Before you start

• •Reservation confirmed in the system
• •Boarding agreement with emergency authorization form printed or on digital device
• •Pet's designated run or suite assigned and clean

The procedure

Step-by-step, in order. Each step has the action and the reason it matters.

1. 1

   Greet owner and pull reservation — confirm stay dates and services

   Pull the reservation on arrival. Read back the check-in date, check-out date, and any add-on services (grooming, training, daycare days) to the owner while they listen. Corrections happen at check-in, not check-out.

2. 2

   Health screening — visual check with owner present

   Check eyes (discharge), nose (runny), coat (visible parasites, open wounds), body condition (ribs visible = note it). Any sign of contagious illness (kennel cough symptoms — honking cough, nasal discharge) = decline the reservation. This protects your entire facility.

3. 3

   Confirm vaccination records — do not accept verbal confirmation

   Rabies, DHPP, and Bordetella must be on file and current. Rabies certificate must show expiration date. If a record is missing: owner can upload later is not an option. Hold the animal in a separate area until records are received, or decline.

4. 4

   Capture feeding schedule and diet details

   Record: brand and type of food, amount per feeding, feeding frequency, any supplements. Ask: does the pet eat on schedule or free-choice? Any history of food guarding or aggression at the bowl? Write this on the boarding card — do not rely on staff memory across a 10-day stay.

5. 5

   Capture behavioral notes

   Ask: any known aggression with other dogs, strangers, children? Any escape history? Any anxiety triggers (thunder, fireworks, men with hats)? Document on the boarding card. A dog bite to a staff member is workers comp and a liability claim. Ask, document, act on the answers.

6. 6

   Emergency authorization — get it in writing before the owner leaves

   Boarding agreement must include: emergency vet authorization (yes/no), spending limit for emergency care, preferred vet name and number, and backup contact. If the pet requires emergency surgery at 2am, you need the owner's written authorization from check-in, not a voicemail.

7. 7

   Label all personal items — food, medications, toys

   Every item from the owner gets the pet's name on it before it goes to the kennel. Pets' food is separated and labeled by day. Medications go into a locked med bin with dosing instructions written on the bag. Treat 'just a toy' with the same care as medication — owners remember their dog's blanket.

8. 8

   Walk the owner out — confirm pickup window and contact

   State the check-out window and confirm the pickup contact. If a different person is picking up, get their name and photo ID requirement now. Walk the owner to the door — do not end check-in at the front desk with a 'we'll take it from here.'

Verify when done

• ☐Vaccination records verified — physical copies or upload confirmed
• ☐Emergency authorization signed before owner departs
• ☐All personal items labeled
• ☐Feeding schedule on boarding card
• ☐Behavioral notes documented

Common mistakes

• ✕Accepting verbal vaccination confirmation
• ✕Not getting emergency authorization before the owner leaves
• ✕Skipping behavioral notes on a 'friendly-looking' dog
• ✕Failing to label personal items — causes disputes at checkout

Trainer notes

The vaccination check is a hard stop — not a soft ask. One case of Bordetella from an unvaccinated dog can infect 20 dogs in a weekend. The owner inconvenience of being turned away is smaller than the liability of a facility outbreak.

Common questions