FAQs

What time can I check in and check out my dogs?

Open time & Pick up window: 8.30 am - 6 pm Mon to Fri, 12 pm - 6 pm Sat to Sun
Drop off window: 8.30 am to 4.00 pm Mon to Fri, 12 pm - 4 pm Sat to Sun
Customer Service: 8.30 am - 6 pm Mon to Fri, 12 pm - 6 pm Sat
We may close on Sunday which will be noticed on WeChat and Website.
If you need to pick up or drop off out of hours there is a $100.00 surcharge & day charges may apply.
All pickup and drop-off times must be scheduled in advance. Bookings are essential so please do not make unannounced visits as we will have to turn you away!

Can I bring my dogs' own bedding and toys?

Although we've got everything covered for your furry friend's stay, we strongly recommend that you prepare your dog's bed, blanket, and toys. This can help him adapt to the unfamiliar environment more quickly, and the familiar scent will also give him a sense of home. However, beds and toys are consumable items. Sweetpaws will not assume any responsibility for damage or loss if you bring your bedding for your dog.

Does my pet need to be vaccinated?

All dogs require proof of vaccination. Before check-in, a certificate must be shown indicating that a minimum C5 immunization has been administered within the last 12 months and not less than 5 days before boarding. Dogs not correctly vaccinated will be refused.

Do I need to bring my pet's food?

Yes, we highly recommend that you provide your pet's own diet to prevent any upset stomachs that may occur when changing food brands or due to health issues. If you have meat or food that needs to be frozen and then defrosted, please package it into daily portions, and we can defrost it as needed. Proper labeling of food portions is greatly appreciated. You prefer to supply your own special diet, such as food that needs to be cooked or reheated before feeding, please discuss this with us when making a booking.

Additionally, we offer quality premium food options if you prefer not to provide your own food.

What if my pet is unwell and requires a vet?

In the unlikely event that your pet requires veterinary treatment during their stay, we will do everything possible to contact you or your listed emergency contact using the provided telephone numbers. If we are unable to reach you by phone, we will attempt to contact you via the email address provided. If all attempts to contact you are unsuccessful, we will make a decision based on the welfare and best interest of the pet.

Should veterinary treatment be necessary, your pet will be taken to the local vet, and a fee will be charged for transport and time spent at the vet. This fee includes $50.00 for transport and labor fee. Please note that after-hours or public holidays may incur additional charges of $150.00 for transport and labor fee If you request to have your pet taken to your treating vet, additional charges will apply.

Please remember that all veterinary fees are the responsibility of the owner and must be settled upon receipt of the invoice.

Can you give my pet medications?

If your pet requires medication, it must be prescribed and labeled by a veterinarian. Additionally, please ensure that an ample supply is provided for your pet's stay with us.

We do charge an administration fee for medication to ensure it's administered or ingested correctly, we'll need to discuss the fee and details before booking.

Before boarding your pet, we require parasite control to prevent the spread of fleas, worms, or ticks that could affect other guests.

What type of food do you provide for my pets?

We offer a range of wet, dry, and freeze-dried foods for dogs. We also provide a fresh homemade diet that you can choose for your pets, please discuss this with us when making a booking.

Will my pets have playtime daily?

Dogs in our place have all-day access to play areas, taking breaks for rest before meals and their afternoon nap. If your dog prefers individual playtime, we accommodate that as well. Additionally, we offer various extra activities that you can learn about at the reception during check-in.

Can my pets recognize me when we get back and how will they behave?

While many may fret over this, rest assured there's no need for concern. Throughout our extensive experience in the industry, we've never encountered a pet who wasn't delighted to reunite with its owner! It's perfectly normal for pets to display slight behavioral shifts for a day or two upon returning home, akin to the jet lag or post-holiday blues humans experience after a trip.

Upon returning home, they may exhibit excitement or a need for rest after their time at our resort. Clients frequently report that their pets sleep for the entire day after their stay with us. This is quite common, considering their daily playtime starts at 9 am and continues until 8 pm throughout their entire stay. They also may exhibit some signs of feeling down, which is normal as they have left behind their holiday resort, along with the staff and companions they spent their days with. When more activity and stimulation during their holiday than they typically experience at home, it's no wonder they're ready for a good rest when they return. They will need some time to readjust and also to rest. But please don't worry, after a few days, they will quickly bounce back to their usual selves.

Should your pet exhibit signs like loss of appetite, vomiting, excessive diarrhea, or any other worrisome symptoms, it's advisable to seek veterinary attention promptly. Additionally, please notify us if you observe any unusual behaviors or health concerns in your pet.

What should I do if I need to extend or shorten my pet's stay while I'm away?

Kindly inform us promptly if you wish to pick up your pet earlier or later than the initially scheduled departure date. During off-peak periods, you will only be billed for the days utilized, with the remaining portion of the day credited. However, during peak periods, charges will apply for the original booking days.

Am I allowed to visit the resort where my pet is staying and help settle them in?

Unfortunately, you won't be able to accompany your pet to their room, and there are several reasons for this. We aim to minimize disruptions for other pets staying with us. The most important thing is that we've found that pets tend to settle in much better when they don't associate their owners with their current environment. It's a case of "out of sight, out of mind" for them. By bidding farewell to you in front of the gate, they can fully immerse themselves in their holiday experience without expecting to see you in their immediate surroundings, as they've never encountered you there before.

How far in advance do I need to make a reservation?

We highly recommend booking as early as possible! Our peak periods and long weekends tend to fill up quickly. For Christmas/New Year, we suggest booking at least two months in advance, for Easter, one month in advance, and for all other peak periods, 3 weeks in advance.

Can you train my dog during their stay?

Yes, we offer training services for dogs during their boarding stays. We always prioritize the behavior habits of dogs, and we also address any undesirable behaviors during their boarding stays. If you're interested in more in-depth training for your dog, please communicate your needs with us at the time of booking. We can work with your dogs to address specific behaviors or provide basic obedience training. Please let us know your training requirements when making your reservation so we can tailor the program to suit your pet's needs.

Do you have pet delivery services？

Yes, please visit our Additional Services Page to get more information.

Do I require a deposit to book?

Bookings are confirmed upon receipt of payment, and all boarding fees must be settled before the guest's arrival. For short-term boarding (within a month), full payment is required to reserve the boarding place, and this fee is non-refundable in case of cancellation for personal reasons. For long-term boarding, a 50% deposit of the boarding fee is required upfront, with the remaining balance due upon arrival.

Please be aware that our boarding spots are limited, and we prioritize every dog's needs accordingly. In the event that a client cancels a booking less than fourteen (14) days before the scheduled boarding or daycare date, Sweetpaws will retain the entire deposit.

Can you accommodate my dog if they are not socialized and do not get along with other dogs?

Yes, we can still accommodate your dog even if they are not dog-friendly and have never been socialized. We have experience working with dogs of various temperaments and behaviors. During their stay, we can provide individualized care and ensure they have their own space away from other dogs. Please inform us of your dog's specific needs and behavior when making your reservation so we can make appropriate arrangements to ensure their comfort and safety.

Do you provide any discounts?

Families with three or more pets staying with us simultaneously receive a 10% discount on boarding costs.

Pets staying with us for 28 days or longer are eligible for a long-term stay discount on boarding costs. For extended periods, we can offer a customized quote upon management approval. Please reach out to us for a personalized quote.

Kindly note that discounts cannot be combined.

Can you bathe my pets before they go home?

Certainly! We offer bathing services for your pets before they go home. Please let us know at the time of booking or during your pet's stay if you would like to add this service. We also provide tidy services during your pets' stays. Please visit our Additional Services Page to get more information.

when are your peak seasons?

Peak Seasons refer to Public & School holiday, Spring Festival, and Christmas Season.

Does my pets require an assessment before their boarding or daycare?

Yes,each dog is required to undergo an on-site assessment or trial boarding stays prior to their first stay with us. Once the test is completed successfully, subsequent stays can be arranged without the need for retesting. Please refers to more information about assessment on page Assessment

How do I enroll my dogs at Sweetpaws Boarding & Daycare?

Simple steps to join our lovely boarding and daycare family!

Registering your dog for Doggy Daycare at Sweetpaws Boarding & Daycare is a simple procedure. We are here to lead you through each stage, guaranteeing a seamless and stress-free experience for both you and your four-legged companion.

Initial Enquiry - Contact us through email, WeChat, Instagram, or our adorable website to share your interest in our paw-some boarding and daycare services! Our super-friendly staff will shower you with all the must-know details and happily tackle any questions you might have.
Complete the Boarding & Daycare Information Form - Please fill out the information form in detail based on your pooch's actual situation and carefully read the guidelines for boarding and daycare. The information form helps us to understand your pooch's condition more quickly and comprehensively, enabling us to provide more caring and personalized services for them.
Up-to-date Health and Vaccination Records - Share your pup's latest health and vaccination records (C5/C7) with us through the form you fill out! It's a must for keeping all our daycare buddies safe and sound, ensuring their well-being is our top priority.
Assessment - Based on the Information Form you completed, we will arrange an introductory assessment or trial boarding stays to comprehend your dog's temperament and guarantee their seamless integration into our boarding or daycare family. Assessment details will be sent by the way you prefer to contact with, and payment should be completed before the conduction of the assessment.
Customize your furry friends' package - Choose the additional services from a variety of options we provide based on your furry friends' needs, such as grooming, pet taxi or even special treats and birthday cakes for them. The online customer services are here to assist you in tailoring a package perfectly suited to your pooches.
Lodge the Registration -After confirming all the details and making sure everything's just right for your furry friend, we're ready to seal the deal on enrollment! We will send all the information you need including the preparation before coming to you, and payment should be completed within 3 days of the information being sent to secure the spot.
Join the Sweetpaws Party Time on the date you choose for your doggies!