Terms & Conditions
BOOKINGS
Bookings can be made at: www.https://wagsandwhiskerspethotel.com or
by telephone at 0330 133 8654.
DEPOSITS, PAYMENTS AND CANCELLATIONS
Bookings are only accepted but not guaranteed once a 50% deposit on the total amount of a booking, has been received. However, booking is guaranteed only after full payment.
Full payment must be made 7 days prior to arrival in order to guarantee your booking;
Payments can be made by bank transfer, credit/debit card or cash. Neither American Express nor cheques are accepted.
CANCELLATIONS, AMENDMENTS & REFUND POLICY
If for any reason you have to cancel or amend your booking, a 30 day or more notice must be given prior to your arrival for a full refund of monies paid. If your pet is insured you may be able to claim from them 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 9am – 5:30pm
Booking enquiries by telephone can be made between 9.00am – 5.30pm
OVERNIGHT DOG BOARDING ARRIVALS AND DEPARTURES
Daily
Check In time 3pm – 5pm
Check Out time 10am – 12pm
(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 – 12pm
Check Out time 3pm – 6 pm
Check Outs past 6pm are not possible and the dog(s) will have to stay for an additional night. Charges may apply.
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 number 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 daily 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
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 our website or social media are available upon request for a fee.
SOCIAL MEDIA
During their stay, we may 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 must be inoculated at least 14 days prior to arrival)
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 can or will be accepted without the current vaccination certificates required.
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 re-occur 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.
Pregnant dogs and dogs in season cannot be accepted.
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. 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.
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:
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 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.
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. We take every care while your pets are boarding with us, boarding is entirely at the owner’s risks. We cannot be held responsible for loss of life or illness from whatever cause. 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.
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).
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
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.
I understand and accept all terms and conditions.
Please Refer to FAQ for up to date processes and information regarding your dog's stay.
