FAQ

Frequently Asked Questions

WHAT ARE THE FIRST STEPS TO GET MY PETS REGISTERED WITH PPLPR?

 

 SET UP AN ACCOUNT WITH PPLPR

1. Go to  Services page and look for the PetSitClick Logo select <SET UP ACCOUNT> button.  Complete the information required, submitit,  then exit out of the automatic login page

2. Go back to website - select <LOGIN INTO MY ACCOUNT> button

3. Enter User ID (email address) & password 

4. Please complete the following tabs 

5. PETS TAB - complete your pets profile, description, feeding instructions, meds, vet info and submit. 

6. Request Services <SERVICE TAB> select NEW SERVICE

7. Select  <1 dog 4hr Social Assessment> from the drop down menu (dogs only)   In text field below type in the day and time you want to drop off your pup mon-fri 7am-5pm 

8. Cats - service tab - select luxury kitty suite 

9. In the text field type in the date and time of drop off and date and time for pick up

10. Check email often for a response to your request, including spam mail. The email will come from PetSitClick. 

11. Once you receive your email, please add the email address to your contacts to prevent going to spam folder in the future. 

 PLEASE NOTE: Once We Receive Your Request We Always Call Your Vet To Confirm All Vaccines Are Up To Date And If Older Than 6 Months Old We Do Require Them To Be Spayed Or Neutered

WHAT VACCINES ARE REQUIRED FOR MY CAT AND DOG?

 DOGS - DHPP (Distemper, Hepatitis,Parvo, Parainfluenza), Rabies  & Bordetella (Kennel Cough)

CATS  - FVRCP, Rabies, Feline Leukemia (Outdoor Cats)

WHAT IS A SOCIAL ASSESSMENT?

 PPLPR's 4 hr social assessment is a minimum of 4 hrs, we assess your pup on their social skills which includes aggression, toy aggression, excessive barking, separation anxiety, energy level, play methods, social skills with humans & temperament. Our goal is to best match your pup with other pups based on these characteristics, we also take into consideration their size and strength. 

PLEASE NOTE: we will not pass dogs that show any signs of aggressive behaviour towards other dogs or our staff. Regarding any other negative behaviour observed we will work with you and a trainer to help curb these bad habits. 

Social Assessments are typically scheduled MON-FRI between 7am & 5pm, if this does not work with your schedule we may be able to accommodate on a weekend but we need to have a Senior Pet Care Specialist conduct the assessment and we need to have the right amount of dogs to be able to schedule the assessment. 

HOW DOES THE SOCIAL ASSESSMENT WORK?

 When you arrive, our staff will take the leash from you and ask you to leave immediately, this is to allow your dog to bond with our staff and develop a trusting relationship as it's normal for new arrivals to feel a bit scared, unsure, etc and this is why we give them the back yard to themselves to have time to roam around, smell the roses if you will, do their business and just relax while they get use to our facility. This also helps with separation anxiety from the pet parent. 

Once your pup becomes comfortable and curious we start to introduce our most docile dogs that best match their size & weight one at a time and then we will introduce the more energetic and playful dogs etc. 

Once the 4 hrs is up and you come pick up your pup, we ask that you greet your pup in a calm manner and wait to give cuddles once you get home, this helps keep all our dogs in our care calm but also helps prevent separation anxiety as well. We will then give you a tour of our facility as well. 

WHY DO WE REQUIRE DROP OFF AND PICK UP TIMES? ?

We require drop off and pick up times when scheduling services for several reasons:

1. All dogs that first arrive need the back yard to themselves prior to introducing them to their play group.

2. We have several separate play groups at once we need to have the groups in certain areas to allow your pup to safely get to the back yard.

3.  We invoice based on time. 

WHAT ARE YOUR DROP OFF & PICK UP TIMES?

Drop Off Times: 7am-1:30pm  

Pick Up Times: 7:30am - 9:30 pm 

Please Note: If any pets are NOT picked up by 9:30pm then they will be spending the night, as our staff needs the last 30 mins of the day to take all dogs out for last chance pee and tuck everyone into bed.

PPLPR is staffed from 7am-10pm, 7 days a weeks 365 days a year, there are residence that live on the on the property all year around 

DO YOU HAVE AN EMERGENCY PLAN IN PLACE?

 Yes, we have an emergency plan in place. Thanks to our high tech alarm system which is hardwired throughout the whole building. It notifies the owner and landlord who live in the apartments above the resort. If a fire does occur, ALL staff are notified and we will relocate all of our pets to another facility in the Belleville area that is available to us until all the pets are picked up by owner or emergency contacts.  

WHAT IS THE DIFFERENCE BETWEEN A LUXURY VACATION AND A PREMIERE VACATION?

Luxury Vacationing Services 

-7am ~ First Chance Pee

-730am ~ Breakfast is Served 

-8am-5pm ​ (5 hrs of playtime

-AM~ 2.5hr Daycare then nap

-NOON- Lunch is Served (if needed)

-PM ~ 2.5hr Daycare then nap 

-5pm ~ Potty Break  

-6pm ~ Dinner is Served

-7pm -9pm  ~ Movie Night in the Luxury Doggie Lounge 

-9pm ~ Last Play/Last Chance Pee 

-930pm ~ Pawsitive Tuck In Service/Bedtime 


"Premiere" Luxury Vacationing Services

-7am ~ First Chance Pee

-730am ~ Breakfast is Served  

-8am-5pm ~ 9 Hours Playtime

-NOON - Lunch is Served 

-5pm ~ Relax Time 

-6pm ~ Dinner is served 

-7pm -9pm  ~  Movie Night in the Luxury Doggie Lounge

-9pm ~ Last Play/Last Chance Pee

 -930pm ~ Pawsitive Tuck In Service/Bedtime 

DO YOU REQUIRE A DEPOSIT WHEN BOOKING SERVICES?

 Vacationing Services: Yes, we do require a 50% deposit to be paid within 24 hrs of receiving your invoice to secure your booking, the balance of the invoice is owed when you drop off your pet.

Daycare Services: No, we do not require a deposit at time of booking, clients pay when they pick up their pup at the end of the day for single days. Prepaid Packages have to be paid in full at time of booking.  

DO YOU OFFER BULK PACKAGES FOR DAYCARE SERVICES?

 Yes, we do offer prepaid packages for both half days and full days in blocks of 5,10, 15 and 20 days, these packages do expire within 60 days from the date of purchase. The savings are 5%, 10%, 15% & 20%, the more your buy the more you save. There are no refunds for prepaid packages, no exceptions.  

WHAT IS YOUR CANCELLATION POLICY?

 DAYCARE SERVICES:  PPLPR must be notified through the petsitclick portal of the cancellation prior to the Client’s drop off time to prevent a cancellation fee,  otherwise the Client will be invoiced as a “NO SHOW” and be charged the full fee.   

PREPAID DAYCARE:  PPLPR must be notified through the petsitclick portal of the cancellation prior to the Client’s drop off time  to be able to use the day at another time otherwise the Client will lose the day due to a "NO SHOW". 


VACATIONING SERVICES CANCELLATION POLICY 


PPLPR does not provide refunds, when credit is due the Client’s account will be credited accordingly.   

Clients will receive an invoice within 24 hrs from submitting their "vacation" request, requesting a 50% deposit to be paid within 24 hrs of the invoice being emailed to the client.  Clients do have 24hrs from the time the invoice has been sent to cancel without being subject to a cancellation fee, however all clients will be charged a $15.00+HST Administration Fee regardless of the notice given for all vacationing cancellation. PLEASE NOTE: If PPLPR does not receive the deposit within 24 hrs the client is at risk of losing their booking to another client, we base our bookings on first come first paid. However, this does not mean that the original booking is automatically cancelled. If the client wishes to cancel they still must submit a cancellation request by using the View/Change/Cancel Tab. If PPLPR books another client within the suite that the deposit was not received for, the original client will be notified immediately that their suite is no longer available, at which point no further action is required from the client who did not remit their deposit. 

PPLPR requires a 50% deposit at time of booking for all vacationing requests to secure clients bookings and the balance of the invoice is due at time of drop off.

PPLPR does not issue refunds or credits if pets are picked up earlier than what is scheduled. Once the vacation starts the client is committed financially for the duration of their vacation.   

All cancellations must be received through your customer portal to be cancelled, the date the cancellation request submitted is the date that will be noted as the cancellation notification date. If cancellations are not received through PetSitClick or the client does not cancel their stay, they will be invoiced as a "No Show" for full rate of their stay.   

Cancellation Fees- (Dogs) PPLPR charges a $25 cancellation fee per night per suite unless 15 days notice is provided by the client prior to the first day booked by the client through PetSitClick ONLY. If the 15 days notice is provided the full deposit minus the administration fee will be credited to clients account, if the 15 day notice is NOT provided the client's account will be credited the deposit minus the $25 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.    

Cancellation Fees- (Cats) PPLPR charges a $12.50 cancellation fee per night per suite unless 15 days notice is provided by the client through PetSitClick ONLY. If the 15 days notice is provided the full deposit minus the administration fee will be credited to clients account, if the 15 day notice is NOT provided the client's account will be credited the deposit minus the $12.50 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.

DO YOU OFFER ANY DISCOUNTS?

 Yes, we do offer both multiple dog discounts for both daycare and vacationing services(if sharing the same suite)  and we offer your 7th Night FREE for vacationing services.  

FAQ Cont'd

Frequently Asked Questions Continued

WHAT DO I NEED TO BRING FOR MY DOGS TO VACATION?

 We require you to first ensure that your pet's profile is completed with all feeding instructions, portions and meals per day, medications -name, dose, method given and what time of day given. We also require 2 emergency contacts other than the owner of the pet(s). FOOD: Kibble - Please preportion each meal with their name on it and breakfast/lunch/dinner if different portions for each meal.  

RAW - Please ensure we know how many ounces are fed per meal if you want to bring bulk, if you feed it thawed or frozen, it's ideal to portion their meals as well in baggies and we will pull from the freezer as needed the night before and place in the fridge to thaw overnight. 

TOYS: You can bring any toys you like for your pets except NO RAWHIDE, we will not allow your pets to have any rawhide while in our care due to being a choking hazard.

BEDDING & BLANKETS: You may bring any bedding and blankets from home if you wish, we ask that you complete your pets profile including whether or not you want a luxury bed in your pets suite or not.

CRATES:  If your dog is crate trained at home you are welcome to bring their crate as well, however we do have crates here too that we can use to prevent having it lug in the vehicle, please let us know in the GENERAL NOTES Field in your Pet's Profile if you want to use one of our crates to ensure we have one available. 

TREATS: You can bring your pets favourite treats if you like but we prefer to give them Hero Dehydrated Beef or Chicken treats that we sell in our store, we give treats when we tuck your pets in at bedtime, no extra charge.

WHAT HAPPENS IF MY PET GETS ILL OR INJURED WHY IN THE CARE OF PPLPR?

Our Pet First Aid trained staff will assess your pet if an illness or injury is suspected, we then will isolate your pet from the others, depending on the severity we may contact one of our vets on call to come to our facility to assess and treat your pet then contact our client or if less severe we may contact our client then call our vet on call. 

PLEASE NOTE: If your dog is suspected of having kennel cough or a doggy cold we will require that your dog be seen by a vet to be treated and to be also cleared by a vet to be able to return to our facility for daycare or vacationing services. If we suspect that your dog has one of these contagious illnesses when dropping off we will refuse them at the door. If your dog starts to show signs and symptoms of these illnesses after attending our facility it is our clients obligation to contact us to let us know so we can take the proper steps to notify other clients of dogs that played with your dog at daycare. Minor injuries can happen during doggy play time and if our staff suspects of any injuries we will notify the client at time of pick up after daycare or treat in house if vacationing with us for example, scratches 

WHAT SECURITY DO YOU HAVE IN PLACE IN CASE OF AN EMERGENCY?

 ALARM SYSTEM - PPLPR has an alarm system and is monitored by Alarm Systems in Belleville, it monitors break ins

FIRE ALARM SYSTEM - We have a completely separate state of the art FIRE ALARM SYSTEM that communicates directly to our fire stations and it is highly sensitive to any form of heat.  We have a 5 min response time from the fire station down the street. 

DOOR LOCKED AT ALL TIMES: All our doors are locked at all times, when clients arrive they must call 613-779-5900 for a staff member to let them in, this is temporary until our security access door is installed. At which time we will have a buzzer to push at the entrance door for access into the resort.

CAMERA SYSTEM - We have 8 cameras that monitor our resort inside and out so we can observe the dogs at anytime and any unusual activity outside our resort. We can view this at any time from our smart phones or from the huge monitor at the reception desk.​​

Please Note: The owner of PPLPR lives on site and so does the landlord of the building so if an alarm goes off they will be first to respond. We have multiple fire extinguishers onsite along with Pet First Aid Kits and People First Aid Kits.  

EVACUATION PLAN: PPLPR has an evacuation plan in place that in case of an emergency that caused an evacuation of the building we have another location in Belleville on standby that will house all the pets in our care until either our clients or their emergency contacts can pick up their pets. This is very important to us as we take your pets care very seriously.