DEPOSITS
At The Petropolitan, we are committed to providing high-quality care to your pets and exceptional service to you. To ensure that we can offer the best care and service, we require a deposit to secure all hotel reservations over peak periods. As locally owned, small business that specializes in customized, boutique overnight experiences for pets, last minute cancellations, especially over peak periods, have a real impact on the health and viability of our business. This policy outlines the terms and conditions regarding deposits at our facility.
PEAK PERIOD RESERVATION DEPOSITS
To secure your pet’s peak period reservation, a non-refundable deposit is required at the time of booking. The deposit amount is:
- Overnight Boarding Services: 50% of the total reservation at the time of booking
- Grooming Services: Only required for clients who have no-showed on a scheduled appointment, 100% of the service due at time of booking,
This deposit will be credited toward your final bill upon checkout.
CANCELLATIONS
We understand that plans can change. However, please note the following cancellation policy:
- For Overnight Boarding:
- Peak Periods: Cancellations made less than 7 days before the scheduled stay will result in the forfeit of the deposit.
- Off Peak Periods: Deposits are fully refundable.
- For Grooming:
- Cancellations made less than 48 hours before the scheduled appointment will result in the forfeit of the deposit.
- When there is no deposit, 50% of the cancelled service must be paid at the time of cancellation before future services can be rebooked. This pays the Groomer for the gap in their schedule created by the late cancellation.
- In the case of no-show or failure to notify us of cancellation, the full deposit will be forfeited.
We strongly recommend all cancellations and amendments to reservations be made by email so changes can be tracked and referenced by both parties.
PAYMENT METHODS
Deposits can be made online at time of booking using your credit card of choice.
CHANGES TO PEAK PERIOD RESERVATIONS (Late Modifications or Early Departures)
If you significantly reduce the length of your pet's stay within 7 days of the scheduled arrival date, the full amount for the original, reserved stay will be due. This includes any reductions in overnight boarding duration.
We reserve the right to charge for the entire stay as initially booked, as we have set aside space and resources specifically for your pet and may be unable to fill the accommodation with a waitlisted client. If changes to the reservation are made prior to 7 days before arrival, we will work with you to accommodate any adjustments to the duration but note that a revised deposit or payment may be required.
REFUND POLICY
- Peak Periods: Failure to cancel a reservation prior to 7 days before arrival will result in the forfeit of the deposit. Deposits are non-refundable unless the facility is unable to accommodate your reservation due to unforeseen circumstances (e.g., facility closure). In such cases, a full refund of the deposit will be issued.
- Off Peak Periods: Deposits are fully refundable.
SPECIAL CIRCUMSTANCES
In the event of an emergency or extenuating circumstance (such as illness, weather-related closures, etc.). Management will review each case on an individual basis and may issue a partial refund or reschedule the reservation at no extra charge.
LATE ARRIVALS OR EARLY DEPARTURES
Late arrivals or early departures may result in changes to the deposit or final bill, based on the facility’s availability and the services provided. We ask that you notify us as soon as possible if there are changes to your arrival or departure time or date so we can ensure we have available accommodations.
AGREEMENT
By making a deposit, you acknowledge that you have read, understood, and agree to abide by the terms and conditions outlined in this deposit policy.
If you have any questions regarding this policy, please feel free to contact us at concierge@thepetropolitan.ca.
View The Petropolitan’s Peak Season Calendar Here: 2025 Peak Season Calendar