Frequently Asked Questions

1-My dog is very picky and only eats “people food”. I know that she will not eat dog food of any kind. Will she just have to starve while I’m away?

 You are welcome to bring any food, treats or snacks from home that your pet is accustomed to eating. Please bring food from home in secure containers.  Be aware that plastic shopping bags frequently split or tear and the food is lost on the floor . Rubbermade or other closed top containers are great for bulk food, very large trash cans are not. Zip lock bags work well for individual portions. We have both refrigerators and microwaves available. Some clients save leftovers from their meals and freeze them individually for a couple of weeks before boarding and simply bring them in for us to serve. Others cook large quantities of their pet's favorite food to bag and freeze. We do require raw diets to arrive frozen and individually bagged per meal. There may be a charge for raw diet and special diet preparation requests.
DO NOT add any medications to prebagged meals. We MUST know what medications are being given and that they are administered properly . Medications should arrive separately in label containers that include specific instructions and the name of the medication being given. We provide stainless steel bowls that are  washed daily. We DO NOT  accept bowls from home. It is impossible to keep them separate in the kitchen as labeling washes off.

2-When I called around, I found out that every kennel sounds like they offer about the same services. They all say that they are the “best”. Now I am so confused that I don't know where to start. How can I choose the right place for my pet to stay?

 First of all, start by planning ahead and touring as many facilities as possible. Drop in without calling, during normal business hours.There is never a need to call ahead.  Bring along a list of some of your most important questions. A good kennel will welcome your questions and be proud to show you all areas of the facility. Use your eyes and nose to let you know if things are clean and in order. Is the staff willing to spend as much time as necessary to answer all your questions? If toys and bedding are important to your pet, take time to notice if other animals have their things with them. Most of all your intuition will be telling you whether or not the people are sincere. Does the facility have someone living on the premises for safety and security? If the staff members are distracted or reluctant to show you around, for fear of  “disturbing the dogs” or “cleaning in progress” etc. then they may truly be hiding something. Keep looking and your heart will know when you find that special place. We welcome your questions and inspection. We have nothing to hide and will be proud to show you around. If you wish to bring your pet for a tour you please have current vaccine records with you.

3-Is boarding  expensive?

We feel that the quality of the care that we provide is not expensive. We pride ourselves on providing the best possible care, through a sincere, dedicated staff and wonderful accommodations at a reasonable rate. The cost of lodging, food and personalized care for 1 WEEK with us is usually about the same as 1 NIGHT for your stay in a quality hotel. Owners of our guests feel the peace of mind that they have in knowing that their pet is safe and well cared for is worth this cost. While some places may be a couple of dollars less per day we know that they have to cut corners somewhere to pay the bills. This could be in accommodations, quality of food, minimum wage staff, you can't be sure. We have very experienced staff that have chosen "pet care " as their career and make it a priority to take part in continuing education.  We don't cut corners. We take pride in sparing no expense to ensure that we are able to provide the care that we promise. All of our activities and grooming services are offered separately so that you may purchase the “extras” as your own personal budget allows.

4-Couldn’t I just leave my pet at the vet or have a neighbor child drop by to feed him?

 While some vet clinics do offer boarding services, their main concern is to care for the sick animals, as it should be.
The kid down the street may mean well, but he/she is still only a child. They may not notice health emergencies etc. There is also the ever present risk of leaving a gate open, forgetting, etc.  Fifi may suddenly not like having a visitor to your home while Mom is away. This could distress her or she might try to protect the place. Thunder storms and inclement weather pose even more risks. A trained experienced animal care technician is the best choice in a safe, secure facility. Please don't overlook the importance of social interaction for your pet while you are away. The very special characteristics that make your pet such a wonderful companion necessitates that he not be left alone for most of the time that you are away. At our Pet Resort there is always something interesting going on and someone to give a hug.

5- Why is your resort a better option than a pet sitter?

 Because we provide 24 hour supervision and a monitored security system in a controlled safe environment. Most “pet checkers” drop by 1 or 2 times a day for just a few minutes. Our staff is trained to respond to pets needs and emergencies at ALL times. A local veterinarian is on call  24 hours to assist any immediate needs of our guests. The care taker's home is located directly on the premises. Most “pet checkers” charge as much or more for the few minutes that they see your pet that we do for 24 hour care. We may not pick up your mail or water the plant but your treasured family member won't be left alone 23 hours a day. Quite often the damage done by a lonely pet can be very extensive. What happens in case of an immediate emergency and no one is there? Is your pet checker trained to recognize sign of illness and to react appropriately? In case of ice or snow do they have the ability to make their rounds?

6-Do I need to call ahead if I want to tour your resort?

 Absolutely not! Drop by any time during business hours. We always love a chance to show folks around and make new friends. Our “open door” policy allows you to tour all areas of the facility. We do not do tours on Sunday because the 1 hour pick up/drop off time is very busy.

7-I really want to tuck my pet in before I leave and arrange his things for him. Most places give all these reasons why I can't go back with my pet; it makes me feel like they are hiding something. Can I tuck my pet in at your resort?

Sure you can tuck them in. We feel this can be very positive for both the pets and their owners. We have nothing to hide so you are welcome. WE would be very suspicious too of a kennel that would not let us carry our pet to their room.

8- I've heard that “kennels” make many dogs sick. Is it true that they have to get a special “boarding shot”?

Dogs are no different from people. They are much more likely to be exposed to a contagious ailment when they are in large groups. This could be parks, training classes, the vet, or in a pet care facility. Relate this to catching a cold in your office, or for your child catching a virus in school or daycare. Your pet has the luxury that we humans don't have of being able to get a vaccine for upper respiratory infection. This is made very low risk by requiring all animals to be vaccinated. Exposure is reduced dramatically. While “Canine cough” is rarely serious it can be very aggravating for both the owner and the pet. When your pet stays with us  he/she receives the assurance that through diligent sanitation, vaccination and frequent fresh air exchange we are doing everything we can to prevent contraction of this “cold”. Your pet is much more likely to be exposed while walking in the neighborhood where you have no control over whether the other dogs have been vaccinated or not.

9-My dog is very small. Why do you charge the same for her, even though I know that she eats so little?

The cost of food is a very small part of what the daily boarding rate covers. Your very small dog will be cared for by the same knowledgeable caring staff as a large dog. She will enjoy a very spacious personal suite. She will be provided the same safety and security as the larger pet. Just because she is small doesn't means she requires or deserves less. She may have many more needs that a much larger neighbor. Either size will receive excellent personalized care in very nice accommodations.

10-Do you give discounts for multiple pets?
 
Yes. If your pets get along well they can stay together with a substantial discount for additional pets. Please refer to our pricing schedule. We also offer additional courtesy discounts on 4 pets or more in a family. Please consult our management for details.

11-Do you give discounts for longer stays?

Yes. We give discounts of 10% at 14 days and 20% at 21 days on boarding.

12-Why do I have to give a deposit for holidays?

Unfortunately, some people that make reservations and do not show up have made it uncomfortable for all of us. Today laws require that everyone be provided the same service policies. We appreciate our very loyal clients and do not wish to offend anyone. The times that we require deposits are very peak demand times and by requiring a deposit we eliminate people who are booking “just in case they might need it”. This allows us to better serve our regular clients by not “booking up” with people that never show even after we call to confirm.

13-What is your cancellation policy?
 
All cancellations for holiday reservations that are made within 7 days of your scheduled arrival date are fully refundable. All other times are “good faith”. Meaning that we trust you to give us as much advance notice as possible. We understand that plans change and a simple phone call or email  is sufficient. Should someone repeatedly abuse the “good faith” and no-show on several occasions we may require a deposit on all future reservations.

14-My pet is diabetic and requires shots. Can you care for her properly?

Yes. We will gladly work closely with you and your vet to care for your diabetic pet. We will be happy to accommodate their special needs.

15- Are your pet areas air conditioned?

Our facility is climate controlled. We offer luxury suites that are provided a closed air conditioning system much like your home or office. We also offer our indoor/ outdoor suites that employ a different means of climate control.  It is kept cool by constant air exchange. This is the optimum way to reduce air borne germs. It also allows your pet to have free access to the full area of their suite.  Our air exchange systems keeps the temperature comfortable and safe for all animals. We will work with you to help choose which area would be the best for your pet.

16-I want to pick up or drop off my pet at a time when your office is closed. Can I do this?

In the case of a true emergency we will try to accommodate your requests for drop off outside of our normal business hours. We do not provide pick up outside of our regular hours.  

17-Can I make my reservations on line through your web site?

Sure. You may request reservations online through our web site or leave a message on our voice mail. We will make every effort to permit your request. A staff member will call to confirm our receipt of your dates. On-Line reservations are not complete unless you are called by one of our Staff members. Please feel free to call if you do not receive a confirmation call within 48 hours. Please remember that during peak times we cannot guarantee that we can book your pet unless you make your request in advance.
 

18- Won't my pet be sad or bored just sitting there while I'm away?

  Much like a child away at camp, they will occasionally think of you and home but there will be too much going on for them to dwell on being “homesick”. We make special efforts to make them feel loved and comfortable. If we see them looking a bit down we will spend extra time to cheer them up.

19-Why does it cost more to board my pet on weekends and holidays at other places but DOES NOT at your resort?

This is a question that we find really difficult to answer. We provide the same quality care 365 days a year. We charge what we feel to be a fair price for the superior care provided by our caring and knowledgeable staff in excellent accommodations.  Our guess is that most places know that you really don't have as much of a choice during these busy times and will pretty much pay extra because you have to. It seems that it's a case of supply and demand. It is often touted as PEAK SEASON. We consider it "gouging" to charge more when you are not provided any additional benefits for that charge. They certainly don't give a discount when things are slow.
We appreciate our clients all year and would never dream of gouging them when they need us most.

20-What things will I be allowed to bring from home?

Toys, treats and a favorite blanket are the most common.
 Try to keep the treats inline with what your pet is accustomed to eating at home. Sending too many treats can cause stomach upset when they are not given on a regular basis at home.
Please limit toys to 3 per pet and all blankets MUST ARRIVE CLEAN. We really welcome almost anything that you feel will make your pet happy but do ask that it be kept within reasonable limits. Over the past 20 years, we have had many extremes in what owners bring in with their pets. While we certainly do not want to deprive any animal we find that many times it is for the feelings of the owner and that the pet rarely uses most of the items. An article of your clothing such as a T-shirt or a small blanket and a couple of toys are most acceptable; a toy box full of toys and a king-size comforter or your pool chair cushions are not. We do ask that bedding be washable and  a MAXIMUM of beach towel size or small enough to be place on top of our beds. This keeps them off the floor and assists in keeping them clean. Please properly label all toys and blankets with a permanent marker. Any items that are chewed or soiled will be removed and bagged for your pets safety.
We prefer to not accept large filled or foam beds unless prior arrangements are made with management for a special needs pet. Very large stuffed beds make it difficult for us to clean your pets room. Many times these beds come in dirty or become soiled while here and we are not equipped to launder them. This creates an unsanitary environment and odors. We have many options here to provide every quest with a bed that best suites their needs that we are able to keep clean and sanitary.
We do try to wash soiled bedding as a courtesy when time allows, but this is not a part of our boarding service and may incur an additional charge. We ask that you do not send family heirlooms or other indispensable items. While we make every effort to care for personal items we cannot assume liability for them.
Pets can be very much like children and act out of character when away from home. They may chew or soil bedding  even when this is not their normal practice at home. Sometimes they will "mark" their territory because scent is a huge part of their instincts. We work very hard to keep everything as clean as possible. We ask that you do your part in helping by sending reasonable items that make it more possible.

21-Does your staff have any special training for handling emergencies?

Yes. Many of our staff members have extensive training in the vet tech field. We also are very proud to say that we require all full time employees to train and test in accordance with the ABKA certification program for pet care technicians. We encourage an environment of continued education. Fire safety and emergency evacuation along with animal CPR and first aid are among the areas that we pursue.

22-My pet has health problems that require daily medications. Will this cost more? How can I be sure that they will be given as directed?

There is no additional charge for administering most oral medications and injections but charges may  be added for other treatments . Should your pet require more extensive treatments or bandage changes you must provide everything that is needed for that special service ie. cleaning pads for ears,tape, gauze etc. We address each procedure individually and apply charges as necessary . We ask that you bring all medications properly labeled and preferably in their original container. Always send a few extras just in case your return home was delayed. We take medications very seriously and print out a “medication report “ twice daily that is checked and signed by a staff member. We use the upmost care in making sure that all medications are properly dispensed. Only our most trusted and experienced staff members administer medications. We retain our medication reports for a minimum of 2 weeks.

  **Occassionally we find that owners ask us to perform treatments or administer medications to pets that they are not able to do at home ,such as ear cleaning ,wormer etc. that has been recommended by their vet. At times the pet resists aggressively. In these circumstances, we would not be able to provide treatment due to the risk of injury to our staff.
 
23- If I arrive early and I know that there is staff there why won't you just let me drop off my pet and leave?

We know that there are times when you are in a hurry and just want to get out of town. We set our hours to allow some uninterrupted  care time for guests that are already with us. That allows us to give them our undivided attention. This means that we won't get some guests fed and have to stop to let someone in while the others are put "on hold". It also allows us to keep a better schedule for medications. It is in the best interest of our guests that we keep them a top priority while they are in our care. This means that your pet will have the same consideration while they are here.
 Please be courteous and abide by this policy.
We do not by the same token want you to drop your pet and run. We request that you make sufficient time arrangements when dropping off to allow us to ask the questions that we need to be able to provide your pet the very best care possible.

24- I know that there is a residence on site. Can't I stop by and ask to pick up my pet after hours?

Please honor our regular business hours. The residence on site is for the safety and security of our guests.  It is your responsibility to make your vacation arrangements so that you are able to arrive back within our regular business hours to pick up your pet. So many times we have people that push the hours to last minute. We try very hard to be accommodating but we must set limits.  Please respect our privacy. It is impossible to know if you are a client or an intruder that  might be intent on harm.
 If you insist upon going beyond our posted "private" signs or fenced areas this is considered trespassing. It is an infringement on the safety  and privacy of our other guests and our  home. The  property is protected by a security system and video cameras. The police will be called and trespassers will be prosecuted.