What was that again? Frequently Barked Questions
Are reservations required for boarding or grooming?
YES. Reservations will ensure that we have a boarding room or grooming appointment available. We would like to know approximately what time you expect to drop off and pick up your pet.
How far in advance should reservations be made?
We recommend that you make reservations as soon as you have planned your trip. During certain times of the year we sell out of our rooms and our reservations are given out on a first-come, first-served basis. Summer, Spring breaks, and major holidays are our busiest times of the year.
Do I need a deposit to hold my reservation?
Yes, we require a $25 deposit for each room and require a $50 deposit for each room during major holidays and peak times. We also reserve the right to charge a 3 day minimum and peak rates for sold out times. Ask a customer service representative for details. Your deposit is processed at the time your reservation is made, and it is applied to your total upon check-out. We have a three-day minimum cancellation policy. For example, if you are to arrive on a Friday, you must cancel by Tuesday at 8:00PM in order to obtain a deposit refund. You do not have a confirmed reservation until your deposit is received.
What do I need to check in?
Vaccination Records – Bring vaccination records that show your pet is current on all required vaccinations. We make no exceptions to our vaccination policies and we cannot accept your pet without proof of current vaccinations. Vaccine updates must be administered at least 5 days prior to your scheduled arrival date.
Personal Items – You may bring beds, chew toys, or any manageable item that will enhance your pet’s stay (while we take every possible precaution to return all belongings in good condition, we recommend cherished items stay at home). We ask that for your pet’s safety you do not bring any item that is glass or ceramic.
Food – If you choose not to use our food you can bring your own. Please pre-portion each meal in a baggie. There is no charge for special feeding. We provide all food and water bowls.
Medicine – We administer medication free of charge however we do not give injections or shots.
Emergency Contact Numbers – We request two numbers. We prefer your cell number and another number of a trusted friend, relative, or neighbor.
Can I bring my own food?
YES. We serve IAMS brand pet food. However, we will be glad to give your pet any food that you bring for them. We have microwave ovens, refrigerators, and freezers to accommodate special dietary needs; there is no stove top preparation. Please contact your resort of choice to discuss the possibility of accommodating raw diets. Raw diet restrictions apply. Please call your nearest resort for details.
Can both of my dogs stay in the same room? Can both my cats stay in the same room?
While dogs and cats can’t share the same room, you dogs (up to three) can share a room. Also, your cats (up to two in a condo and up to four in a villa) can share the same room. There is a 50% discount for the second and third pet sharing a room.
When do charges begin and end?
Charging for Boarding begins the day of drop off regardless of what time the pet is dropped off. In order not to be charged the day of departure, check out must be done by noon, any departure after noon occurs an additional days charge. Charging for daycare is a flat daily rate and is only considered daycare if he or she has dropped off and picked up in the same day. At no time, can overnight stays be converted to daycare charges. Any daycare that stays overnight will be charged overnight boarding rates and activity fees if picked up before 12 noon. Any daycare that stays overnight and picks up after 12 noon the next day will be charged for two overnight boarding days and all applicable activity fees.
What if my pet needs veterinary care while staying at PetSuites?
If your pet needs veterinary care while during his or her stay PetSuites will try to consult with your pet’s primary veterinarian. If this is not possible, we work with several local veterinarians to resolve any medical situation that may arise.
Can I have a tour of the resort?
YES! We love to show off our pet resort and you are more than welcome to tour anytime during our business hours. Once you have seen and smelled the PetSuites® difference we are confident that you will not want to board your pet anywhere else!
Is the PetSuites facility climate controlled?
YES! PetSuites is 100% climate controlled for your dog or cat’s ultimate comfort.
What are PetSuites business hours?
We are open 6:30 a.m. to 8 p.m. daily except for the following holidays: New Year’s Day, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas. We close at 2 p.m. on Christmas Eve and New Year’s Eve. Pet Care staff is here every holiday to service each of your pet's needs, however, the lobby is closed for check-ins and checkouts, and we do not answer the phones.