Frequently Asked Questions & Policies
We’ve put together these frequently asked questions and policies to help you better understand our services, procedures, requirements, and what to expect during your pet’s stay with us.
If you have a question that isn’t answered here, or if you need clarification about any of our policies or procedures, please don’t hesitate to contact us. Our team is happy to help and wants you to feel completely comfortable and confident when choosing us to care for your pet.
What Are Your Hours?
We’re here to make drop-off and pick-up as convenient as possible! Our business hours are:
Monday–Friday: 7:00 AM–6:00 PM
Saturday: 9:00 AM–1:00 PM
Sunday: 9:00–11:00 AM and 4:00–6:00 PM
What Is Your Check-Out Time?
Our daily check-out time is 12:00 PM (noon).
You are welcome to pick up your pet at any time during our regular business hours. However, pick-ups after 12:00 PM will incur an additional $17 boarding charge for that day.
To avoid this additional charge, please plan to pick up your pet by noon.
Holiday Hours & Closures?
Our team continues to care for boarding guests during holidays, but our facility is closed to the public on the following holidays:
New Year’s Day
Easter
Memorial Day
Independence Day (July 4th)
Labor Day
Thanksgiving Day
Christmas Day
Holiday Hours: (every day aside from the following is NORMAL BUSINESS HOURS)
Christmas Eve: 7:00 AM–1:00 PM
New Year’s Eve: 7:00 AM–1:00 PM
Our staff will be on-site caring for our boarding guests even when the facility is closed to the public. Holiday drop-offs and pick-ups are limited to our posted holiday hours.
Is There a Deposit for Holiday Boarding?
Yes. A $50 deposit is required at the time of booking for all holiday boarding reservations. This deposit will be applied toward your total boarding balance.
If you need to cancel your holiday reservation, the deposit is refundable when you provide at least 48 hours’ notice before your scheduled drop-off date. If you change your reservation dates, your deposit can be transferred to the new dates.
What Is the Policy for Boarding Longer Than Two Weeks?
For stays longer than two weeks, a 50% prepayment of the estimated boarding balance is required before or at check-in.
If you need to cancel after making the prepayment, the payment is refundable. The remaining balance will be due at check-out.
What If My Pet Is Boarding for More Than Four Weeks?
For stays longer than four weeks, our extended-stay rate is $41 per night. This rate includes an indoor/outdoor boarding room as well as daily playground time and activity.
Because extended stays require daily activity under applicable state regulations, your pet will receive daily opportunities for exercise throughout their stay. If you would like to add on additional exercise or enrichment other than the required daily playground, you are welcome to!
A 50% prepayment of the estimated boarding balance is required before or at check-in. If you need to cancel after making the prepayment, the payment is refundable. The remaining balance will be due at check-out.
Our goal is to make every stay—from a quick weekend getaway to an extended vacation—as comfortable, safe, and enjoyable as possible for your pet!
Lobby & Parking Lot Etiquette
Keeping Dogs Safe and Comfortable
At our facility, the safety and comfort of every dog, client, and staff member is our priority. Please follow the guidelines below whenever you are on our property.
Leash & Personal Space
You are responsible for the dog on the end of your leash, just as our staff is responsible for the dog on the end of their leash.
We do not intermingle dogs at this facility, including in the lobby.
Please keep your dog close to you and within your personal space while in the lobby. Do not allow your dog to approach, greet, or interact with other dogs and or people if not invited.
All dogs must be on a leash while at our facility. All cats must be in a carrier upon arrival.
Please remember: your dog may be friendly, but not every dog is. Some dogs may be nervous, reactive, fearful, or uncomfortable with unfamiliar dogs or people approaching them.
Parking Lot Etiquette
Our parking lot is also an active dog training area. Trainers may be working with dogs throughout the parking lot, including dogs that are learning appropriate behavior around other dogs and people.
Keep your dog on a leash and under control while in the parking lot.
Do not allow your dog to run up to, approach, or interfere with dogs being handled or trained by our staff or trainers.
Give working dogs, their handlers, and trainers plenty of space.
Do not assume that another dog wants to say hello simply because your dog is friendly.
Please be aware of your surroundings and follow any instructions given by our staff or trainers.
A Simple Rule to Remember
Give every dog the space they need.
Your dog may be friendly, but you cannot know how another dog will react to an unfamiliar dog approaching them. Respecting personal space helps prevent unnecessary stress, conflict, and potential injuries.
Thank you for helping us maintain a safe, calm, and respectful environment for all of our dogs, clients, and staff.
Messes Happen!
Whether it’s a dog having an accident, spilled food, or another unexpected mess, please let our staff know! We’re always keeping an eye out and cleaning messes as soon as we see them, but if you happen to spot one before we do, we appreciate you giving us a heads-up.
In the Lobby:
Our staff is here to help! If you notice a mess, please let us know so we can take care of it right away.
In the Parking Lot:
We have a dog waste station stocked with poop bags and a designated trash area. Please remember to pick up after your dog and dispose of waste properly.
If a mess cannot be picked up with a bag, please notify a staff member and we’ll take care of it.
If dog food, treats, or anything else spills in the parking lot, please let our staff know so we can clean it up. We want to make sure there isn’t any food left behind that another dog could accidentally pick up while walking by.
Thank you for helping us keep our facility clean, safe, and enjoyable for every dog and their family!
What Vaccinations (Shots) Are Required for My Pet?
For the health and safety of all our canine guests, we require dogs to be current on the following vaccinations:
DHLPP: Also known as Distemper, DHPP, or DH2P. This combination vaccine helps protect against several common and potentially serious canine diseases.
Bordetella: Commonly known as the Kennel Cough vaccine, this vaccination helps protect against Bordetella and is especially important for dogs who will be around other dogs.
Rabies: Required by state regulations for all dogs staying at our facility.
For the health and safety of all our feline guests, we require cats to be current on the following vaccinations:
FVRCP (Feline Viral Rhinotracheitis, Calicivirus, and Panleukopenia): Also commonly referred to as the Feline Distemper vaccine.
Feline Leukemia (FeLV): Required for cats that go outdoors or otherwise have outdoor exposure.
Rabies: Required by state regulations for all cats staying at our facility.
Current vaccination records are required prior to check-in. Please provide your pet’s vaccination records before their scheduled arrival so we can verify that all required vaccines are current. You are welcome to email them or bring a physical copy to our receptionists.
We also strongly recommend that vaccinations be given at least 4 days before your pet’s check-in date. This allows time for the vaccines to begin providing protection and gives your dog time to recover if they experience any mild, temporary reactions, such as soreness, tiredness, or a slight decrease in appetite.
If your pet has recently received vaccinations, please monitor them for any unusual or concerning reactions and contact your veterinarian with any medical concerns.
Keeping vaccinations current helps us maintain a safe and healthy environment for every pet in our care. Thank you for helping us protect your pet and our entire boarding community!
Can I Bring My Pet’s Bedding or Toys While They Stay With You?
We want your pet’s stay to be as comfortable and enjoyable as possible. However, since our “resort” includes room service, linens, and laundry service, we prefer to provide the bedding and cots used during your pet’s stay. Our bedding is designed to be durable, comfortable, and easy for our team to clean and sanitize between guests.
If you would like to bring something from home, you are welcome to bring a machine-washable blanket or towel.
Please keep the following guidelines in mind:
All bedding must be able to go directly into a washing machine.
We cannot accept beds that cannot be machine washed or beds with zippers.
Please clearly label blankets, towels, and toys with your pet’s first and last initial.
While we will make every reasonable effort to return personal items to you, we cannot be responsible for items that are lost or damaged during your pet’s stay.
Cloth toys are welcome as long as they are clearly marked and machine washable.
Please leave irreplaceable, sentimental, or favorite toys at home. We want to keep them safe and sound!
Treats and chews are welcome as long as your dog can safely enjoy them unattended in their room. Please provide only items that you are comfortable having your dog enjoy without supervision.
For the safety of our guests, rawhide products are not permitted during boarding stays. Rawhide can be difficult to digest and may present choking, intestinal blockage, or other digestive risks. If your dog enjoys rawhide at home, please leave these items at home during their stay with us.
Our goal is to provide your pet with a clean, comfortable, and safe vacation experience—while making sure their favorite things are waiting for them when they get home!
What Is Your Flea & Tick Policy?
For the health and comfort of all our guests, we ask that every pet arrive with a current flea and tick prevention treatment. We make every effort to ensure that your pet goes home happy, healthy, and free of fleas and ticks.
To help with this, every pet receives a pre-entrance examination. During these checks, our team looks for fleas, ticks, and other visible signs of potential health concerns. Please note that these are wellness and parasite checks, not veterinary examinations, and they are not intended to replace care from your veterinarian.
If fleas or ticks are found on your pet at arrival, a flea bath will be provided automatically (DEPENDING ON SEVERITY - if they are infested, you will be turned away at the door and advised to seek veterinary care). The cost of the bath will be added to your balance at checkout. This bath is specifically for flea and tick removal and does not include our usual grooming extras, such as nail trimming or ear cleaning.
In some cases, a Capstar® treatment may also be recommended to help address an active flea infestation. Capstar will only be administered with the owner’s request and authorization.
Our goal is to keep every guest comfortable and help prevent parasites from being brought into or spread throughout our facility. Thank you for doing your part by keeping your pet’s flea and tick prevention current before their stay!
What Do I Need to Know About My Pet Returning Home After Their Stay?
Coming home is exciting! Your pet may be eager to eat, drink, and get back into their normal routine, but it’s important to give them a little time to settle in after their stay.
For dogs:
When you first arrive home, we recommend waiting approximately 2–3 hours before offering a full meal or allowing your dog to drink a large amount of water. Your dog may seem especially hungry or thirsty due to excitement, activity, or panting, but eating or drinking too much too quickly can contribute to an upset stomach. Once they have had some time to relax, gradually return them to their normal feeding and watering routine.
It is also not uncommon for dogs to have loose stool after boarding. A change in environment, routine, activity level, stimulation, and excitement can sometimes cause temporary digestive issues. In some cases, you may even notice a small amount of blood in the stool from straining. While this can be alarming, mild digestive changes can occur as your dog readjusts to being home.
Give your dog a few days to relax and return to their normal routine. If loose stool continues for 2–3 days, you can try adding a small amount of plain, cooked white rice to their regular food to help settle their stomach. If digestive issues continue for a week or longer, or if you have any concerns about your pet’s health, we recommend contacting your veterinarian.
For cats:
When your cat arrives home, we recommend keeping them indoors and in a calm environment for a few hours before allowing them to roam freely. This gives them time to readjust to being home and helps ensure they are fully settled before heading back outside.
Most importantly, remember that your pet may need a little time to decompress after their adventure. A quiet evening, plenty of rest, and a return to their familiar routine can help make the transition home as comfortable as possible.
Can I Bring My Pet When I Take a Tour?
We’d love to show you around our facility and answer any questions you may have! However, if you are visiting for a boarding tour, please leave your pet at home.
For the health and safety of all of our guests, we require current vaccination records and completion of our pre-entrance exam before a dog may enter the boarding areas—even for a brief visit or tour.
Training consultation? Bring your dog! If you are visiting for a training consultation with Jim or Preston, please bring your dog with you so we can meet them and better understand their individual personality.
Thank you for helping us maintain a safe, healthy, and comfortable environment for all of our canine guests!
What If I Need to Change My Reservation?
We understand that plans can change! If you need to modify, postpone, or cancel your pet’s reservation, please let us know as soon as possible.
During especially busy times, such as holidays and summer vacation, boarding spaces can fill quickly. When we reserve a spot for your pet, we may have to turn other families away because we are holding that space specifically for you. Providing as much notice as possible when your plans change allows us the opportunity to offer the opening to another pet and helps us accommodate as many families as we can.
If your pet’s arrival date changes, please be sure to contact us. If we do not hear from you and your pet does not arrive on the scheduled start date, we may assume the reservation is no longer needed and make the space available to another guest.
A deposit may be required to secure reservations during our busy seasons. Any applicable deposit, cancellation, or reservation-change policies will be communicated at the time of booking.
Thank you for keeping us informed—we truly appreciate your consideration and cooperation!
What Is Important for You to Know About My Pet?
Every dog has their own personality, routines, and little quirks, and the more we know about your pet, the better we can care for them during their stay.
Please let us know about anything that may help us understand and care for your dog, including:
Does your dog like to dig, chew, or get into things?
Are there any behaviors, fears, sensitivities, or habits we should be aware of?
Does your dog have a specific feeding schedule or routine?
Will heartworm prevention, flea/tick prevention, or any other medication be due during their stay?
Are there any special instructions or preferences that will help your dog feel comfortable and happy?
We encourage you to make a quick list of anything you think we should know and bring it with you at check-in. It’s easy to forget something you intended to mention once you arrive!
Most importantly, feel confident when you leave your pet with us. Dogs are incredibly perceptive and can pick up on our emotions. A calm, positive goodbye can help your dog feel that everything is okay. So relax, smile, and enjoy your time away—we’ll take great care of your furry family member while you’re gone!
Does Your Facility Administer Medications?
Yes. We are happy to administer most routine medications to your pet during their stay for a medication administration fee of $3.00 and up per day, depending on the type and frequency of medication required. If your pet requires extensive or multiple medications, the fee may be adjusted based on the additional care involved.
Please speak with one of our receptionists prior to your pet’s check-in to confirm that we are able to administer the specific medication your pet requires and to review what documentation or supplies will be needed. This helps us ensure we are fully prepared to provide your pet with the appropriate care.
All medications must be brought in their original, prescribed pharmacy bottle or container. The label should clearly identify your pet, the medication, dosage, veterinarian, and administration instructions.
Pill organizers, bags, or other unlabeled medication containers are not accepted unless you provide a photo of the original prescription bottle or a copy of the prescription so we can add it to your pet’s file in our system. This helps us ensure that every medication is properly identified and administered safely and accurately according to state regulations.
For the safety of your pet, we do not administer insulin. If your dog is diabetic or requires insulin injections, we recommend boarding with a veterinary clinic.
Please contact our reception team before your pet’s stay if they require medication so we can confirm their needs and make the necessary arrangements in advance.
My Dog Is Having Surgery Before Our Reservation. What Do I Need to Know?
If your dog is scheduled for surgery before their upcoming stay with us, please let our reception team know as soon as possible. We want to make sure your dog has adequate time to recover and that we can safely accommodate their needs.
As a general guideline, we typically require dogs to be at least 10 days post-surgery before staying at our facility. However, 10 days does not automatically mean your dog is cleared for boarding. Recovery times vary depending on the type of procedure, and each situation is evaluated on a case-by-case basis. Depending on the circumstances, we may also require a recommendation or clearance from your veterinarian before your dog can stay.
Although we maintain a clean environment, we are not a sterile medical facility. For this reason, we cannot accommodate dogs who still have stitches, staples, surgical glue, open wounds, or healing incisions that require special protection, monitoring, or medical care.
Your dog should be sufficiently recovered and able to safely participate in our normal boarding environment before their stay. If your dog requires activity restrictions, frequent monitoring, wound care, medication beyond what we are able to administer, or other specialized post-operative care, please discuss this with our receptionists before your reservation.
We understand that every surgery and recovery is different, and our priority is always the health and safety of your dog.
When in doubt, please ask us before your dog’s stay! We are happy to discuss your dog’s specific situation and determine whether we can safely accommodate them.
Leash & Collar Policy
For the safety, security, and consistency of handling all dogs in our facility, we use our own leashes and collars while dogs are in our care.
Our Standard Equipment
All dogs will be handled using our facility-provided collars and loop leashes.
During field exercise, we use our facility-provided chain collars attached to a 20-foot leash.
Harnesses are not used as standard equipment at our facility.
We do not use owner-provided collars or leashes for routine handling. They are also not left on the dogs for saftey matters, everything will be taken off of the dog when in their room.
We do not use harnesses because they can encourage or reinforce pulling behavior, make consistent leash handling more difficult, and are also easier for dogs to back out of.
Our equipment allows our staff to maintain consistent handling practices and clear expectations for all dogs while they are in our care.
Medical Exceptions
We understand that some dogs may have specific medical conditions that require an alternative to a standard neck lead. If your dog has a documented medical condition involving the trachea or spine, we may approve the use of an owner-provided harness.
To qualify for a medical exception:
A veterinary note must be provided stating that the dog should be exempt from standard neck leads due to a documented medical condition.
The owner must provide an appropriate and properly fitted harness.
If approved, the owner-provided harness will be clipped to our facility's leash for handling.
The harness must be safe, secure, properly fitted, and suitable for use with our handling procedures. Our staff may decline to use a harness that is damaged, improperly fitted, or otherwise considered unsafe.
This policy allows us to maintain consistent handling practices throughout our facility while providing reasonable accommodations for dogs with documented medical needs.
Thank You for Choosing Us!
We hope our Frequently Asked Questions & Policies have helped answer your questions and give you a better understanding of what to expect before, during, and after your pet’s stay with us.
We know that leaving your pet in someone else’s care is a big decision, and we want you to feel confident, informed, and comfortable every step of the way. Our team is always happy to answer questions, clarify our policies, or discuss your pet’s individual needs.
If you have a question that we haven’t covered here, please don’t hesitate to reach out to our reception team. We’re here to help!
Thank you for trusting us with your furry family members. We look forward to welcoming them for their next stay!