My dog died at Hanrob; Shea, a healthy vibrant and bouncy 4yo Great Dane. I searched high and low for a premium facility that would match my expectations regarding her level of care and after multiple phone calls and research I thought I had found the place with Hanrob. For this, although very expensive, I did not mind to pay over $500 a week for her care as long as she received the best care I could find.

The primary reason I chose Hanrob was due to the claim that there was ‘24 hour veterinary care' available. After discussions with the office staff I understood that this meant animals were consistently monitored throughout the night, such that if they needed veterinary attention this was available. I was also able to organise for an additional charge Shea to be walked four times a day. After Shea died I learnt she only ever was taken out for two x 10-15 minute walks a day – a mistake on Hanrobs part even though I asked if this was been performed throughout Shea's stay when I called for check ups. I don't think this is appropriate for a giant breed such as a Great Dane which is why I requested and was happy to pay for more walks initially.

This was not the first time someone else had looked after my dog. However being a veterinarian I am well aware that big dogs such as her can suffer from a condition known as ‘gastric dilatation volvulus' or ‘bloat'. This is again why it was so important to me that she was monitored day and night.

I do not feel that Hanrob matched the level of care they promised. In my case I believe this led to the death of my dog which has devastated and rocked my family. Three days before Shea was due to come home I received a very matter-of-fact phone call in the morning telling me she had died of bloat overnight. This is an extremely painful condition in which the majority of dogs take hours to die. Therefore most owners are able to recognise the dog is unwell and they are taken to a vet. The success rate of treatment with prompt recognition of clinical signs is above 80%. After Shea died I received her boarding records which also showed she had diarrhea on more than one occasion which indicated to me she was unwell prior to her death and which I feel should have been communicated to me.

I have met with the owners of Hanrob and they have reimbursed me the money I paid for the extra walks. Hanrob have also taken down their '24 hour vet available' claim. I learnt that there are two people that live on site but on a normal day animals are locked up around 6pm and then seen again in the morning. Hardly the ‘24 hour care' I had thought Shea was receiving. Hanrob also won't admit Great Danes anymore. This doesn't help me though.

The advice I would give is for a normal boarding facility Hanrob is probably just fine. But where you are looking for individual care I would never recommend Hanrob. It's hard for me to say ‘make sure you ask all the right questions'. I thought I did and yet I still can't help but feel deceived in the end in regards to the level of care I was paying for and thought she was receiving.

Approximate cost: $500/ week