Frequently Asked Questions What is Quintessential Quarters? Will I need a cat pet carrier? What makes us different? Where are you? Who is your Appointed Veterinary Practise? When are you open? Why is 1-2-1 care so important? How do the charges work? What is included in the price? Do I have to pay a deposit? What other services can you provide my pet? How can I pay for boarding? Are there any additional charges? Do you provide socialisation days? Do you provide the food for my pet? What do I need to bring with me? Do you supply raised bowls? What vaccinations do I need for my dog? What do I do when I arrive? What is kennel cough and why does my dog need the vaccination? What are my responsibilities? What vaccinations do I need for my cat? Do you provide additional care for kittens or elderly cats? Can I collect my pet early? What happens if I am late? What do I need to do when I get home? How will my dog be walked? What will else will my dog be doing during its stay? What happens if my pet is ill during its stay? What happens if my pets on medication during its stay? What is Quintessential Quarters? Quintessential Quarters is a small and exclusive boarding kennels and cattery that offers care and accommodation of distinction. Owned by Craig and Karen this friendly, family run business has already set a bench mark to which other facilities are judged. What makes us different? By talking to our customers, we have found that they feel at ease knowing that we have a broad knowledge of animals, animal welfare and care, as well as a working partnership with a number of veterinary practices. Each dog and cat is cared for individually by qualified and dedicated staff. Where are you? Quintessential Quarters, Gorsey Lane, Lower Hatton, Cotes Heath, Staffordshire, ST21 6SH Telephone: 01782 791070. www.qqltd.co.uk Who is your Appointed Veterinary Practice? Shires, Eccleshall Road, Walton, Stone, Staffordshire, ST15 OHJ Telephone: 01785 813955 www.shiresvets.com When are you open? Enquiries Checking in Checking in 08:00 – 18:00 10:00 - 18:00 10:00 - 15:00 09:30 – 18:00* Daily Monday – Saturday Sundays only Checking out Monday – Sunday *Refer to your booking confirmation letter How do the charges work? A daily charge will apply on the day of arrival. Pets collected before 10:00 am on day of departure will not be charged. Pets collected after 10:00 am on day of departure will be charged a full daily rate until day of collection. Final balances must be paid in full prior to departure of pet(s). What is included in the price? The accommodation and undercover run area, heating, dehumidification, lighting, boarding diet, bedding, baskets, treats, exercise (and play for dogs) enriching play, pet insurance & VAT. Do I have to pay a deposit? Yes, we do ask for a deposit of £50.00 per unit of accommodation in order to secure a booking. The payment will be deducted from the balance owing. If the cost of boarding is less than £50.00 then the full payment is required. All deposits are non refundable and non transferable. We operate a strict first come first served policy so please act quickly to reduce the likelihood of disappointment. It is the client’s responsibility to confirm that a deposit payment has been received. We are not responsible for any payments lost in the post. How can I pay for boarding? The easiest way to pay for the boarding is by debit or credit/charge card when booking. Our preferred method of payment is cash, cheque, delta or maestro (switch). A non refundable 2.5% surcharge is payable for credit/charge card transactions. The kennelling fees are subject to change, peak prices and bank holiday rates over the Christmas and New Year period also apply. The most up to date prices are available on the website and will be quoted when you make your reservation. Do you provide socialisation days? Yes, a short and pleasurable experience for all pets and their owners is vitally important. The crèche facilities must be booked well in advance so please plan your stay carefully. What do I need to bring with me? You may bring a small item of clothing which can be left in the unit this may help to settle your animal during the first day of its stay. In the interest of hygiene and health and safety Quintessential Quarters Limited will not accept bedding or baskets that are brought into the kennels. We provide the original ‘Vetbed’ for both the cattery and kennel boarders. This excellent product is recommended by Veterinary Practitioners and considered the professionals’ choice because of its hygienic, non-irritant and non allergenic properties. The product has unrivalled resilience, heat properties, air permeability (BS4578) and unique drainage characteristics keeping your pet in exceptional comfort. The product can be laundered at 90 degrees and dried in minutes. Toys You may bring your pet’s favourite toy with you for them to have during their stay. No inventories are made when you arrive so please ask for the toys before checking out. We will hold onto toys for 28 days, after which any unclaimed items are forwarded to a local dog charity. Treats Quintessential Quarters will provide treats throughout the day for your pets. However please feel free, if you wish, to bring your pet’s favourite treat/s. Vaccination Certificate In accordance with the Animal Boarding Establishment Act 1963, a current vaccination certificate must be produced for each animal on the day of arrival other wise boarding will be refused. What vaccinations do I need for my dog? In accordance with the Animal Boarding Establishment Act 1963, a current vaccination certificate must be produced for each animal on the day of arrival other wise boarding will be refused. Your dog must be vaccinated against distemper, infectious canine hepatitis, parvo virus, parainfluenza, leptospirosis and bordatella bronchiseptica (kennel cough). What is kennel cough and why does my dog need the vaccination? The correct name for kennel cough is infectious tracheo-bronchitis. It is the most common respiratory disease in dogs. It is highly infectious, being spread by airborne bacteria, but no-one knows exactly all the possible ways that it can spread. It is most prevalent during the late summer period but random outbreaks can strike at anytime during the year. Kennelled dogs are at greater risk of infection as they are in close proximity to other dogs. However, it is true that your pet is just as likely to catch KC at a dog show, whilst out walking or making contact with other dogs. It is possible that dogs can be carriers of the disease and show no symptoms. In rare cases KC can be fatal – secondary infections can ensue, which can lead to the death of a dog. Nothing can totally prevent the spread of kennel cough, vaccinating your dog will however help to reduce the severity of any outbreak and provide your dog with the maximum protection available. Dogs can show symptoms of kennel cough as a result of vaccination but these symptoms tend to be reduced compared to the actual infection and to clear up with no further treatment required. There are currently two brands of KC vaccination available. Nobivac KC A dose of 0.4ml given in one nostril land it takes effect after 72 hours and lasts for 1 year. It is recommended that no vaccine should be administered within 14 days before or after vaccination with Nobivac KC Intrac A dose of 1.0 ml given in both nostrils and take effect after 5 – 10 days and lasts between 6 – 12 months. The vaccine maybe given on the same day as other vaccines, this includes booster vaccinations. Note – the parainfluenza vaccine given as part of your dog’s booster provides protection against viral strains of infection. Both Nobivac and Intrac provide added protection against bacterial strains, thus helping provide all round protection for your dog. We would be grateful if you could ensure KC vaccinations are given at least two weeks prior to boarding. What are my responsibilities? It is the owner’s obligation to inform Quintessential Quarters of any signs, symptoms, or changes in behaviour that may be related to an impending illness. If the animal is the carrier of an infectious disease, there is a possibility that it will contaminate the other boarders. Our commitment is to provide the highest level of care and hygiene, however, we cannot guarantee the integrity of our clients and therefore each owner boards their animal at their own risk. What vaccinations do I need for my cat? No cat will be admitted without a current certificate for feline enteritis and feline influenza. We also strongly recommend vaccinations against feline leukaemia. Please consult your veterinary practitioner. Does my male cat need to be neutered? Yes, all male cats must be neutered in order to reduce the likelihood of spraying urine in the unit. Neutering also reduces the chances of contracting serious infectious disease feline immunodeficiency (AIDS) and the feline leukaemia virus. Do you provide additional care for kittens or elderly cats? Yes, we understand that both the young and elderly felines that board with us require that little extra time and care. We are mindful also of there dietary needs which will be adjusted to suit each individual. Will I need a cat pet carrier? All felines must be conveyed in a suitable pet carrier to prevent the possibility of escape. The containers may be left within the cattery unit until the day of departure. What happens if my pet is ill during its stay? Recognising that things aren't quite right is very important. Little things will tell us that your pet is unwell. It could be a loss of appetite, feeling lethargic or a change in its normal behaviour, so early detection and taking action is essential. If this were to happen, we have a very special area where we can monitor your pet and keep a record of any changes. Sometimes it is necessary to seek medical attention. Quintessential Quarters reserves the right to contact your veterinary practitioner in order to receive medical, behavioural advice or history relating to each boarder. Your pet will be covered by Pet Plan insurance, subject to the normal conditions of the policy (details available on request). In case of a suspected illness or injury, a veterinary surgeon maybe contacted and your animal examined. Prescribed treatments that the veterinary surgeon considers vital to the animals health and welfare will be administered. Quintessential Quarters Ltd will meet the costs for veterinary fees for any illness or injury up to the value of £850.00 The cover excludes fees in connection with breeding, preventative vaccinations and any pre-existing conditions. What happens if my pet is on medication during its stay? Quintessential Quarters will administer medication, but the container must be clearly marked with your name, the pet’s name, date, dispensed by, dosage rate and strength. Medication will only be given in accordance with the instructions. We will generally medicate free of charge but if the prescription regime is complicated (e.g. multiple dosages or injections) then we will make an additional charge which will be explained to you on checking in. If your pet is on medication then a medical chart/record is signed by you identifying the prescription and dosage. During the guest's stay, each dose given is recorded on a medical chart. The document is produced for you prior to departure. The owner, Karen Flint, is a qualified nurse and has the responsibility and experience to administer prescribed medicines according to instructions given by the client's Veterinary Surgeon. Why is 1-2-1 care so important? We are committed to providing the very best level of care for every animal that visits our exclusive cattery and kennels. To enable us to do this we create an animal profile. When you check in we ask a series of questions about your pet such as your animal’s favourite reward, play game, responses to humans and to other dog/cats, aggression screening, destructiveness, phobias, fears or panicking, recent visits to the vets (please be honest) and other points of interest. Each staff member is appointed a small number of animals to care for, offering continuity of care. Due to our extended knowledge of your pet we can quickly monitor any changes in their health or behaviour and act accordingly. Together our aim is to make every stay at Quintessential Quarters a pleasure for everyone. How will my dog be walked? Each dog is walked individually. If there are two or more dogs from one family then they too get their own walker. When the dog is being exercised the walker will have two leads. These will be attached to a kennel collar and a flat slip collar. On occasions we get requests for the dog to be secured by a harness, this is fine but we will still use a kennel collar for added security. What else will my dog be doing during its stay? Boarding at Quintessential Quarters is action packed and full of activity. Our aim is to constructively occupy your pet throughout its stay to quite simply prevent boredom. The regular socialisation sessions with our qualified staff also dramatically reduce behavioural problems such as hyperactivity, destructive chewing and barking. Enrichment is an important element during the animal’s stay. Each boarder is allowed off lead in the enclosed area, which is designed to stimulate the dogs mind by discovering, through sight, touch, smell, sound and taste the various elements. Each boarder will be constantly supervised and receive 1-2-1 enrichment by our trained staff. The play area is used entirely at the owner’s risk. What other services can you provide for my pet? Dog grooming We offer a full, in-house grooming service tailored to your pets needs with our fully qualified unit manager. Please ask for further details. Dog training Almost everyone would regard it necessary to train their dog to obey basic commands, but not everyone finds it easy to structure their own dog training. Craig can offer 1-2-1 coaching or residential training subject to availability. Please ask for further details. Are there any additional charges? Shampooing Due to the location of the kennels and the enrichment activities that take place particular breeds, colours and coat types of dogs such west highland terriers, bearded collies, and setters etc will require shampooing. The cost of minor grooming is passed on to the client. Please ask if your dog is considered high maintenance. Medication We will generally medicate free of charge, but if the prescription regime is complicated (e.g. multiple dosages or injections) then we will make an additional charge which will be explained to you on checking in. Please refer to the medication section. Do you provide the food for my pet? Where customers express no preference in food, we automatically choose Arden Grange. Not only because of its super premium hypoallergenic quality, but we know from personal experience that animals greatly benefit from the diet. Free samples and leaflets are available on request. In addition to Arden Grange, we also provide all the regular branded meals such as pouches and mousses for our feline guests. Each cat’s individual preferences will be catered for, with the exception of prescribed diets. Please do not bring food or water bowls, as they are all provided. Do you supply raised bowls? Yes, please ask a member of staff when you check your pet into the unit. What do I do when I arrive? When you arrive at Quintessential Quarters please leave your animals in your car until attended to. A member of staff will check your pet details and assist you in settling them in. Can I collect my pet early? Once boarding has commenced, days booked and not taken will be charged in full. This includes pet/s arriving with no proof of vaccination. What happens if I am late? A penalty charge of £35.00 per unit of accommodation allocated will be incurred for any late departure. We advise you to book additional days to allow for errors in transport and other unplanned events. What do I need to do when I get home? Generally clients collect their pets between 09:30 am – 10:00 am. Prior to this dogs are walked and fed before departure. It is unusual for canines to drink immediately after eating they normally allow the feed to settle first. On arrival at your home it would be normal for your dog to request a drink. Please note that all animals have access to fresh water at all times.