To whom it may concern, This response is in regards to complaint #[redacted] submitted by [redacted]
At Cloud Nine Country Kennel we have two policies in place; (1) To better accommodate those customers on our current waiting lists, Cloud Nine does require a 48 hour notice of...
cancellation from 9 AM on the scheduled date of arrival. If a 48 hour notice of cancellation from 9 AM on date of arrival is not received then the deposit, paid at the time of scheduling the reservation, is forfeited. (2) All canine's must be current on all of their vaccines including Rabies, DHLPP, Bordetella, and Canine Influenza. If any pets arrive to our facility without any of the listed vaccines completely up-to-date, they shall be denied lodging privileges until such vaccines are updated. At the time of scheduling a reservation, all customers are made aware of our cancellation policy, vaccine requirements, and what vaccines must be updated before their pet arrives for a scheduled reservation. [redacted] confirms in her complaint that we did in fact make her aware of what vaccines needed to be updated ("When I called to reserve the space, at least a month in advance, they informed us that we needed an updated flu shot for our pups."). On August 7th, 2015 [redacted] arrived, with her two dogs, for their scheduled stay from 8/7 - 8/12 with vaccine records in hand. The vaccine records that [redacted] provided, listed the Canine Influenza vaccine, for both dogs, being overdue as of 7/28/15. Since both dogs were not up-to-date on their Canine Influenza vaccine, they were denied lodging privileges until said vaccines were updated and current. [redacted] was given 3 options; (1) She was notified that she could take her dogs to her veterinarian an have the vaccines updated, then return them to Cloud Nine for their scheduled reservation. (2) She was notified that Cloud Nine does offer transportation services and that we could transport her dogs to the veterinarian to receive the vaccines, however, this would incur a transportation fee from Cloud Nine and she would be required to reimburse us for any veterinarian charges. (3) She was notified that she could cancel the scheduled reservation from 8/7 - 8/12, however, the deposit would be forfeited due to the fact that a 48 hour notice from 9 AM on date of arrival was not given.[redacted] decided on option # 3, to cancel her dog's scheduled reservation from 8/7 - 8/12, therefore resulting in a nonrefundable deposit. At the same time, on August 7th, [redacted] also cancelled her scheduled reservation from 8/28 - 9/1. Due to the fact that she gave the proper notice of cancellation, [redacted]' deposit for the 8/28 - 9/1 reservation was refunded in full on August 7th. As a dog & cat lodging facility we are responsible for making customers aware of what vaccines we require for lodging. As pet owners, customers are responsible for keeping their pets up-to-date on vaccines and are also responsible for presenting a copy of their pets vaccine records to the lodging facility. Customers do have the option of mailing, faxing, or emailing their pets vaccine records to Cloud Nine prior to their arrival date. This will allow the Cloud Nine staff to review the records and notify the customer if anything else is needed before their pets actually arrive for their reservation. We are not responsible for keeping customers updated on their own pets vaccine history, that is their duty as a pet owner. As a courtesy to our customers, we do make them aware of what exact vaccines are coming due in the near future and what exact vaccines need to be updated before their next reservation. All of Cloud Nine's policies have been put into effect after careful consideration for our business, our customers, and our canine/feline guests safety. The reason that we adhere to these policies is so that our customers can have a sense of security in knowing that we truly care for their pets and that they will be returned to them happy & healthy. Thank you,Brittney G[redacted]SupervisorCloud Nine Country Kennel[redacted]
To whom it may concern, This response is in regards to complaint #[redacted] submitted by [redacted]
At Cloud Nine Country Kennel we have two policies in place; (1) To better accommodate those customers on our current waiting lists, Cloud Nine does require a 48 hour notice of...
cancellation from 9 AM on the scheduled date of arrival. If a 48 hour notice of cancellation from 9 AM on date of arrival is not received then the deposit, paid at the time of scheduling the reservation, is forfeited. (2) All canine's must be current on all of their vaccines including Rabies, DHLPP, Bordetella, and Canine Influenza. If any pets arrive to our facility without any of the listed vaccines completely up-to-date, they shall be denied lodging privileges until such vaccines are updated. At the time of scheduling a reservation, all customers are made aware of our cancellation policy, vaccine requirements, and what vaccines must be updated before their pet arrives for a scheduled reservation. [redacted] confirms in her complaint that we did in fact make her aware of what vaccines needed to be updated ("When I called to reserve the space, at least a month in advance, they informed us that we needed an updated flu shot for our pups."). On August 7th, 2015 [redacted] arrived, with her two dogs, for their scheduled stay from 8/7 - 8/12 with vaccine records in hand. The vaccine records that [redacted] provided, listed the Canine Influenza vaccine, for both dogs, being overdue as of 7/28/15. Since both dogs were not up-to-date on their Canine Influenza vaccine, they were denied lodging privileges until said vaccines were updated and current. [redacted] was given 3 options; (1) She was notified that she could take her dogs to her veterinarian an have the vaccines updated, then return them to Cloud Nine for their scheduled reservation. (2) She was notified that Cloud Nine does offer transportation services and that we could transport her dogs to the veterinarian to receive the vaccines, however, this would incur a transportation fee from Cloud Nine and she would be required to reimburse us for any veterinarian charges. (3) She was notified that she could cancel the scheduled reservation from 8/7 - 8/12, however, the deposit would be forfeited due to the fact that a 48 hour notice from 9 AM on date of arrival was not given.[redacted] decided on option # 3, to cancel her dog's scheduled reservation from 8/7 - 8/12, therefore resulting in a nonrefundable deposit. At the same time, on August 7th, [redacted] also cancelled her scheduled reservation from 8/28 - 9/1. Due to the fact that she gave the proper notice of cancellation, [redacted]' deposit for the 8/28 - 9/1 reservation was refunded in full on August 7th. As a dog & cat lodging facility we are responsible for making customers aware of what vaccines we require for lodging. As pet owners, customers are responsible for keeping their pets up-to-date on vaccines and are also responsible for presenting a copy of their pets vaccine records to the lodging facility. Customers do have the option of mailing, faxing, or emailing their pets vaccine records to Cloud Nine prior to their arrival date. This will allow the Cloud Nine staff to review the records and notify the customer if anything else is needed before their pets actually arrive for their reservation. We are not responsible for keeping customers updated on their own pets vaccine history, that is their duty as a pet owner. As a courtesy to our customers, we do make them aware of what exact vaccines are coming due in the near future and what exact vaccines need to be updated before their next reservation. All of Cloud Nine's policies have been put into effect after careful consideration for our business, our customers, and our canine/feline guests safety. The reason that we adhere to these policies is so that our customers can have a sense of security in knowing that we truly care for their pets and that they will be returned to them happy & healthy. Thank you,Brittney G[redacted]SupervisorCloud Nine Country Kennel[redacted]