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Answers: 1. What is PetSmart PetsHotel? PetsHotel is a state-of-the-art hotel that’s just for dogs and cats. PetsHotel provides superior day and overnight care and personalized attention for all pet guests in a safe, comfortable, fun environment. It also provides a great alternative to the chain-link fence facilities that are normally associated with cat and dog boarding kennels, giving pet parents peace of mind that their pets are safe and happy while in our care. 2. How is PetSmart PetsHotel different from the boarding kennel I use now for my pet?
3. What types of training programs do associates participate in? Pet parents can feel confident and worry-free about their decision to place their pet in the care of a PetSmart PetsHotel. Every PetSmart PetsHotel Pet Care Specialist is safety-certified and completes extensive training to learn about the specifc needs of dogs and cats. Training topics include feeding, safety, identifying signs of distress and animal emergency. Pet Care Specialists are required to achieve 100 percent on their safety certification exam and must be re-certified annually. 4. Do you provide any other service besides boarding? We provide boarding, Doggie Day Camp and Day Care for dogs. We also provide boarding and Day Care for cats. Please visit our Dog Services and Cat Services sections to find out more about our additional services. 5. Do cats and dogs stay in the same area? Dogs stay in the Atrium area and cats stay in the Kitty Cottages. The two areas are on separate ventilation systems to reduce pet stress. 6. What are the hours of PetSmart PetsHotel? PetsHotel is open 7:00 am to 9:00 pm Monday-Saturday, and 8:00 am to 6:00 pm on Sunday. The lobby is closed on Thanksgiving Day and Christmas Day. 7. Can I pick up or drop off my pets on a holiday? Yes, with the exception of Thanksgiving Day and Christmas Day when our lobby is closed. Our check-out time is 12:00 pm for overnight guests. After 12:00 pm, an extended care fee will apply. 9. How often are rooms, suites and Kitty Cottages cleaned? We don’t believe our pet guests can be safe and comfortable in a dirty room. So each room, suite and Kitty Cottage is cleaned at least once a day. All rooms, suites and Kitty Cottages are inspected throughout the day and cleaned whenever they are soiled. 10. Where do you take the dogs during walks? For the safety and comfort of our pet guests, all activities take place inside the PetsHotel. We have a defined walking path inside the hotel where dogs are walked at least twice a day. We have two Relief Rooms where they can be let off the leash in an area that resembles an outdoor park. 11. How long do the dogs walk? The walks are designed to let the dogs stretch their legs while helping them get comfortable to relieve themselves at one of the indoor relief rooms. 12. Why doesn’t PetsHotel have an outside area for pets? Our primary responsibility is the safety and comfort of your pet when he/she is in our care. Most hazards occur outdoors - extreme heat or cold, insect bites, other unsupervised dogs and traffic. PetsHotel is designed to ensure that your pet is not exposed to these hazards and at the same time, provide a bright, clean home while you are away. 13. My dog won’t relieve himself indoors. Won’t he be uncomfortable if he can’t go outside? PetsHotel has Relief Rooms. This makes it easy for pet guests to relieve themselves in unfamiliar surroundings. Our experience is that even the most well trained dogs will go to the bathroom in the hotel when induced by a walk and all the scents of the other pet guests in the hotel. 14. Will my dog come home and start going to the bathroom inside the house? Your dog will not be enticed to go to the bathroom indoors when he/she comes back home. Your dog has already marked his/her area outside of your home and will not change from this area when he/she returns home. 15. Do you board aggressive pets? Our certified and trained PetsHotel Associates conduct a physical assessment of each pet during check-in to assess and observe whether a pet has aggressive tendencies. We also ask the Pet Parent specific questions about their pets behavior. For the safety of our staff, if we believe that a pet may be aggressive towards people, we advise the Pet parent that PetsHotel is not the best place for their pet to stay. However, if a pet is aggressive towards other pets, he/she can board with us but cannot take part in group playtime or Day Camp. 16. What if a dog acts aggressively during its stay? If a dog acts aggressively during his/her stay, we will not allow the dog to participate in group-play time or have walks while other pet guests are walking. Depending on the severity of the dog’s behavior, we might have the Pet Parent or Agent pick up the dog immediately. If the Pet parent or Agent cannot be reached or is not able to pick up the pet, we would care for the dog and advise the Pet Parents at checkout that their dog should stay elsewhere due to their behavior. We may advise the Pet Parent to speak with the PetSmart Pet Trainer to learn more about our PetSmart Pet Training classes. 17. What type of security do you have? Your pet’s safety and comfort are our primary responsibilities. We have designed every part of the hotel to insure a safe and secure stay.
18. Can you accommodate special dietary needs for dogs and cats staying at PetsHotel? We feed Hill’s Science Diet Advanced Nutrition foods for both our canine and feline guests - wet and dry. We can accommodate any special diets a guest might have with the exception of any raw meat diet. If you have a special food just bring the food with you and provide us with directions. 19. Are vaccinations required before a dog or cat can stay at PetsHotel? Yes, please click here to see our vaccination requirements. 20. Is there a maximum length of stay? We can accommodate your pet(s) for as long as you wish. Please contact your local PetsHotel Associate for more details. 21. Can I call in to check on my pet? We encourage you to call to check on your pet during Lobby hours. You can also take advantage of our Bone Booth. Just call during Lobby hours and we’ll bring your pet to the phone if you want to chat. After all, we understand your special bond and know you may want to keep in touch. 22. If my pets has a medical emergency does the hotel have access to an emergency vet? Your pet’s health and safety are of highest importance to us and we have established procedures to ensure that we are ready if a pet experiences a health situation while in our care. Should your pet need veterinary care, we take your pet to Banfield, the Pet Hospital®, our in-store veterinary clinic. For after hours, we would take your pet to an emergency veterinary facility. 23. Can I visit my pet during his/her stay? Pet Parents may visit their pets. Typically dog visits will occur in the Play Room and cat visits will occur in the Kitty Cottage area. 24. How popular are pet day care and day camp? Many pet parents that work long hours seek our services to ensure their pets have fun, safe and active alternative to staying home alone. Doggie Day Camp provides a fun-filled day of play and exercise with other dog friends and our Pet care Specialists in one of our play rooms. Doggie Day Camp helps your pooch burn off all of that extra energy so you can both come home and enjoy a relaxing evening. 25. I have never boarded my pet before. Should I worry? Relax. Pet parents can feel confident and worry-free about their decision to place their pet in the care of a PetSmart PetsHotel. As pet parents ourselves, we know boarding your pet is typically much more stressful for the parent than the pet. That’s why we’ve created PetSmart PetsHotel - a revolutionary concept in overnight care. We’ve gone to every extent to ensure you have peace of mind that your pet will be safe, loved and have a great time while in our care. To help your pet (and you) adjust to being away from home, we suggest first bringing her in for day care or, for Dogs, Doggie Day Camp. This experience allows you both to get to know the PetSmart PetsHotel team and become familiar with the hotel itself. During your pet’s stay, we understand that you may want to check in on your little one to see how she’s doing. That’s why we offer pets and parents the ability to chat on the phone in our Bone Booth during lobby hours and at no charge. We’ll bring your pet to the phone so you can hear her bark or meow, and she can hear your voice. It’s nice to know you’re just a phone call away. Want to know how your pet behaved while at PetSmart PetsHotel? Each pet’s daily activities are continuously monitored on activity sheets by Pet Care Specialists - providing you with a detailed record of your pet’s stay. You’ll take home a Pawgress Report showing details such as how your pet ate, played, and slept. 26. Besides when I vacation, what are some other occasions when I could use PetSmart PetsHotel? There are lots of times when your PetSmart PetsHotel neighbor can help. Here are a few suggestions (but, we know after you try us, you’ll think of more occasions to come visit):
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