I'd like to board my dog/cat. What do I do?
Can I tour your facility before committing to boarding my pet?
Yes, we'd love to show you around! Tours are scheduled, please visit this link to book a time to come and see our facility! Please leave your fur kids at home, tours are for humans only.
What kind of accommodations are best for my dog?
Just review our list of available suites on the accommodations page. Your dog gets complete pampering in our Villa, Luxury or Executive Suites. They may also be very comfortable in one of our Classic kennels (consider some a la carte upgrades like an afternoon treat or a midnight snack).
Do you require a deposit?
Yes. We require a $15 per pet deposit to be made for all Boarding & Meet and Greet reservations. Deposits can be paid online through your owner portal or over the phone with our staff. Deposits must be paid before check-in.
What is your cancellation policy?
Cancellations can be made 48 hours prior to scheduled check-on. No shows and cancellations made within 48 hours of scheduled check-in will forfeit their deposit. For cancellations made before 48 hours prior to check-in, paid deposits will be added to your account for future services. Daycare and Grooming cancellation fees are equivalent to the scheduled service. If customer has a Daycare/Enrichment package on their account credits will be used in lieu of charging card on file.
Can I bring my pet's bedding?
We will provide bedding and toys to guests. This allows us to provide premium bedding and toy options while maintaining high sanitization standards, efficient service, and comfort for your pet. No personal pet belongings (beds, toys, dishes, etc.) will be allowed in the facility except food, medication, collars, harnesses and leashes.
Can the staff administer my pet's medication?
Yes. We are unable to give any kind of injectable medication. If your pet is on an extensive medication plan please speak to one of our customer service representatives before booking an appointment to ensure that we can properly care for your pet.
Can I bring my pet's own food?
Yes. All food must be pre-bagged by the meal or portioned out in bags no larger than gallon size. No large bags/containers will be allowed. Customers will be charged a flat feeding fee for not following this policy.
Can my pet be groomed while staying with you?
Yes, depending on availability. Just let us know that you'd like a grooming to be scheduled while booking your reservation. Service cannot be guaranteed if requested on the day of drop off, as our groomer's schedule fills up quickly.
Can I call to check in on my pet?
Yes, of course. Pet parents frequently want to hear how their pet is doing, we are always more than happy to give you a complete report.
My pet has a special need. Can you accommodate us?
We pride ourselves on handling special requests. Please speak with a customer service representative prior to your visit to ensure that we can meet your needs.
What holidays are included in PetSafe Village's holiday periods?
New Year's Eve, New Year's Day, Knox County Spring Break, Memorial Day weekend, July 4th weekend, Knox County Fall Break, Thanksgiving weekend, Christmas Eve, Christmas Day.
On which days will I be charged the $50 holiday fee if I want to drop-off or pick-up my pet?
New Year's Eve, New Year's Day, Memorial Day, July 4th, Labor Day, Day After Thanksgiving, Christmas Eve.
Why am I paying the holiday fee?
This is a convenience fee that allows us to have just enough staff at the facility to care for your beloved pets while allowing the majority of our staff to enjoy the holidays with their loved ones.
When is drop-off/pick-up not available?
Thanksgiving Day and Christmas Day (Begins at 7pm day before holiday and lasts till 7am on the day after the holiday).
What is a VIP service?
A 20-minute supervised playtime. We can play fetch with your pet, give some well deserved cuddle and snuggle time, or whatever activity you think they will enjoy the most.
What is a solo playtime?
15-20 minute unsupervised playtime in a play yard.
What is a tuck-in?
Late night (10:30-11:30) potty break.
What is the PSV Promise?
A boarding insurance policy to ease your mind. PetSafe Village will pay up to $500 for any veterinary care provided by a licensed veterinarian for the care or treatment of a boarded pet for any injury of the pet incurred while the pet is boarding at PetSafe Village. Exceptions to the coverage are: 1. Pre-existing health conditions (such as gastric upset/issues i.e.: colitis, IBS), injury, illness, or death resulting from incidents occurring before the arrival date. 2. Gastric dilation-volvuls (bloat). 3. PSV Promise will not cover bordetella/bronchiseptica/tracheobronchitis/parainfluenza/mycoplasma (Kennel Cough).
Why don't you accept females in heat at your facility?
Not only are females in heat a flight risk due to seeking a mate, but they also disrupt dogs within the facility. For the safety and well-being of all dogs in our facility we can not accept females during their heat cycle.
Can my dog stay in the same suite as my friend's dog?
No. For the safety of all our guests we only board dogs in the same suite if they live in the same household together. Boarding is a stressful event that can cause friction between dogs that are not used to being in confined, unsupervised areas together.
Why does my dog have to go through another Meet & Greet for Enrichment if he hasn't been within the last 6 months?
Because dog behaviors are ever changing and evolving, Meet & Greets ensure the safety of all our Enrichment dogs.
Why does my dog have to attend Daycare or Boarding before scheduling a Meet & Greet?
Through experience, we have found that dogs are often overwhelmed during their first visit with us. There are lots of new sights, smells, and people to be introduced to. After they have a chance to adjust to our facility, we can then introduce the added excitement of Enrichment and increase their chances of success.
Are Bearden Hill enrichment passes transferable to the West Location?
No, Bearden Hill has a different pricing structure than the West Location. Even though the passes are non-transferable you are able to hold a pass for each location.