FAQ's

You’ve Got Questions. We’ve Got Answers.

To provide more information on the services we provide, we’ve included a list of frequently asked questions below. If you have any queries or concerns about something we didn’t mention, please reach out and ask.

Cancellation Policy & Late Fees

Cancellation Policy:
All bookings are subject to the following cancellation/alteration policies:

There is no charge if a reservation is cancelled 7 or more days in advance of the pet's booked arrival date.
Reservations cancelled within 7 days of the pet's booked arrival date require a cancellation fee of 50% of the total invoice.
Reservations cancelled on the day of the booked arrival date require a cancellation fee of 75% of the total invoice.
If there is no cancellation and the pet does not come in, a cancellation fee of 100% of the total invoice is required.
Any changes of more than 2 nights to a confirmed booking within 7 days of that booking will be charged the full boarding amount. This includes changes made during the booking itself.

Daycare cancellations:
If a daycare reservation is cancelled within 24 hours of the reservation, or the pet does not come in for their reservation, they will be charged the full amount. If the pet has a daycare package, this day will count towards the package.

Late Fee Policy:

We have a late fee policy in place to best serve you, our guests and our staff. For every 5

minutes late after our closing times of 9:30am and 6:00pm there is a $10 fee, to a maximum of

$60. We will not accept customers 30 minutes later than our closing times, ie 10:01 AM and

6:31 PM. Any customers arriving past these times will not be served and will be required to pick

up their pet during our next available customer times.

Late fees are as follows:

9:35 AM $10 6:05 PM $10

9:40 AM $20 6:10 PM $20

9:45 AM $30 6:15 pm $30

9:50 AM $40 6:20 PM $40

9:55 AM $50 6:25 PM $50

10:00 AM $60 6:30 PM $60

You have two drop off/pick up times. Does drop off/pick up time affect the price?

Yes, we charge by the night, but if your dog stays past our morning pick up time of 9:30am there will be a daycare fee added.

If it is your dog's first time staying at Tails & Trails, we recommend dropping off in the morning so they have more time to settle into their new surroundings before bedtime. Late fees can be seen at the beginning of our FAQ page.

How can I check on my pet during their stay?

At Tails & Trails we provide what we call an Online Picture Journal. The Picture Journal is an online photo album that helps you keep up with your dog or cat's daily activities while you're away or at work. Our staff take photos throughout the day and we do our best to publish the Picture Journal by the end of every day, but if there is ever a delay, don't fret, it'll be posted as soon as possible!

If you are away for a lengthy stay and want to check in on your pet, owners are welcome to check in with a quick email or text, our staff are happy to provide a short update when it is possible. As you can imagine when we are caring for multiple pets with a busy schedule to keep them happy and comfortable we can't always send daily, personalized updates. We will always be sure to contact you if we have any questions or concerns regarding your pet!

What vaccinations are required for my pets stay?

For dogs, we require that they be vaccinated against:

Rabies
DHPP (distemper, hepatitis, parainfluenza, and parvovirus)
Bordetella (kennel cough)

For cats, we require that they be vaccinated against:

Rabies
FVRCP (Feline viral rhinotracheitis, calicivirus and panleukopenia)
Feline Leukemia

Leukemia vaccine can be waived if your veterinary and you agree to the risks. Leukemia can be transmitted by outdoors cats and we do not screen our guests for indoor only cats.

There are some circumstances, though, where your vet may not vaccinate your pet if the risks outweigh the benefits. In this case, your vet will grant an exemption and we will accept your pet without that vaccination.

Do you require an assessment before my pets stay?

No, we do not do a formal assessment of any pets prior to their stay with us. We do however assess each pet upon arrival and throughout their first few days with us. Many pets can be nervous initially during their first couple stays and we do everything we can to ensure they are happy and comfortable. For some this could mean giving them extra space, more cuddles or additional playtime to get out those nervous jitters. We are also happy to arrange a day of daycare or two, before a boarding stay. These trial days will allow your pet to become familiar with the space, and as well as our staff. Our team will let you know how they did, and if the Tails & Trails experience is right for them.

We do expect all dogs to have basic manners and behave appropriately, (for their age, of course puppies will be puppies!). If your pet is deemed unmanageable or causing undue stress to the other guests or our employees we have the right to ask you to pick your pet up from their stay early. Our staff are well trained to handle nervous and unsure pets, as well as rambunctious and excitable ones. However, if it becomes unsafe for our staff to safely manage these pets will need to find alternative care. Our number 1 priority is to ensure every guest's stay is pleasant and this applies to our human staff as well. Being excessively scratched, mouthed/grabbed at or dragged by large dogs that refuse to cooperate isn't fair to them.

My pet has a special diet. Can their needs be accommodated?

Definitely! Many pets joins us with allergies and sensitivities to different foods. All owners are expected to provide their pets regular food and if your pet requires a special diet to also bring treats. Every dog in our care gets a bedtime treat, and we would hate for someone to miss out because we don't have anything safe for them on hand!

We are also comfortable handling raw diets and have a refrigerator and large freezer at both locations for storage.

My pet has special needs, will you be able to accommodate him/her?

Each pet requires different care, and some need more than others. If your pet requires medication, we can certainly still accommodate him/her. We are comfortable giving pills in food/treats or directly by mouth, and we are comfortable giving subcutaneous injections for dogs/cats with diabetes, for example. We are also capable of giving eye drops or applying other forms of medication as needed. Please bring your pet's medication in the pill container dispensed by your veterinarian. We like to know the type, dosage, and frequency as instructed by your vet. Please inform us about your pet's specific needs upon booking so that we are fully prepared to provide the best care possible.

We will tailor your pet’s daily routine to his/her special needs. Older dogs may need a shorter walk and less activity throughout the day, for example. Please see our Dogs page under the Boarding tab for more information about building the perfect routine for your pet.

What should I bring for my pet's stay at Tails & Trails?

We provide cot style beds and/or blankets for our dog guests and comfy cushions and blankets for our cat guests. You are welcome to bring bedding and toys from home, although we do not recommend bringing any precious items, simply because some of our guests may chew on their bedding or sneak toys outside, where they may get lost. If your dog wears a jacket or rain coat outdoors, feel free to bring this with them. You are welcome to bring your dog’s crate if he or she prefers to sleep in it at night. Please label your pet’s items clearly.

You will need to bring your pet’s food. We ask that you bring food in a bin or plastic container that is clearly labeled with your pet’s name. You are welcome to bring treats as well as any special snack that can be given either at lunchtime or before bed. We have a fridge and freezer for those pets who are on a raw diet and for those who eat canned food.

Please ensure that you either scan and email or bring an up-to-date copy of your pet’s vaccination certificate. It is important for the health and safety of our pet guests that each dog is vaccinated against Rabies, DHPP and Bordetella, and each cat against Rabies, FVRCP and Feline Leukemia. Should your pet be exempt from any of these vaccinations, exceptions can be made to accommodate your pet.

You do not need to bring bowls and leashes. We use 16ft flexi lead leashes for our trail walks and we have plenty of bowls, both stainless steel and plastic. All our dishes are run through a dishwasher for proper sanitation. If your dog uses a “slow feeder” style bowl, though, we will be happy to use it.

Can I come for a tour of the facility?

At Tails & Trails Country Pet Resort, our goal is to ensure our guests get the resort experience that you, their owners, trust us to provide.

It is for this reason that we will no longer be offering tours. New dogs and strangers viewing the suites and outdoor areas is extremely disruptive to the stay of our current guests. Our daily schedule of activities is put on pause, and the addition of new people and dogs causes an escalation of excitement and stress. This elevation of energy can be tough to our new daycare and boarding guests, who are still settling in. We like to believe you would expect the same level of respect for your pets while they stay with us.

We do understand that new clients want to see where their fur babies will be staying, and also make sure that their pets are comfortable in our environment. We recommend viewing our Facebook albums or through our website, which give excellent insight on where your pets will spend their days playing and interacting with other guests and staff. We are also happy to arrange a day of daycare or two, before a boarding stay. These trial days will allow your pet to become familiar with the space, and as well as our staff. Our team will let you know how they did, and if the Tails & Trails experience is right for them.

Furthermore, for the privacy of some select animals in our care, Tails & Trails staff will be the only ones permitted beyond our reception areas.

As always, never hesitate to give us a call, or send us an email with your inquires. We are always happy to answer your questions with regard to our services and care.

Will my dog be sharing a kennel space with another dog?

The only time dogs share a kennel run is if they come from the same family. We generally reserve our larger runs for families with two or three dogs, depending on their size. Two or three dogs from the same family sharing a kennel receive a discount for the second and third dog, etc.

For more information on booking multiple pets, please see our boarding tab.

Does anyone live on site?

Yes, someone lives on site! Our manager lives on site, in addition to staff working at the facility from 7 am until 8 pm. Outside of these hours the pets in our care are tucked safely to bed in their suites. Our alarm system and smoke detectors are all hard wired with our security company.

If there is a medical emergency with my dog or cat, what is your protocol?

Our staff conducts daily assessments on all our boarders to ensure that they are healthy and doing well. If we feel that one of our guests needs to receive veterinary care, we attempt to contact the emergency contact left by the owner to ask how they would like to proceed. We have an on-call mobile vet who can come onsite to treat issues such as eye infections or colitis, and if a clinician is required, we would transport the pet to either their own veterinary clinic or to an emergency clinic depending on the time of day. Our boarding and daycare contract allows us to take a pet off the property to an emergency clinic WITHOUT the emergency contact’s consent if we feel a serious emergency is occurring.

** Please note that you will be responsible for your pet’s vet bills and for their stay at Tails & Trails should an emergency occur.**

Does my pet need to be spayed/neutered to stay at Tails & Trails?

In most cases, yes.

We do not accept any intact adult cats, over the age of 1 year
We do not accept any intact dogs, male or female, over the age of 24 months.

Exceptions can be made for dogs who are part of an active breeding or showing program. Please note that we may be restricted in creating playgroups for intact dogs and there may be times when intact dogs will have to be kept separate.

Although dogs may be very friendly and not pose any problems because they are intact, it is often other dogs who will have trouble accepting them. In order to keep everyone safe and happy, we adhere strictly to our intact dog policy.

Do you have a protocol for pets with medical conditions?

Yes!

A pet with a medical condition will have a large colourful sign on their kennel that indicates their medical condition (ex. Diabetes) to notify staff to keep a close eye on said pet.

We have a binder with printouts that describes different medical conditions, signs/symptoms to watch for, treatment plan and what to do if an emergency occurs that is required to be read by staff each time a pet with a medical concern stays with us.

Pets in our care with medical conditions have a daily care sheet that tracks their feeding, output, and medication that requires staff to record and sign off on.

Owners of kennel or manager are required to oversee all medication and feeding required by medical care pets.

What methods of payment do you accept?

We gladly accept all major credit cards (Visa, Mastercard, American Express), debit cards, cash, e-transfers and cheques.