Policies

House Rules

1) All dogs must complete the new-client enrollment process

All canine guests for day care and overnight boarding must complete and pass a new-client assessment. First, dog and owner spend about 30 to 45 minutes with a Metro Dog staff member. Immediately following that initial assessment, the pup joins our day care population for a half-day of day care (up to 5 hours) under observation. The assessment is $35, regardless of whether the dog passes or fails. Though that first half-day of day care is required, there is no charge beyond the $35 assessment fee; we want to see your dog succeed so we spend this time helping them acclimate to our space and learn the routines of our program.

During the 5-hour assessment process:

  • We will determine whether your dog has the appropriate social skills to be a member of our canine community.
  • We will assess your dog’s stress level when they are asked to spend time resting in one of our suites. All dogs have rest time during the social day.
  • Based on what we see in the initial assessment, your dog will be placed into one of our group programs.
  • After the initial assessment your dog must complete a day of day care (at least 5 hours)

2) At drop-off for any service, all dogs will be given a head to tail physical exam.

All dogs must appear healthy (not coughing, clear eyes, no runny noses) and free of external parasites ( fleas, mites or ticks) when they check in. Any dog appearing sick or with external parasites will not be accepted for services. Any apparent injuries or wounds will be evaluated and discussed to determine if the dog should have restrictions in social groups.

3) All dogs must be current with required vaccines.

4) Emergency veterinary services are not available on site.

We will transport your pet to your vet or the local veterinary hospital. You will be responsible for all charges including a service fee TBD to cover transportation and wait time.

5) Payment is due at drop-off for all services.

Your Day Care package or Metro Dollar Package will be debited  at drop off. If your package is out of credit, you must purchase a new package or pay for services at the drop-in rate. We do not accept dogs without payment.

6) For day care services:

Pick Up and Drop off can be done anytime between 6am and 9pm without an appointment for existing clients. Reservations are recommended but not required. There is no guarantee that your dog’s group will have space. Between 9pm and 6am the main entrance is closed and a fee of $15 is charged for pick up or drop off service. You can call our main phone number 510 .524.3647 and press ‘0’ to call a staff person to let you in.

For boarding services:

Boarding is charged by the night, regardless of the time you drop off. We strongly encourage you to drop off early in the day so your dog has a full day of activities at the center before going to bed.

7) Check out time for boarding is 10am.

There is no charge for the day if your dog goes home between 6am and 10am. Dogs remaining after 10am will be charged for day care and are welcome to stay with us until 9pm.


SPAY & NEUTER

Metro Dog does not accept intact dogs over 6 months – ALL dogs over 6 mo of age must be spayed or neutered. Additionally, dogs that are 7 months of age must have been spayed or neutered 30 days prior to the first day of services.

Please note: Metro Dog reserves the right to remove an intact dog from social groups in the following situations:

  • Any intact male dog adversely affecting behavior in a group will be considered a private care dog. This dog can remain on the premises but will not be allowed in social groups. The guardian will be responsible for all additional charges.
  • Any intact female dog exhibiting signs of entering a heat cycle will be segregated from the social groups and the guardians will be contacted. Metro Dog will work with guardians to find alternate arrangements to provide alternative care off Metro Dog’s premises.

VACCINES

At Metro Dog we require:

  • Rabies, Bordetella, and DHP.
  • We accept annual Blood Titer tests for Rabies and DHP with positive results as proof of immunity if you do not want to revaccinate.
  • Bordetella* is for canine cough, often referred to as kennel cough.*Please note that there are over 40 known viruses and bacteria that can cause an upper respiratory tract infection that all get clustered under the name Canine Cough. The vaccine only covers a few of the strains. It is not considered a very effective vaccine and is not a guarantee of protection. The vaccine has minimal side effects and cannot be detected in a Titer Test.  We advise that all dogs that spend time in social settings should expect to develop coughs now and again. It is like children going to school; they will eventually get the flu, a stomach bug or a cold. Respiratory coughs are self limiting and don’t typically require antibiotics, leaving the animal having developed antibodies for future immunity. There are risks of secondary infection that often lead veterinarians to recommend antibiotics. We recommend that dogs with compromised immunity, older dogs and those who do not regularly board or attend daycare should re vaccinate no more than 30 days and no less than 7 days before the start of boarding. All dogs that have had a respiratory cough should remain out of contact with other dogs for 10-14 days from the last time a cough was heard as they remain contagious for that period. 
  • Rabies is a legal requirement and is good for 3 years.
  • External Parasites: Metro Dog requires that you treat your dog for fleas and ticks. Dogs are checked on arrival and will be treated or sent home if fleas and ticks are detecte

More Information about vaccines:


After Hours

24 hour check-in & check-out procedures:

  • Pick Up and Drop off services are available 24 hours a day.
  • Regular public business hours are 6 AM-9 PM, 7 days a week. We never close on holidays, though we operate using an after-hours schedule on Thanksgiving Day and Christmas Day
  • Pick up and Drop Off (after 9PM and before 6AM) can be arranged by appointment only.
  • If you are arriving after hours (between 9PM and 6AM) you MUST CALL our phone number – 510.524.3647 and press 0 to reach the overnight staff who will admit you to the building.
  • Late Pick Up for Daycare (between 9PM and Midnight ) is $15 per household. After Midnight per dog boarding rates apply.
  • Late Pick Up for boarding (between 9PM and Midnight ) is $15 per household. After Midnight per dog boarding rates apply.
  • Late Night Drop Off (after 9PM ) is charged at the room rate for that night. We do not recommend late drop offs for two reasons:
    • Your dog does not have a chance to play and settle in before being asked to bed down for the night. This can be a stressful adjustment.
    • You are paying for the night, which entitles you to use services for the entire day. Get the most for your money, and help your pup transition to us smoothly. We always recommend dropping off early on the first day.
  • Early Morning Drop Off (between 4AM and 6AM) is $15 per household.
  • Drop-offs between 12:01 AM and 3:59 AM are charged the overnight boarding rate for the room reserved.

Deposits and Cancellations

Deposits:

To make and confirm any reservation you will need to provide a valid credit card to be stored securely with Metro Dog. Metro Dog contracts with a PCI compliant credit card storage company to safely house your information.

Cancellations:

Cancellation Policy:

For non-peak and non-holiday reservations, bookings may be canceled within 48 hours of the first day of reserved stay without incurring a charge.

If cancellations are made inside of 48 hours, 1 day’s stay at the daily rate will be charged to the credit card on file.

Holiday reservation confirmation, payment and cancellation process & policy:

Metro Dog’s 2018-2019 Thanksgiving and Christmas Holiday Season

Our holiday prepayment and cancellation policy is in effect for all services provided between November 19-25, and December 21- January 2.

We are very excited to celebrate our 13th holiday season with you and your pet(s). In order to hold your reservation you agree to the policies in place during the holiday period:

  • Valid credit card information is due to confirm/hold a reservation. We must have a valid credit card on file. We understand credit cards become invalid for many reasons. If yours is invalid when we run it, we will attempt to reach you, but will release your reservation to a pup on our waiting list if you don’t hear back from you.
  • Reservation changes: Early check-outs will be charged in full for the original reservation. Over-stays are charged an additional $10/night above the standard rate.
  • Your card will be charged in full for the board or day care 14 days before the stay will begin. If you have credit on account, payment will be taken from there. If you want to buy a Metro Dollar package, please tell us in a reply at the time your reservation is made. Metro Dollar packages are prepaid packages and cannot be purchased the day of check in or the day prepayment is taken.
  • Cancellations within 14 days of the first day of your board forfeit 50% of the prepayment with the other 50% put on your Metro Dog account to be used in Center for future services. There are no refunds to credit cards within the 14-day period. Cancellations prior to the 14-day period are refunded in full in whatever form you choose.
  • Should you shorten your dog’s stay within the 14-day period or check out early, the difference in price is non-refundable. That amount is forfeited.
  • Minimum boarding reservation during the holiday period is 2 nights for the following dates: Nov. 21-23 and Dec. 23-26.
  • Our lobby will be closed on Thanksgiving and Christmas Day. We offer our after-hours service during these day times (6am-9pm) for a $15 fee charged once for each day. Pickup and drop-off on these days must be scheduled in advance.
  • It is our intention to honor the reservations requests our client’s desire. However, Metro Dog will make changes during a stay and charge you for the level of service we deem appropriate for the safety and well-being of your dog and all dogs in our care and charge you for the program that best met the needs of your dog.
  • For updates about how your dog is doing, please email info@metrodog.com and put your dog’s name in the subject line. Phone calls are not returned promptly during this time. Email is best.