Policies

Health Requirements

We take some simple but necessary precautions. For the health and safety of our guests, dogs entering the Pooch Hotel for any of our services must be current in the following vaccinations and screenings:

      • Distemper/Parvo vaccine (one or three year protocol)
      • Rabies if over 4 months of age (one or three year protocol)
      • Annual Bordetella vaccine
      • Canine Influenza Virus “CIV” H3N2 vaccine

One year protocol – year 1 administered as 2 shots, 2-3 weeks apart). Required in Chicago market, recommended everywhere else. If missing CIV in Chicago, we may be able to accommodate you are our Paradise 4 Paws O’Hare location.

      • Frontline (or similar) monthly flea and tick preventative medication
      • Annual Fecal test with negative result

If your pet does not have a fecal test result at the time of check-in, we will perform a fecal test in-house. There is an additional fee to have this done as well as a $35/day special handling fee until we get those results. Also, until we have those results, your fur-baby would be unable to play with the other guests and enjoy personal play (15 minutes of mid-day play with a team member and AM/PM potty breaks when in the hotel/resort).

If your pet has a positive fecal test result, we will still accept them but there is a $35 per day special handling fee and your dog will be ineligible for group play.

      • Intact Policy

Dogs who are intact (not spayed/neutered) will be allowed to stay at our hotels (with the exception of females while they are actively in heat). However, they will not be able to participate in group play with other guests if they are over 7 months of age.  Instead of group play, our intact guests will take part in our Personal Play program.

We ask that you either (1) have your vet email us (info@poochhotel.com) proof of the vaccines and negative fecal test, (2) drop off paper copies of the health records at our front desk, or (3) email a PDF of the updated health records to info@poochhotel.com and include ‘vaccine records’ in the subject.

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Standard Check-in/Check-out

We operate 24hours, every day of the year, to provide the best care for your pets and convenience and customer service for you. Because we are a 24-hour operation, we must define our check-in and check-out times – similar to human hotels! Some fees may apply for checking in early or checking out late, but you have the convenience of check-in/check-out according to your schedule needs.

Standard daycare day is 7:00am – 7:00pm & standard boarding stay is 7:00am – 12:00pm the following day. Note: Paw Perks members receive complimentary early check-in and late check-out hours based on status. See Paw Perks page for more information.

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Off-hours Check-in/Check-out

Please note that although we are open for Check-In and Check-Out 24 hours, our normal daycare day is from 7:00am to 7:00pm and a standard boarding stay is 7:00am to 12:00pm the following day. Note: Paw Perks members receive complimentary early check-in and late check-out hours based on status. See Paw Perks page for more information.

  • Daycare check-in & check-out outside of standard hours:
    • Early check-in from 4:00am to 7:00am: $10/hr.
    • Late check-out from 7:00pm to 9:00pm: $6.50/hr.
    • Late check-out after 9:00pm: converts to an overnight charge (price varies based on type of daycare day – single day, package or membership)
  • Boarding check-in & check-out outside of standard hours:
    • Early check-in from 4:00am to 7:00am: $10/hr.
    • Late check-out after 12:00pm: $6.50/hr.
    • Late check-out after 9:00pm: converts to an additional overnight charge

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Pricing, Terms & Package Expirations

  • Prices and rules are subject to change without notice
  • Packages and Memberships are assigned to a specific pet and are not intended to be shared

Daycare & Boarding packages are intended to offer a promotional price for frequent guests within a 90 day period

  • No Package refunds after 30 days from date of purchase and Packages are not transferable.
  • For Package refunds within 30 days, days/nights used will be charged at single day/night  rates (depending on the package purchased) at non-promotional rates and deducted from the purchase price.
  • Packages expire 90 days from the date of purchase or from the date the first day/night is applied, whichever is earlier and unused days will be forfeited..
  • You will have the option of a one-time, 30-day extension allowed per package within 30 days from the date your package expired, but there will be a $30 processing fee. Package extensions are not available if it is more than 30 days beyond the date of expiration.
  • If you are buying multiple Packages, please consider the number of days/nights you can realistically use in the 90-day period. A signed acknowledgement is required. Refund terms still apply.
  • Reservations required and based on availability.
  • Daycare Package days can be used as payment for a day of daycare or as payment for boarding late check out fees.
  • Promotional, corporate or other partner discounts are not always the same for packages. Discounts on packages may be lower since package pricing is already promotional/ discounted pricing.
  • Packages for additional dogs should only be used when multiple dogs are utilizing the package on the same day/night.
  • Boarding packages cannot be used during holiday blackout periods. Holiday periods are some of our busiest times and discounts do not apply.
  • Daycare packages used during holiday blackout periods may be subject to a $5/day holiday up-charge.
  • Boarding packages not available at all locations.
  • For packages with a transport option, discounted pricing is based on round-trip and there are no refunds for one-way use of transport package day.

Our Unlimited Monthly Memberships are like gym memberships, providing you everyday access to daycare. Like most gym memberships, it’s intended to renew every 30 daysor every month.

The benefits for all Unlimited Monthly Members with an active membership include: Everyday access to daycare, Discounted boarding and Guaranteed daycare space during holiday blackout periods (reservation required). Our Unlimited Monthly Memberships offer flexibility and convenience, depending on the option you prefer. The Month-to-Month Unlimited Monthly Membership is a month-to-month option that allows you to start and stop your membership months, or take a break as needed, with a small up-charge. The Auto-Renew Unlimited Monthly Membership is based on a calendar month, and renews every month, on the same day – AUTOMATICALLY! Members who select the Auto-Renew option will enjoy a $30 savings off the Month-to-Month price on your second month and beyond. A credit card on file is required for the Auto-Renew membership.

  • No Monthly Membership refunds after 10 days from date of purchase and Monthly Memberships are not transferable. For Monthly Membership refunds within 10 days, days used will be charged at the full day non-promotional rate and deducted from the purchase price.
  • The start date of the Monthly Membership is based on the date of purchase or from the date the first day is applied, whichever is earlier. The Month-to-Month option is active for a 30-day period and is intended to allow you to take time off between membership months, not to turn on and off within your 30-day membership period. The Auto-Renew option is active during a calendar month. When the Auto-Renew option is originally purchased on the 29th, 30th or 31st of the month, on months when the date doesn’t exist, it will renew on the last calendar day of the month.
  • Unlimited Monthly Members selecting the Auto-Renew option will need to sign an agreement, have a credit card on file and will automatically renew at the expiration, unless canceled at least 3 days prior to the renewal date.
  • Unlimited Monthly Members choosing to transfer from a Month-to-Month to the Auto-Renew option will need to add a credit card to their file and should notify your Pawcierge at least 3 days before the membership expiration so it can be transitioned without interruption and enjoy the $30 monthly savings on month two and beyond.
  • If you would like to take time off from your Auto-Renew Unlimited Monthly Membership, your first month back will be at the Month-to-Month price, but if you select the Auto-Renew option your second month and beyond will be at the discounted rate if it continues to auto-renew on a consecutive monthly basis.
  • Additional promotional rates or discounts may not apply, since membership pricing is already discounted.
  • Memberships for additional dogs can only be used when multiple dogs are utilizing the membership on the same day.
  • Discounted boarding only applies during an active membership (rates vary by location).
  • All Unlimited Monthly Members enjoy guaranteed daycare during holiday blackout periods (reservation required) and +$5 holiday up-charge applies.

Dog Walking Memberships offer discounted prices to our regular dog walk clients and are purchased as a set number of walks for a five week period (available at select locations)

  • No dog walking membership refunds after 10 days from date of purchase.
  • For dog walking membership refunds within 10 days, walks used will be charged at Single Walk rate and deducted from the purchase price.
  • Dog walking memberships expired 35 days from the date of purchase or from the date the first walk is taken, whichever is earlier. Unused days are forfeited.
  • Dog walking memberships renew automatically at expiration unless cancelled at least 3 days prior to renewal.
  • Regular schedule walking schedule is required for members. Exceptions to regular schedule will be accommodated where possible but may be charged at single walk rate.

For Pet Parents who book boarding reservations that are longer than 10 days:

  • We require a 50% deposit at the time of booking.
  • We require that Pet Parents must have a valid credit card on file.
  • After the halfway point, we will charge the credit card on file weekly. Any applicable remaining balance will be due upon checkout.
  • Note that the deposit is fully refundable, unless dates of a reservation fall within our holiday/blackout period. In this case, the portion of the deposit that covers the holiday/blackout period follows our holiday deposit policy, and is only refundable if the reservation is canceled prior to fourteen (14) days before the reservation start date and time. If the reservation is canceled within fourteen (14) days of the holiday dates within the extended reservation, the 25% holiday deposit is non-refundable and the portion of the extended stay deposit that is greater than the 25% holiday deposit will be refunded.

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Holiday/Black-out Dates Policy

COVID Holiday 2021 Surcharge: In order to retain and hire the best employees in this competitive job market, we are charging a $5 per pet per night COVID holiday surcharge for all boarding guests from Wednesday, November 24, 2021, through Sunday, January 2, 2022. During this time there will also be a $5 surcharge for all baths and Full Grooms within Daycare or standalone Grooming visits. You will see this reflected as +$5 within the ‘$ Disc’ column of your invoice at check-out. Please note that 100% of the funds from this surcharge will be passed along directly to our employees. Thank you for your understanding and support for our incredible employees.

Holiday/Black-out Dates for 2021-2022 include:

Thanksgiving 2021: Wednesday, November 24th – Sunday, November 28th, 2021

Christmas 2021/New Year’s 2022: Friday, December 17th, 2021 – Sunday, January 2nd, 2022

Martin Luther King Jr. Day Weekend 2022: Friday, January 14th – Monday, January 17th, 2022

Presidents’ Day Weekend 2022: Thursday, February 17th – Monday, February 21​st, 2022

Spring Break/Easter 2022

  • Chicago: Friday, April 8th – Monday, April 18th, 2022
  • Dallas: Friday, March 11th – Sunday, March 20th, 2022 and Friday, April 15th – Monday, April 18th, 2022
  • Denver: Friday, March 11th – Sunday, April 3rd, 2022 and Friday, April 15th – Monday, April 18th, 2022
  • Newton: Friday, April 15th – Monday, April 24th, 2022
  • Norwalk: Friday, April 15th – Monday, April 24th, 2022

Memorial Day 2022: Friday, May 27th – Monday, May 30th, 2022

Summer Break Weekends 2022: Each weekend (Friday-Sunday) during the months of June, July, and August 2022

Independence Day 2022: Friday, July 1st – Tuesday, July 5th, 2022

Labor Day 2022: Friday, September 2nd – Monday, September 5th, 2022​

Fall Break/Indigenous People’s Day 2022: Friday, October 7th – Monday, October 10th, 2022

Thanksgiving 2022: Wednesday, November 23rd – Sunday, November 27th, 2022​

Christmas 2022/New Year’s 2023: Friday December 16th, 2022 – Sunday January 8th, 2023

When making boarding reservations that fall during any of our holiday/black-out dates, please be advised that your reservation is subject to a 10% nightly premium and a deposit of 25% of the overnight accommodation fees (or a minimum one night deposit) is due at the time of the reservation booking. This deposit is only refundable if reservations are cancelled prior to fourteen (14) days before the reservation start date.

If we do not receive your cancellation by the morning of your scheduled check-in or if you are a no-show, the credit card on file will be charged for the reservation in its entirety.

While we understand that travel plans can change, we DO NOT overbook our suites and there is a lot of demand. The space for your pet is guaranteed when you provide a deposit.

The remaining cost of the stay will be charged at the time of check out.

Due to the increase in hotel guests during holiday/black-out periods, we may limit daycare to Paw Perks Platinum Members and Unlimited Monthly Daycare Members only. If daycare spaces are available during these limited times, holiday/black-out rates ($5 upcharge) will apply. Please speak with your Pooch Hotel team about holiday/black-out rates and availability.

Please note: promotional discounts are not valid during holiday/black-out periods. By providing a deposit for your pup’s stay, you are agreeing to these deposit and cancelation terms.

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Licenses

Pooch Hotel complies with all local, state and federal licensing requirements. If you have questions, please inquire at your local Pooch Hotel location for details.

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Doggie Door-to-Door Shuttle Service

May vary based on weather and traffic. Service area is within a 5-mile radius of your Pooch Hotel location. Requires transportation at least two days a week to reserve van space. Vaccination and temperament test requirements apply. Call for more information.

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Extended Stay Policy

Boarding stays longer that 10 days are considered an extended stay and must follow the requirements of our extended stay policy:

  • We require a 50% deposit at the time of booking.
  • We require that Pet Parents must have a valid credit card on file.
  • After the halfway point, we will charge the credit card on file weekly. Any applicable remaining balance will be due upon checkout.
  • Note that the deposit is fully refundable, unless dates of a reservation fall within our holiday/blackout period. In this case, the portion of the deposit that covers the holiday/blackout period follows our holiday deposit policy, and is only refundable if the reservation is canceled prior to fourteen (14) days before the reservation start date and time. If the reservation is canceled within fourteen (14) days of the holiday dates within the extended reservation, the 25% holiday deposit is non-refundable and the portion of the extended stay deposit that is greater than the 25% holiday deposit will be refunded.

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Collar/Harness Policy

Please remove any prong or choke collars prior to dropping off your pet. For the safety of our team and guests, we do not permit dogs to wear this type of collar while in our care and our team is not permitted to remove or apply prong or choke collars.

For Pooch locations where dogs wear their collars, our preference is a snap-lock buckle collar with your pet’s identification lasered, stitched or engraved on the collar. ID tags can fall off, especially with a lot of activity.

Additionally, if you utilize our transportation shuttle service, we request you outfit your dog with a well-fitted harness.

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Transportation Service

  • We request that a well-fitted harness be worn by all dogs using our transportation service, along with their collar, preferably with their identification lasered, stitched or engraved on it. ID tags can fall off, especially with a lot of activity.
  • All reservations and changes to transportation services must be received by noon the day before.
  • We strongly recommend that you reserve your shuttle services well in advance. A regular schedule, set up monthly helps to ensure that your pup will always have a spot on your preferred days. Transportation reservations are always subject to availability.
  • If you have special instructions for pick up and drop off, especially if you will not be at home, please be sure to email them to info-westloop@poochhotel.com or info-lincolnpark@poochhotel.com so they can be added to your profile and all of our drivers will have the same information.
  • Cancellation of reservations that include transportation must also be received by noon the day before. When you have a reservation, we hold a spot for your pup on the shuttle. Late cancellations mean we may have to turn someone else away, so daycare and transportation become non-refundable at noon. The following charges apply to any late cancellations:
Type of package Cancellation of daycare and transportation reservation Cancellation of transportation service only
Monthly unlimited $7.50 each way $7.50 each way cancelled
10 or 20 day daycare package with transportation 1 day deducted from package $7.50 each way cancelled
10 or 20 day daycare package 1 day deducted from package + $15 each way $15 each way cancelled
Ala carte transportation Full price of daycare + transportation $15 each way cancelled

Learn more.

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  • 24/7 Check-in & Check-out

    24/7 access

    Pooch Hotel is one of just a handful of pet hotels nationwide that offers you 24-hour access to your pet. (South Loop Excluded)

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  • two dogs chewing on an ear of corn

    year-round pampering

    Give your pup plenty of play and exercise when you drop them off for daycare or let them freshen up with a Pawdicure and Brush-out in our spa.

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