This is a great carrier. It's "The Penthouse" for our kitty. We keep it out all the time and he loves sitting inside it, which makes it perfect when we need to take him out inside it. He doesn't mind traveling in it at all. It's sturdy, easy to clean, and it has a ton of room. We got a medium and it's HUGE for our cat. Overall, it's a great product. HOWEVER ..... Customer service is completely non-existent. We have been trying to contact them for weeks about wanting to buy a spare mat or the bottom of the carrier. We've tried the form on their webpage their direct customer support email address from the page, posting to their Facebook page, sending a Facebook message, posting to them on Twitter, and calling their toll-free number. Nothing. Nada. The phone keeps you on hold forever with, "Please wait while we try to connect you", then dumps you into voice mail. This is a great product, but please be aware you will get zero customer service after buying.