Frequently Asked Questions
Q: Who cares for my pet when the office is closed ?
A: Our office hours aren’t the same as our care hours. Pet care is the priority of our care givers and to ensure they can focus on our guests we have separate staff to handle phones, reservations and front desk duties. Our office hours reflect when that staff is available. For the safety of those caregivers who are working before and after our office hours, we lock the gates to the property when the office is closed but caregivers are still present.
Q: What is included in your standard care ?
A: Our standard care includes everything that would be traditionally delivered by most “all inclusive” resorts and then a little more. We don’t have some fancy rooms and the rest basic, they are all of the same extremely high standard, in fact they are all deluxe full suites. Every canine guest has the use of their own room and outdoor porch (family members can share). Our veterinary technicians will feed your pet as per your instructions up to two times a day (more frequent upon request) and perform a nose to tail, five point wellness check daily. They will supervise our team of caregivers who maintain the cleanliness of your pet and their surroundings, change and monitor their water bowl throughout the day, they’ll take care of all their toileting needs, making sure they get outside to go, and monitor their bodily functions accordingly. Our caregivers will lovingly interact and monitor your pet during all their encounters throughout the day. The same applies to our feline guests with the exception of Toileting. Our feline guests have their litter cleaned at least twice daily,, more often as necessary.
Q: Why haven’t the “extra activities” just been included in every bodies stay ?
A: It’s definitely easier to sell one price and just “say” it includes everything, but impossible if you actually plan on delivering the many varied services that our customers request. Breed, age, health, temperament and accustomed lifestyle will affect the needs and expectations of each pet and thier family. Logically there is only so much a standard rate can cover. We make sure that we can cater to all the needs and desires of our many and varied guests, whilst ensuring you only pay for what your pet uses and aren’t subsidizing the care of other guests. Equally if you have requested or require more you need to know we can deliver, and that can only happen if extra provisions are made. We start everybody off with our standard care which is truly a thorough, comprehensive and competitive care regime that will satisfy the needs of the average middle aged pet, while making it possible for those who want or need more, to receive it.
Q: Why should we bag each meal?
A: It ensures consistency for your pet by eliminating any possibility of miscommunication between parents and our team over measurements. It also allows us to easily incorporate your pets own diet into our established routine leaving more quality time to be spent with your pet.
Q: Why is food no longer included in the your standard price?
A: Historically we, like most others in our industry, stocked a variety of supermarket brands and fed guests from that supply. The cost of those supermarket brands was negligible and the majority of our guests were on those brands carried. Times have changed and the vast majority of our guests bring their own food from home because of the specificity of their diets. We still need to maintain a supply for many reasons including when guests occasionally run out before the end of their stay. We have taken the decision to carry a quality corn free product specially designed to reduce tummy and bowel upset when switching foods. It is a quality Canadian diet that costs more than your standard supermarket brand.
Q: Why do I have to pay for an extra day after 11am ?
A: There has to be a point where we start calling it a new day and begin charging for it. Whilst certainly some people only checked in late in the afternoon and others first thing the previous day, everyone has received care including feeding, toilet breaks, health checks, cuddles etc, and the hotel room. Care begins again promptly at 6am. Just like a traditional hotel we need to manage our inventory of rooms and therefore if a guest has not checked out by 11, we will likely miss the opportunity to clean and prepare that room for the next guest coming in. For the first 27 years the hotel charged after 10am, however since 2010 we have brought our policy in line with traditional people hotels and maintain 11am as the point where we need to start calling it a new day.
Q: How many dogs can share a room?
A: Whilst our rooms are considered by traditional Kennel standards to be big enough to house 4 large dogs, it would not be what we call luxury accommodation. Our safety and comfort preferences dictate that everybody would be much more comfortable choosing room mates amongst our siblings and sharing two suites rather than one if you have more than 3 dogs. Four toy dogs could potentially safely and happily share a suite if they were so inclined.