FREQUENTLY ASKED QUESTIONS

General

How often do you walk dogs?

Can I book online?

Can I have someone else pick up my pet?

What paperwork do I need to fill out?

How often do you change litter boxes?

Do your rooms have an outside access door?

Are your rooms climate controlled?

What is a swivel feeding system?

Can you just feed your food?

Hours/Discounts

What time do I check in my pet?

What time do I check out my pet?

Can I bring my pet in earlier than the 3pm-10pm check-in time?

Can I check my pet out later than the 2pm check-out time?

I am a police officer/firefighter/EMT/Military personnel.

I am deploying for several months, do you offer any discounts?

I don't need to leave on my trip until tomorrow morning, do I have to bring my pet in tonight?

My pet needs to stay with you a month, do you offer any discounts?

Are there any benefits for staying longer than a week?

PET COMFORt

Can I see where my pet will stay?

My pet has a special bed/bowl/etc that they need.  Can I leave it with you?

Why can't I  bring my pet's antler/bone/rawhide?

Can I bring my pet's favorite toy?

I'm worried my pet will miss me, can I leave something of mine?

Do you need my pet's leash/harness/carrier?

Do I need to bring my pet's bowls?

Can I check on my pet while I'm away?

My cat loves her sibling and cannot be apart from each other.  Can you accommodate multiple cats staying together?

What is a Feliway Diffuser?

What is an Adaptil Collar?

What is a Thundershirt?

My dog is extremely nervous in large spaces.  Is there anything we can do to make their stay more enjoyable?

My cat is very nervous.  Is there anything you can do?

Can I check my pet out for an outing or walk while they are boarding with you?

MEDICAL

My pet needs to see the veterinarian while they are here.

I give my pet their vaccines, do these qualify?

I do not believe in vaccinating my pet, can they stay?

My pet is too young to get the vaccines required, can they stay?

Does my pet have to be neutered/spayed before staying?

My pet is on medication, is there an extra charge to give this?

My pet is on a special diet, can I bring my pet's food?

Safety

What if there is a fire at your facility?

Is your building hurricane-proof?

Will my pets be safe there if I have to evacuate during a hurricane?

Do you have group play?

My dog is a digger/fence climber.

Emergencies

I am going to be on a cruise and cannot be reached by phone.  Can you contact me through email?

Do you accept Care Credit?

Video cameras

I lost my room key and can't remember the passwords or my pet's room number.

I can't get the videos to work!

UPGRADE INFORMATION

What is a Zoom-ba Class?

What is a Purr-obics Class?

What is a Pawdicure?

What are Soft Claws?

What is dremmeling?

What are Frosty Paws?

SHUTTLE SERVICE

I live 22 minutes away from you, but am interested in the shuttle service.  How much do you charge?

What happens if my pet is in a car accident while being transported?

SPA AND SALON

This is the first time I am bringing my pet in for a haircut.  What do I need to know?

My pet's fur is matted.  Can you just brush it out?

My pet has to have a special shampoo/medicated shampoo.

Is your shampoo soap-free?

My pet just had a bath before coming in, can I accrue the credit for next time?

I am allergic/sensitive to certain perfumes and body sprays.

AGGRESSIVE/DESTRUCTIVE BEHAVIORS

My dogs fight over food, can you feed them separately?

My pet chews up bedding, toys, and blankets.  Can they still board?

I have a breed of dog listed as, "dangerous," can they still board?

PARASITES/DISEASE

I'm worried about my pet getting fleas while there.

My pet is on a monthly flea prevention, do they have to have a Capstar?

What are tapeworms?

Can my dog catch "Kennel Cough?"


How often do you walk dogs?

We walk your dogs three to four times a day for about 5-10 minutes at each walk depending on the pet's desire.

Can I book online?

Yes!  We encourage you to book through our online booking tool.  We will get back with you to confirm your request within 24 hours.

Can I have someone else pick up my pet?

Yes.  Please speak to a Concierge about check-out procedures.  We ask that you pre-pay for your pet's stay if your agent is not going to pay.

What paperwork do I need to fill out?

For your first visit, we ask that you fill out a New Client Form, a Yearly Boarding Form, and the Limited Power of Attorney.  When you come in, you will be asked to sign these forms and go over a Check-in Form.  After these forms are filled out for the year, you will only need to go over the Check-in Form at each visit until the following calendar year.

How often do you change litter boxes?

We change the litter boxes twice daily or more if needed.

Do your rooms have an outside access door?

No.  For the safety of your pet, the runs do not have an outside door for your pet to go in and out as they please.  We want to be sure your pet does not go outside unsupervised.

Are your rooms climate controlled?

Yes!  We have central a/c and heating throughout the building and ceiling fans in the main dog area.

What is a swivel feeding system?

Our swivel feeders easily twist out from the front of the door so we can change food and water without disturbing your pet.  (See picture).

Can you just feed your food?

Yes.  We do prefer that your pet has their own food for a couple of reasons.  Whenever a pet is in a new environment, they can have stress which also can create GI upset.  Also, whenever a pet's food is switched too quickly, there can be GI upset.  We are happy to feed our food for an extra $2 per meal, but we prefer that you bring your own food for your pet's comfort.

What time do I check in my pet?

ANYTIME between 6am and 10pm 7 days a week  *charges occur as follows:

Similar to a hotel, our routine check-in time is between 3pm and 10pm and check-out is the following day before 2pm.  Checking in and out with these guidelines will be a single night charge.

What time do I check out my pet?

ANYTIME between 6am and 10pm 7 days a week  *charges occur as follows:

Similar to a hotel, our routine check-in time is between 3pm and 10pm and check-out is the following day before 2pm.  Checking in and out with these guidelines will be a single night charge.

Can I bring my pet in earlier than the 3pm-10pm check-in time?

We do offer a complimentary early check-in when your suite is available that morning (not booked the night before by another guest).  You may call as early as 6am that day to see if your suite is available for an early check-in.  If you need a GUARANTEE that you may check-in early, we recommend booking your suite for the previous day giving you the flexibility to have the space as early as 3pm the day before.

Can I check my pet out later than the 2pm check-out time?

Yes!  Checking out later than 2pm, however, does not allow us to book the suite for that evening for another guest.  If you need your pet to stay past 2pm, we ask that you extend your visit by an additional day giving you the flexibility to pick up your pet at anytime that evening or even up to 2pm the next day if your travel is delayed unexpectedly.

I am a police officer/firefighter/EMT/Military personnel.

Thank you for your service!  We give a 10% discount on your pet's boarding stay for first-responders and military personnel.  (Does not apply to Spa services)

I am deploying for several months, do you offer any discounts?

Yes!  We offer a 50% discount on your pet's boarding stay for active duty military on deployment. (Must show orders.)

I don't need to leave on my trip until tomorrow morning, do I have to bring my pet in tonight?

No!  We do offer a complimentary early check-in when your suite is available that morning (not booked the night before by another guest).  You may call as early as 6am that day to see if your suite is available for an early check-in.  If you need a GUARANTEE that you may check-in early, we recommend booking your suite for the previous day giving you the flexibility to have the space as early as 3pm the day before.

My pet needs to stay with you a month, do you offer any discounts?

Not at this time.  If your pet needs to stay with us for a month or more, we ask that you prepay 1/2 of the total bill up-front.

Are there any benefits for staying longer than a week?

Yes!  For every week your pet stays here, we will give you a $20 Spa credit to be used while your pet is staying with us. (Expires 2 weeks after acquired.) 

Can I see where my pet will stay?

Absolutely!  We encourage you to tour our facility prior to bringing your pet to stay with us.  Ask as many questions as you need!

My pet has a special bed/bowl/etc that they need. Can I leave it with you?

We have everything your pet needs, but please speak with a concierge to see what can be safely left in our care.

Why can't I bring my pet's antler/bone/rawhide?

We want to make sure your pet is safe because we are not with them 24 hours a day.  We have seen too many pets' teeth break on bones and antlers or pets choke on rawhide, that we have stopped letting pets have them altogether.  Thank you for your understanding.

Can I bring my pet's favorite toy?

Yes!  Please be certain there are no small, moving parts that can be easily swallowed.  If you are unsure, please have a concierge see it.

I'm worried my pet will miss me, can I leave something of mine?

If you have an old T-Shirt you don't mind bringing in that you have worn, tie a knot in it and write your name on the neckband or tag so it does not get lost.  We will not wash this shirt so it may be soiled or destoyed when you pick your pet up.

Do you need my pet's leash/harness/carrier?

No.  We prefer that you take those items with you when you check in so that they do not get damaged or lost while here.  Thank you for your understanding.

Do I need to bring my pet's bowls?

No.  We have our own stainless steel bowls so there is no need to bring any dishes.  If you have a special request, please speak to a concierge.

Can I check on my pet while I'm away?

Yes!  We have 24 hour video access to your pet at no extra charge.  Feel free to check on your pet day or night.

My cat loves her sibling and cannot be apart from each other. Can you accommodate multiple cats staying together?

Yes!  We are able to open the connecting door so they can visit each other whenever they wish.

What is a Feliway Diffuser?

A Feliway Diffuser is a plug-in that mimics the pheromones that cats use to create calm environments.  Visit the Feliway website HERE.

What is an Adaptil Collar?

An Adaptil collar mimics the pheromones that a mother dog uses to soothe her puppies.  These collars last 30 days.  Visit the Adaptil website HERE.

What is a Thundershirt?

A Thundershirt is a jacket that mimics what the swaddling effect does for infants.  It is a wonderful tool for stressed dogs.  Visit the Thundershirt website HERE.

My dog is extremely nervous in large spaces. Is there anything we can do to make their stay more enjoyable?

Please speak to a Concierge.  We have smaller rooms available for those that are in need of a more cozy situation.

My cat is very nervous. Is there anything you can do?

We currently have a Feliway Diffuser set up in the room, but sometimes cats need a little extra help make them feel at home.  We have a Comfort Package that includes some Feliway spray (which can be sprayed directly on the cat's bedding in a more concentrated dose).  We also have some catnip we can give to help encourage playful behavior.  We can also set up some privacy curtains if that makes them feel more at ease.

Can I check my pet out for an outing or walk while they are boarding with you?

Yes!  Please inform a Concierge.  Prices remain the same no matter how long you take your pet out for the day.  There is no discounted rate.

My pet needs to see the veterinarian while they are here.

Please inform the Concierge when you are booking an appointment that a veterinarian needs to check your pet during their stay.  When you check in, you will meet with a technician who will go over some questions, so please allow yourself plenty of time to speak with them.

I give my pet their vaccines, do these qualify?

No.  We only recognize vaccinations given by a licensed veterinarian because of the risk the vaccine you administered was given incorrectly or was not stored correctly before you purchased it and is inactive.  

I do not believe in vaccinating my pet, can they stay?

No.  We need to be certain all of our guests are vaccinated to prevent the spread of contagious disease.  This is for your pet's protection as well as our guests.

My pet is too young to get the vaccines required, can they stay?

We prefer that your pet has had all of the vaccinations required for their stay, however, we understand that emergencies arise.  Please contact the Concierge if you have no other choice but to have your puppy/kitten stay here.  We will explain the risks of boarding a pet that is not up to date on vaccines and you can make an educated decision on whether or not to have your pet stay in a boarding facility.  

Does my pet have to be neutered/spayed before staying?

No.  However, we do recommend you have your pet neutered/spayed for medical and behavioral reasons.  Call Davis Animal Hospital to discuss any questions you may have on this recommendation.  850-479-9484

My pet is on medication, is there an extra charge to give this?

No!  We ask that you bring your pet's medication in their original bottles with enough medication for their current stay.

My pet is on a special diet, can I bring my pet's food?

Yes!  We ask that all of our guests bring their own food because we do not wish your pet to have an upset stomach by switching to a food they are not used to.

What if there is a fire at your facility?

Our facility is equipped with a life-saving sprinkler system.  We also have a smoke exhaust system in the main boarding facility.

Is your building hurricane-proof?

No building is guaranteed to be completely safe in a hurricane. Living in Florida, however, we certainly kept that in mind when designing our facility. The hotel portion of our facility is made of concrete block with heavy reinforcement. The windows are narrow and hurricane rated with strategic placement high above our guests to keep them safe should anything impact the building. Our individual room drains and massive retention pond should aid in keeping our guests dry in the event of flooding. Should the hurricane cause enough damage to start a fire our life saving fire sprinklers will automatically activate. 

Will my pets be safe there if I have to evacuate during a hurricane?

If a hurricane is headed our way the absolute safest thing for your pet is to travel with you - away from the storm. If it is absolutely impossible for you to take your pet with you, we will board them at our facility with the understanding that no guarantees can be made. Our plan of action is to safely house as many animals as we are able that cannot travel with their owners. We have a building designed to withstand strong winds and impact. We have a backup generator to run fans and a refrigerator to keep medications cold. We have storage bins for clean water should water lines become contaminated. We are stocked with ample amounts of dog and cat food. Our hospital owner will stay on site with your pets 24/7 during the hurricane unless legally forced to evacuate. In the case of a mandatory evacuation of our area we would have no choice but to provide every animal with as much clean water and resources as we could before being forced to leave. It is because of the unpredictable nature of hurricanes and damages that we must urge you to take your pets with you if you are able. 

Do you have group play?

No.  Unless your pets are a family group that are allowed to play together, we do not have group play available for safety reasons.

My dog is a digger/fence climber.

Please inform a Concierge that your dog displays these behaviors.  We have Hotel Attendants that are with your pet, but it would be good to know so we can have an extra set of eyes on your pet.

I am going to be on a cruise and cannot be reached by phone. Can you contact me through email?

Yes!  We would be happy to send you updates of your pet while you are away.  Please inform us of the email you wish for us to use.  Also, be certain to leave a phone number of someone who can make medical decisions for you while you are unavailable, in case of an emergency.

Do you accept Care Credit?

Yes!  Care Credit is a wonderful payment plan that can help you during emergencies.  Visit www.CareCredit.com for more information.

I lost my room key and can't remember the passwords or my pet's room number.

Please call us at 850-479-9484 and ask for the Pet Hotel.  One of our Concierges will assist you.

I can't get the videos to work!

If you have tried the steps listed on the Suites page, please give us a call at 850-479-9484 and we will look into the issue promptly.

What is a Zoom-ba Class?

This 15 minute, one-on-one class lets your high-energy dog really get a fun, workout and play session!  Great for those "bored" pups who really want to stretch their legs and run!

What is a Purr-obics Class?

This 15 minute, one-on-one class lets your cat out in the main cat lobby and really get a chance to play and run around.  Purr-fect for kittens and those high-energy cats!

What is a Pawdicure?

This is a toe nail trim.  This feature is free for our Davis Animal Hospital patients that have had an exam with us!

What are Soft Claws?

Soft Claws are soft, rubber, nail caps that protect your furniture, floors, and protects your pet from scratching yourself and others.  Visit their website for more information HERE.

What is dremmeling?

We can "grind" your dog's toenails to make them smooth and have less sharp edges than a traditional toe nail trim can give.

What are Frosty Paws?

Dog-friendly ice cream!  Visit their website HERE!

I live 22 minutes away from you, but am interested in the shuttle service. How much do you charge?

We charge $35 per 20 minutes of drive time according to Google Maps from our business.  If you live over 20 minutes away, you will be charged two shuttle fees.  

What happens if my pet is in a car accident while being transported?

Our staff members will transport your pet with safety as their number one priority. In the unlikely event of an accident or escape during transport we have a special insurance policy to cover medical or recovery expenses that may incur. 

This is the first time I am bringing my pet in for a haircut. What do I need to know?

Please come and meet our groomer with your pet between 8AM and 9AM Monday-Friday.  Holly will be able to assist you in how often, what style, and how much the groom will cost.

My pet's fur is matted. Can you just brush it out?

Ow!  This is painful to your pet!  Our groomer prefers to NOT brush matted hair.  If your pet's hair is severely matted, it will need to be shaved.

My pet has to have a special shampoo/medicated shampoo.

Our groomer asks that you bring any specific medicated shampoos with you so she can correctly attend to your pet's needs.

Is your shampoo soap-free?

No.  We ask that if you give your pet a topical flea preventative that you either wait to apply it when you bring your pet home, or bring it with you for our groomer to apply.

My pet just had a bath before coming in, can I accrue the credit for next time?

Yes!  You have 2 weeks to use the credit on a spa/salon visit.

I am allergic/sensitive to certain perfumes and body sprays.

Please inform us right away so we can indicate this fact in your pet's record!

My dogs fight over food, can you feed them separately?

No.  We are unable to separate your pets for feeding.  If you know your pets fight during mealtime, please let us know so we can board your pets separately.  We are able to board them across from each other so they can see each other!  We also will continue to let them out together so they have time to play.

My pet chews up bedding, toys, and blankets. Can they still board?

Yes!  Please inform a Concierge when booking your appointment.  We will be certain to remove the objects that they will destroy.

I have a breed of dog listed as, "dangerous," can they still board?

Yes.  We do not discriminate against breeds.  Each pet is assessed on a case-by-case basis.  If your pet is a danger to our staff or himself, we will inform you immediately. 

I'm worried about my pet getting fleas while there.

Our hotel is a "Flea-free" facility.  Every pet that comes to stay with us automatically gets a complimentary Capstar administered.  If you would like double-assurance, we recommend that you ask for a second Capstar to be applied when you are scheduled to pick your pet up.

My pet is on a monthly flea prevention, do they have to have a Capstar?

Yes.  We give every pet a complimentary Capstar, regardless of their current flea regimen.  

What are tapeworms?

Tapeworms are parasites that come from your pet ingesting a flea or insect that is infected with tapeworm.  This parasite is readily seen with the naked eye and is often found in bowel movements.  Read more on tapeworm HERE.

Can my dog catch "Kennel Cough?"

Our policy is that all dogs must have a current bordetella vaccination to stay at our hotel. This will decrease the likelihood of your dog getting an upper respiratory infection like kennel cough. Some patients may still be capable of carrying contagious illnesses without being symptomatic. The very young, the very old, and the immune compromised may be more likely to get sick from exposure. Guests exhibiting signs of an upper respiratory infection are not permitted to stay at our hotel. Those that develop these symptoms during a stay will be moved to isolation and owners will be notified immediately.