Resort Policies
Reservations are only requests and are not confirmed until the required deposit is made. Deposits will automatically be withdrawn from the credit card registered with the account within 24 hours unless an alternate payment method is called into the resort. If the attempted deposit is declined and is not made within 24 hours of booking, the reservation request will expire and will need to be made again.
Boarding deposits are $25 for non-Holiday reservations.
Boarding deposits are equal to two nights stay for any reservation that includes New Years, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving or Christmas.
The balance of boarding reservations will be due upon check-in after confirming the pickup date.
Grooming deposits are equal to 50% of the quoted grooming service.
REFUNDS on boarding deposits are permitted in the following cases:
If the reservation is canceled within the first 24 hours of the original booking (accidental booking or immediate change of plans).
For non-holiday reservations, the deposit is refundable if the arrival date is at least 48 hours in the future.
For holiday reservations (New Year’s, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas), the cancellation must take place at least 10 days before arrival in order to receive a refund.
Upon arrival, the checkout date will be confirmed and any remaining balance on the reservation will be due. Please use this opportunity to confirm your expected pickup date as no refunds are issued for checking out early.
Reservations that include the following major holidays require a minimum 3-night stay:
New Year’s, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
Reservations that take place between Memorial Day and Labor Day that include either a Friday or a Saturday must also be a minimum of 3 nights in duration.
Check-in time begins at 2 PM the scheduled day of arrival.
If an early drop-off (before 2 PM) is needed then the previous night must also be reserved to prevent arriving before the previous guest has checked out and the room has had sufficient time to be sanitized and disinfected. If the previous night is not available please contact the front desk when booking your reservation so they can try to assist you.
Departures end at 12 PM (Noon) the scheduled day of departure.
Late departures: If you are not able to check out by our 12 PM cut off you will be charged an additional nights stay and your pups may still have to vacate the room. We wish there did not have to be a hard cut off to the pick up time but most reservations are back to back meaning the next guest is entitled to that room as soon as you are scheduled to leave. If you think you will not be able to pickup by the 12 PM cutoff time when booking your reservation please go ahead and book an additional night. This has two benefits: 1st it gives you and your pets an additional 24 hour window to safely remain in their rooms awaiting pickup and 2nd it prevents next arrival from forcing your pup out of the room before you arrive putting your pet and our staff at risk as we try to find safe accommodations until pickup is made.
We proudly offer complimentary premium raised Kuranda cots in every room, however, to maintain our industry-leading cleanliness the only bedding from home permitted in our facility are blankets, towels and similarly sized items that are easily washable in our washing machines. This is to ensure that all bedding in the facility remains fresh and sanitary during your pets’ entire stay.
Please note – when bringing blankets please keep them twin size or smaller as full size, queen, and king blankets are very difficult if not impossible to wash in our washing machines.
If your dog is used to sleeping on a dog bed or foam/plush mat at home we recommend a couple of days before arrival to add a blanket or towel you plan to bring with them in the mix. This will help bring a familiar scent with them when they move into their rooms at the resort.
A hard copy of your pet’s vaccinations must be on file showing they are current with:
Dogs: (16 weeks or older) Rabies, Distemper and Bordetella
Cats: (16 weeks or older) Rabies and have had FVRCP (Feline Viral Rhinotracheitis (herpes), Calici, Panleukopenia) within the past 5 years
We encourage you to bring your own food as this is easier on their stomach, but we will happily provide Taste of the Wild premium dry dog food for a small fee per cup.
Please feel free to bring any toys that will make your pets’ stay more enjoyable. Please note, however, that toys are removed at night and replaced every morning as a safety precaution.