Holme From Home in Sugnall, Stafford

We used this company back in August and everything seemed to be alright, it took a bit to get the booking finally sorted as they couldn't make their mind up on price, when we got there they tried to charge us again but luckily I had my receipt (their copy went missing) anyway, they stayed there and prior to us picking them up we paid an extra £22 to have the dogs washed, dried and groomed, one of the dogs came back all wet, not brushed and the woman tried to say it was because he kept snapping at her, this dog is the most laid back dog I've ever known and he is an old dog and very pleasant, I've never known him to snap at anyone in the 10 years I've had him, anyway for this pleasure they charged us in the end £359.00

Following this stay we thought that the few mishaps may have been a one off so we decided to give them another try, we put our 2 dogs in on the Saturday to stay for 1 night which they charged us £38.00, again the price thing wasn't set in stone, it went up again as they quoted us £36.00, we noticed this time that they didn't ask for proof that our dogs were vaccinated and I thought maybe it was because they'd stayed previously so they felt they didn't need to but then when other dogs started arriving they didn't ask their owners either, obviously norms they are putting dogs at risk of kennel cough and other things, again they were ok after the last time so we thought nothing of it but now I'm thinking this needs addressing as it's not them who will be left to pick up vet bills, it's their customers, so after we had left them in over night we were told they are open til 5:30 on Sunday which it also states on here and so after a 4 hour journey we got to the kennels to pick our dogs up at 2:30, the gates were closed when we arrived, so we assumed this was so that any dogs couldn't escape so naturally we opened the gate, drove in and then shut them behind us, only to be greeted by an extremely angry man who was full of attitude shouting to us "oy how have you got in there?" To which we replied "we opened the gate" he shouted back "well you can't go and just do that, we are closed, we do want a few hours off you know!". So I said "I'm very sorry, no one told us about the hours of business yesterday and we've had a very long journey so we came straight here as we just want to get home and get settled" to which he replied "well you've got the bloody paperwork with the info on, I suggest you read it and learn, I would have expected you to know our opening times by now".
Well, obviously we don't as we've only been there twice and never came on a Sunday before, I told the man that I didn't actually receive any paperwork, I just handed the money over, they took it and that was that, he told me "this is an absolute disgrace how you think you can just waltz in here whenever you want" baring in mind it took him 2 minutes to get the dogs and his house is directly next door, I would have thought that the least he could have said was "I'm sorry we are actually closed just so you know for next time" and went about it that way but instead he was stood waving his arms and bawling at us, his attitude towards us was appalling and it made me wonder how they treat the dogs when we aren't around, they come across on their website like they are this lovely caring family run business and they'll treat your dog with love etc. when really they are arrogant, rude, unprofessional, ill mannered, childish, disrespectful, self centred. Unreasonable and damn right rude, I will NEVER use them again!