Make a reservation

You can make a reservation for your pet at any time, from the Reservations page in the portal.

Before you reserve

You can make a reservation once you have at least one approved pet. If your pets are still waiting for review, the Reservations page shows a message. Usually the message means the facility is waiting for vaccination records. Make sure you upload every required document for each pet.

If your facility requires a trial visit, you will see a Schedule Trial button for the pets that need a trial visit. The Schedule Trial button can appear next to the New Reservation button if you have other approved pets.

The reservation process has five steps:

Details → Schedule → Add-ons → Review → Confirm

You can return to an earlier step at any time. Trial reservations are different: the steps move forward only.

note

A countdown timer reserves your spot while you make the reservation. A message shows the text: "Reservation reserved for 9:45". If the countdown reaches zero before you finish, the system asks you to start again. Collect your dates before you start.

Step 1 — Details

Click New Reservation. Answer three questions:

• Which location will you visit?
• What service do you want? The service cards show the approximate duration, if the service has a set duration.
• Which pets need this service? Select one pet or more than one pet. If you have more than one pet, a Select all pets box appears.

Click Next.

The Details step shows your location, the services offered with their typical durations, and your pets. The Select all pets box appears when you have more than one pet.

Step 2 — Schedule

The screen depends on the service you select:

• Daycare — Select your days on the calendar. The calendar shows unavailable days in gray; you cannot select them. If you have more than one pet, select the number of Rooms you need and assign a room to each pet. If a pet boards alone, the system gives it a separate room automatically.
• Boarding — Enter the Check In Date/Time and the Check Out Date/Time. The facility's open hours limit the times you can select. Select the rooms you need, then click Check Availability. Select a room rate from the results. Each card shows the nightly price for each pet. The card marks discounts for more than one pet. Some holiday dates have a minimum-night rule or a check-in or check-out restriction. The page shows any rule that applies to your dates.
• Grooming and appointments — Select a staff member, or select First Available. Then select a date and an open time from the week view. Use the Prev Week button, the Next Week button, or Jump to week to view other weeks.

Daycare: Select your days on the month calendar. The calendar shows past days in gray; you cannot select them. The count of selected days appears below the calendar.

Boarding: Enter the check-in and check-out dates and times. Click Check Availability to show a list of room rates with the nightly price for each pet.

Grooming: Select a staff member or First Available. Then select a date from the week strip and an open appointment time.

Step 3 — Add-ons

Add items for your reservation. First add items for each pet, then add items for the whole reservation. Each add-on shows its price and how the system charges it: Per Night, Per Stay, or Per Visit. Use a checkbox to add a recurring service. Use the Add button and the quantity control to add a one-time item.

Add-ons for each pet, with their prices. Recurring services such as food use a checkbox. One-time items use the Add button. The countdown timer continues to reserve your spot.

Click the continue button on the page to save your selections.

Step 4 — Review

The review page shows the list of your services and dates, an Estimated Invoice with every line item, a subtotal, and Total Due Today.

• Promo code: Enter the code in the Promo Code box. Click APPLY before you click Complete Reservation.
• Deposits — If the service needs a deposit, the page shows the amount and the saved card that the facility will charge. If you have no card on file for that location, the portal sends you to add a card first. The portal applies Store credit automatically before it charges your card.
• Some facilities collect the deposit at drop-off instead. In this case, the page shows this message: "This deposit will be collected when you drop your pet(s) off."
• Daycare coupons — At facilities that use coupons, you pay for daycare visits with coupons. If you do not have enough coupons, the portal offers you a coupon pack. The portal shows this message: "There are not enough coupons for this reservation. You will need 3 coupon(s)…" Select a pack. The portal adds the pack to your total and charges you when you complete the reservation.

The Review step shows your schedule of services and dates, the estimated invoice, and the countdown that continues to reserve your spot. In this example, a daycare coupon pays for the visit, so Total Due Today is $0.00.

Click Complete Reservation. When you click this button, you agree to the Terms of Service and the Cancellation Policy. The page links to both documents. Click a link to open and read the document before you complete the reservation.

Step 5 — Confirm

You will see the message Reservation Confirmed!. If you booked a trial, the message reads Trial Confirmed!. If you booked more than one reservation at the same time, the message reads Reservations Confirmed!.

The Confirm step shows the confirmation message, but the badge shows the status Pending Approval. The reservation now waits for staff review.

important

Confirmed means submitted, not yet approved. Your reservation appears on the Reservations page with the status Pending Approval. The reservation shows a note similar to "An employee at your kennel will review your reservation soon." The reservation confirmation email arrives after staff approve the reservation.

Trial reservations

If this is your pet's first visit and your facility requires a trial, use Schedule Trial. The portal explains why:

"When pets are visiting for the first time at a facility, a Trial Reservation is required to get a feel for how well your pet integrates with the other pets at the facility."

A trial is a single daycare day. During a trial, the steps move forward only. After the trial, your staff review the visit. If your staff approve the pet, the pet can make a regular reservation.

Your reservations at a glance

Each reservation appears as a card. The card shows the service, the date, the Reservation ID, the Location, the Status, the run rate for boarding and daycare reservations, and your pets. A short note shows what happens next:

What it says	What it means
"An employee at your kennel will review your reservation soon."	The reservation waits for staff approval.
"Get ready to check-in at 9:00 AM on 3/14."	An upcoming boarding reservation.
"Dropoff any time after 7:00 AM."	An upcoming daycare day.
"Please have your pet/pets ready for their appointment at 2:30 PM."	An upcoming grooming appointment.
"Pickup anytime before 6:00 PM."	Your pet is checked in.
"We hope to see you again soon!"	The reservation is complete.

When a reservation has an invoice, its card shows a View Invoice button. Click a reservation to open the details page. The details page shows a status banner, the location and service, the arrival and departure, the estimated or final total, your pets, and every service and product on the reservation.

Cancelling a reservation

You can cancel online while a reservation is Pending Approval or Reserved. After the reservation is checked in or completed, the button is disabled. The button shows the tooltip "Cannot be canceled online - call for cancellation". Contact the facility instead.

Click Cancel Reservation. The confirmation page shows what happens to your deposit under the facility's cancellation policy:

• Fully refundable — "You will receive $60.00 for your refund."
• Partially refundable — the page shows the policy percentage and the exact amount.
• Not refundable — the page shows the policy's cutoff window.

Click Cancel Reservation to confirm the cancellation. Click Go Back to keep the reservation.

caution

If you cancel a daycare reservation that you made after 5:00 PM the night before, you lose the coupons you used. The page shows this warning before you confirm the cancellation.

If your refund comes back as store credit

If the facility has retired the card reader used for your deposit, the portal cannot return the money to your card. Instead, the portal offers you store credit in a Refund Unavailable dialog:

"The selected reservation is unable to be refunded due to the payment device being retired. If you would like to receive store credit press accept, otherwise you can go back and contact the facility for more options."

The portal applies store credit automatically to your future deposits and services at that facility. If you want the money returned to a card instead, click Go Back and call the facility.

Need to change dates?

You cannot change a reservation online. To change the dates or pets on a reservation, cancel the reservation and make a new one. You can also call the facility; staff can change the reservation for you.