Guest Policies

Selected Policies
(Complete policies are available from our Reservations staff or at the front desk.)

  • At Rover Oaks your pet’s health and safety is our #1 concern. Prior to a pet’s arrival, Rover Oaks Pet Resort must have a formal vaccination record or receipt from a licensed veterinarian indicating that the vaccinations meet the Rover Oaks requirements listed below.   No hand-written records or owner-administered vaccinations are acceptable.  We may not be able to accept your pet if the required records are not received at least 24 hours prior to the pet’s arrival.   The following vaccinations are required after the initial series of puppy or kitten shots:

Dogs:
RV (rabies):  Annual or 3-year, based on specific documentation by veterinarian.
DHPP:   Annual after initial puppy series.  Every 3 years thereafter.
BV (bordetella or canine cough):  Every 6 months.
CIV (canine influenza virus) H3N8: Annual booster after initial 2-part vaccination*
CIV (canine influenza virus) H3N2: Annual booster after initial 2-part vaccination*

Cats:
RV (rabies):  Annual or 3-year, based on specific documentation by veterinarian.
RCP (respiratory-distemper):  Annual after initial kitten series.  Every 3 years thereafter.
Feline Leukemia:  strongly recommended

  • General Health: All pets must be in good general health to visit Rover Oaks Pet Resort. Rover Oaks will not accept diabetic pets, pets exhibiting signs of serious illness, pets with contagious viruses or parasites, or any pet we feel may need veterinary care or supervision.  Rover Oaks is not staffed for skilled veterinary care; and Rover Oaks may not be able to handle geriatric pets or other pets needing significant or special care.  For their own safety, Rover Oaks will not accept pets in heat
  • Doggie Daycare or Group Play Participation: Prior to participating in group play or Doggie Daycare, pets must be spayed or neutered and pass a social evaluation. Approved pets may have social privileges suspended if their behavior changes and they become aggressive or dominant. For more information about the Doggie Daycare program, click here.
  • Parasites: All pets will be checked thoroughly for fleas and ticks. If any are found, that pet will be treated immediately, at the owner’s expense, before being allowed to enter the lodging area.
  • Behavioral Problems: Pets will not be accepted if they show signs of, or have a history of, aggressive behavior. such as biting, snapping, or lunging.
  • Minimum Age: Pets under the age of 4 months will not be accepted for lodging, daycare or grooming.
  • Cat Lodging: Only cats that have been spayed or neutered are eligible to visit Rover Oaks.
  • Accommodations: Rover Oaks reserves the right to re-assign pets to different accommodations if they become destructive, overly aggressive or disruptive. Only large breed dogs or multiple pets from the same family may occupy a large Bunkhouse Suite (8×8).
  • Combining Non-Family Pets: For pet safety reasons, Rover Oaks does not allow pets from different families to stay in the same Luxury Suite, Bunkhouse Suite or Meow Manor condo.   With the exception of our Doggie Daycare Program, we do not arrange for pets from different families to play together.
  • Access to Lodging Facility: Rover Oaks is happy to provide facility tours to prospective clients at any time. However, in order to create a safe and low stress environment for our pet guests, Rover Oaks must limit general customer access to the lodging facility:
    • On Arrival: Upon check-in at Rover Oaks, clients may request to see their pets’ sleeping accommodations
      • Dogs: When pets arrive, we will immediately take them to an elimination yard where they can relieve themselves.  During this time clients may request to see their dog’s accommodations while their pet is outside
      • Cats: We will leave cats in their carriers while we show clients the kitty condos in Meow Manor.
    • During Your Pet’s Stay: Clients (or friends of clients) are not allowed to visit pets during their stay.  However, we are happy to provide you with an update on how your pet is doing by calling or emailing our Pet Care Department.
  • Medical Attention: Rover Oaks strives to provide a safe, stress-free facility for owners’ pets.  However, some pets react differently to new environments and separation from their owners.  There is even some risk that pets in the same family may engage in rough play and injure one another when staying together.  In non-emergency situations (e.g., continued diarrhea, loss of appetite), we will contact the owner or owner’s designee to discuss the recommended protocol.  For emergencies in which urgent care appears needed, we will transport the pet to our on-call veterinary clinic and then contact the owner.  Please see our Pet Care Warranty program for a description of eligible veterinary expenses reimbursed by Rover Oaks.
  • Deposits / Cancellation Policy: Rover Oaks requires a deposit equal to 2 days of lodging in the selected accommodation during weekends and holiday periods. Customers who cancel within 7 days of their arrival date or do not show up for their reservation will forfeit this deposit. There is no penalty for cancelling or changing a reservation (subject to availability) as long as 7 days’ advance notice is provided.   For non-peak periods, no deposit is required. Customers who repeatedly cancel reservations (with or without 7 days’ notice) may be required to provide a non-refundable deposit equal to 2 days of lodging for each future reservation.
  • Damage Fee: Rover Oaks does not charge a damage deposit for pets staying in the luxury suites.  However, should any damage occur in our luxury suites, we will charge a modest fee to cover repairs.
  • Customer Service  Hours: Click here to see our hours of operation.
  • Personal Items: Please mark all items clearly with your pet’s name. We cannot be responsible for any item left with your pet.
    • Treats/Food: We accept most foods and treats.  We prefer your pet’s food to be placed in disposable zip-lock bags.   We do not accept any rawhide products, greenies, or items that may present a risk to your pet while lodging.  Such items will be stored by the supervisors until you pick up your pet. Personal food bowls and water bowls will not be accepted.
    • Medications: We can administer oral or topical medications for your pet, but not injections. Prescription medications should be provided in their respective prescription containers, along with clear written directions. Medications must be kept separate from foods.
    • Bedding: Blankets and similar bedding are allowed. Beds or stuffed bedding that cannot be laundered using our equipment at Rover Oaks is discouraged.
    • Crates: We do not allow dog crates to be placed in the pets’ enclosures. Our staff must be able to easily observe and monitor pet health and behavior constantly throughout each day
    • Toys: Maximum of 3 toys per pet. Please understand that there is a good risk of misplacing these items due to our daily sanitizing procedures
  • Leash Policy: For the safety of our clients and their pets, all dogs must be on leash and under control anywhere on Rover Oaks property where the public has access. Likewise, all cats must be in carriers when dropping them off or picking them up.
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