Terms & Conditions

What you need to know

BOOKINGS

MINIMUM DURATION

Minimum Stay Requirements

During periods of exceptionally high demand, including school holidays and public holiday weekends, minimum stay requirements may apply to bookings.

  • School holiday periods: A minimum stay of five (5) nights may apply.
  • Public holiday weekends: A minimum stay of three (3) nights may apply.

These minimum stay requirements allow us to manage availability fairly and ensure the highest level of care for all guests during peak periods.

Flexibility Clause

From time to time, and at the sole discretion of management, shorter stays may be accepted where availability permits, for returning clients, or in exceptional circumstances. The application or waiver of minimum stay requirements does not create a precedent for future bookings.

Bookings covering peak periods may not be shortened once confirmed.

DEPOSITS, PAYMENTS AND CANCELLATIONS

A 50% deposit is required at the time of booking to provisionally reserve your dates.

Bookings are only confirmed once full payment has been received. The remaining balance must be paid no later than 7 days prior to the arrival date.

If the remaining balance is not received by this deadline, Wags & Whiskers Pet Hotel & Spa Ltd reserves the right to cancel the booking and retain the deposit.

Payments can be made by bank transfer, credit/debit card or cash. Neither American Express nor cheques are accepted.

CANCELLATIONS & REFUND POLICY

Cancellations and amendments are subject to the conditions outlined in the Deposits, Payments and Cancellations section above.

For overnight boarding, cancellations or amendments made less than 30 days prior to the arrival date will result in the deposit being non-refundable.

For Doggy Day Care bookings, cancellations made less than 48 hours prior to the scheduled booking will result in the payment being non-refundable.

If your pet is insured you may be able to claim from your insurer if your travel plans are disrupted.

 

OPENING HOURS…….………. WE ARE NOT OPEN TO THE PUBLIC ON… CHRISTMAS DAY, BOXING DAY,   NEW YEARS EVE AND NEW YEARS DAY.

OFFICE HOURS

  • Daily MONDAY – FRIDAY 8 am – 5 pm
  • Booking enquiries by telephone can be made between 8 am –  5 pm

OVERNIGHT DOG BOARDING ARRIVALS AND DEPARTURES

Daily

  • Check In time 3 pm – 5 pm
  • Check Out time 10 am – 12 pm

(late or early check in and out can be arranged but will be charged an out of hours fee.)

DAY TIME DOG BOARDING ARRIVALS AND DEPARTURES

Daily

  • Check In time 7.30 am  – 12 pm
  • Check Out time 3 pm –  6 pm

ACCOMMODATION AND SUITES

SHARING SUITES

  • Dogs from the same household are typically accommodated together in shared suites. We want to assure you that every possible measure is taken to ensure the well being of your pet during their stay with us. While every reasonable care is taken for the safety and wellbeing of all pets, boarding is undertaken at the owner’s risk.
  • In the event that we need to separate the dogs for safety reasons, an additional accommodation fee will apply if space allows. During peak seasons, this may not be possible, so we require an emergency contact in the UK who can collect your pet if safety, welfare, or other issues arise.  We cannot provide refunds for situations beyond our control.

CCTV ACCESS 

  • All of our suites have been fitted with CCTV cameras and for an additional charge you are able to have access to check in on your pet, day or night, whilst you are away (subject to availability)

EARLY COLLECTION

  • We do not offer refunds if pets are collected earlier or arrive after the agreed dates. If early check-in is required before the scheduled check-in times, additional charges apply.

LATE COLLECTION

  • Charges will be incurred for pickups beyond daily checkout times. However, if there is no available accommodation then we reserve the right to seek alternative boarding facility as locally as possible at your expense.

ABANDONMENT

  • If your pet is not collected within 14 days of its departure date and no communication from you or your emergency contact person has been received and all efforts to contact you have failed, Wags & Whiskers Pet Hotel & Spa Ltd reserves the right to treat such pets as having been abandoned. In such cases, we reserve the right to take appropriate actions to ensure the welfare of your pet and their safe removal from our premises at your expense. All outstanding kennel fees from our premises as well as associated costs will be at your expense.

DAMAGE CAUSED BY A PET

  • Any damage caused by your pet to the suite, its furnishings, or any other parts of the hotel is your sole responsibility and will be charged according to the specific damage on check out. Failure to pay on check out may incur further daily charges of up to £ 20.

BEDS & BEDDING

  • We encourage you to bring your dog’s own bed, favourite blanket and toys so that they have familiar items and smells with them to reduce any anxiety or nervousness they may experience.

ITEMS FROM HOME

  • Upon checking in, we’ll document and photograph all personal belongings such as beds, blankets and toys but given the dynamic play setting, we cannot guarantee that all personal belongings will remain in its original condition.

PHOTOGRAPHY

PHOTOGRAPHY

If you want photos sent of your pet during its vacation with us, we would be delighted to do so. We will however need to charge a fee as this is very time consuming

 

WEBSITE PHOTOGRAPHY

  • All pictures on website are available upon request.

SOCIAL MEDIA

  • During their stay, we will take pictures of your dog(s), some of which may appear on our various social media platform pages Facebook page etc, and might also be used for our own promotional and advertising material including but not limited to, videos, business cards, flyers, pamphlets, website etc.

CONSENT

  • We assume consent is provided for such usage unless specified by you either before, or at the latest, upon commencement of the stay.

VIEWING

  • Please note that sometimes our front gates are closed for safety reasons. Viewing is by appointment only to ensure we can devote appropriate time and attention to you. We encourage visitors to schedule an appointment to see our beautiful facility before making a booking.

SECTION 1 DOGS OF THE DANGEROUS DOGS ACT

We do not accept dogs listed under the Section 1 Dogs of the Dangerous Dogs Act.

FOOD & TREATS

  • We believe in offering a balanced and nutritious diet using the Arden Grange sensitive feed White Fish & Potato. However, if you wish for your dog(s) to continue their normal dietary routine as much as possible and feel that their food requirements should not be altered, please feel free to bring your own specific brands for the total duration of their stay. If your brand runs out, we will have to supply the Arden Grande range.

VACCINATIONS

  • We kindly remind you that all dogs staying with us must meet specific vaccination requirements to ensure their well-being and the safety of all our guests.  Dogs must be fully inoculated against:
    • Canine Distemper Virus (CDV)
    • Canine Adenovirus (CAV) (Canine Infectious Hepatitis)
    • Canine Leptospirosis (L2 or L4)
    • Canine Parvovirus (CPV)
    • Bordetella Bronchiseptica (kennel cough)
  • These vaccinations must remain current and up-to-date at the time of departure.
  • Booster shots should be administered at least 24 hours before your dog’s arrival at our facility. If any vaccines have lapsed and require a restart, the second part of the booster should be completed two weeks prior to your dog’s scheduled boarding.
  • The Kennel Cough vaccine must be administered a minimum of 14 days prior to arrival.
  • Each vaccination certificate will need to be current and up-to-date. If each certificate has not been provided to us online, you are asked to provide evidence prior to boarding.

No pet will be accepted without valid and up-to-date vaccination records.

It is the owner’s responsibility to ensure that all vaccination records provided are accurate, complete and up-to-date, and to verify with Wags & Whiskers Pet Hotel & Spa Ltd prior to arrival that all required documentation has been received and approved. If a pet arrives with incomplete, invalid or expired vaccination records, admission will be refused and no refund will be provided.

PARASITES

  • To keep ALL our guests and staff safe, we require your pet to have also been:
    • Treated within 3 months of your dog’s stay with a Veterinary supplied wormer.
    • Treated within 4 weeks of your dog’s stay with a Veterinary supplied flea and tick treatment.

PET CARE AND MONITORING:

    • You will be required to provide us with the exact date of the last worming/flea/tick treatment and details of products used for worming and flea/tick treatment before arrival at the pet hotel. These are preferred to be done at least 1 week prior to boarding, when possible, in case of any adverse reactions;
    • Pets found to have fleas/worms/ticks will be treated appropriately and charged accordingly. We cannot be held responsible if your pet catches fleas. We ask you to ensure that the pets coming into the hotel are suitably covered;
    • In our animal booking form, owners are asked to provide any history of health or behavioural problems that could reoccur while boarding and to draw our attention to any potential problems, phobias (or vices!) their dogs may have. The more we know about your dog, the more settled we can make them and create a safer environment for our staff.
    • Owners must provide accurate and complete information regarding their dog’s health, behaviour and vaccination history prior to boarding, and must disclose any known medical conditions, including but not limited to seizures. Failure to disclose relevant information may result in the immediate termination of the stay without refund if the dog is deemed to pose a risk to staff, other animals or itself. While every reasonable care is taken for the safety and wellbeing of all pets, Wags and Whiskers Pet Hotel and Spa Ltd cannot guarantee continuous physical supervision, particularly overnight. Owners acknowledge that episodes related to pre-existing conditions may occur despite appropriate care, and Wags and Whiskers Pet Hotel and Spa Ltd shall not be held liable for such events except in cases of proven negligence.
    • Pregnant dogs and dogs in season cannot be accepted.

Owners acknowledge that dogs staying in a boarding environment may experience temporary stress or minor health symptoms due to a change in routine, environment, or interaction with other dogs.

Such symptoms may include digestive upset, reduced appetite, coughing, or mild lethargy and do not necessarily indicate illness or negligence on the part of Wags & Whiskers Pet Hotel & Spa Ltd.

Dogs in Season (Heat)

Wags & Whiskers Pet Hotel & Spa may, at its sole discretion, accept female dogs in season. A 50% surcharge will apply for each day the dog remains in season during their stay.

Dogs in season will be managed as best as possible to minimise disruption to other boarders. Acceptance is not guaranteed and is subject to management’s discretion at the time of booking and/or arrival.

If, in the opinion of management, the dog’s presence causes welfare, safety, or operational concerns, the owner or their emergency contact may be required to arrange immediate collection.

Flea Infestation Surcharge

All dogs must be treated for fleas and ticks using veterinary-supplied products within 4 weeks of arrival. Owners must provide treatment details prior to boarding. If, during or shortly after your dog’s stay, a flea infestation is reasonably suspected to have originated from your pet (e.g. through inspection, timing of symptoms, or outbreak tracing), Wags & Whiskers Pet Hotel & Spa Ltd reserves the right to apply a surcharge of 50% of the total stay cost.

This covers the cost of:

  • Deep cleaning and treatment of affected areas
  • Treatment for other pets (if needed)
  • Operational disruption caused by the infestation

MEDICATION:

Owners of pets with pre-existing medical conditions will need to provide further information. Medication or supplements will be administered according to your clear and precise instructions, but at the owner’s risk. Please be aware that Wags and Whiskers Pet Hotel cannot assume responsibility for any adverse reactions to medications or supplements, or for complications arising from pre-existing medical conditions, including pets requiring ongoing or complex care such as diabetic injections.

An additional fee will be charged for administering medication. (Please note the fee depends on the medication required, frequency and how it needs to be administered.)

EMERGENCY AND VETERINARY CARE:

Where a pet has a pre-existing medical condition, owners acknowledge that symptoms or episodes may arise during boarding despite appropriate care and without fault on the part of Wags & Whiskers Pet Hotel & Spa Ltd.

You will need to provide us with your vet’s details, if covered by insurance also include the insurance company and policy number.

In case of an emergency or illness, Wags and Whiskers Pet Hotel will make all reasonable efforts to contact you and/or your emergency contact.

If no contact can be established, the course of action will be determined at the discretion of the Wags and Whiskers Pet Hotel and Spa management team. Veterinary treatment will be provided by our designated vet unless otherwise specified.

If neither you nor your emergency contact can be reached, the management of Wags & Whiskers Pet Hotel & Spa will take advice from our local designated veterinary practice and make decisions based on the health and well-being of the dog. Dog owners will bear all associated costs.

If euthanasia is recommended on humane grounds by the vet, Wags & Whiskers Pet Hotel & Spa will make every effort to try to contact you or your emergency contact prior to making this decision. However, Wags & Whiskers Pet Hotel & Spa will not unnecessarily prolong the suffering of a dog.

Wags & Whiskers Pet Hotel & Spa reserves the right to refuse admission or request an owner to collect a pet who is deemed too sick to board or if a pet is deemed too aggressive and a risk to the health and safety of our staff and other dogs. No refund can be given in these circumstances.

VETERINARY FEES:

  • If while your pet is staying with us they need veterinary advice and/or treatment, we will where possible use your own vets, however we reserve the right to use our registered Vet (Bridge Vets in Burnham on Sea.)
  • Owners will be responsible for the full cost of any treatment required.
  • While every reasonable care is taken for the safety and wellbeing of all pets, boarding is undertaken at the owner’s risk. Wags & Whiskers Pet Hotel & Spa Ltd shall not be liable for illness, injury, loss or death except where caused by proven negligence. We recommend you obtain vet insurance cover that covers your pets whilst in boarding facilities.
  • All veterinary fees resulting from a pre-existing condition or illness of a boarder will be your sole responsibility; you agree to promptly settle these veterinary fees.

Doggy Day Care:  

MEET & GREET REQUIREMENT

All dogs must attend a Meet & Greet before any services can be booked. This is mandatory to ensure your pet is a good fit for our environment.

DOG SUITABILITY

We do not accept dogs:

  • That have displayed aggression toward people or other animals
  • That are registered under the Dangerous Dogs Act 1991
  • That are in season or pregnant

For welfare and safety reasons, female dogs are not permitted to attend Doggy Day Care while in season and may only return a minimum of 7 days after the season has fully ended.

Dogs showing signs of behavioral issues while in our care may require reevaluation.

PAYMENTS & SUBSCRIPTIONS

Payment is due upon booking unless you are on a subscription plan.

Subscription fees are charged on the 1st of each month and calculated over 51 weeks (we are closed one week between Christmas and New Year).

Subscription guarantees a regular place on agreed days.

Payment methods accepted: Bank transfer, Credit/Debit card, or Cash. We do not accept cheques or American Express.

CANCELLATIONS & REFUNDS

Daycare cancellations require a minimum of 48 hours’ notice for a full refund.

No refunds will be issued for early collection.

Late collection beyond operating hours will incur additional charges.

OPERATING HOURS

Daycare: Monday to Friday, 7:00am – 7:00pm

Drop-Off: 7:00am – 9:00am

Collection: 4:00pm – 7:00pm (Half-day: 12:00pm)

Strict drop-off and pick-up policies are in place. A collection/drop-off service may be arranged within our local area for an additional charge.

FOOD & BELONGINGS

All food must be provided by the owner.

FORCE MAJEURE

Wags & Whiskers Pet Hotel & Spa Ltd is not liable for any delay or failure to perform its services where such delay or failure is caused by events outside our reasonable control. These events may include, but are not limited to, severe weather, natural disasters, pandemics, government restrictions, war, civil unrest, strikes, or similar unforeseen circumstances.

In the event that a Force Majeure situation affects our ability to provide services, we will make all reasonable efforts to notify you as soon as possible and advise you of any impact on your booking.

GOVERNING LAW AND JURISDICTION:

These Terms and Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Wags & Whiskers Pet Hotel & Spa
Terms & Conditions
Version: April 2026

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