Having Reservations about your stay? We're here to help

We want to ensure that all guests are fully aware of our policies, all of which are in place to protect the animals that board within our facility!

We will immediately call you to get your authorization to treat your baby. You will have one of two options available to you. We can either transport your dog or cat to your Vet for a fee or we can utilize the Philadelphia Animal Hospital at no additional emergency cost (regular vet fees apply). If we cannot reach you or your emergency contact, we will act on your behalf and take pro-active measures to ensure the health and welfare of your pet.

We require that your dog is current on Rabies, Distemper, and Bordetella (kennel cough). The Pet Hotel requires Bordetella to be adminstered every 6 months. Dogs that have not had a Bordetella vaccine within 7 months prior to the desired entry date into the hotel will need to have the shot given minimum TWO WEEKS before the dog is scheduled to enter the building. Any dog entering our building for grooming, daycare or boarding will be held to the same vaccination standards. Keep in mind, that although your dog may be vaccinated there is always a possibility it may get sick. It is analogous to sending your child to daycare, he/she may have received a flu shot, but there is always a possibility he/she may get sick. We require that cats are current on FVCRP and Rabies.

The optional insurance will cover all medical expenses incurred while your pet is in our care up to a maximum of $500 per stay. The optional insurance only provides coverage at the Philadelphia Animal Hospital. Please do not purchase the optional coverage if in the event of emergency you want your dog or cat to be seen by any other veterinary practice. We will also cover Kennel Cough if it appears within two days after your dog has boarded with us.

Yes, all dogs and cats are required to be current on either Frontline or Advantage, which means you have administered Frontline or Advantage no more than 20 days prior to staying with us. If we find that your pet has fleas we will treat it with either Frontline or Advantage and charge $20 for the application of the product. We treat your pet for fleas regardless of whether or not we can get in touch with you in order to prevent an infestation within the facility.

We strongly recommend that your dog receives an exit bath before you take them home. After 3 or more consecutive days of vigorous outdoor play, it is normal that a dog would require a bath. You have the right to opt-out of the Spa Bath, but you must sign a waiver to acknowledge that your pet may not be as clean as when you dropped them off at the facility.

Due to the exclusive nature and high demand for our Villas, Philadelphia Pet Hotel & Villas will assess a $100 fee for clients cancelling their reservations without giving 72 hrs notice. No future reservations can be made until fee is paid in full. For all other reservations including suites, luxury suites, or grooming appointments, Philly Pet Hotel requests at least 24 notice to cancel reservations. Failure to provide 24 hours notice will result in the assessment of a $100 fee, and future reservations will be restricted until fee is paid in full. Clients who no call,no show for any boarding reservation will be assessed an immediate $100 fee which must be paid in full to reinstate boarding privileges. Philadelphia Pet Hotel & Villas reserves the right to refuse service to clients who show a pattern of cancellations and no shows, and will determine its ability to service those clients on a case by case basis.

We encourage owners to bring serving-sized prepackaged food as to prevent a possible upset stomach from a change in diet. Feel free to bring 1 or 2 toys, a blanket, treats, medications, etc. (Keep in mind that we will not leave a toy with a dog if we deem it to be a choking hazard. If you would like to bring anything else, just ask management for approval. We will not be held liable for the condition in which items are returned.)

Check-ins will be accepted from open of business till 30 minutes before close of business each day. (see posted business hours) Anyone checking in outside of these parameters will be assessed a $25 fee. Boarding check-out is by 2p.m. Please note that the addition of a grooming service or an exercise package to the last day of your dog’s stay will only extend your check-out time till close of business that day. Checking out after business will still result in an additional $25 fee. Daycare check-out time is by close of business each day. Daycare clients wishing to pick up after business hours will be assessed a $10/hr. late fee, no maximum fee. Any client wishing to check-out after hours is required to disclose their plans to the Concierge upon check-in. The entire balance must be paid in full at that time. ONLY CURRENT CLIENTS ARE PERMITTED TO CHECK-IN BEFORE OR AFTER BUSINESS HOURS. The first client check-in experience MUST occur during business hours.

We have put a couple of simple safeguards in place to ensure the safety of your baby. 1. He/she will be monitored 24hrs/day and any emergent situations will be handled as if it were our own dog. 2. Upon entrance into the facility all dogs and cats get a locker that is specific to them. All of their personal belongings, food, treats, and medications are housed here for easy access (items requiring refrigeration will be stored in our refrigerator with the animal’s name on the item’s label). 3. All dogs will have a separate clipboard with all pertinent information on it, including specific owner requests. This ensures seamless communication to all staff at all levels, and provides consistent care to your pride and joy!

Yes, The Concierge's desk is closed on all major holidays. If you need to check in or out on a holiday, a $50.00 will apply to all customers including preferred members.

If you spend $1,000 in one calendar year, this qualifies you to become a Preferred member of the Philadelphia Pet Hotel. Your benefits include: 10% off all boarding & grooming fees and no early or late checkout fees will apply.

Yes, it is mandatory that your dog come in wearing a collar to participate in group play and for daycare visits. This is for the safety of us as well as your dog.

You may come and tour our facility at any time during our open business hours. However, we would like to remind you that during peak hours, you may experience a wait time of 5 - 30 minutes, as clients checking in & out take priority.

Yes, we do offer van service for pick up and drop offs. This service is provided in the Philadelphia Metro Area only. Reservations must be made 7 days in advance in order to schedule a ride. Pick up fees apply depending on the area you live. Call front desk for prices.

Yes, a minimum of a 3 night stay will be required over a holiday vacation.

Yes, before your dog/cat can be scheduled for a groom with us, you must provide us with proper documentation of current vaccinations. Rabies, Distemper & Bordetella (kennel cough). Cats do not need Bordetella vaccine. The Pet Hotel requires the Bordetella to be adminstered every 6 months. If your dog has had no bordetella within 7 months of your desired groom, you need to have the shot given two weeks prior to your arrival groom time. We feel strongly about this as your dog will be held in our standard suites where boarding dogs are present.

1. All dogs that enter our building must receive the Bordetella vaccine every six months. 2. When we suspect that a dog is exhibiting signs and symptoms of either an upper respiratory tract infection or kennel cough that dog is immediately separated from the rest of the boarding & daycare dogs and is not allowed to re-enter group play until the dog is cleared by one of our veterinarians. 3. Our building is set-up with individual heating, cooling and ventilation units for each of our Kennel runs. This is very advantageous in the event of a known case; we are able to contain and minimize the threat of an outbreak. 4. Our entire building is sanitized every evening by our 24HR. kennel staff that is on-site. In addition to providing supervision, love and of course your baby's midnight stroll their role is vital in disease prevention by ensuring the deep clean process of our building AWAYS remains intact. 5. We restrict all dogs with known cases of Kennel Cough from entering the building until 14 days after their last cough or 14 days after the final dose of medication has been given. 6. We offer pet insurance for $4/day, which provides health protection exclusively granted by the Philadelphia Animal Hospital up to $500/stay. This insurance plan also covers your pet for Kennel Cough or Upper Respiratory Tract Infections for up to 3 days after your dog leaves our facility.

The most minor signs of Kennel Cough include coughing usually described as a dry hacking, or even as severe as gagging and expulsion of white foamy liquid. The more serious signs of Kennel Cough include: loss of appetite, lethargy and nasal discharge. Consult your veterinarian immediately if any of these signs are exhibited. Additionally it is imperative that you notify hotel staff so that we may take the necessary precautions in order to ensure the safety and welfare of new inhabitants entering our building.

Yes, any dog entering the building for grooming will be held to the same vaccination standards. The reason being that grooming dogs are held in the same boarding suites as our overnight dogs waiting to be groomed.

No, the Pet Hotel will only perform Bordetella Vaccinations on dogs that have received a Bordetellla no later than 7 months prior to the desired entry into the hotel.We will need documentation from your Vet. Dogs that have not had a Bordetellla within 7 months of the desired entry date into the hotel will need to have the shot given minimum two weeks before gthe dog is scheduled to enter the building. Please be advised that any client who wishes to have the Bordetella vaccine administered within the hotel will be required to sign a waiver.

The Bordetella Vaccine is only effective at inoculating 3 out of the 8 known strains of the infection. The vaccine provides inoculation from the 3 most virulent strains. Please keep in mind that a vaccine is never a 100% guarantee that your dog will not develop symptoms of Kennel Cough or an upper respitory tract infection. Many factors influence a dog's ability to fight off a cold or infecton, including stress due to change of environment, general physical health, prior vaccination history, exposure levels, extreme changes in humidity and temperature, etc....

Kennel Cough is a bacterial infection and upper respiratory tract infections can present themselves as both viral and bacterial infections. Most dogs that experience viral upper respiratory infections are easily remedied by letting nature run its course. Often times the dog's immune system is able to ward off the virus.

Viral upper respiratory infections are extremely contagious and cannot be prevented with a vaccine. Nose to nose contact or being in the blast radius (generally 15 feet or less) of an infected dog is all it takes to spread either kennel cough or an upper respiratory tract infection. Older, younger and immunocompromised dogs are most at risk for infection. It is especially imperative that these owners take all necessary precautions in order to ensure a healthy boarding experience.

The incubation period is 2-5 days.

The Philadelphia Pet Hotel can administer the vaccine for you upon check-in. Please be advised that you will be required to sign a waiver.