Hannah the exotic pet vet was extremely supportive with spitfire our suger glider and myself.
Christina dealt with us during the most traumatic end of life experience with our cat and she made us feel safe and valued. She let us stay throughout and talked us through every stage. She helped baby pass with as much pride and dignity as she could give her. She is a very special type of vet and if you are lucky enough to be seen by her, your Animal will be in the best possible care I could ever have dreamt of or wished for. Thank you very much, Holly house vets.
I am extremely disappointed with my experience with Holly House Vets following the critical illness and eventual death of my 26-year-old red-eared slider turtle on 26 August 2026.
My turtle had been a patient at Holly House for more than 10 years, and until this experience I had been satisfied with the service I received. The last time she was seen there was in 2022.
At the beginning of August, however, my turtle became critically ill and urgently needed veterinary attention. Over the weekend, I contacted Holly House's out-of-hours service because I was extremely worried and needed emergency help for my reptile. I was told that there was no vet available who could help because they were not experienced with exotic animals. I was instead advised to contact other veterinary practices, including those outside my local area, to find somebody with exotic experience.
As a very worried owner, I found this extremely distressing. I had specifically contacted Holly House because they advertise exotic pet care, and my turtle had been a long-standing patient there.
Thankfully, I eventually found another vet who was willing to see my turtle despite not being an exotic specialist. He did his very best to help her and advised me to contact Holly House again on the next working day because they had medication suitable for reptiles that my turtle need.
When I contacted Holly House on the Monday and explained the situation, I asked for an urgent appointment. During the conversation, I was repeatedly corrected when I referred to an exotic specialist. I was told that Holly House had vets with exotic certification and that they were not specialists. I understand that there is a distinction between being an exotic-certified vet and being a specialist, but my concern was not about terminology — I desperately needed appropriate veterinary care for a critically ill reptile.
I was then offered an appointment on 2 September with an exotic-certified vet. I explained that this was far too late given how seriously ill my turtle was. Sadly, my fears became reality: my precious turtle died on 26 August, before the appointment date.
What has upset me most is that, when Holly House could not provide the emergency care my turtle needed, I was not given meaningful assistance in finding an alternative veterinary service that could treat her urgently. I had to search around myself while dealing with an extremely sick animal.
I appreciate that no veterinary practice can guarantee that an appropriate vet will always be available, and I am not blaming Holly House for the fact that my turtle ultimately died. What I am deeply disappointed by is the lack of urgent support and guidance when I contacted a practice that presents itself as being able to provide care for exotic pets.
My turtle was with me for 26 years, so losing her has been devastating. I will always be grateful to the vet who agreed to see her that weekend and tried his very best to help, despite not having specialist reptile experience.
This experience has completely changed my confidence in relying on Holly House Vets for emergency care on any care for reptiles. I sincerely hope the practice reviews how it supports owners with exotic pets who contact them for urgent or general help.
Great fast service 👏
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Losing my dog was devastating. What made it even more painful was the way communication was handled throughout my experience.
When I first called because my dog had collapsed, I was told they were dealing with another emergency and to call back in ten minutes. At that moment, it was truly a life-or-death situation. Pet owners need immediate guidance, reassurance, or clear triage direction in emergencies. Being asked to simply call back left me feeling unsupported during the most critical moment. Tragically, my dog was put to sleep due to a splenic bleed — a situation the vets could not have changed.
Afterwards, when I raised concerns, I was advised there was a 14-day timeframe in relation to my complaint. This was later described as a misunderstanding. I understand that miscommunications can happen; however, clarity and consistency are especially important when someone is grieving and seeking answers. The shifting explanation added confusion and unnecessary stress at an already traumatic time.
Rather than clear accountability, responses often felt focused on process rather than acknowledging the emotional impact of the situation. Clients should not have to repeatedly push for clarity when raising legitimate concerns.
While reports were eventually provided, the overall handling of communication added avoidable distress during an already heartbreaking experience.
I hope Holly House reflects seriously on how communication, triage procedures, ownership, and empathy are delivered in situations where pets’ lives are at stake
Such love and care for animals.
Our dog needed overnight emergency care , and that care was exceptional not just to our dog but to us too.
Everyone there was caring and respectful and explained everything to us including the financial side of things.
I hope we never need there service again, but would definitely recommend
I would like to express my deepest gratitude for the care and compassion you showed our cat, Tank on 24th Nov 2025
Dr Amy explained all of the options clearly and answered every one of our questions with patience and understanding. Although it was an extremely difficult moment for our family, her calm guidance helped us make the kindest decision for Tank.
When it was time to say goodbye, Dr Amy and the team there made sure we had the space, privacy, and time we needed. The arrangements she provided allowed us to sit with Tank, talk to him, and spend our final moments together in the most peaceful way possible. We are truly thankful for that.
Obviously they help and care for animals but prices are astronomical, insurance were shocked at the prices and refused to pay out the full amount because there charges were predatory. Would not recommend this vet at all. Wolf in sheep's clothing.
Thank you so much for helping me through my baby's last moments. You were right, it was awful but it was the right thing to do, and thank you for letting her have a snack and cuddles first and say goodbye to my other pet, and being so supportive to me.
