travel. We understand this is disappointing and stressful, but we do our best to come up with new solutions when things don't go as planned. We hope Shuri is settling in well in her new home.

Posted 11 months 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!”

Helpful Report

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

“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.”

Helpful Report

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

“My new puppy was covered in dried feces and urine, when delivered. We paid for her to be shipped to us in the care of people who we had no choice but to trust. She was dehydrated when she arrived. The paperwork states she was offered food and water last at 1am. She arrived after 2pm, so she didn’t have anything to eat or drink for 13 hours. Someone dropped the ball. Don’t use this service. I will be leaving my review anywhere I can so people know what kind of service you offer.”

Helpful Report

(Traci Brearley) - Posted 1 year ago

“I contacted them and they were unable to help. They didn't make it clear that they would pass my data onto another company without my permission.”

Helpful Report

Posted 1 year ago

Hi there! We'd be happy to discuss this privately if you send us an email so we can check our records to see what happened here.

Posted 1 year ago

“My dog was delivered covered in Feces”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years ago

“I paid for the puppy to be transported by a person on board the plane, but I am very dissatisfied with the puppy being transported to the cargo area.”

Helpful Report

Posted 2 years ago

“Emailed Ben about flying my dog to Italy in November the slow season and the only response I could get was we require 6 weeks, which was given. I was given a book now option, although he refused to confirm a date.”

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Posted 2 years ago

“My dog was filthy when she arrived.”

Helpful Report

Posted 2 years ago

We are sorry your experience wasnt outstanding. As the final mile portion of your pups journey we take pride in delivering a happy pup. Upon the delivery the driver took a picture that looks like a very happy welcome to your new home. We did reach out to find out more about the issues in order to improve the overall experience but have not heard back from you. Best of luck as your Pup grows by the day!

Posted 2 years ago

“My dog arrived with a mat of poop on her butt. It was almost as if she had her entire back area (since she’s 3lbs) covered with hard poop that had clearly dried well beyond an hour or more. I don’t believe she was bathed after she landed. It was so gross, I had to bathe her immediately and some of the poop had to be cut off because I couldn’t get it out by soaking her.”

Helpful Report

Posted 3 years ago

We are sorry to hear this. Unfortunately, the duration of time in the crate on the flight set up by the company you purchased your puppy from can result in residual dried poop. Once the puppy arrives at the airport, My Pet Cab conducts a wellness check and cleans the puppy and crate at the airport while given each puppy some TLC. After a day of travel, we do as best we can at the airport without running water, but due to the winter weather and lack of facilities at the airport the puppies cannot be bathed prior to delivery. We recommend they get their first bath with their new family in their new home setting. Best of Luck with your new family member!

Posted 3 years ago

“I moved from the States to London in September and Starwood handled my cats move over. I did not receive a single phone call from my agent during the planning process, I had to set up phone appointments. Even at the initial stage, I just received a confirmation from my inquiry on their website. She would just send documents with no context either. I now am out extra expenses because of the carelessness. Not only a total lack of communication from the agent assigned to my case, but I was misinformed about pickup procedures as well. I ended up having to wait additional time at the ARC (12 hours total, including 2 trips back and forth, and this was even 6 hours after her landing) because the company had not submitted paperwork properly. When I tried to call my agent from the ARC, I did not get a response, so I sent an email, to which I still have not recieved a response to date in 2021. But while youre at the ARC, you cannot see your animal or get solid updates from them. They tell you to call your agent... who wasn't answering me. Overall awful experience, when I complained to the superviser all I got was a "I'll talk to our agent". Absolutely ridiculous. I expected so much better from a professional pet transporter. Next time I will use a different company.”

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Posted 3 years ago

“I can’t really rate this because I never met the driver! He was pulling away waving as I pulled up to my house . He left the dog with my friend who does live there but I thought he should have waited for the owner who purchased the puppy & check my ID!! But other than that my puppy was safe and is adjusting well. Thanks Cynthia Walter”

Helpful Report

Posted 3 years ago

Hi, we take customer service to the extreme and would love to talk you you about the overall delivery experience. Your driver that day is one of our best but he did forget to ask for ID after he slipped and fell and as a result was a bit out of sorts. We have private messaged you direct contact information. Good luck with your new family member!

Posted 3 years ago

“She had kennel couch and a parasite. I’m EXTREMELY disappointed in the quality of the delivery.”

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Posted 3 years ago

I am so sorry your pet had kennel cough and a parasite. As the transport company who just handled the delivery from the airport to your house, we will make sure to alert the company who hired us for the last mile drive. Sadly we only had Dawn in our care for a couple of hours and our driver never saw any medical issues that required us to transport her to a vet instead of your house. Please let us know if there is anything else we can do.

Posted 3 years ago

“Their Moto is.. we take care of Everything. That's a bunch of Hooey! Not my experience at all. Will never Hire them again. Nor would I recommend them to my friends or family! If I had it to over again, I'd definitely use another PRC Company!”

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Posted 4 years ago

“Worst experience. Would NEVER recommend. Terrible customer service who can’t even tell the truth regarding what is happening with my dog.”

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Posted 4 years ago

“Overall I was extremely disappointed in the services I paid for. While I understand some of the circumstances were outside of the control of the transport - an embargo at Chicago delaying the flight for my dog, I do not feel as if I was given any respect as a customer and did not feel I was being informed properly throughout the whole process. I will not be using this company again for my transport needs.”

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Posted 4 years ago

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