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 (recommended, not required)
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 will have to be taken outside only throughout the day.
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:
have your vet email us ([email protected] or [email protected]) proof of the vaccines and negative fecal test,
drop off paper copies of the health records at our front desk, or
email a PDF of the updated health records to ([email protected] or [email protected]) and include ‘vaccine records’ in the subject.
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.
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
Any dropoff or pickup between 12am-6am will incur an out of hours (OOH) fee of $30.
Pickup from a boarding stay after 12pm will incur a fee for one day of daycare at your current daily rate on the final day.
Any boarding pickups after 8pm will be charged for an additional night of boarding.
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)
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 Auto-Renew Unlimited Monthly Membership is based on a calendar month, and renews every month, on the same day – AUTOMATICALLY! 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.
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.
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.
All Unlimited Monthly Members enjoy guaranteed daycare during holiday blackout periods (reservation required) and +$5 holiday up-charge applies.
The following is a list of 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 covering two nights of your pets’ stay due at the time of the reservation booking.
One week (7 days) prior to your pet’s check-in date, your deposit becomes non-refundable.
The two-night deposit is only refundable if reservations are canceled prior to seven (7) days before the reservation start date. No part of your deposit will be refunded for cancellations less than seven (7) 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; Call us for details
Martin Luther King Jr. Day Weekend
Presidents’ Day Weekend
Easter Weekend
Spring Break
Memorial Day
Peak Summer Weekends: Each weekend (Friday-Sunday) during the months of June, July, and August
Independence Day
Labor Day
Fall Break/Indigenous People’s Day
Thanksgiving
Christmas/New Year’s
*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.
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.
