Ontilt Pet Resort and K9 Refuge

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Chantel Wood

via Google

DEXTER’S FIRST DAY OF DOGGY DAYCARE !! My dogs are our family and our world , I had followed even from when he started to build the doggy Palace and i watched how much love and how much time our fur babies meant to them and god it took me so long too talk my husband around to letting our boy to get in on the love calm gentle life Kevin his mum Jennie and all his stuff show . Just a quick message to you Kevin Jennie and all your staff that spent time and love with Dexter today my heart is full of love for each and everyone of you , he has come home and clocked out and put him self into bed early snoring extremely loud too . Words of love to you all and we can’t wait to see you all again next week 🫶🤞🙏🏻 that there is a spot free 🙂 xx. Again Kevin thank you for loving my boy as much as I do he means so much to me . Love to you all Dexters will see you all again 🖤🤎🐾🐾❤️💙

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hiyas bejewelled

via Google

Thank you so much Kevin Ontilt and crew especially to Erin for looking after Marley while we were away. I was so anxious to leave Marley for almost 2 weeks as he didn’t go well with the previous kennels. But they were fantastic and they posted photos to reassure us that Marley is okay! Surely Marley had fun and we were so happy seeing him for the very first time with the other dogs!🥹 I highly recommend them 💯

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Michelle Aslander

via Google

Ontilt Pet Resort is one of a kind. Fabulous facilities, cleanest resort I've ever seen and full of love and kindness. From the second you walk in, you know your babies are their #1 priority.

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Beth Finden

via Google

From the very first point of contact, Kevin and the team were absolutely amazing. The facilities are incredible, and the genuine love and care they showed our dog was so reassuring to see. They truly go above and beyond to make sure every dog feels safe, happy, and well looked after. It’s clear they are incredibly passionate about what they do, and that passion shines through in every interaction. We felt completely comfortable knowing our dog was in such great hands. I honestly cannot recommend them highly enough — they are definitely our go-to for doggy daycare and boarding. Thank you! 🐾

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Erin Crawford

via Google

Ms Byass. In response to your review. I understand that Kevin is not interested in responding to your 1 star review in depth, the almost 200 5 star reviews on Google alone outweigh yours. However as the Team Member who dealt with you both on drop off and the unexpected out of hours pick up I would like to address some of your accusations / "concerns". Your first issue was the phone call on the 11th March from Kevin asking if you would be picking Zara and Coco up before we closed. As I explained and apologised to you for that was my error, not Kevin's. Second issue is your pickup outside our extremely strict opening hours. Yes, I agree they are strict, Kevin charges the same amount for an out of hours pick up as he does for a full Daycare day and more than a days board. He also requires at least 24 hours prior notice. This is not to get extra money from you. He still normally refuses any requests but grants every client one hall pass as he calls them. There is a reason for this. The 8 hours between 9 am and 5 pm are the daylight hours we get to spoil your dogs, take them out, get them swimming with their friends in the pool, give them treats and belly rubs and just let them be DOGS living their best life that you as a dog parent paid for. It might have seemed like a simple 10 minute pickup to you but in reality we had to first put all the dogs who had just started their daycare session away and tell them they were going out again soon (yes, we talk and reason with our furry charges). Then go and open the gate to let you in. Hand your dogs over to your care. Go and close the gate again. Then get all the dogs who had their daycare interrupted out again. So that 10 minute pick up turned into 35 minutes out of that day and 35 minutes less we were able to spend with the dogs playing and having fun. Just think about how you would feel if it was your dogs Coco and Zara who were interrupted while they were having fun. Your third and fourth issue I will discuss as one because KEVIN WASN'T THERE...... You state he yelled at your dogs to get out. I know you have been been blocked from the Facebook page, understandably so too. So you probably haven't seen the video recordings of Kevin answering your phone call on the 13th March at a completely different property. How could he be yelling at your dogs when he wasn't even at the Resort? The CCTV footage also has audio and your phone call to Kevin was on loudspeaker, it is clear that Kevin was being respectful and informed you this was your hall pass but it would take some time to put the dogs away. YOU ARE A LIAR..................................................... Trying to discredit a business because you feel slighted by falsely accusing the owner of mistreating the dogs in his care. The $1000 you paid was for 10 days boarding and 5 daycare sessions (one every second day). Your dogs had daycare on the 4th, 5th, 7th, 8th, 9th, 10th, 11th, 12th and were going to go out on the 13th as well. 4 extra days daycare, $400 worth at no charge to you. What company throws in free bonuses? Ontilt does, because Kevin is all about the dogs and loves nothing more than seeing them happy. Which brings me to your 5th issue, no tax receipt. You didn't request one either at drop off or pick up. All you have to do is ask...... I really hope you find your two beautiful girls another kennel that will care for them like we did, they deserve the best. I've worked in kennels 20 years though and seen it all and doubt you will. Kind regards, Erin Proud to be a Team Member at Ontilt

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rozanne byass

via Google

I recently boarded my dogs at Ontilt Pet Resort for 10 days (4 March – 13 March) and unfortunately had a very disappointing experience dealing with the owner, Kevin. When I originally completed the booking form, I clearly nominated the dates for boarding as arrival 4 March and departure 13 March, and paid $1,000 via bank transfer based on that agreement. On 11 March, two days before the agreed collection date, I unexpectedly received a phone call and text message from Kevin demanding that I collect my dogs within five minutes. I explained that the agreed departure date was 13 March, as stated on the booking form. Despite sending him the original booking documentation confirming this, he insisted that I either collect my dogs immediately or pay an additional $200. The tone of the communication was aggressive and extremely unprofessional. When I attended to collect my dogs on the agreed date, I arrived approximately one hour outside the strict pickup window due to circumstances earlier that day. Instead of handling the situation reasonably, Kevin demanded an additional $100 fee and told me to leave and return later that evening. The way he spoke to me on the phone was abrasive and unnecessarily confrontational. When I eventually entered the property to collect my dogs, they briefly ran toward a room where Kevin was located. Rather than addressing the situation calmly, he yelled at them to “get out.” Very concerning as he had been in care of my dogs for 10 days. What I found most disappointing is that Kevin never came out to speak with me directly to resolve the situation. Later that day he sent a message stating he had ceased all interaction with me and subsequently blocked me from the business Facebook page, preventing any further communication. Another concerning issue is that I paid $1,000 via bank transfer and was never issued a tax invoice or receipt for the payment, despite requesting one. Overall, the experience was extremely stressful and not what I expected when trusting someone with the care of my animals. Professional communication and basic customer service were completely lacking in this situation. I would strongly recommend that anyone considering using this facility clarify all booking arrangements and payment documentation in writing beforehand.