FREQUENTLY ASKED QUESTIONS

What makes you different?

We believe many things make us unique at our luxury pet hotel, our passion for pets, our cleanliness, our services & facilities, the love and care we give both dogs and cats is our No 1 priority at all times.  We not only have 6 acres to walk your dogs, but we also have an off – lead secure  exercise area which is fenced and safe for lots of fun play times.  We want you to be able to leave your pet in total confidence that they will be safe, secure, happy and loved while you are away with dedicated staff members who have animal care & management qualifications to give you peace of mind so you can truly enjoy your holiday, we even post daily pictures on our Facebook page so you can keep an eye on what they are up to on their holidays.

Are you a licenced by the local authority?

Absolutely, we are fully licensed under Durham County Council, we undergo regular checks to ensure we meet the highest standards of accommodation and care by the local authority. Our facilities exceed their requirements.

Can I come and view the facilities?

Of course, in order to provide the dogs with as little disruption as possible, we have restricted viewing times, you may view our facilities between Thursday – Saturdays anytime between 1pm – 3pm no appointment necessary. We do ask that if you have to bring children that they are well behaved and quiet whilst we are in the blocks as this can upset some guests.

Do our dogs need to be vaccinated?

Yes, all dogs staying at the hotel need to show evidence that vaccinations are up to date. This is for the safety of your pet and all the pets staying with us. Please read our terms to see what vaccines are required for their stay with us. We do prefer to see these 1 month before check in if possible to ensure they meet our requirements so that no pets are refused entry.

My dog/cat is on a special diet. Is this a problem?

Not at all. We cater to many diets, but if you wish you can provide your dogs/cats food. Please ask a member of staff for more details on which foods we can supply which is included in the price.

Can I bring my dogs own things?

Yes, absolutely. We provide raised beds and raised bowls, but something of your pets own in addition particularly if it has some scent of home that will help them settle down more quickly. You may also bring any special treats/toys.  Please note we do not allow plastic beds, duvets, foam beds, bean bags, rawhide chews, cooked or raw bones, a small blanket or throw is adequate for their stay  particularly if it has some scent of home that will help them settle down more quickly. You may also bring any special treats/toys. Please note we cannot guarantee their safe return should your pet damage them.

When do I need to book?

We will always try our best to accommodate your pet, but we do get very busy especially in holiday periods, so please book as far in advance as you can to avoid disappointment. We ask for a non- refundable deposit,  Please see our terms for more details of our cancellation policy.

Can our pets stay together?

Our luxury rooms are of generous sizes and can accommodate multiple pets from the same family staying together. This can be a great comfort for the pets being together. There is also a discount for pets sharing. However, we never mix pets from different families that don’t usually live together. Your pets will be allocated the correct size room for their  size, occasionally they may be upgraded to a larger room at quieter times of the year.

Can you pick our pets up from home?

Sorry we no longer offer this service.

Can my dog have a bath while with you?

Yes, we think it’s a nice idea to have your dog bathed the day before ready for your return. We can do this for a small fee please ask a member of staff for more details, please note this must be pre-booked.

What do I need to pack for my pets stay?

Their vaccination card is very  important, as we won’t be able to accept your pet without it. Then, any bedding or toys/treats/food you want to bring and any medication your pet requires.

Is there someone to look after my dog(s)/cat(s) in the evenings when you are closed?

We live on-site and there is always someone  to care for the dog(s), cat(s) 24 hours a day, 7 days a week.

What is the procedure at check in/out times?

We find that customers feel happier if they come to the pets room at check in/out time, we have always found this one of our unique quality’s, although we do find if you are feeling upset and emotional this can pass on to your pets who will then be anxious at this time, so we ask all customers to try and be as calm and happy as possible and not to make too much of a fuss and to encourage them to go in the outside run at which time it is then best if you leave the room saying what you would usually say when you leave them at home for a few hours, again at checkout time we ask that only 1 or 2 people come to the room and be calm keeping in mind there are other guests in the block who may find this upsetting and stressful.

Can my dog play with other dogs?

No, this is for all dog’s safety whilst in our care, we also feel they benefit from that 121 with a staff member rather than having to share them with another 10 dogs.

How much exercise is included in the daily rate?

All dogs in each room will receive 2 x10 minute walk/play sessions per day, although we do offer extra services at an additional cost, which is charged by the time not per pet. Any extra services you wish your pet to have must be pre booked to ensure we can cover these in our daily routine and have enough staff here to cover them.