Frequently Asked Questions

I cannot access my online booking account?

You may have called in the first time to make a reservation instead of using our 24 hour online booking system. You will have to call us to get a password. If you have booked online with us before and have forgot your password you can request a new one automatically generated by our booking system or you can call us and we can give you a new one.

I need to cancel or change the drop off / pick up dates of my booking.

You can use our online booking program to change your drop off / pick up dates and change boarding packages if you wish. All you have to do is log in to your account and edit your booking. We will send you a confirmation email when approved.

Please remember that we require 48 hrs notice for any cancellation. There is a $20 charge for any cancellation under 48 hrs notice.

I have tried to call but I keep getting voicemail.

If you have tried to call but seem to always get voicemail please leave us a message. If no one is available to take your call it probably means that we are busy attending to the pets in our care, we are helping a customer who is picking up or dropping off their pet, or we are already on the phone with someone else. Please leave us a message with your name, phone number and the reason you are calling and we will return your call at the earliest convenience. For immediate service you can always access our online booking program to make a reservation for your pet.

My female dog is in heat. Will you still allow us to board her?

Female dogs in heat are welcome. When your female dog is in heat they produce a scent that is most appealing to male dogs. We have found that male dogs urinate and bark excessively in the kennel and can also behave badly in social play. They will be kept as isolated as possible and placed on our Bronze package if the owner is unable to make alternative arrangements.

What should I bring with my dog(s)?

Vaccinations records are the most important. For first time boarders, we need to see proof that all vaccinations are up to date. For returning customers, we need to see proof that vaccinations have been updated following expiry. Customers can easily upload their vaccination records to their profile through the customer portal.
Call your vet as soon as possible to ensure your pet’s vaccinations are up to date. Dogs require three core vaccines, while cats need two. Consult your vet for any questions regarding efficacy or concerns. All pets MUST be vaccinated unless exempted by your clinic. If a vaccine expires during your pet’s stay, it must be updated before arrival. For the safety of our guests and staff, we cannot accept pets with expired vaccinations. It is the owner’s responsibility to ensure compliance.
Please bring your dog’s food in a tupperware container or its original packing, avoiding glass or porcelain cups or scoops. These items can break if dropped, potentially causing harm to your pet or others. Additionally, we store food containers above the kennels, so sturdy, non-breakable containers are essential. We provide all food and water bowls, bedding, and milk bones for your dog’s comfort. Please leave your food dishes at home. Toys are always welcome but we ask they are the size of your fist or larger and nothing with high dollar or sentimental value. We allow chews, antlers, bones, and toys, but please note that no toys or bones will be left overnight. If a dog chews or damages blankets, we cannot leave them down either. All dogs are provided with a raised, chew-proof KURANDA bed for comfort. Pack whatever tool you use to walk your dog. Harnesses, Haltis, Gentle leads and prongs.

What should I bring for my cat?

Vaccinations records are the most important. For first time boarders, we need to see proof that all vaccinations are up to date. For returning customers, we need to see proof that vaccinations have been updated following expiry. Customers can easily upload their vaccination records to their profile through the customer portal.
Call your vet as soon as possible to ensure your pet’s vaccinations are up to date. Dogs require three core vaccines, while cats need two. Consult your vet for any questions regarding efficacy or concerns. All pets MUST be vaccinated unless exempted by your clinic. If a vaccine expires during your pet’s stay, it must be updated before arrival. For the safety of our guests and staff, we cannot accept pets with expired vaccinations. It is the owner’s responsibility to ensure compliance.
We supply all litter pans and cat litter as well as bowls. Please bring whatever comforts from home. Toys are welcome but we do have some at the kennel. Your cat’s diet—same as the feline explanation, just reiterated.

I don’t have a copy of my vaccination records

You can call your vet and have them emailed over to us. Our email is info@countrysidekennel.ca. Customers can easily upload their vaccination records to their profile through the customer portal.
Dogs require three core vaccines, while cats need two. Consult your vet for any questions regarding efficacy or concerns. All pets MUST be vaccinated unless exempted by your clinic. If a vaccine expires during your pet’s stay, it must be updated before arrival. For the safety of our guests and staff, we cannot accept pets with expired vaccinations. It is the owner’s responsibility to ensure compliance.

My dogs or cats vaccinations have expired and I’m boarding soon. What do I do?

Call your vet ASAP and get them updated. The inter nasal bordatella (kennel cough for dogs) MUST BE GIVEN the minimum of 4 DAYS BEFORE BOARDING. All other shots can be given 24 hrs before boarding. Customers can easily upload their vaccination records to their profile through the customer portal.
Dogs require three core vaccines, while cats need two. Consult your vet for any questions regarding efficacy or concerns. All pets MUST be vaccinated unless exempted by your clinic. If a vaccine expires during your pet’s stay, it must be updated before arrival. For the safety of our guests and staff, we cannot accept pets with expired vaccinations. It is the owner’s responsibility to ensure compliance.

When filling out the vaccination expiry’s for my dog/cat is says “booster” What is this?

The booster is your dogs DH2PP or your cats FVRCP.

I didn’t receive my confirmation email?

Some email providers block or send the email to your spam filter. You can make sure you get your emails by adding us to your contact list. Please add the following email : countrysidekennel@propetware.com.