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Terms & Conditions

What you need to know

BOOKINGS

MINIMUM DURATION

  • We require a minimum stay of 3 nights at peak times such as weekends, bank holidays and school holidays subject to availability.

DEPOSITS, PAYMENTS AND CANCELLATIONS

  • A 50% deposit on the total amount of a booking amount must be paid, in order to for a booking to be accepted;
  • Full payment is to be made 7 days before arrival in order to guarantee your booking;
  • Payments can be made by credit/debit card or cash. Neither American Express nor cheques are accepted.

All deposits and fees are non-refundable unless 30 days notice has been given prior to arrival and must be in written format.

OPENING HOURS

OFFICE HOURS

  • Daily MONDAY – SUNDAY including bank holidays  between 7.30am – 6pm
  • Booking enquiries by telephone can be made between 7.30am – 8.00 pm

OVERNIGHT DOG BOARDING ARRIVALS AND DEPARTURES

Daily

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

DAY TIME DOG BOARDING ARRIVALS AND DEPARTURES

Daily

  • Check In time 7.30am  – 12pm
  • Check Out time 3pm –  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. Please note that boarding is entirely 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 provide a refund in the case of pets collected earlier than the agreed dates.

LATE COLLECTION

  • In exceptional unforeseen circumstances where you are unable to collect your dog(s), we will try our best to accommodate your dogs at our usual rates. However, if there is no available accommodation then we reserve the right to seek alternative boarding facility as locally as possible.

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 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 cost 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.

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 all personal belongings. Given the dynamic play setting, we cannot be sure that each ball and toy will retain its original condition.

PHOTOGRAPHY

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 the gates are always 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.

HEALTH & HYGIENE

ENRICHMENT:

DAILY COMPULSORY EXERCISE/ENRICHMENT OPPORTUNITIES

  • Two 20 minutes exercise opportunities per day (as a minimum) depending on booking requirements of the following:
    • Off lead exercise compound on their own
    • Off lead exercise compound accompanied by a staff member
    • Off lead exercise compound Interactions with other dogs (where appropriate and consent has been provided by the owner)
    • On lead local site walk
  • Two enrichment opportunities of the following:
    • Puzzle feeders
    • Access to a variety of dog toys
    • Dog chew (if appropriate to breed)
    • Treats/snacks used as part of interaction throughout the day (where appropriate)

SOCIALISING

  • For those dogs that enjoy and thrive in the company of other dogs outside of their immediate doggy family. Our staff can take a mixture of dogs, both on and off the lead either on a walk or whilst in our larger securely fenced exercise facilities.
  • This is subject to accurate social skills being provided by the owner and agreement that Wag & Whiskers Pet Hotel & Spa cannot be held liable for any injuries or resulting perceived behavioural changes that may occur during a social interaction with another dogs.

FOOD & TREATS

  • We believe in offering a balanced and nutritious diet using the Arden Grange range. 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)
    • Canine Parainfluenza virus (CPi)
    • 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.
  • 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 a current vaccination certificates.

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 form owners are asked to provide any history of health or behavioural problems that could reoccur while boarding and to draw 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;
  • Pregnant dogs cannot be accepted, and dogs in season are boarded at the owner’s risk. Please notify us if your dog will be in season before arrival so we can place her away from intact males;
  • Owners of pets with pre-existing medical conditions will need to provide further information;
  • Medication or supplements will be administered according to your instructions. Please be aware that Wags and Whiskers Pet Hotel cannot assume responsibility for any adverse reactions to medications or supplements, including pets requiring diabetic injections.

EMERGENCY AND VETERINARY CARE:

  • You will need to provide us with your pet’s insurance details, this includes the insurance company and policy number.
  • In case of an emergency or illness, Wags and Whiskers Pet Hotel will make 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 management.
  • 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 practise and make decisions based on the health and well being of the dog. You 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.
  • I understand that while every care will be given to my dogs they are boarding entirely at my own risk. I authorise you to call a veterinary surgeon on my behalf should it become necessary.
  • 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 others. No refund can be given in these circumstances.

VETERINARY FEES:

  • If, at our discretion, it is necessary to engage a veterinarian for any pet health condition or illness, all related expenses shall be the responsibility of the owner unless the condition directly results from an accident or illness that occurred during the pet’s boarding and was caused by our negligence.
  • Any veterinary fees incurred due to a current condition/illness of a boarder will be paid fully by the owner.
  • The owner will pay any veterinary practise fees either directly to the vet practice or to Wags & Whiskers Pet Hotel & Spa .
  • 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.

 PERMISSION FOR VETERINARY TREATMENTS:

  • I hereby grant permission to Wags & Whiskers Pet Hotel & Spa to authorise emergency veterinary treatment for my dog(s) in my absence if necessary.
  • I acknowledge that Wags & Whiskers Pet Hotel & Spa will make every effort to contact the emergency number I have provided in order to provide me with up-to-date information regarding any required medical care for my dog(s).
  • I understand and agree that Wags & Whiskers Pet Hotel & Spa may contact my pet’s registered veterinarian for necessary details or in case of an emergency.
  • While Wags & Whiskers Pet Hotel & Spa strives to provide the utmost care and attention to each boarded dog, I acknowledge that Wags & Whiskers Pet Hotel & Spa cannot be held responsible for any losses, whether due to illness or any other cause.
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