Suma Farm Cat Hotel

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Reviews

1. C ★★☆☆☆

   After over 7 years of regular custom and over £1,000 paid to them just this year alone, I am genuinely shocked by how my cats’ collection was handled today. I was delayed by approximately 10 minutes after a 2.5-hour drive and had the courtesy to call ahead to inform them. On arrival, I sat outside their locked gate for nearly twenty minutes with my daughter & dog in the car, ringing both numbers repeatedly, though as usual neither are ever answered, emailing, messaging via Facebook, and even tooting the horn and calling from the gate with absolutely no response. Staff were clearly still there, yet chose not to answer, not to respond to my earlier message or the ones at the time, not check if I was on my way, and not to show the slightest consideration. Had they imposed a small late fee, fine, that would have been reasonable, but refusing to release my cats, forcing me to make another hour long round trip tomorrow to collect, and simply ignoring all communication is nothing short of disgraceful customer service. After years of loyalty, I expected at least a basic level of courtesy not this level of indifference. They’ve made it abundantly clear that loyal custom counts for nothing here, so I’ll be taking mine elsewhere from now on. Being a cattery the majority of their clients travel from long distances or even abroad; delays and traffic are an inevitable part of that. Any business that operates in this industry should have the basic sense and decency to accommodate such situations with communication and flexibility. Instead, they chose to ignore a loyal customer literally sitting at their gate, ringing and calling repeatedly, while they kept the pets we love. It’s unacceptable, unprofessional, and deeply disappointing. Was it worth losing a long time regular customer over 10 minutes and a simple phone call? ETA: I have the call records of ringing at 4.11pm to say I was on my way but caught in traffic, and call, email & Facebook messenger records from 4.43pm (to the office and mobile, both with voicemail greetings confirming I had called the correct number, unfortunately I don’t think the phone has ever been answered when I’ve called in 7+ years) after I’d already been there a few minutes at the gate and trying to verbally shout and toot the car horn in the absence of even a doorbell or buzzer or camera. At the VERY most I was maybe 12 minutes late, after calling to let them know, not 30 minutes, and the fact is no one called me or answered the phone or emails, which is what has frustrated me most. How could I have emailed to say I was at the gate and ask if they could open it at 4.51pm if I apparently didn’t arrive until 9 minutes later at 5pm as claimed? Regardless a late fee is reasonable, calling to let me know you would not allow me to collect late so I didn’t drive out of my way after the already long drive back is reasonable, totally ignoring all attempts is not. It’s now 11pm and a response to this review is the first I have heard back. If as you say staff realised I was there at 5pm no one called or emailed me then. Why? If staff can’t hear the phone, car horn or shouts when with the cats might I suggest… a doorbell??

   almost 3 months ago
2. Gia Antonia Borg Darcy ★★★★★

   Thank you to all at Suma catery. We where away for 10days on holiday our 5 cats really enjoyed their stay at Suma. The staff is extreemly friendly and love cats. Our cats had an extra large pan with all facilities included litter, bedding, scratch post, toys even a red light to keep them warm for those colder nights. I highly recommand this Catery.

   almost 3 years ago
3. Flora Ibison ★★★★★

   This place has many friendly staff, each cat had it own pen, which was clean and spacious. Are cat has been going all its life when ever we are away. He loves it. Covid stuff is handled really well. No need to get out of the car. ONE way system is in place to drive through. Very organized, and helpful. Highly recommend. Been using for years. Best I've ever seen, or found.

   almost 4 years ago

1. S Ibison ★★★★★

   This place has many friendly staff, each cat had it own pen, which was clean and spacious. Are cat has been going all its life when ever we are away. He loves it. Covid stuff is handled really well. No need to get out of the car. ONE way system is in place to drive through. Very organized, and helpful. Highly recommend. Been using for years. Best I've ever seen, or found.

   almost 4 years ago
2. Charlie Dodd ★★★★★

   I’ve used Suma farm for many years, my girl can be a little shy with new people but the staff filled me with confidence that she would be fine and when I picked her up it was obvious that the staff genuinely cared about the cats almost like they were there own. Would recommend Suma farm cat hotel to all owners who want a high welfare friendly experience.

   more 6 years ago
3. V “VB” B ★★★★★

   Sue and the team looked after my Mothers elderly cat for a week, and we were very happy with the service. Millicent has a very specific care schedule, and we felt that we were listened to, and our requests treated with respect and knowledge. We were kept up to date with her well being and felt that nothing was too much trouble. We will use them again.

   more 6 years ago

1. Lorraine Wilson ★☆☆☆☆

   Update: at 9:41 on Saturday 7 September I received a phone call from the owner Susan, threatening me with legal action over this review. My cat stayed with Suma Farm for 10 days, and came home ill and dehydrated - the vet actually said it was one of the worst dehydration cases she had seen! 3 days later and she is still in hospital receiving medical care. Despite their claims to have "thoroughly checked on her", a cat doesn't get that sick in a day or 2 or without being noticed, in my opinion. The picture attached is after 3 days in hospital. I would never use this facility again!!

   more 6 years ago

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