Frequently Asked Questions – Learn How We Care for Your Pet

What Types of Products Do You Use?

We use the highest quality products available, and you can customize which products we use on your pets depending on the service we provide.

How Often Should I Visit for Grooming & Bathing?

It depends on the breed and coat; however, we recommend coming in every 2-3 weeks for bathing and 3-6 weeks for grooming. We also offer maintenance services in-between visits.

What Are Maintenance Services?

Our maintenance services include brush and comb-out services, as well as walk-in nail trims.

What Time Should I Arrive for a Spa Appointment?

We request you arrive at your scheduled DROP-OFF time. This is not an appointment time. All pets are done in the order in which they arrive and at their comfort level. Our goal is quality care and to make the best experience possible.

Appointments are scheduled to ensure the best care and timing for their service. If you are late for your appointment time, we will still fit you in if we can, including a $10 late fee, but this is not promised. We may have to reschedule the appointment for another day and unfortunately the deposit will be forfeit. 

How Long Does an Appointment Take?

Generally, appointments take about 4-5 hours. We pride ourselves on the care and attention to detail of every pet that walks through our doors. That means that some pets may take longer due to the quality of the coat, behavior with us, and the number of in-house pets. We will call or text you as soon as your pet is ready to be picked up.

How Much Will Grooming Cost?

No two pets’ coats are the same. We do our best to give a general estimate when asked, but it is hard to be precise without having the pet in front of us. You will have a consultation with your groomer once your pet is in-house, and we will give you a more concise estimate.

Do You Walk My Pet During a Spa Appointment?

During Spa Services, all pets are walked before their spa appointment begins to give them time to acclimate to our facility and our staff. If you cannot pick up your pet within two hours of completion, or you pre-planned for your pet to stay all day with us, the Day Boarding fee covers extra walks throughout the day.

Does Royal Treatment Offer De-Matting Services?

As professionals, we never want to shave a pet that comes to us; however, matting can cause severe skin issues, including but not limited to bruising, infections, abrasions, etc. Our job is to provide the animals that come to us with the best care possible. De-matting knotted and compacted hair is painful and sometimes not a possibility in the best interest of the pet. Maintenance is the best way to prevent matting; we urge owners to take advantage of our brush and comb-out services.

Can I Bring a Personal Shampoo From Home?

Yes. We will use any shampoo you bring from home during spa treatments and will not charge you an extra fee.

Are Your Groomers Trained?

Our groomers and bathers have over 40 years of combined experience. New hires go through rigorous month-long training. We hold our employees to incredibly high standards and are always learning more and our standards continue to rise as we learn about new techniques and products in the industry. 

What is Your Flea Policy?

If your pet is found to have fleas upon arrival, we will call and inform you. We require flea baths and Capstar (flea treatment) option if they are found with fleas, on top of the service they are here for. Our yards are treated monthly for fleas, ticks, and mosquitos.

What is Your Deposit Policy?

We require a $15 deposit for grooming services. If you need to cancel your appointment with us with more than 24 hours notice, your deposit will be refunded back to you. If you need to cancel within the 24 hour window of your appointment, your $15 deposit will be forfeited.

What if I need to cancel my reservation?

If you must cancel your appointment within 24 hours of your designated drop-off time, your $15 deposit will be forfeited.

If you do not arrive to your drop off time and do not inform us prior to the time of the appointment, your deposit will be forfeited and your card on file will be charged a ‘No Show’ fee of $35.

In total, if a customer were to ‘No Show’ an appointment, their card will be charged $50.

What Do I Need to Do for Drop-Off?

During drop-off, we will review your pet’s check-in information, items being brought, feeding/medication instructions, etc. We ask that all clients leave room for a 5-10 minute check-in process depending on what instructions need to be put into the system. 

What Do I Need to Do for Pick Up?

During pickup, we will relay any needed information and check your pet out of the system. After your bill has been paid, our staff will bring your pet’s items up first, followed by your pet after.

Can I Call and Check-In On My Pet?

You are always allowed to call and check on your pet while they are boarding; however, our phones do ring a lot.

For guaranteed pictures & updates on what your pet is up to during the day, we do offer the Spotlight Bundle, which includes 2 separate updates and pictures!

What is Your Deposit Policy?

Our typical boarding deposit is 10% of the entire anticipated boarding reservation, and your deposit is always credited back to you at check out. If you cancel your reservation with more than 24 hours notice, your deposit will be refunded back to you. If you cancel less than 24 hours prior to your reservation, your deposit will be forfeited.

During Peak Holidays, required deposits are 30% of the entire anticipated reservation and you must give us more than a 48 hours notice of cancellation to have your deposit refunded.

Do You Offer Estimates?

Yes. An estimate can be provided and emailed to you.

Does My Pet Need Any Vaccines or Shots?

For the safety of all our furry visitors, we require proof that your pet is up to date on the necessary vaccines/shots.

*Bordetella is a canine respiratory illness somewhat similar to the human flu/cold. There are many strains of Bordetella. Dogs are particularly susceptible when under stress (particularly when separated from their family) or have underdeveloped immune systems. Thus the name “Kennel Cough” being the colloquial term. Vaccines that are available cover most, but not all forms/strains of Bordetella (much like the human cold & flu vaccine). We ask that you request a 6-month vaccination from your veterinarian to be best covered, but also respect whichever vaccine your veterinarian recommends is best for your pet as an individual. When bringing your pet to a facility like ours, there is always the chance that your furry family member could contract bordetella or another communicable disease. While we have strict cleaning, monitoring protocol and vaccination requirements to keep everyone in our facility safe, we cannot one hundred percent guarantee that your pet will not contract any illnesses from visiting us.

Do I Need to Bring Any Food or Toys for My Pet?

We always recommend you bring their food to prevent an upset stomach that often occurs when switching to a different food. You are welcome to bring any personal items that make them feel comfortable.

Can You Give My Pet their Medication?

Yes! Our experienced staff and groomers can administer simple oral and topical medicines to your pet at no additional charge. We will also adhere to any special diets or treatments. Please bring your vet’s instructions for administration and scheduling.

We do not offer medical boarding or administer intravenous medication, however.

How Does Royal Treatment Keep My Pet Safe?

We have several ways of keeping your pet as safe as our own. Review our full Safety and Emergency Protocol here. You’ll see exactly the steps we follow to ensure the safety of your precious pup.

Do You Walk My Pet During Boarding Services?

Yes. We guarantee at least four outings in our fenced-in, turfed yard throughout the day, with the option for more if requested.

How Much is Royal Treatment Provided Food for My Pet?

Cost for Royal Treatment provided food is $6/ day with a $1 up-charge over 2 cups.

Our food is Wholesome’s Lamb & Rice: 

Ingredients:

Lamb Meal, Brown Rice, Ground Rice, Peas, Beef Meal, Rice Bran, Pea Starch, Chicken Fat (Preserved with Mixed Tocopherols), Beet Pulp, Pea Protein, Flaxseed, Salt, Potassium Chloride, Choline Chloride, DL-Methionine, Vitamin E Supplement, Niacin, Calcium Pantothenate, Vitamin A Supplement, Riboflavin Supplement, Thiamine Mononitrate, Pyridoxine Hydrochloride, Biotin, Vitamin B12 Supplement, Vitamin D3 Supplement, Folic Acid, Zinc Sulfate, Ferrous Sulfate, Copper Sulfate, Manganese Sulfate, Zinc Proteinate, Copper Proteinate, Manganese Proteinate, Sodium Selenite, Calcium Iodate, Cobalt Carbonate, Rosemary Extract.

What Makes Royal Recess Different?

Our main difference is our smaller group play mindset. We offer groupings based on size, temperament, age, playstyle, etc. We offer supervision with our highly-trained daycare attendants, who learn your dog and their playstyle to best group them and their enrichment needs. Royal Recess has 2,500 square feet of safe play with indoor and outdoor play areas.

How Do Group Sessions Work?

We cycle groups of dogs throughout the day. When not in their play groups, dogs will rest in our homestyle kennel until their group is ready to play again. We do not offer “traditional” all-day play because we believe dogs need time to calm down and rest between their play times to not overstimulate them. We believe that your dog should be well-exercised but not exhausted. We also want you to enjoy your pet and play with them at home but without the wild and crazy energy that some dogs can have.

How Do You Keep My Dog Safe?

While our highly trained staff monitors all pets, dog fights can happen. We will inform the dog owners if a fight breaks out and make necessary moves such as vet care. The aggressor may be held liable for the injuries of the other pet.

Do You Keep Your Facility Clean?

We use vet-grade cleaners, NASA-grade air purifiers, and antibacterial soaps to ensure as much safety as possible. With that said, we cannot guarantee the outbreak of a canine illness will not occur. We will notify you immediately if your pet shows symptoms of any illness. As with a children’s daycare, pet parents assume a certain level of risk by bringing their pets to daycare when illness is involved. Royal Treatment will not be held liable for any illness that cannot be prevented. 

What is Your Neuter/Spay Policy for Daycare?

While we do not require all dogs in our facility to be spayed and neutered, we do require that all dogs who want to participate in Royal Recess Group Play to be altered once they are 6 months of age. We do not group our dogs based on gender, so we have this protocol to ensure everyone’s safety! If you do not want to spay your puppy at 6 months, you can still bring them in for group socialization once they receive all of the vaccines that we require, and then place them in Royal Recess Individual until they are altered.

How Do I Make a Reservation?

Reservations are made through your Gingr pet portal, in person, or over the phone.

What if I need to cancel my reservation?

If you are not able to make your reservation we just ask that you give us a call or message us via Gingr’s text service by 9AM to let us know your pet will not be able to make it in that day.

There is a  “no call, no show” fee for any dogs that have a reservation and do not show up. This charge will be half the cost of a day of Royal Recess ($15) or a day off your package, if you have bought one of our savings packages.

What is Gingr?

Gingr allows pet parents to engage with us through an online or mobile interface. You can update your pet’s information, request reservations, upload immunizations, purchase packages, apply pre-payments or deposits and estimates, pay outstanding invoices, order retail items, and more.

How Do I Download Gingr?

You can download the free mobile app by searching “Gingr for Pet Parents” in the Apple App Store or Google Play Store. Once downloaded, you will need to enter a unique invite code specific to our facility to access your customer portal through the app. 

Here is a step-by-step video on how to use Gingr’s customer portal
Invite Code: 597427

How Do I Upload Vaccination Information?

Step 1: Log in to the customer portal. Navigate to the Account menu, or scroll down on the home page and select the paw print Account button. Next, select the up-arrow cloud icon “Upload Records.”

Step 2: On the Upload Records page, you can choose one of three options. Drag & drop the PDF/image onto the up-arrow cloud icon, click/tap on the up-arrow cloud icon and manually select your computer file, or send an email to [email protected] for our employees to input them manually.

How Do I Access Open Invoices and Receipts?

You can view your receipt by clicking on the “View” button next to any completed reservation, any report card created for that reservation, and pay off balances from open invoices.

How Do I Reset My Customer Profile Password?

Step 1: Navigate to the customer portal and click “Forgot Password?” Enter your email address and select Send Reset Link.

Step 2: Check your email inbox for the email containing the password reset link. From there, select the “set password” option. Once reset, you can log into the customer portal using your new password.

How Do I View Purchase Packages, Retail Items, and Store Credit?

Step 1: Log in to the customer portal. Navigate to the Shop menu. 

Step 2: Select the corresponding icon to access the applicable section of the retail space. For instance, choose the Shop Packages icon if you want to purchase a package.

Step 3: Add the desired items to your cart. Once all items are selected, click on the Shopping Cart icon. 

Step 4: When ready to checkout, click the Payment button. Customers with cards on file can click on the card to checkout, or you can add a new card from this page and select “Use this Card” to save the card details. Click the Checkout button to finalize the transaction. 

How Do I Access the Notifications Center?

The Notification Center tells you important information at a glance from your Customer Portal 2.0 home screen. Information here can include things such as if your or your pet’s profile is missing information, missing vaccines, and unsigned agreement forms. You can click on notifications in the Notification Center, which will bring you to the associated page. Once all information associated with the notification is filled out, it will disappear from the Notification Center. 

How Do I Book Reservations and Appointments?

Step 1: Navigate to the customer portal. Select your pet(s) from the Home menu and then choose Start Booking.  

Step 2: Choose a booking type, date(s), and any service add-ons.

Step 3: Add applicable notes, review an estimate if desired, and click Submit

Do You Offer a Loyalty Program?

Yes. We track our loyalty points through Gingr. For every dollar spent, you receive a point that can be converted to store credit when you reach a specific number of points. Store credit can be used on any service, retail, or package.