New clients often have questions about our services, policies, and procedures. Here we address the most frequently asked questions that we typically receive.
Holidays and summer weekends tend to fill up quickly. Try to make reservations as far in advance as possible to ensure your dog's spot.
If you do not add on Daycare to your Hotel Stay (your dog must first pass our assessment test if you want to add this), yes, your dog will be in the room all day except when they go out for their potty breaks. These breaks are around 6am, 9am, 1pm, 6pm and 9pm (5 per day).
Yes. We can feed dogs who stay in the same enclosure separately so they can both eat in peace. Let us know this when you check in and we'll make a note of it on their account.
Yes, but only if you specify them as someone approved to pick up your pet. At the time of pickup, payment will need to be made so we will need to bill your credit card on file or other arrangements must be made.
Yes. To maintain consistency we do recommend you bring your dog’s own food. We also kindly request that it be brought in portioned amounts for each meal-typically in small baggies.
We require you bring your dog’s own food to reduce the number of changes from home to the hotel. Keeping your pet’s diet consistent will reduce the chance of digestive upsets. You are welcome to bring in the food in the original packaging or the container you keep it in at home, so that bringing it along is simple and easy. Remember to bring enough food to last their entire visit with us.
Absolutely! We do provide elevated beds, however, feel free to bring anything special from home that your dog will especially enjoy with their stay.
Because we only allow a certain amount of dogs per day for safety reasons, we fill up very quickly. Typically, we recommend you reserve your spot a few days in advance. If you need a last minute reservation, please call us as we may still have space for you.
We have Kuranda beds (raised cot). You can also bring your own bedding as well. The replacement fee for sheet set is $10 if chewed up/torn. Although we do not want/like to, other items we reserve the right to charge for damages would include door handles, door trim, drywall, etc.
Yes. We can give medication at no extra charge.
Pooch Palace cannot accept evaluations from other facilities. However, we will absolutely take all of you and your dog's hard work with training and evaluations from other facilities into consideration during your dog's Evaluation Day.
We request vaccines be administered at least 2 days prior to your arrival. This will allow the vaccine to develop effectiveness and will give you time to watch for any adverse reaction the vaccines may cause. We require Distemper, rRabies, and Bordetella.
Have your veterinarian email your pet’s vaccine records or call us prior to your arrival date so that we may prepare our records prior to your arrival.
We will contact you or your designated alternate in case of serious problems. We also keep your veterinarian’s name and phone number in our records so that we can contact them for emergencies and consultations. If something happens after your veterinarian’s office is closed, we will transport your pet to Purdue Emergency Clinic.
Similar to the Flu vaccine for humans, Bordetella is not 100% effective. There are many different strains like the Flu virus and the vaccine definitely does help prevent your dog from getting it, but, it is not a guarantee. The issue with Dog Daycare and Kennel Cough is symptoms do not show up for 3-7 days. This means a dog could have it and potentially pass it on without even having any symptoms yet. This makes it very difficult for a facility like ours to keep it completely out. We have strict cleaning protocols we follow and will even close daycare down if we have multiple cases of it. We highly recommend boostering your Bordetella vaccine. This means you can get it every 6 months instead of every year. This will only help
Yes. We recommend making reservations for all services. Reservations will ensure that we have a hotel room or grooming appointment available. We would like to know approximately what time you expect to drop off and pick up your pet. We will do our best to accommodate any special requests.
Depending on the size of your dog along with their breed, hair length/type and the Grooming package you select a groom can take up to 4 hours. There are many other factors that can increase the time we need for a groom which include if your dog needs to be towel/air dried vs. using our blow dryer. Finally, on busier days, it may also take a bit longer. We try and give as accurate as possible estimate when you drop off, but, we always call once your pup is done.
As we are getting busier, we have many dogs to take care of in the facility on a given day. Unfortunately, this does not always allow us to get to the phone in time. Please leave a message as we will get back to you in a VERY timely manner.
Pup-Grass® A synthetic turf specifically designed for dogs. It is the only artificial grass in the world made by a pet product company. Pup-Grass® is Non-Toxic and a healthier option over other surfaces AND no more dirt and mud when you pick up your pup! http://pup-grass.com
Much like a human hotel, we need time to thoroughly clean and prepare the pet suites. Unlike a human hotel, your pet requires our care and attention for any walk, feeding, or playtime and cannot simply wait in the lobby unattended. Thus, early arrivals and late departures receive additional services. If your pet goes to daycare on the arrival or departure date, the fee is waived as the hotel daycare fee applies. If your pet is groomed on the departure date, we will waive the late departure fee.
Our lobby is closed on all major Holidays. If you are wanting to drop-off or pickup on a Holiday we are closed, we require you do so at designated times of 9:00am and 6:00pm only. Along with that, if you are picking up on a Holiday you will need to pre-pay for your stay. The reason is because we will have staff here to be taking care of the dogs, but, they will not be trained on taking payment, etc.
Our Groomers work on commission. If someone no-shows are cancels within our 24 hour cancellation window, we will not have time to refill that time slot and therefore, they then do not get commission for that groom. The Groomer also can charge late fees if more than 5 minutes late for your groom (based on their discretion). If 15 minutes or more late, the Groomer may need to cancel your groom as they have very busy schedules each day.
Our pet care staff is trained to monitor your pet’s health and welfare and administer first-aid treatment while they are in our care. If something occurs during normal business hours we will contact your veterinarian, if we can’t reach your veterinarian and it is a non-emergency then we will contact your Vet. If it is after hours we will contact the Purdue Emergency Clinic.
Customer acknowledges that Pooch Palace has a 48 hour-CANCELLATION POLICY for reservations made for a hotel stay during non-holiday period (defined below).
**All weekend Boarding reservations require a 48 hour cancelation policy. If you do not cancel before the 48 hour time window, you will be charged a one night fee of $65 (provided we cannot refill the room and/or are not full in boarding. Weekends are almost always full, so, please ensure you cancel prior to the 48 hours to avoid the fee. Thank you for your understanding**
We require pre-payment for ANY Holiday Boarding reservation. Customer acknowledges that Pooch Palace has a two week-CANCELLATION POLICY for reservations made for a hotel stay during any holiday period, which is defined as the following periods in each applicable calendar year:
1. The period beginning December 18 through and including January 8.
2. The period beginning the Sunday before Thanksgiving through and including the Monday following Thanksgiving;
3. The period beginning July 1 through and including on July 8;
4. The period beginning the Thursday immediately before Memorial Day through and including the first Tuesday following Memorial Day;
5. The period beginning the Thursday immediately before Labor Day through and including the first Tuesday following Labor Day;
6. The period beginning the Thursday immediately before Easter Sunday through and including the first Monday following Easter Sunday; and
7. Any weeks during the Spring Break school holiday.
All Holiday reservation must be cancelled two weeks prior to stay for a refund. If cancellation is less than two weeks prior to stay, Customer shall be required to pay and shall be charged the full cost of the cancelled boarding reservation.
