Leaving your pet can be stressful, but it doesn’t have to be! Here are our guidelines for bringing in personal belongings and food from home.

Personal Items

Luxury Boarding: Majority of personal belongings are accepted to comfort your pet during their stay. (blankets, toys, beds, leashes, collars, etc)

Classic Boarding: We do not accept any personal belongings in classic boarding, but we have everything they will need!

Food

It is recommended to bring food in labeled pre-portioned Ziploc bags or a properly sealed container. Avoid bringing in oversized bags or measuring cups (we have these)! Refrigerated food is welcome, but we do not accept raw diets.

Medications & Supplements

All medications must be in the original labeled prescription bottles. All supplements must be in the original bottle and clearly labeled with the pet’s first and last name. We will not accept any medications or supplements in pill dividers, Ziploc bags, or mixed in with food.

Quick, efficient, and stress-free!

Check In: 12 pm to close

Please allow approximately 10 minutes for our check-in process. Our Concierge will confirm the reservation details, review all services, collect any deposits that are due, and have you complete additional paperwork if needed (new client form, exam form, etc.). An estimate for all services may be requested at any time.

Check Out: Open to 12 pm

Please allow approximately 10 minutes for the check-out process. Our Concierge will collect payment and provide an itemized receipt. Our Pet Hotel Attendant will bring your pet to the lobby along with any belonging.

Early/Late Check In/Check Out Fees

Need to check in early or check out late? No problem! Simply let our Concierge know when to expect you and come in at your convenience during our hotel business hours for a small fee of $10.

The Pet Hotel Lobby is only able to accept Visa or Mastercard for payment.

Please keep your pet restrained and on a leash at all times.

Calling In

We welcome all of our pet parents to call in at any time during our business hours. We ask that calls are kept to a maximum of 2 per day to help keep our phone lines available and allow Concierge to tend to other guests and clients. Our phone lines can get congested at times, and we appreciate your understanding while on hold.

Daily Email Updates

We offer Daily email updates for $5 a day that will come with a few photos and a description of how your pet is doing during their stay. If you have any questions, you can also respond to the email, and a Concierge will get back to you as soon as possible.

Concierge Updates or Questions

In the event the Concierge team needs to update you on an issue or has questions, we will call the number that was provided at drop-off. We will do our best not to disturb you during your time away but will keep you updated if need be.

During Boarding

We do our best to keep the experience stress-free, but sometimes pets can exhibit some stress-induced behaviors; panting, jumping, scratching at the door, rubbing their nose on bedding, destructive behaviors, aggression while in an enclosed space, decreased appetite, and diarrhea. All of these potential issues will be monitored and communicated to you. If you know your pet has anxiety, aggression, or is boarding for the first time, please talk with a Concierge to discuss the recommended boarding accommodation for your pet.

After Boarding

It is common for pets to be tired after leaving a boarding facility. Although we try our best to keep the stress level to a minimum, there is no place like home.

It is best to wait at least 30 minutes after arriving home to offer food or water. Many dogs get extremely excited to see their family and pant heavily in excitement. This causes a loss of water vapor. Do not let them drink large amounts of water quickly. This could upset their stomachs and cause vomiting and/or diarrhea. Loose stool can also be caused by a diet change or stress, and it is not abnormal for your pet to exhibit this after a boarding stay. It is not unusual for a pet to be tired for a few days after going home.

When Should I Be Concerned?

Our top priority is the health and well-being of your pet. If you are seeing any persistent or concerning behavior after a boarding stay, please call and speak with a Pet Hotel Concierge to discuss your concerns.

Calling to Schedule a Reservation

Our goal is to make the scheduling process as easy and efficient as possible while still being thorough. To achieve this, we will need some detailed information for the reservation. We will review vaccination records, feeding instructions, medication instructions, etc. The Concierge will go through the entire reservation and answer any questions about our amenities. Our phone lines can get a bit congested, and we appreciate your patience with any time you may spend on hold.

Online Reservation Request

We have a reservation application on our website that will notify the Concierge team of the request, and they will call back to finalize the reservation in a timely manner.

Holiday Reservations

We recommend scheduling for a holiday as soon as possible as they fill up fast. We will call approximately two weeks before the stay to collect a deposit and confirm the reservation.

Reservation Deposits

Deposits are required for reservations that are during a holiday, for an extended amount of time, and for new clients. This ensures that we do not turn away any clients due to us being “full.”

• New Client (50% deposit)
• Reservation for >7 days (50% deposit)
• Extending a current stay (50% deposit)
• Holiday Reservation (10% deposit)

Cancelling or Modifying a Reservation

You can cancel or modify your reservation at any time. We prefer for any changes to be done with at least 24 hours’ notice before the stay. If a reservation is cancelled the same day for a reservation on a holiday the deposit will not be refunded.

Effective February 1st, 2022

Check In & Check Out Hours

To expedite the check in/check out flow we are implementing the following schedule:

Check In: Mon – Fri 12pm – 4:30 pm, Sat – Sun 12pm – 3:30pm
Check Out: Mon – Fri 7am – 12pm, Sat 7am – 12pm, & Sun 9am – 12pm

Check-in/out is still available during normal lobby hours – a $10 fee will apply.

Webcam

Due to reoccuring software issues outside of our control, we have unfortunately chosen to remove our webcam option for the time being. We offer daily email updates and calls for updates on your pets while they are in our care.

Deposits

Deposits are required for the following reservations:

• New Clients (50% deposit)
• Reservations exceeding 7 days (50% deposit)
• Reservations extending past 7 days (50% deposit) – Reservations for Holidays (10% deposit)*

*This deposit is non-refundable if cancelled 72 hours prior to reservation

Belongings

Classic Boarding: No personal belongings are permitted other than food and medications Luxury Boarding: Personal belongings are permitted

Medications: Must be in the original prescription bottle for pet and supplements must be in their original packaging. No Ziploc bags, pill organizers, or mixed in food

Food: Raw diets are not accepted

Questions? Our concierge team is ready to help. 702-242-9044, option 2