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Guest Requirements & Policies

Pet Resorts Policies

 

Hours of Operation

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  • Monday- Friday 7:00am-7:00pm

  • After Hours service: check-in and check-out available outside of normal business hours for a $15.60 after-hours fee (charged per after-hours service).

  • Daycare available 8am-5pm Saturday-Sunday with no after-hours fee *Enrichment sessions only available Monday-Friday.

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Reservations

 

  • Reservations are required for all services. No standing reservations.

  • Daycare reservations may be made up to 90 days in advance. 

  • Boarding reservations may be made up to 1 year in advance.

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Enrichment Requirements

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  • Enrichment sessions are an add-on service where dogs socialize, play, and interact with other dogs in a controlled and supervised setting.

  • Dogs 6 months and older must be spayed or neutered.

  • Dogs must complete a Meet & Greet before being admitted into the enrichment program.

  • Meet & Greet requirements:

    • New dogs must complete at least one day of daycare or boarding.

    • Dogs must be well socialized and not have a history of aggression.

  • To stay current dogs must attend enrichment sessions at least once every 6 months. Lapse in attendance will require another meet & greet.

  • Behavior is ever-changing so groups are not considered permanent. Dogs behaving in a way that is inappropriate or unsafe can be dismissed from attending enrichment. If continuous negative behaviors are present in the play yard, playroom, suites, or hallways, they may not be allowed to attend enrichment for that session or at all. We will notify you of any group changes via report card.

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Communication

 

  • We are a 24/7 facility. However please be aware that phone calls are not answered when the lobby is closed. All voicemails will be answered the following business day. 

  • If your pet is staying with us overnight or on the weekends, please email reservations@petsafe.net for any urgent matter. A teammate will respond as soon as possible. All other emails will be responded to on the next business day.

  • We use a digital report card system to update pet parents during their pet's stay. To ensure you receive these important updates, your notification settings must be turned on. 

  • Pet parents must provide an emergency contact if they will be inaccessible during their pet's stay.

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Curbside Service

 

  • We offer curbside service for all reservations and appointments. Upon arrival please visit https://www.petsafevillage.com/curbside-service to complete the check-in/out forms.

  • Please only submit the forms after you have arrived, as this is our team's notification that you are waiting for service. A teammate will be out to retrieve your pet as soon as possible.

  • If your pet is boarding, we will place their food and medications into a bin. All items must fit in this bin.

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Health Requirements

 

  • All pets visiting the facility must be in good health an must not have had a communicable condition within 30 days of visit. 

  • Pets that have had a recent surgery must be completely healed and free of stitches, staples, or sutures. 

  • Pet parents are responsible for notifying us of any and all health conditions. 

  • All pets must be free of fleas and ticks for all services. If fleas and ticks are found, a treatment may be given at the owner's expense.

  • We reserve the right to prohibit admittance for any reason, including pets lacking proof of up to date vaccinations, unaltered females in heat, pets displaying signs of untreated or potentially contagious conditions, pets with serious health conditions, aggressive or destructive behavior and/or any behavior that we deem a safety concern. 

 

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Vaccination Requirements

 

  • We must have updated vaccinations prior to check-in. We have three easy ways to submit vaccinations:

  • DOGS: Rabies, Distemper/Parvo, Bordetella, Canine Influenza (Both initial injection & booster)

  • CATS: Rabies and Feline Distemper

  • Exception for puppy training classes. Must have completed first round of vaccinations

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Age Requirements

 

  • All pets must be at least 16 weeks old

  • Exception  for puppy training classes: no minimum age requirement.

  • New pets 12 years & up must attend a day of daycare prior to boarding.

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Spay/Neuter Requirements

 

  • Unaltered pets are allowed in our facility.

  • Females in heat are NOT allowed in the facility. If an unaltered female begins her heat cycle while staying with us, the owner will be contacted and the dog must be picked up immediately. Please plan appropriately if you have an unaltered female. 

  • To participate in group play, all dogs older than 6 months must be altered. 

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Food

 

  • All dry food must be pre-bagged per meal or portioned out in bags no larger than gallon size. No large bags/containers of food will be allowed. Customers will be charged a flat feeding fee for not following this policy.

  • The following items are NOT allowed in our facility:

    • raw meat products

    • Anything that may be a choking hazard such as rawhide, bones, and pig ears.

    • Glass containers of any kind

  • Please only bring enough food and treats for the duration of your pet's stay.

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Medication

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  • We will administer oral and topical medications only, no injections. 

  • Medications must be labeled and separated from food.

  • Please only bring enough medication for the duration of your pet's stay. 

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Belongings

 

  • No personal belongings (beds, toys, dishes, etc.) will be allowed in the facility except food, medication, collars, harnesses, and leashes. 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.

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Rates

 

  • Payment is due at time of pick-up. 

  • Boarding rates are charges per 24 hours of service. Additional hourly rates may apply.

  • A credit card on file is required for  reservations. The card on file will be charged upon check-out.

  • A one night deposit is required for all Boarding reservations. A $15 deposit is required for all meet & greet reservations. This deposit will be used towards the final bill.

  • Pre-paid packages available for Daycare and Enrichment. These packages expire 90 days from the purchase date. Purchase of packages does not equate to a reservation. Reservations are required when using  these passes. If packages are not current on account the regular daily rate will be charged to the card on file upon check-out.

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Cancellation Policy

 

  • Boarding & Meet & Greets:

    • Cancellations can be made 48 hours prior to scheduled check-in. For cancellations made before 48 hours prior to check-in, paid deposits will be added to your account for future services. No-shows and cancellations made within 48 hours of scheduled check-in will forfeit their deposit. 

  • Daycare & Grooming:

    • Cancellations can be made 24 hours prior to scheduled check-in. Cancellation fee is equivalent to the scheduled service. If customer has a daycare/enrichment package on file, credits will be used in lieu of charging card on file. 

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Overdue Pick-Up Policy

 

  • Failure to notify us that you cannot pickup your pet(s) when scheduled will result in a $20.80/day overdue pick-up fee. To avoid this fee, please contact us to update your scheduled check-out date.

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Holiday Policy

 

  • No check-in/check-out available on Thanksgiving Day or Christmas Day.

    • This holiday policy begins at 7:00pm the day before the holiday and ends at 7:00am the day after the holiday.

  • Check-in/check-out available on the following holidays for a $52 holiday fee:

    • Martin Luther King Jr. Day, Good Friday, Easter, Memorial Day, Fourth of July, Labor Day, Day after Thanksgiving, Christmas Eve, New Year's Eve, New Year's Day.

    • Fee begins at 7pm the day before the holiday and ends at 7am the day after the holiday.

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By using our services, you acknowledge that you understand and will abide by all policies. Policies are subject to change without further notice.

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