Ko’olau Bed & Biscuit

This place has much potential but there is ZERO aloha :(I left our dog with them for 9 days. My wife took him a month in advance so Cheryl could meet him and ensure he would be a good fit. The meeting was very brief and I’m unsure how she assessed him but nonetheless she said he would do just fine so I booked his stay. When I dropped him off I mentioned the free photo they advertise but I never received one. It seems small but upon not hearing from them or receiving a photo of him, I decided to call and check in-​twice. Once, the third day we were gone, and the second time the day before we returned. The girl I spoke with on the phone (Cherie) was so kind. She assured me he was shy but that things were going well. He hadn’t had any accidents and hadn’t barked along with any of the dogs. She stated he had warmed up to her and she was helping out with him when it came time to go outside twice a day. I considered this to be really great customer service. She knew who my dog was and was honest about how he was adjusting.
When we arrived back in HNL we were two hours behind due to plane malfunctions and had just gotten off the plane ride from hell. We called to notify that we were rushing on our way there to beat closing time (6pm) but we may be 10mins late at the max, the girl I spoke with was ok with it and sympathetic to our flight delay. I apologized profusely for cutting it so close and felt bad she was going to be waiting on me. Once we were headed up the hill I called again to notify that we were less than 5mins away, at this point it was 5:57pm, and Cheryl answered this time. She was quick to tell me that the employee I spoke with was new and shouldn’t have told me that, in a rude tone. I said, «thank you very much for staying after and I greatly appreciate it» just to be responded to with a «click» of the phone, I brushed it off as her being grumpy about us coming right at 6 pm and maybe holding things up. I walked in the door at 6:04 pm again apologizing profusely and she stated again very sternly that we had been misinformed by a new employee that we could arrive at 6 pm and that he «was a problem the entire time» I apologized again and asked what kind of problem he was? She stated he wouldn’t let anyone near him the whole time he was there. I found that odd because every time we called we were told he was fine? To us the point of an emergency contact would’ve been to call that individual if our dog had been an inconvenience. After my counseling was done with Cheryl I just wanted to get my dog out of there! I think this property is beautiful and Cheryl is clearly bright and experienced with dogs. But there was no «thanks for your business» or during the phone calls, «see you when you get here.» There was no aloha and for people who consider pets to be family I think that is what is needed when picking a place to board your fur baby.

It’s not the best quality kennel but it will do in a pinch.
The good.
It’s in a really nice location and the dogs have a big area to run around in. The staff here was friendly.
The bad.
My 70 pound dog lost 7 pounds during the 20 days that he was with them.
They groomed my dog without asking me and billed me for it. I would like the option of consenting to additional charges.
When I picked up my dog the owner was a bit rude. Nothing major but she just wasn’t very nice.
Other.
They want you to call before you stop by to visit your dog. Other Kennels I’ve taken him to were okay with you stopping by when ever they were open to check on your pet.

Hugo III is my second dog being a loyal and satisfied customer at the Ko’olau Bed and Bisquit. Both my dogs enjoyed their stay at the facility and the service was excellent. Hugo III is always looking forward going for a «hotel stay». The owner and her staff have always been friendly and professional, the owner also gave me good advise in dog care. All the criticism in some of the reviews is ridicolous, some of those dog owners shouldn’t even have dogs…
Both, my dog and I are happy customers and always (several times a year) go back to Cheryl’s facility.

My dog has, major allergy and need the special attention and on top of that my dog is French Bulldog and need to be a cool place (short nose!). Koolau Bed and Biscuit takes really good care of her with special attention.
It is in the cool area of Kahalu and place is always clean and very friendly staff with professional knowledge. My dog loves that place !! I highly recommend Koolau Bed and Biscuit. Even I drive from Ewa all the way, I do not mind at all!

My dogs have stayed at Bed & Biscuit more than 20 times from anywhere from a couple of days to just over a week. I am extremely thankful to know they’re in trusted hands and I am free from worry when we travel. Our dogs are our «children» and therefore their care is very important to us. I highly recommend Ko’olau Bed & Biscuit! :)

I worked at Bed and Biscuit for a short period of time. I say short period of time because the conditions were miserable. Cheryl was not only abusive towards the dogs, but she was abusive towards her staff. She wanted all dogs to be fed and medicated in 20 minutes. Clearly that isn’t enough time so she would get angry and yell. This upset the dogs, which upset her, and she would kick them. If you want your dog to be treated well PLEASE DO NOT TAKE YOUR DOG HERE!

I was originally referred to Ko’olau Bed and Biscuit by a friend that uses them. He and his wife use Koolau Bed and Biscuit and swear by them. I’m very protective of my fur kids and worry when I leave them overnight somewhere.
Not all dogs take to boarding, though. So, check out the facility and even ask if you can bring your dog over for a night before you leave them there for an entire week. Some dogs just freak out when they are out of their home environment.
Concerned a bit by some of the reviews, before boarding the first time I visited their facility in Kaneohe and was immediately impressed. I certainly don’t get the bad reviews. This is by far the cleanest and most organized. I met one of the staff members when I got there and also talked to Cheryl. Cheryl and her staff were business like, polite, and professional. Cheryl and Kelly have excellent credentials with the local dog community and veterinarians. Cheryl assured me that they keep an eye on each and every dog and insure that they remain healthy and are eating/​drinking well. She has also raised and trained my own breed (Siberian Huskies) and so understands how active and stubborn they are.
Their facility is beautiful. They have a separate room for the large dogs and the small dogs. Each room is air conditioned, comfortable, and has a lot of natural light. They have large exercise pens out back and a park and play area in the front.
They do require a certificate of vaccinations from your vet and you should ensure that your dog is current on heart worm as well as flea/​tick treatment. This is just common sense if you are taking your dogs outside of your own house.
They do have a policy that dogs with bad dispositions or that are aggressive towards strangers will not be boarded. This is not a problem with my dogs since they are well socialized toward people and other dogs.
They do have a «per day» charge which is charged for each day that they have your dog. The fee is rather reasonably when compared with other boarding locations. They also offer grooming and bathing services, which I recommend. It is always nice to pick your dogs up and have them nice and clean when you take them home.
My dogs seemed to love their experience at Koolau Bed & Biscuit and I feel like they are in good hands when I leave them there. It would be nice if they had some doggie cams that people could use to remotely view their pets but I’m very happy with the facility.
Since my initial experience with Ko’olau Bed & Biscuit, I have stayed in touch with their staff on dog training, rescue, and obedience issues and have always been impressed by their knowledge.

A few years ago, my fiancée and I left our dog at Ko’olau Bed and Biscuit when we went on a trip to Las Vegas. We chose them based on the alleged background of the owner/​operator of the facility. She was supposedly well-​versed in handling dogs and dealing with situations problematic to having other people’s dogs at a boarding facility.
Unfortunately, this is far from true.
On the second day of the trip, my fiancée received a call from the owner of KBB, Cheryl, who said that our dog was scared and wouldn’t eat. Seeing the look on my fiancée’s face as she spoke on the phone, I asked her what was wrong. She handed me the phone and told me who was calling.
I took the phone and asked Cheryl what the problem was. Cheryl said that our dog had growled at the worker who had tried to feed her and told me that someone had to come and pick up the dog immediately. I told her, «If there was someone available to come and pick up the dog, why would we have left her with YOU?» Cheryl avoided answering that question and also said that as a result of my dog’s behavior, she would not be let out of her kennel for designated extra play times, despite the fact that we had paid additional fees for it.
To say that I was upset at this point would be a MASSIVE understatement.
I told Cheryl that there was no one that could pick up my dog, she was responsible for my dog’s care until the pre-​arranged pick-​up date and that’s what she was paid for. She hung up on me and I must’ve turned 20 shades of red before I calmed down.
When we got back home, I couldn’t wait to get over there to pick up our dog. We walked in and saw Cheryl. When she heard the name of the dog we were picking up, her attitude turned from indifferent to downright rude. When we walked into the kennel area, I walked down the row of kennels, looking for my dog as Cheryl lagged behind. Not once did she offer any assistance whatsoever in locating my pet. When I found my dog, I noticed the door to the kennel was not the kind I was familiar with. I looked at Cheryl and asked her if she wanted me to go in and get my dog and she snapped, «Well, WE’RE certainly not going to get her out!» I replied, «Well then, you’d better open the gate.»
(At that moment I almost kicked the gate in but I restrained myself.)
Cheryl opened the kennel and I got my dog and left. I couldn’t get out of that place and away from that horrible woman fast enough. In a nutshell, this was one of the most unprofessional customer service experiences I’ve EVER had, in ANY industry. As others have already said in their reviews, Cheryl is rude and arrogant. How one attains that level of arrogance in an occupation that she is obviously not well-​suited for is beyond me. For a woman who claims to be great with dogs, she left a LOT to be desired.
Oh, and if anyone out there thinks I’m being a little too hard on Cheryl because I’m just an overprotective pet owner and don’t know what it’s like to deal with dogs with behavioral issues… I’d also like to mention that I work with dogs for a living. As such, I know EXACTLY what it’s like to deal with a dog that isn’t well behaved or one that growls at a stranger. It’s not a big deal… if you know what you’re doing (but it’s painfully obvious that Cheryl doesn’t have a clue.)
Save yourself the headache and stress, avoid Ko’olau Bed & Biscuit at all costs!

This is the world place ever. Arrogant, rude owners. I cook for my dogs and left them with all the food needed. We picked our dogs up at 10 AM and only one of our three dogs had been fed.

DO NOT USE THIS PLACE! Simply HORRIBLE! A house of horrors for pets and pet owners especially if you own a mixed breed dog. My old neighbor who own a purebred dog uses this place and they never had problem, so I decided to give a try. A wrong idea!!! Whne my husband and I dropped our dog, the owner of the facility (middle aged woman) did checked-​in and she asked me what kind of dog we have. I have explained that we have adopted him from the shelter and not sure what he is, but a lot of people thinks he is a toy fox terrier/​chihuahua mix. The owner stated that the toy fox terrier does not have UGLY appearance like my dog! I couldn’t believe what she said about my dog but, she did. She also went on and on about how wonderful to have purebred dogs instead of poi dogs. Also, I packed his favorite snacks, but it was never given to him…(I have asked about snacks upon making the reservation and I was told that they would take care of that). Thank goodness I only need to uset this place for one night. I WILL NEVER USE THIS FACILITY EVER AGAIN! WORST CUSTOMER SERVICE EVER.

the actual facility is beautiful and is a nice place for dogs. the owner, however, is not the friendliest or most helpful person. She was rude on the phone and did not have a customer/​client friendly attitude. It’s nice that she’s great with dogs and all (so ive read), but the owners are the ones who are footing the bill so some pragmatic skills might be nice on her part. the employees seem really nice and helpful but the owner, based on her demeanor, is a shrewd old lady. I would NOT recommend this place. also, the dogs were returned with ticks on them. :(
ive also spoken with some employees (current and former) who have all complained about the management.

When we dropped our dog off at KBB, we were impressed with the facility. It looked bright, clean & spacious. The owner was a little short with us and was not very friendly, but for lack of time to find another place we dropped off our dog anyway. When we picked him up, he was fine and appeared to have been well taken care of. However, the owner was very rude yet again and for that we will not be returning our dog to this facility. So, do I think that the owner takes good care of the dogs? Yes. Do I think the owner lacks some major people skills? Yes. Would I recommend you take your dog there? Only if you don’t care about the customer service aspect of it.

This was the worst experience ever!!! The «owner» was rude. When I say rude I mean I was almost afraid to leave my dog with her. I figured since she was ‘older’ she may simply be a little rough around the edges, and I caved. I picked my dog up and he was badly hurt and only walking on 3 legs. My poor little dog could put no weight on his leg at all. I was then told rudely by the owner that it was my dog’s fault because he was «jumping» too much. Later I found after a trip to the vet that was NOT the cause of my dog’s injury. The ‘owner’ then told my husband and I that my dog had «been limping for 4 – 5 days.» AND yes folks that is with the vet on call, and with no call to us telling us of his condition. My dog’s food was also changed without our knowledge which caused vomiting and a great amount of discomfort in subsequent days to follow his stay at Ko’olau Bed & Biscuit. I DO NOT recommend this place!!!

Cheryl (owner) is very much a part of the dog community here in Hawaii. She’s a trainer, competitor and dog lover. Always very helpful at trials and her dogs are happy and willing to work for her.
She runs a tight ship at KBB. She is very strict on vax requirements and condition of the dogs she takes in. My dogs go CRAZY when they realize where I am taking them. They LOVE it at KBB. And I can relax knowing Cheryl is watching over them.
I like the fact the dogs are in their own cinder-​block runs. If your dogs are next to a fence fighter — what can you do in a chain-​link run? At least the cinder-​block prevents that issue.
I give KBB 4 stars only due to price. She charges by the day — not by the night. So you pay for 2 days even if your dog is only there for one night. I understand this practice but with 2 dogs, it hits you where it hurts. I’d appreciate a discount for an evening drop off/​morning pick up — perhaps 50% off day 2?