FAQS FAQS FAQS FAQS FAQS
FAQS
Hospital
What is your cancellation policy?
One week.
What is the pricing for the vaccines/services provided?
We will always provide you with a written treatment plan during your appointment that the doctor will review with you. Please call us for more specific pricing information.
Does my animal have to stay overnight after surgery?
It all depends on the type of surgery and how your pet reacts when they wake up from anesthesia. We will provide you with a pre and post surgery plan.
Do you have payment plans?
We do not currently offer payment plans but we work with both Scratchpay and Affirm to help finance as needed. Additionally, we always ensure that we have your signed approval before we move forward with any services.
What are the hospital hours?
Appointment times vary from 9 am to 3:30 pm.
How long does it take to get medication refilled?
24 - 48 hours.
Hotel
Does someone do a walk through at night?
Yes! There is someone in the building 24 hours a day, 7 days of week for your pet’s safety and your peace of mind.
Can both of my dogs stay in the same room together?
Absolutely! We have spacious suites that can accommodate multi-pet families in all our packages except our junior suites. We do limit the quantity to 2 pets per suite for dogs over 40lbs and 2 cats per suite.
Does my dog need to be neutered or spayed?
We accept all pets regardless of being spayed or neutered.
Is there a discount if my pets lodge together?
Yes! You will receive 20% off the stay of your second pet.
Will my pet be sharing a room with other pets?
No! Every pet has an individual suite unless the pets are from the same family and you request they stay in the same room.
How long are the play sessions for lodging?
A full day of daycare includes a three hour session in the morning from 9-12 and a three hour session in the afternoon from 1:30-4:30.
How do you handle aggressive dogs?
We believe it is rare to find an “aggressive” dog as their is usually a reason behind their behavior. Whether it be separation anxiety, fear aggression, or just learning to find the right approach. Our extremely experienced hotel team as well as our veterinary hospital team will work closely with you and your pet to ensure they are comfortable during their stay.
Dog aggressive dogs - individual playdates - we don't discriminate.
Can I request updates while I am away?
Absolutely! Call, text, or email us anytime within business hours. When you reach out to us - our service team reaches out to the lodging area to get real time information on how your pet is doing.
What should I bring?
We recommend bringing three personal items (not including food or medication). Our guests love to bring an article of their own clothing for their pet’s to smell as well as a toy. You are welcome to bring your own food or bedding but rest assured we can provide this for you.
*Medications need to be brought in their original bottles*
What hours do the cameras run for so I can see my dog?
In-suite cameras run from 7am-7pm. Public daycare cameras run from 9am - 5pm.
Do you provide going home baths?
This service is available to add to any lodging reservation.
What is your cancellation policy?
For non-peak time reservations: 3 days. For peak time reservations: 2 weeks.
Daycare
Does my dog need to be neutered or spayed?
We accept all pets regardless of being spayed or neutered.
How are the groups broken up and how many areas do we have?
Groups are organized by size and temperament. We have four indoor play parks and two outdoor play parks. We also offer individual play in all of these parks.
Will my little dog play with big dogs? Can I request that?
While we always want to offer the best experience for individual requests, we can't accommodate requests for mixing dog sizes within group play. For the safety and wellbeing of all sizes and breeds, our designated groups have been created for that very purpose.
What is your evaluation process?
We give every single dog the same testing process to determine if group play or individual play is best for them. Your dog will go into the play park first and we will introduce them to a small group of dogs before we bring in the rest of the group. Our experienced pack leaders will keep a close eye on how they are doing throughout. Afterwards, a manager on staff will come talk to you about your dog’s day and if we recommend group play or individual play.
Grooming
Why does it take so long to groom my dog?
We want to give our groomers enough time to make your dog’s experience positive and comfortable as some dogs require breaks. We will certainly reach out if they are done before the window is up.
Why does my dog need all of these vaccines just for grooming?
We pride ourselves on keeping a healthy environment for all of our guests. To date, we have never had a major outbreak and it is because of our diligence and adherence to vaccination requirements. We thank you for helping us ensure the safety of not only your pet, but those around them!
What is your cancellation policy?
We have no cancellation policy. However, if you miss an appointment more than three times we will require an appointment fee in order to make the reservation.
House Calls
What is the base price?
House calls start at $247.50.
What does a house call entail?
You can expect that anything you would request for an in person hospital appointment can be accommodated on house calls!
What is your cancellation policy?
One week.
Valet
How do you keep my pet safe inside the van?
We have different sized enclosures inside the van that fit any dog that rides with us.
When can I use your valet service?
Anytime from 9am to 6 pm on weekdays, excluding major holidays.
How much does it cost?
Costs vary based on location - please call us for more specific information.
