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Policies

Pooch Hotel is pleased to provide you with our policies and important information that can simplify the process of getting veterinary care for your pet.

Health Requirements

We take some simple but necessary precautions.

For the health and safety of our guests, dogs entering the Pooch Hotel for any of our services must be current in the following vaccinations and screenings:

  • Distemper/Parvo vaccine (one or three-year protocol)

  • Rabies if over 4 months of age (one or three year protocol)

  • Annual Bordetella vaccine

  • Canine Influenza Virus “CIV” H3N2 vaccine

  • Fecal tests (only required at Norwalk)

If your pet does not have a fecal test result at the time of check-in, we will perform a fecal test in-house. There is an additional fee to have this done as well as a $35/day special handling fee until we get those results. Also, until we have those results, your fur-baby would be unable to play with the other guests and enjoy personal play (15 minutes of mid-day play with a team member and AM/PM potty breaks when in the hotel/resort).

If your pet has a positive fecal test result, we will still accept them but there is a $35 per day special handling fee and your dog will be ineligible for group play.

Intact Policy

Dogs who are intact (not spayed/neutered) will be allowed to stay at our hotels (with the exception of females while they are actively in heat). However, they will not be able to participate in group play with other guests if they are over 7 months of age.  Instead of group play, our intact guests will take part in our Personal Play program.

We ask that you either:

  1. have your vet email us ([email protected] or [email protected]) proof of the vaccines and negative fecal test,

  2. drop off paper copies of the health records at our front desk, or

  3. email a PDF of the updated health records to ([email protected] or [email protected]) and include ‘vaccine records’ in the subject.

Check-In/Check-Out

Standard Check-In/Check-Out

We operate 24 hours, every day of the year, to provide the best care for your pets and convenience and customer service for you.

Because we are a 24-hour operation, we must define our check-in and check-out times – similar to human hotels! Some fees may apply for checking in early or checking out late, but you have the convenience of check-in/check-out according to your schedule needs.

Standard daycare day is 7:00 am – 7:00 pm & standard boarding stay is 7:00 am – 12:00 pm the following day. 

Off-Hours Check-In/Check-Out

Please note that although we are open for Check-In and Check-Out 24 hours, our normal daycare day is from 7:00 am to 7:00 pm and a standard boarding stay is 7:00 am to 12:00 pm the following day. 

  • Daycare check-in & check-out outside of standard hours:

    • Early check-in from 4:00 am to 7:00am: $10/hr.

    • Late check-out from 7:00 pm to 9:00pm: $6.50/hr.

    • Late check-out after 9:00 pm: converts to an overnight charge (price varies based on the type of daycare day – single day, package, or membership)

  • Boarding check-in & check-out outside of standard hours:

    • Early check-in from 4:00 am to 7:00am: $10/hr.

    • Late check-out after 12:00 pm: $6.50/hr.

    • Late check-out after 9:00 pm: converts to an additional overnight charge

Pricing, Terms, & Packing Expirations

  • Prices and rules are subject to change without notice

  • Packages and Memberships are assigned to a specific pet and are not intended to be shared

Daycare & Boarding packages are intended to offer a promotional price for frequent guests within a 90-day period.

  • No Package refunds after 30 days from date of purchase and Packages are not transferable.

  • For Package refunds within 30 days, days/nights used will be charged at single day/night rates (depending on the package purchased) at non-promotional rates and deducted from the purchase price.

  • Packages expire 90 days from the date of purchase or from the date the first day/night is applied, whichever is earlier and unused days will be forfeited.

  • You will have the option of a one-time, 30-day extension allowed per package within 30 days from the date your package expired, but there will be a $30 processing fee. Package extensions are not available if it is more than 30 days beyond the date of expiration.

  • If you are buying multiple Packages, please consider the number of days/nights you can realistically use in the 90-day period. A signed acknowledgement is required. Refund terms still apply.

  • Reservations required and based on availability.

  • Daycare Package days can be used as payment for a day of daycare or as payment for boarding late check out fees.

  • Promotional, corporate or other partner discounts are not always the same for packages. Discounts on packages may be lower since package pricing is already promotional/ discounted pricing.

  • Packages for additional dogs should only be used when multiple dogs are utilizing the package on the same day/night.

  • Daycare packages used during holiday blackout periods may be subject to a $5/day holiday up-charge.

Our Unlimited Monthly Memberships are like gym memberships, providing you everyday access to daycare. Like most gym memberships, it’s intended to renew every 30 days―or every month.

The benefits for all Unlimited Monthly Members with an active membership include: Everyday access to daycare, Discounted boarding and Guaranteed daycare space during holiday blackout periods (reservation required).

Our Unlimited Monthly Memberships offer flexibility and convenience, depending on the option you prefer. The Month-to-Month Unlimited Monthly Membership is a month-to-month option that allows you to start and stop your membership months, or take a break as needed, with a small up-charge.

The Auto-Renew Unlimited Monthly Membership is based on a calendar month, and renews every month, on the same day – AUTOMATICALLY! Members who select the Auto-Renew option will enjoy a $30 savings off the Month-to-Month price on your second month and beyond. A credit card on file is required for the Auto-Renew membership.

  • No Monthly Membership refunds after 10 days from date of purchase and Monthly Memberships are not transferable. For Monthly Membership refunds within 10 days, days used will be charged at the full day non-promotional rate and deducted from the purchase price.

  • The start date of the Monthly Membership is based on the date of purchase or from the date the first day is applied, whichever is earlier. The Month-to-Month option is active for a 30-day period and is intended to allow you to take time off between membership months, not to turn on and off within your 30-day membership period.

  • Unlimited Monthly Members selecting the Auto-Renew option will need to sign an agreement, have a credit card on file and will automatically renew at the expiration, unless canceled at least 3 days prior to the renewal date.

  • Unlimited Monthly Members choosing to transfer from a Month-to-Month to the Auto-Renew option will need to add a credit card to their file and should notify your Pawcierge at least 3 days before the membership expiration so it can be transitioned without interruption and enjoy the $30 monthly savings on month two and beyond.

  • If you would like to take time off from your Auto-Renew Unlimited Monthly Membership, your first month back will be at the Month-to-Month price, but if you select the Auto-Renew option your second month and beyond will be at the discounted rate if it continues to auto-renew on a consecutive monthly basis.

  • Additional promotional rates or discounts may not apply, since membership pricing is already discounted.

  • Memberships for additional dogs can only be used when multiple dogs are utilizing the membership on the same day.

  • 20% boarding discount only applies during an active membership (rates vary by location).

  • All Unlimited Monthly Members enjoy guaranteed daycare during holiday blackout periods (reservation required) and +$5 holiday up-charge applies.

Holiday/Black-Out Dates Policy

The following is a list of 2022 holiday/black-out dates for which we require a deposit.

If your pet’s reservation includes any of the dates listed in the date ranges below, your reservation is subject to a 10% nightly premium and a deposit of 50% of the overnight accommodation fees (or a minimum one-night deposit) due at the time of the reservation booking.

Two weeks (14 days) prior to your pet’s check-in date, your deposit becomes non-refundable.

  • The 50% deposit is only refundable if reservations are canceled prior to fourteen (14) days before the reservation start date. No part of your deposit will be refunded for cancellations less than fourteen (14) days prior to the reservation start date and time.

  • If your reservation is canceled within 48 hours of your scheduled check-in or you are a no-show, we will charge the card on file for the full amount of the black-out dates of the reservation.

  • While we understand that travel plans can change, we DO NOT overbook our suites and the space for your pet is guaranteed when you provide a deposit.

  • The remaining cost of the stay will be charged at the time of check-out.

  • Please note: Promotional discounts are not valid during holiday/black-out periods. While points are earned during holiday/black-out periods, they cannot be redeemed.

  • By providing a deposit for your pet’s stay, you are agreeing to these deposit and cancellation terms.

Due to the increase in hotel guests during holiday/black-out periods, we may limit daycare to Unlimited Monthly Daycare Members only.

If daycare spaces are available during these limited times, holiday/black-out rates ($5 upcharge) will apply. During these days, no-show daycare visits will be charged for the day (or day deduced from a package/membership) plus the $5 holiday charged to the card on file.

During extended blackout periods like Christmas/New Year’s and Spring Break/Easter the daycare upcharge only applies to the key holiday periods. When specific daycare dates are not listed, the daycare upcharge applies to all days within the holiday/black-out period.

Holiday/Black-out Dates for 2022 include:

Martin Luther King Jr. Day Weekend 2022: Friday, January 14th – Monday, January 17th, 2022

Presidents’ Day Weekend 2022: Thursday, February 17th – Monday, February 21​st, 2022

Spring Break/Easter 2022

  • Newton: Friday, April 15th – Sunday, April 24th, 2022

  • Norwalk: Friday, April 15th – Sunday, April 24th, 2022

Memorial Day 2022: Friday, May 27th – Monday, May 30th, 2022

Peak Summer Weekends 2022*: Each weekend (Friday-Sunday) during the months of June, July, and August 2022

Independence Day 2022: Friday, July 1st – Tuesday, July 5th, 2022

Labor Day 2022: Friday, September 2nd – Monday, September 5th, 2022​

Fall Break/Indigenous People’s Day 2022: Friday, October 7th – Monday, October 10th, 2022

Thanksgiving 2022: Wednesday, November 23rd – Sunday, November 27th, 2022​

Christmas 2022/New Year’s 2023: Friday, December 16th, 2022 – Sunday, January 8th, 2023

*Peak Summer Weekend Pricing: Boarding reservations during Peak Summer Weekends are subject to a 10% nightly premium and a deposit of 50% of the overnight accommodation fees due at the time of the reservation booking. Unlike other Holiday/Black-out dates, there is no Daycare upcharge during these dates, corporate discounts and promotions DO apply, and Pet Points Rewards may be earned AND redeemed.

Licenses

Licenses

Pooch Hotel complies with all local, state, and federal licensing requirements. There is a requirement for Connecticut clients to have a dog license and rabies certificate on file. If you have questions, please inquire at your local Pooch Hotel location for details.

Extended Stay & Collar/Harness Policy

Extended Stay Policy

Boarding stays longer than 10 days are considered an extended stay and must follow the requirements of our extended stay policy:

  • We require a 50% deposit at the time of booking.

  • We require that Pet Parents must have a valid credit card on file.

  • After the halfway point, we will charge the credit card on file weekly. Any applicable remaining balance will be due upon checkout.

  • Note that the deposit is fully refundable, unless dates of a reservation fall within our holiday/blackout period. In this case, the portion of the deposit that covers the holiday/blackout period follows our holiday deposit policy, and is only refundable if the reservation is canceled prior to fourteen (14) days before the reservation start date and time. If the reservation is canceled within fourteen (14) days of the holiday dates within the extended reservation, the 50% holiday deposit is non-refundable and the portion of the extended-stay deposit that is greater than the 50% holiday deposit will be refunded.

Collar/Harness Policy

Please remove any prong or choke collars prior to dropping off your pet.

For the safety of our team and guests, we do not permit dogs to wear this type of collar while in our care and our team is not permitted to remove or apply prong or choke collars.

For Pooch locations where dogs wear their collars, our preference is a snap-lock buckle collar with your pet’s identification lasered, stitched, or engraved on the collar. ID tags can fall off, especially with a lot of activity.

Additionally, if you utilize our transportation shuttle service, we request you outfit your dog with a well-fitted harness.