Our Policies

Boarding Policies

We at The Retreat at Creekside strive to make every guest(s) stay as comfortable and as safe as possible. In order to make sure this happens, and operations run smoothly at The Retreat at Creekside we have set up the following policies;

  • All guests must be compliant with our vaccine policies or have set up a documented special circumstance with management.

  • All guests must have up to date medical files on record at The Retreat at Creekside.

  • Any guests who are not clients of Creekside Animal Clinic must contact their primary pet care provider and have them send us their guest(s) records.

  • Any new pet parents wishing to board their pets with us must fill out a new client form and be entered into our system with current contact information and a current address.

  • New pet parents, and any new additions to existing pet families will also be asked to fill out a personality questionnaire prior to their first visit.

  • The Retreat at Creekside will consider any guest who has not been picked up on their checkout date with out previous contact from the owner or an approved party as a delinquent boarder. Delinquent boarders will be charged for every day they overstay their visit. Any boarder who is found to be delinquent while boarding in a luxury room will be moved to a non-luxury accommodation unless not available.

  • Any guest who is still boarding for ten or more days after their scheduled checkout date will be put up for adoption or surrendered to the local animal authority, at the discretion of The Retreat at Creekside, LLC unless we are contacted by the pet parent.

  • Payment is due for boarding services at time of checkout. No guest may be checked out without payment.

  • All pet parents will sign an emergency care form and determine what is to happen in the case of an emergency and The Retreat at Creekside deems it necessary for medical care is to be administered to their pet(s).

  • Any guests who are determined to be incompatible with the reserved boarding environment will be placed in more compatible/separate boarding accommodations and the pet parent will be held financially responsible for any additional the boarding fees incurred.

  • Payment Policy: All fees incurred for boarding services and products must be paid when the guest(s) is checking out or at time of sale. We do not bill forward. For our client’s convenience we accept, American Express, Visa, Mastercard, Discover, Cash and Checks. We do not accept postdated checks. A returned check fee will be applied to the account of any client who check has bounced.

 

Cancellation and No Show Policy

We at The Retreat at Creekside pride ourselves on providing the best service to our furry guests. This cannot be accomplished without the participation of our pet parents. Because of this, we ask our pet parents to please report cancellations at least 24 hours (if possible 48 hours) in advance of the scheduled boarding reservation.

Pet parents who are scheduled for a boarding visit and do not keep their reservation, without canceling, take up valuable space that could have been used by our other guests as we do not overbook. Because of this, one night of boarding fees for the reserved room(s) will be applied to the account of the pet parent that fails to notify The Retreat at Creekside of a cancellation or a rescheduling of the reservation.

Major Holiday Policies

We at The Retreat at Creekside strive to make every guest(s) stay as comfortable and as safe as possible. However, some portions of the year increase the demand for our services. During these major holidays we strive to provide the same standard of care. In order to make sure this happens, and operations run smoothly at The Retreat at Creekside we have set up the following policies; (These policies are in addition to our General Boarding Policies)

  • Major Holidays include:

    • Christmas

    • Christmas Eve

    • New Years

    • New Year’s Eve

    • Thanksgiving

    • Easter

    • Labor Day

  • During Major Holidays our facility’s front doors will be closed. Pets boarded over the holiday must be checked in prior to the actual day. The only exception to this policy is New Year’s Eve. On New Year’s Eve our facility will be open for our regular weekend hours of 8AM- 12PM.

  • We require a deposit for each guest staying at our facility during a major holiday. This is to prevent any no-shows during the holiday seasons. The deposit is equal to the guests boarding fee for the holiday in question. If a guest was to stay in a general canine run their deposit would be equal to $35. If the pet is present during the holiday, this deposit will cover the matching boarding cost for that holiday. If a pet is not present during the holiday and the reservation wasn’t canceled within an appropriate time, the deposit will not be refunded.

Vaccine Requirements

The Retreat at Creekside strives to be the first place you think of when boarding the furrier members of your family. Our priority is to make your pets stay as safe and as stress free as possible. We believe in this so much, we made it our mission statement. Our team will achieve this goal though our well thought out policies and procedures.

As we are a boarding facility, we will be housing many guests during our normal day-to-day operations. Because of this, we require certain vaccines and a negative result on certain medical tests before a guest stays at The Retreat each time. Our requirements are as follows:

  • Canines:

    • Rabies

    • DHPP (Distemper)

    • Bordetella (Annually)

    • Negative Fecal Result (Annually)

    • Flea and Tick Prevention

    • Recommendations:

      • Lepto

      • Heartworm prevention

      • Canine Flu

  • Felines:

    • Rabies

    • FVRCP

    • Flea and Tick Prevention

    • Recommendations:

      • Heartworm Prevention

Any guest who does not meet the above requirements for any reason must contact The Retreat at Creekside to make special arrangements. We do reserve the right to deny boarding to guests who do not meet the vaccine requirements.  

Payment Policy

All balances for boarding services and products must be paid when the guest(s) is checking out or at time of sale. We do not bill forward. For our client’s convenience we accept, American Express, Visa, Mastercard, Discover, Cash and Checks. We do not accept postdated checks. A returned check fee will be applied to the account of any client who check has bounced.