Q. How do I book my dog or cat for services?
A. Set up an account with us from our website through PetSitClick located at the bottom of the page http://www.petpawsitive.ca/dog-vacation-services-.html. Select Create Account Button, when directed to an automatic login page completely exit out of that page and go back to the website and select "Login into my account" Button, your user email is your user id and your password is what you set up. Create a profile for each of your pets by selecting the PETS TAB, including vet info, feeding, medication etc instructions, once completed request services by selecting SERVICES TAB, from there select your service ie. 1 dog 4hr social assessment and type in the text field what day and time you wish to drop off your pets. Once we contact your vet to confirm all vaccines are up to date and that your dog is spayed or neutered if older than 6 months than you will receive an email either confirming, pending or declining your request. Please read the email and reply if necessary.
Q. Why do I have to set up an account online?
A. PPLPR operates solely on PetSitClick which is a multi-functioning web based
software that allows clients to book services, cancel services, change services,
update care instructions, and personal contact info. PPLPR uses the same
system to schedule & invoice clients at our convenience. This allows staff to
focus on supervising all guests in our care instead of being on the phone.
Q. Is there a cancel fee when cancelling services?
A. PPLPR's Cancellation Policy
PPLPR does not provide refunds, when credit is due your account will be credited accordingly.
PPLPR requires a 50% deposit at time of booking for all vacationing requests to secure clients bookings.
All cancellations must be received through your customer portal to be cancelled, the date the cancellation request submitted is the date that will be noted as the cancellation notification date. If cancellations are not received through PetSitClick or the client does not cancel their stay, they will be invoiced as a "No Show" for full rate of their stay.
Non-Peak Season - (Dogs) PPLPR charges $15 cancellation fee per night per suite unless 14 days notice is provided prior to the first day booked by the client through PetSitClick ONLY. If the 14 days notice is provided the full deposit will be credited to clients account, if the 14 day notice is not provided the client's account will be credited the deposit minus the $15 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.
Non-Peak Season - (Cats) PPLPR charges $10 cancellation fee per night per suite unless 14 days notice is provided by the client through PetSitClick ONLY. If the 14 days notice is provided the full deposit will be credited to clients account, if the 14 day notice is not provided the client's account will be credited the deposit minus the $10 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.
Peak Season - (Dogs) PPLPR charges a $25 cancellation fee per night per suite unless 30 days notice is provided by the client through PetSitClick ONLY. If the 30 days notice is provided the full deposit will be credited to clients account, if the 30 day notice is NOT provided the client's account will be credited the deposit minus the $25 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.
Peak Season - (Cats) PPLPR charges a $12.50 cancellation fee per night per suite unless 30 days notice is provided by the client through PetSitClick ONLY. If the 30 days notice is provided the full deposit will be credited to clients account, if the 30 day notice is NOT provided the client's account will be credited the deposit minus the $12.50 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.
Non-Peak Season -February, April, October, November
Peak Season - January, March, May-September, December
Pre-paid Daycare Packages: No Credits/refunds will be granted. No Exceptions. Prepaid Daycare packages cannot be used toward vacationing Services or any other service other than daycare. All pre-paid daycare packages expire within 60 days.
Q. Is there a deposit required when booking services?
A. PPLPR requires a 50% deposit when scheduling vacation services, daycare only services do not require a deposit.
Q. I can't remember my password for PetSitClick, what do I do?
A. Contact PPLPR and our staff will reset your password for you. Do NOT start a new account, we can only have one account per client.
Q.I unsubscribed to your email list by accident, how do I resubscribe?
A. Contact our PPLPR's Staff and we will resubscribe you.
Q. Why do you require a 4 hr social assessment for all dogs and what does it entail?
A. We require all dogs to complete and pass a 4 hr social assessment so we can determine whether or not your pup will thrive in a social environment like PPLPR has to offer. This is to ensure the safety of your dog but also the safety of our staff and other furry guests that attend our facility. We will not accept any dogs that show signs of aggression, severe separation anxiety or that are severely stressed or that barks excessively. We will however, work with you and your dog to help better socialize them and help them overcome any anxiety as long as aggression is not presented under any circumstances.
Q. What do I need to bring for the 4 hr social assessment?
A. Please do not bring anything with you other than your dog(s) on leash. We only have 4 hrs to work with your dog therefore it's not feasible to feed them, as we require 1 hr downtime before and after meals.
Q. Do I stay during the 4 hr social assessment?
A. No, we actually do a very a quick transfer of care for the first time your dog(s) arrive, we take the leash from you and ask you to leave immediately, this is because your dog(s) will look to you for comfort in a strange place with strange people and we want your dog(s) to look for comfort from our staff which helps with the bonding process. When you return to pick up your dog(s) then we will discuss how it went and provide our recommendations if any.
Q. I keep being reminded not to greet my dog(s) in an excited manner when I pick them up, why is this?
A. Our number one behaviour that we are constantly working with is separation anxiety, this is a behaviour that can already exist with your dog or they can develop it. We recommend ignoring your dog until they are completely calm and ready to sit to have their leash put on and remaining calm with them until you at least exit the building. Greeting your dog with excitement only excites your dog and causes them to focus on receiving that greeting each time they are dropped off which prevents them from relaxing and having fun at daycare because they are constantly anticipating the excitement of your arrival.
Q. Why do I have to remove my dog(s) leash and collar when they arrive?
A. All dog(s) must be collar and leash free when they are in any area past the reception area, this is for safety reasons, as most dogs play by grabbing the neck and they are at risk of having their mouth and teeth caught on another dogs collar which can cause both dogs extreme harm and possibly even death.
Q. Is there a risk of my dog escaping the facility without a collar on?
A. PPLPR's facility is double gated at the entrance and there are no other exterior gates accessible to escape the outdoor courtyard. Our fence is an industrial 6 ft fence and is secured down to pavement. If your dog is a jumper or climber and can climb a 6 ft fence then we will not accept your dog into our facility.
Q. Will my dog have access to water the whole time they are at PPLPR (daycare and vacationing services)?
A. YES, Absolutely, we guarantee that each room accessible to dog(s) & cat(s) has a clean water bowl with fresh water at all times, this includes the indoor courtyard, outdoor courtyard, doggie lounge, villa & each individual suite. It is very important to us that all dogs have access to water at all times.
Q. If dog(s) have water all the time how do you prevent accidents and maintain house training methods at your facility?
A. At PPLPR we ensure that all dogs are rotated out into the outdoor courtyard approximately every 2 hours which is a huge part of accident prevention and helps maintain house training.
Q. Do the suites have a run for the dogs to go outside?
A. No, none of our suites have outdoor access, as all dogs we accept into our facility will be active in daycare throughout the day and will have be outside once every 2 hours between 7am and 10pm each day.
Q. My dog has health problems and cannot hold their bladder for the duration between 10pm and 7pm at night, what is your solution for that?
A. If this is the case then we will not accept your dog for vacationing services, as last chance pee is 10pm and first chance pee is 7am. We do not want any pets doing their business in their suites at any time.
Q. My dog eats 3 meals a day. are you able to accommodate their meal schedule?
A. Yes, we will accommodate a 3 or even 4 meal schedule, if your dog is with us during their meal times then we will feed them, keeping in mind that we ensure your dog will have 1 hour downtime before and after meals to prevent "bloating" which is a very serious and life threatening ailment. If your dog is only with us for 1/2 day daycare than we recommend not having them fed when they are here due to only receiving 3 hrs of playtime but if its a must than we will gladly feed them.
Q. What do I need to bring for my dog(s) for a daycare day?
A. Do not bring toys, blankets, beds for daycare, only if there is a possibility they may have to spend the night. Only bring meals if they are being fed during their time with us.
Q. What is the earliest I can drop off my pet(s) and the latest I can pick them up?
A. 7am is absolute earliest we can accept drop offs without charging a surcharge, we prefer 730am though to allow us time to feed our vacationing dogs. Due to the surcharge for early arrives before 7am it may be more affordable to have your pets vacation the night before. 930pm is the latest for pick ups, if going to be later than 930pm than we will schedule your pets for an overnight.
Q. What if I'm going to be late dropping off or picking up my pet?
A. If ever a client is late either dropping off or picking up their pets PPLPR requires clients to notify us through PetSitClick Mobile App their pick up time is changing and contact the resort to verbally notify staff as well. We do not charge a late fee but client will be charged the flat hourly rate if the pets stay exceeds the time already paid for.
Q. What do I need to bring for my pets to vacation at PPLPR?
A. Pre-portioned meals to fulfill the meals they will be with us plus meals to accommodate to extra days in case of a delay. or their pets personal scoop used to measure their food if bringing bulk. A blanket from home, safe toys and their beds if you wish, NO RAWHIDE, medications if needed. DO NOT BRING BOWLS OR KITTY LITTER, unless your pets have a special bowl for medical needs or your cat requires special litter other than clay clumping litter.
Q. How am I assured that PPLPR is caring for my furbaby properly?
A. All clients are encouraged to double check the care instructions on each pets profile through petsitclick before booking their services with us. This ensures we have the proper care instructions and we print these instructions off and follow as written. We also cover these instructions at check in time as well.
Q. What can I do to ensure a speedy check in for my pets if I'm under a time crunch?
A. We recommend that you update your pets profile with all relevant info, feeding, medications, vet info, 2 emergency contacts other than yourself priorto dropping off your pets so then we just need to collect payment at time of check in. This will ensure a quick process.
Q. What are your hours for staffing the resort and how long will my pets be alone for in the facility?
A. PPLPR is staffed from 7am-10pm, 365 days per year, the owner lives on site above the Pawsitive Villa (suites) so someone is always on site. The facility is equipped with an industrial fire alarm system and an anti theft alarm system to ensure the safety of our guests and staff.
Q. My pet is diabetic, are you able to feed and give injections and is there an extra charge for this?
A. PPLPR is highly trained to care for diabetic pets as the owners dog, Sirus is diabetic and he attends daycare and vacations at the resort frequently. We feed according to his schedule and give injections as well at no extra charge. Please keep in mind that we do not feed earlier than 730 am so please adjust your pets feeding accordingly prior to their vacation dates with us.
Q. How do I know that my pets are doing well while they are at PPLPR?
A. Our staff at PPLPR always do our best to show clients that their pets are doing well by posting pics on our facebook and instagram, sometimes we even post videos too, we know how important it is to check in on your loved ones. If for any reason we feel your pet is not doing well we will contact you via email, text or call to discuss the matter as we want your pets to do well too while they are in our care.
Q. If I purchase a prepaid daycare package what happens if I don't use all the days within the 60 days?
A. All prepaid daycare packages offer substantial savings to our clients which expire within 60 days, if there are any days not used within the 60 days of the package being purchased then the client loses those days, there are refunds or credits given for prepaid packages.
Q. Is it ok to drop off my pet on the same day I need services?
A. Yes, for clients that require same day services we ask that you submit your service request through PetSitClick and call the resort to give them a heads up that you are coming.
Q. Do you give a discount for multiples staying sharing one suite?
A. Yes we do, however for safety reasons we only allow dogs that live together in the same household to share a suite.
Q. I'm going away for an extended period of time, do you give discounts for booking an extended stay?
A. Yes we do, when booking 7 nights or longer consecutively, every 7th night is FREE.
Q. How do your vacationing rates work?
A. Our vacationing rates are based on a 24 hr basis, eg. FOR DOGS, If you drop off your dog at noon on Friday and pick up at 4pm Sunday you will be charged for 2 nights (from noon-noon) then daycare charges will apply from noon on Sunday to 4pm. FOR CATS, we charge the same on a 24 hr basis however, same scenario as the dogs, there will be a flat rate $10 fee (half day) for the extended time after the 24 hrs.
Q. My dog loves being walked, do you offering dog walks during their vacation?
A. No, we do not take dogs off our premises during their stay at PPLPR. All dogs that vacation at our resort receive adequate exercise and stimulation in our daycare setting socializing and playing with our daycare dogs.
Q. Does my dog have to attend daycare on a regular basis to be able to vacation at PPLPR?
A. No, your dog does not have to attend daycare on a regular basis but they do have to be comfortable in our daycare environment and if booking a long stay we do recommend your pup attends daycare for a few days leading up to their to their vacation if they don't attend our daycare regularly. . We recommend this to allow your dog to be as comfortable as possible with us, we want your dog to thrive while they are with us and enjoy their time with us, sometimes it takes a few 1/2 days of play to get reacquainted with our staff, facility and the dogs.
As you can imagine we get asked quite a few questions regarding our facility, services & care we provide, so we have posted the most common questions with answers below to save you time and help you decide whether or not we are the right fit for your furbabies.