Diamond Certified Company Report

Bridewell Hilltop Kennels

Diamond Certified Company Report

Bridewell Hilltop Kennels

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 79 VERIFIED CUSTOMERS i

Sandy F.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

1 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

My dog seems to be okay with going there. The transition is not easy. Once I am gone, I know he is in good hands. My dog really likes the core people who are there, although there is a lot of turnover.

It is in a pretty setting and I can take my dog there even if he is having medical issues and they will follow my directions.

Paul B.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

2 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very conscientious and they take care of your animals while they are there.

My dogs like going there, they get really excited when I pull up in the driveway.

Gerri Y.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

3 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I know my dog is safe there.

It is practically the only one around.

Read All 79 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Anne Hadley, Manager

Bridewell Hilltop Kennels offers a wide range of pet care services at its countryside facility in Novato. The company’s primary focus is providing short- and long-term boarding for dogs, cats, birds, rabbits and other small animals (excluding reptiles), but it also features an onsite grooming salon that offers everything from bathing and brushing to nail trimming and ear cleaning.

Manager Anne Hadley says much of Bridewell Hilltop Kennels’ success is due to its animal-oriented business approach. “Our goal is pretty simple: take care of the animals first and provide them with great care at a reasonable price. Everyone who works here truly loves animals, so we take the time to develop relationships with them and learn about their specific needs so they get the best possible care.”

Bridewell Hilltop Kennels offers several ancillary services that are designed to improve the quality of each pet’s visit, including a dog walking program that features 25- to 40-minute nature walks and a complimentary bath on the day of departure (with a paid seven-day stay or longer). “We can also administer veterinarian-prescribed medications at no extra charge,” adds Ms. Hadley. “Each of our policies is in place to guarantee the health, safety and enjoyment of our customers’ pets.”

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Bridewell Hilltop Kennels

COMPANY CONTACT
Locations

Marin County

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SERVICES PERFORMED

Day Care
Grooming
Boarding for Dogs, Cats, Birds, Teacup Pigs, Guinea Pigs, and Rabbits

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Bridewell Hilltop Kennels

Company Profile

Bridewell Hilltop Kennels offers a wide range of pet care services at its countryside facility in Novato. The company’s primary focus is providing short- and long-term boarding for dogs, cats, birds, rabbits and other small animals (excluding reptiles), but it also features an onsite grooming salon that offers everything from bathing and brushing to nail trimming and ear cleaning.

Manager Anne Hadley says much of Bridewell Hilltop Kennels’ success is due to its animal-oriented business approach. “Our goal is pretty simple: take care of the animals first and provide them with great care at a reasonable price. Everyone who works here truly loves animals, so we take the time to develop relationships with them and learn about their specific needs so they get the best possible care.”

Bridewell Hilltop Kennels offers several ancillary services that are designed to improve the quality of each pet’s visit, including a dog walking program that features 25- to 40-minute nature walks and a complimentary bath on the day of departure (with a paid seven-day stay or longer). “We can also administer veterinarian-prescribed medications at no extra charge,” adds Ms. Hadley. “Each of our policies is in place to guarantee the health, safety and enjoyment of our customers’ pets.”

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Company Philosophy

"Our primary concern is the happiness and well-being of our customers' pets, so we work hard to make sure they're as comfortable as possible during their stays. We want every customer to know that we're taking good care of their pet so they can relax and enjoy themselves while they're gone."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for pet boarding companies that have earned the prestigious Diamond Certified award. For Bridewell Hilltop Kennels, the key to achieving and maintaining high levels of customer satisfaction is simple: take the time to develop a personal relationship with every animal that visits its facility. “We believe it’s important to get to know the animals that stay with us on a deeper level,” says Manager Anne Hadley. “By getting to know their temperaments and learning about any special dietary needs or medical conditions they have, we’re able to further personalize our care and provide a better overall experience.”

Bridewell Hilltop Kennels has been providing pet care services at its countryside facility in Novato since 1954. The company primarily focuses on short- and long-term boarding for small animals like dogs, cats, birds, and rabbits, but it also has an onsite dog grooming salon that offers everything from bathing and brushing to ear cleaning and nail trimming.

Unlike pet boarding companies that are forced to limit their services because of inadequate facilities or inexperienced employees, Bridewell Hilltop Kennels has everything necessary to provide personalized, hands-on animal care under one roof. “The amount of time we spend with our clients’ animals definitely differentiates us from other companies,” says Ms. Hadley. “Whether we’re facilitating play groups in the yard on spending one-on-one time with an animal that’s feeling stressed or sad, we make sure to provide that essential human touch.”

Another distinguishing feature of Bridewell Hilltop Kennels is its secluded location, which creates a calm atmosphere for animals and provides them with ample room to run around. “When we take dogs for walks in this area, the calm, natural environment seems to be very therapeutic for them,” explains Ms. Hadley. “Our goal is to make sure each customer’s pet is healthy and happy, and our quiet, natural setting is an important part of that.”

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Industry Info

If you’re planning to board your pet during an extended trip, make sure you take several considerations into account. Boarding your dog or cat is a great way to ensure they get proper care while you’re away for an extended period of time, but if you’ve never worked with a boarding facility before, it’s important to know a few guidelines so you can maximize the comfort and enjoyment of your pet’s stay. Consider the following tips:

Ease the transition. To help your pet acclimate to the kennel environment, try bringing it in for a couple of daycare visits prior to a long-term stay. “If your pet has never been boarded before, two or three short visits can help familiarize them with the environment and reduce the stressfulness of the transition,” explains Anne Hadley, manager of Bridewell Hilltop Kennels in Novato. “Dogs in particular are prone to separation anxiety, especially if they’ve been adopted from shelters. By dropping them off and picking them up a couple times prior to an extended stay, you can bolster your dog’s confidence, reduce emotional stress and improve the quality of its boarding experience.”

Communicate dietary and medication needs. A reputable boarding facility will be happy to accommodate your pet’s dietary or medical needs, but to ensure these needs are met correctly, it’s important to communicate clearly about the details. “When an animal has special medication or food, it’s crucial for the owner to provide instructions on how and when these are to be administered,” confirms Ms. Hadley. “Often, it’s the simplest things that owners neglect to think of. For instance, you need to know the specific amount of food your pet receives—if you simply say your dog gets ‘half a scoop’ of food, that doesn’t provide any information in terms of measurement. If you think about these kinds of details ahead of time and communicate them clearly, the boarding facility will be better equipped to meet your pet’s needs.”

Keep it simple. In an effort to make your pet feel more at home, you may feel inclined to bring toys, bedding and other items to the kennel. However, Ms. Hadley says it’s best to leave any unnecessary articles at home. “Kennels have a lot of animals to keep track of, so it’s easy for things like toys and bedding items to get lost in the mix. Rather than trying to keep all these items together, the boarding facility’s employees should be focusing their energy on caring for your pet.”

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Frequently Asked Questions

Q: Do you offer daycare services in addition to long-term boarding?

A: Yes. We’ve actually seen a significant increase in people who drop off their pets before they go to work and pick them up at night.

Q: Do you offer any discounts for long-term customers?

A: Yes. If your pet stays with us for more than 30 days, we can work with you on a discounted rate.

Q: Will my dog be able to get out and exercise at your facility?

A: Definitely. We take all the dogs out three times a day—at least once in the big yard and a couple times in the medium-sized yards. We also offer ball throwing and walking programs for an additional $15.

Q: Can you accommodate my pet’s diet?

A: Yes. If your pet has special dietary needs, we can feed it whatever food you provide. All we ask is that you provide specific feeding instructions.

Q: Do you offer grooming services?

A: Yes, we have a professional groomer on staff. However, we ask that you make a grooming appointment ahead of time, as our groomer is only available three days a week.

Q: What shots does my pet need before staying with you?

A: Dogs need DHLLP, bordetella and rabies shots, and cats need FVRCP and rabies shots. In order to ensure the health and safety of all our animal guests, we require written verification of current vaccinations.

Q: Can you administer medicine to my pet?

A: Yes. We can administer pills, and we also know how to give shots and insulin.

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SELECTED PHOTOS FROM Bridewell Hilltop Kennels

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Dana Garduno

Expert CONTRIBUTOR PROFILE
  • Dana Garduno is a kennel attendant at Bridewell Hilltop Kennels, a Diamond Certified company since 2014. She can be reached at (415) 231-2087 or by email.

Dana Garduno: Canine Compassion

By James Florence, Senior Writer

NOVATO — Dana Garduno always had an affection for dogs, but she hadn’t planned to make a career out of it until she moved next door to a kennel. “I was looking for a place to live and found one located on the same campus as Bridewell Hilltop Kennels,” she explains. “My sister had actually worked there, so I was familiar with the business. Considering how close I was and the fact that I loved animals, I thought working there would be a great fit. I applied and was hired, and I’ve spent the last few years working as a kennel assistant.”
Dana says her favorite part of her job is simply being around dogs. “I enjoy hanging out with our dogs, whether in play groups or one-on-one. Sometimes we get dogs that are too shy or aggressive to be in playgroups, and I make sure they get special attention.” Dana says she also gets a little help from her sidekick. “My dog, Perseus, is a wonderful companion for new dogs at the kennel. Any time a dog is unsure about being here and isn’t getting along with the other dogs, Perseus will befriend them.”
A resident of Novato, Dana says she appreciates the convenience of her location, as well as its pleasant natural setting. “I like being so close to where I work. Plus, it’s a really nice area to live—it’s up on a hill and surrounded by all kinds of trees and nature. It has a wonderful view and it’s very peaceful…other than the dogs barking.”
Outside of work, Dana spends most of her time with her own dogs, including Perseus, a dachshund-terrier mix, and Hercules, a terrier-Chihuahua mix. “I also foster dogs—currently, I’m fostering two miniature schnauzers,” she adds. “Not surprisingly, most of my time revolves around caring for them all.” While her dogs keep her busy, Dana also enjoys hobbies like painting and cooking.
As a pet boarding professional, Dana says while it’s good to be proactive and organized, she also needs to be able to adapt to unforeseen scenarios. “I’m always thinking ahead, but if something unexpected comes up, I do my best to put everything else on hold and deal with it. Working with animals is fun, but it can also get a little hectic and unpredictable, so it’s important to be flexible.”
When asked the first thing she’d do if she were to retire tomorrow, Dana says she’d take her animal involvement to the next level. “I would probably open an animal rescue. That’s always been a dream of mine, and hopefully I’ll get to achieve it someday. Of course, I’d also do some traveling, especially through Europe.”
Ask Me Anything!
Q: What was your first pet?
A: A miniature dachshund named Sparky.

Q: Coffee or tea?
A: Coffee.

Q: What kind of music do you like?
A: Oldies. I love Ella Fitzgerald, Louis Armstrong and Nat King Cole, and my favorite band is The Beatles.

Q: What was your favorite toy as a child?
A: A stuffed walrus named Mr. Wally.

Q: What’s your favorite thing to eat for dessert?
A: Banana ice cream.

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Expert articles
  • Preparing for Your Dog’s First Kennel Stay

    NOVATO — When boarding your dog at a kennel for the first time, there are a couple of things you can do to help ensure a positive experience. First, it’s a good idea to acclimate your dog to the kennel environment by bringing it in for two or three daycare sessions prior to its extended stay. This will familiarize your dog with the kennel and give you an idea of how it will react to the new environment. It will also give the kennel staff a chance to meet your dog and get familiar with its needs and temperament.

    Another thing you can do to make your dog’s kennel stay more comfortable is bring along one or more familiar items. Whether it’s a toy, a blanket or even a shirt that smells like you, such items can comfort your dog by reminding it of home. However, you shouldn’t bring any items of significant importance, simply because kennels don’t guarantee against loss or damage of items brought from home. You may also want to bring your own food, especially if your dog has a sensitive stomach—just make sure you inform the kennel staff about its feeding schedule and portion sizes.

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Expert video tip
  • Video: Tips for Your Dog’s First Kennel Stay

    Complete Video Transcription:

    NOVATO — Host, Sarah Rutan: Prior to your dog’s first kennel stay, there are a few things you can do to ensure a positive experience. Today we’re in Novato with Diamond Certified Expert Contributor Dana Garduno of Bridewell Hilltop Kennels to learn more.

    Diamond Certified Expert Contributor, Dana Garduno: Before considering boarding your dog, there are a few tips I’d like to give you. For example, before bringing your dog to a kennel for the first time, it might be good to bring them in for a daycare, which is just bringing them in from the beginning of the day and picking them up before we close. And that’s just to see how your dog would feel at the end of the day when you pick them up, if they’d be good in play groups, and just how you would feel about your dog coming home at the end of the day.

    And, another tip would be maybe ask them what to provide and what not to bring. So, if your dog has a sensitive stomach, bring your own food. Or, if he would like a toy, bring his toy with him and a blanket that smells like you. I would not bring, you know, his most important toy just because you don’t want anything to happen to it while it’s in the kennel. But, maybe wear a shirt overnight and then bring it to the kennel with you and leave it with him. That would probably be very comforting.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Bridewell Hilltop Kennels WEBSITE AND EXTERNAL FEED
Diamond Certified RATINGS ON Bridewell Hilltop Kennels
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 79 VERIFIED CUSTOMERS i
Bridewell Hilltop Kennels : Average 9.4 out of 10 based on 79 unique customer surveys of customer satisfaction.

Sandy F.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

1 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

My dog seems to be okay with going there. The transition is not easy. Once I am gone, I know he is in good hands. My dog really likes the core people who are there, although there is a lot of turnover.

It is in a pretty setting and I can take my dog there even if he is having medical issues and they will follow my directions.

Paul B.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

2 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very conscientious and they take care of your animals while they are there.

My dogs like going there, they get really excited when I pull up in the driveway.

Gerri Y.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

3 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I know my dog is safe there.

It is practically the only one around.

Erin B.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

4 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very conscientious and they are very careful with the animals. The staff are all very friendly and they work with my schedule and my budget.

Convenience

Effie F.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

5 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I've been really happy with them, and my dogs are happy. I love the spa treatments they give my dogs. When they come home they smell wonderful for several weeks. They also get their nails done. So my dogs get what I get!

I like the feeling that I don't have worry about them. I know they will be taken care of and I can relax.

John F.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

6 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are the best, and they provide excellent care.

They have the personal touch. You know, the kind of customer service people used to get. Everyone knows your name/your dogs name, and all their vital information.

Sanidhya K.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

7 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have overall good service.

Their customer service, it is just good.

Taryn T.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

8 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I love everything about them. They provide wonderful care for my two dogs. I used them went I went on vacation, and they let the two dogs stay together. When I moved they kept one of my dogs for three months and gave me a break on the price. One of the dogs is blind, and they let him stay in the office because he has 'separation anxiety'.

My dogs go to doggie daycare three times per week. When I go to pick them up, it is usually after hours, so they put the dogs in the portable and I just pick them up.

Meredith J.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

9 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would tell anyone to go to them. I've recommended them to several people.

They were very responsible.

Judy H.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

10 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They do a wonderful job and they are very friendly and accommodating. My dog is very happy.

I just am very confident that my dog is in good hands and I have brought 3 dogs to them.

Kelly M.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

11 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They give excellent care and excellent exercise. I always leave my dogs there.

They are safe, secure, and happy.

Tim K.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

12 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

Well they really do a great job keeping Lola comfortable. They are also tuned in to her special needs.

I would say the way they take care of her special needs requirements.

Elliott H.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

13 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did a great job.

Everything

Holly A.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

14 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They take very good care of my dogs. I trust them completely and I have never had a problem. If my dogs are boarded more than a week, the include a free pet shampoo.

They are convenient to the Bay Area.. The prices are good and I see the same people all the time.. Thee dogs get to play with each other and that's really important.

Kathrine M.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

15 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them. They are wonderful and we really trust them.

The fact that I can trust them to take good care of my dogs. And my dogs are happy.

John H.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

16 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

My dog always comes back happy.

My dog is okay when he comes home and he is happy and he seems to be fine. He has no negative effects.

Bruce J.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

17 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They feed them and they play with them.

They take good care of my cats when I go out of town.

Barbara B.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

18 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They took good care of my dog.

My dog has gone there for years. One time she was sick with an ear infection and they took her to a veterinarian, which I appreciated since I was out of town. I trust them to take good care of my dog. I am very happy with them.

Betty S.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

19 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are convenient, they take great care of the pets, and they always come back looking happy and healthy.

They offer pick-up and drop-off service, which is a plus and they are on time.

Bill K.

VERIFIED Bridewell Hilltop Kennels CUSTOMER

20 of 79

Quality 10
10 10
Loyalty Yes
CRITIQUE

They take very good care of my dog and they love the dogs.

They are very responsible and they appreciate dogs.

Read All 79 Survey Responses at Ratings View