07/03/2023
To all of our valued clients:
We have recently had to implement a few changes to our boarding policy, and we wanted to make sure everyone is aware. While we are always here for our clients and we do understand plans change we have had a lot of clients who pick up a day or 2 early or not show up at all for their bookings without notice. This is very frustrating, results in us turning away valued clients and actually lose money as we staff according to the numbers expected.
In the past these impacts were less significant but since Covid our boarding numbers have grown to the point that our facilities are full during peak periods and we have wait list. The current practice of not providing notice of your boarding changes is not sustainable on a business perspective. We are seeing unnecessary increases in staffing costs and losses in boarding profits. We have always strived to be as accomodating as possible, but it's getting to the point where people are really starting to take advantage of this kindness and as a business, we are suffering for it.
We truly hope you understand where we are coming from on this matter. We truly love and appreciate all of our clients like a family, and can't wait to continue to build and grow our relationships with you and your pets over the coming years. ❤️
Our new booking policy for boarding clients:
- All reservations must be pre-booked.
- A $50 deposit is due at the time of booking to reserve your spot. If cancelation is made more than 48 hours before your reservation, we can refund the deposit or apply a credit to your account, whichever you prefer. If cancelation is requested within 48 hours of your reservation, or you do not show up, no refund or credit will be given for your deposit. If you already have a booking with us the $50 deposit will not apply for this upcoming stay, but any future stays.
- Payment is due in full at drop off.
- If your stay is extended, or services are added, payment for outstanding balance is due at the time of pick up.
- During our peak seasons (June-August, all long weekends & holidays), there will be no refunds for early pick up.
- We accept debit, credit or cash.
- Deposits can be paid by credit card or e-transfer at time of booking.
Please reach out to us if you have any questions about this new policy change, and again, we really appreciate your continued support and understanding.
