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Frequently Asked Questions
Click on a question to go directly to the answer. To read the answers to all of the questions listed, click here. We have attempted to answer the questions that people ask us most often.
If you have any other questions, please don't hesitate to call us.
Q: What can I bring for my dog's
stay?
Q:
What is included in the
nightly rate?
Q:
Are there any hidden fees?
Q:
Can I just stop by for a tour?
Q:
Can I get a tour when I drop off
my dog?
Q:
Can my dog come with me on my
tour?
Q:
Can my dogs share a room?
Q:
Why do you only have
appointment times some days?
Q:
Why are your hours so
weird?
Q:
What is 24/7 access?
Q:
Why don't you take new
customers during the Thanksgiving and Christmas holidays?
Q:
Are there minimum stay
requirements?
Q:
What type of food do you
serve?
Q:
Can I bring my own food?
Q:
Can I bring homemade,
canned, or mixed food?
Q:
What vaccinations are required to
board my dog?
Q:
How long is my
dog's Bordetella vaccine valid?
Q:
Why do I have to pay a
deposit? Can I get it back if my plans change?
Q:
Will I get confirmation that you received my deposit check?
Q:
What is your
cancellation policy?
Q:
What if my trip is shortened
or extended while I'm away?
Q:
What if there is severe
weather (i.e. storms or snow)?
Q:
What if my dog gets sick during
his/her stay?
Q:
How do you know which dogs to
group together for playgroups?
Q:
My dog has attacked or bit
people or dogs in the past. Can I still
board him with you?
Q:
I brought my dog home and I
noticed he is limping and he seems very tired.Did something happen?
Q:
What if my dog has an
accident in his/her room?
Q:
Is it ok if I call to check on
my dog while I'm away?
Q:
Does my dog have to wear a
collar during his stay?
Q:
What's with the gravel
play yards?
Q:
Why
don't you have grass?
Answers
A: What
can I bring for my dog's stay?
You are
welcome to bring anything you feel comfortable leaving your dog alone in a room
with. The rooms have painted concrete
floors, so bringing something to lie on is encouraged. Your dog will be more comfortable and adjust
much more quickly if there is something in the room that smells like home. If your dog normally gets treats at home,
please bring some of those too! You do
not need to bring bowls, unless your dog uses raised dishes. Stainless steel dishes are provided for all
of our guests. We do not allow anything
that will shatter or break, or any feather or down bedding of any kind. Please remember that your dog may become
curious during the stay and may want to find out what's inside the
bedding. For this reason, we recommend
blankets, sheets, or towels, rather than expensive pet beds. These types of bedding are also easy for us
to wash if your dog has an accident. We
are not responsible for any destruction your dog does to his/her personal
belongings.
Back to the Questions at the top >
A: What
is included in the nightly rate?
The nightly
rate includes a 5' x 20' fully enclosed, heated and air conditioned painted
concrete room with a window. Also
included are three ½ hour playtimes each day, with other dogs of compatible
temperament. The exceptions are
Wednesday, Sunday, and major holidays, when there are two playgroups per day. Feedings, and administration of pill
medications, or medications which can be put directly in the food is also
included, but can ONLY be done up to twice per day.
Back to the Questions at the top >
A: Are
there any hidden fees?
All of our
fees are posted here. Our facility works exactly like hotel, with check-in
during the afternoon, and check-out in the morning. We do allow you to drop off in the morning
for an additional fee, or to pick up your dog in the afternoon, for an
additional fee. We do charge extra for
administering eye, ear, or body medications of any kind. We impose an additional $5 per day fee for
any dog who is not spayed or neutered. However, we are no longer accept new dogs who are over the age of 6 months and who are not spayed or neutered. A
$60 no-show fee applies if you do not show up for a scheduled drop-off or pick-up,
and you do not call to tell us you won't be coming. A $25 late cancel fee applies to off-season
reservations cancelled after 7:00AM the day prior to your scheduled
check-in. Appointment fees vary and may
be imposed if you arrive late for your scheduled appointment time, while our
staff is still in the office. All
deposits are non-refundable and non-transferable.
Back to the Questions at the top >
A: Will I get confirmation that you received my deposit check?
No. Your cancelled check should serve as your receipt. We will, however, call you if we have not received your deposit by the deadline. Deposits are due within 7 days from the day you book your reservation. Please note: If we don't receive your deposit in a timely manner, your reservation will be cancelled.
Back to the Questions at the top >
A: Can
I just stop by for a tour, or can I get a tour when I drop off my dog? Can my dog come with me on my tour?
No. We have playgroups going on throughout the
day, so we only allow pre-scheduled tours.This is for your safety, and for the safety of our guests. We do not do tours at the time of check-in
for this same reason. Besides, wouldn't
you feel better about leaving your dog with us if you had toured the facility
prior to dropping him off? Please do so
prior to making your first reservation.
We do not allow dogs on the tour. You are welcome to bring your dog to meet us,
be we cannot allow dogs into the yards for the tour. Again, this is for the safety of our guests.
Back to the Questions at the top >
A: Can
my dogs share a room?
Two dogs
may share a room if, and ONLY if, they live in the same household (this must be
confirmed by vet records) and they can eat together unsupervised. This means that when they come in from
playgroups, their bowls will be waiting, and they get to decide who gets which
bowl. We CAN NOT supervise feedings! Overnight your dogs in a shared
room is at your own risk. Please do not
ask us to put your dogs in a shared room if you believe that one dog would eat
all of the food, or if there is any chance that they would fight over
food. If your dogs do develop food
issues during their stay, they will be placed in separate rooms for the
remainder of the stay, and you will be charged for the second room. Even in separate rooms, your dogs will have
time together during playgroups. Even
though our rooms are large, we can only allow up to 2 dogs in a room.
Back to the Questions at the top >
A: Why
do you only have appointment times on some days?
Doggie Spa
is open 365 days a year! On Wednesdays
and Sundays, Saturday afternoons, and on major holidays, we run on a shortened
office schedule. This gives us time to
spend with our own dogs, as well as with our human families. We do offer the 24/7 room access option for
customers who have boarded with us before. This allows you to drop off or pick up your dog even when our office is
closed. This service MUST be prearranged
when you book your reservation. Again,
this service is not offered to first time boarders and may not be available to dogs who are destructive. The 24/7 access is available at no charge to
our contract day care guests on their regular Overnight days.
Back to the Questions at the top >
A: Why
are your hours so weird?
We run on a
split schedule every day to enable more of our customers to drop off when it is most
convenient for them. We have found that
the majority of people drop off their dogs either prior to work or travel in
the morning, or after work or return from travel in the evening. Very few people tend to drop off or pick up
during the middle of the day. For
current customers who wish to check their dogs in or out while our office is
closed, we do offer the convenience of 24/7 access for an
additional fee, as available.
Back to the Questions at the top >
A: What
is 24/7 access?
24/7 access enables you to pick
up or drop off your dog even when our
office is closed using pre-set lock access codes. This service must be prearranged, as access
codes cannot be given out by phone. We
cannot offer this service to first time customers. 24/7 access is included at no charge to our contract
Day Care customers on their regular Day Care days, and for an extra charge to
our Overnight customers.
Back to the Questions at the top >
A: Why
don't you take new customers during the Thanksgiving and Christmas holidays?
We get
literally hundreds of requests for reservations during our busy holiday times
each year. For this reason, we give
priority to those customers have boarded with us throughout the year. It's our way of showing our customers that we
do appreciate their loyalty.
Back to the Questions at the top >
A: Are
there minimum stay requirements?
Yes. However, you may also pay for the minimum,
but pick your dog up sooner. The basic
minimums are as follows:
Day Care:
There
is always a 2 day per week minimum, year-round.
Overnight:
Off-Season: Two night minimum on weekends only (Fri, Sat,
Sun) Summer: Four night minimum Major Holidays: Usually
Four or five night minimum, depending on holiday. Please
remember that these minimums do vary, and that holidays take precedence over
season. For example, during the 4th of July holiday time, the minimum will be longer than the 4 day summer minimum.
Back to the Questions at the top >
A: What
type of food do you serve? Can I bring
my own food?
We feed
Purina Dog Chow Adult here, but you are more than welcome to bring your dog's
own food. We do not provide canned food
or treats. If your dog has a sensitive
stomach, or is on a special diet, please bring your own food. Please make sure to bring enough food for a
few days longer than the scheduled stay.Remember, many things could affect your travel plans, and we want your
dog to be comfortable and happy regardless of unforeseen delays.
Back to the Questions at the top >
A: Can
I bring homemade, canned, or mixed food?
Absolutely! You're welcome to bring whatever your dog
normally eats at home, as long as it does not have to be heated or cooked. We do have refrigerators in every
building. Please DO NOT bring anything
your dog is not used to!!! Remember, we
want him/her to enjoy the stay, and a tummy ache could spoil an otherwise great
time.
Back to the Questions at the top >
A: Are
there extra charges for administering medications?
We can administer
pill medications, or medicines that can be put in your dog's food at
no extra charge. Please be aware
that we cannot give medications more than twice per day, and exact 12
hour intervals are not always possible. Please make sure that you pre-cut or split any pills that must
be split, as we are not able to do this for you. If you normally give your dog medication hidden in cheese, hotdogs,
or any other "extra" treat, please bring those items as well.There is an additional charge for any medications that need
to be applied to any part of your dog, including eyes and ears.
Back to the Questions at the top >
A: What
vaccinations are required to board my dog?
For
both Overnight and Day Care, we require that proof of Rabies,
Distemper, and Bordetella (also known as kennel cough) be FAXED
to us at least 24 hours prior to your arrival. We CANNOT accept hand carried vaccinations or rabies tags as
proof of vaccination. Bordetella must have been given within six months of the scheduled stay. Please call your vet and have them fax shot
records to us at 919-932-4736. You
are also welcome to fax them yourself.
Back to the Questions at the top >
A: How
long is the Bordetella vaccination valid?
The Bordetella vaccine expires 6 months from the date given. A very small number of vets in the area do give this vaccine for one year, however, in order to board at Doggie Spa, your dog MUST have had the Bordetella vaccine within the past 6 months.
Back to the Questions at the top >
A: Why
do I have to pay a deposit? Can I get it back if my plans change?
In certain
instances, a deposit is required to hold your reservation. We require deposits for all holiday and peak
time bookings, as well as for all first time customers. This enables us to keep frivolous bookings to
a minimum, leaving the space available for those who really need it. All deposits are non-refundable and non-transferable. This means that if you cancel or shorten your stay, your deposit
will be forfeited. Deposits cannot be transferred to a future stay
or to a different dog.
Back to the Questions at the top >
A: What is your
cancellation policy?
For
off-season, non-deposited reservations, you must cancel by no later than 7:00AM the day prior
to your scheduled check-in. You may
leave us a message on our voicemail, as it does have a timestamp on each
message. All deposited or peak time
reservations are non-refundable and non-transferable.
Back to the Questions at the top >
A: What
if my trip is shortened or extended while I am away?
If your
travel time is shortened, you are responsible for payment for all time
booked. If your travel is extended,
please call us as soon as you know. It's
possible that we will have to transfer your dog to a Day Care room during this
time, which is a bit smaller, but only if it is extremely busy here. Please be aware that if your plans change and
you do not call us to let us know, our computer system will apply no-show fees
to your account. These fees can add up
quickly, but can be avoided with a simple phone call.
Back to the Questions at the top >
A: What
if there is severe weather (i.e. storms or snow)?
Doggie Spa's
buildings are very well constructed. The
concrete block buildings are a safe place for your dog in any weather. Our on site management means that your dog
will still be cared for, even if the weather would prevent safe passage on area
roadways. Our
buildings have outdoor awnings that cover portions of each play yard to provide
shade and protection from the elements for our guests. Playgroups may be shortened for extreme
temperatures or delayed if severe weather is imminent. In the case of a power outage, Doggie Spa will be fully run
on our whole facility generator.This
means that your dog will stay cozy and comfortable even if we have no power at
our homes.
Back to the Questions at the top >
A: What
if my dog gets sick during his/her stay?
If your vet
is local and open, we will taxi your dog to your vet. For after hours emergencies, we would take
your dog to Triangle Pets Emergency in Durham. Taxi fees apply.
Back to the Questions at the top >
A: How
do you know which dogs to group together for playgroups?
This is
probably the most asked question here at Doggie Spa! Since our play yards are neutral ground, and
no leashes are used, most dogs get along with others very well here. They are neither protecting their families,
nor their turf. Dogs display very clear
signals prior to acting in an aggressive manner. Our staff is trained to watch and listen for
these signals, and to prevent conflicts in the play yards. In the rare instance that we find a dog is
not getting along well with other dogs in the group, we will move the dog to
another group. If all else fails, we can
put the dog out alone. No dog is
deprived of a playtime, regardless of social skills! As far as knowing who to place where, it's
just something we've learned along the way.It's like an extra sense you develop from working with dogs.
Back to the Questions at the top >
A: My
dog has attacked or bitten people or dogs in the past. Can I still board him with you?
We do board
dogs who don't get along with other dogs, or may require a solo playgroup. If your dog has had rare instances of biting
people, we may still be able to accommodate your dog. However, if your dog is known to attack
people, we cannot board your dog. Our
facility is very hands on, and we cannot risk the safety of our staff. Please feel free to call us to discuss your
dog's situation.
Back to the Questions at the top >
A: I
brought my dog home and I noticed he is limping and he seems very tired. Did something happen?
Most dogs
aren't accustomed to an hour and a half of play with other dogs each day. Some dogs play very hard, and most go home
quite tired. Just as you might get sore
from a sudden increase in exercise, your dog might too. If the limping continues, or if it seems as
if something is wrong, please contact your vet.Rest assured that we will tell you if your dog had any social problems
during the stay.
Back to the Questions at the top >
A: What
if my dog has an accident in his/her room?
We've thought of that too! That's why each room has separate drainage. If your dog potties in the room, rest assured that it will be
cleaned up as soon as we find it. The rooms are inspected and cleaned up several
times each day. If your dog soils
his bedding, and it's washable, we will make every attempt to wash it
free of charge. Occasionally,
dogs do have accidents shortly before checking out, preventing us from
washing the bedding before departure.
Back to the Questions at the top >
A: Is it ok if I call to check on my dog while
I'm away?
Of
course! Our guests don't have phones in
their rooms, but we would be glad to tell you how they are doing.
Back to the Questions at the top >
A: Does
my dog have to wear a collar during his stay?
Doggie
Spa is a leash free zone, and is collar optional. We prefer that your dog wears whatever he would normally wear
at home. If your dog is a collar
free dog around the house, he will have a collar free vacation as well. Comfort is a high priority for your dog's Doggie
Spa vacation.
Back to the Questions at the top >
A: What's
with the gravel play yards? Why don't
you have grass?
Our pea gravel play yards not
only cut down on mud and grass stains, but also provide horrible homes for
fleas and ticks. It's also much easier
to keep pea gravel yards clean than grass yards.
Back to the Questions at the top >
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