The Last Thing We Want To Do

Love My Doggy Day Care is a business that stands for something. Our goals and our values are clear. We are here to support you in being the best pet parent you can be. And, we are here to serve not only the needs of pet clients, but our pet parents too. One way we do that is by practicing a business philosophy of top-notch customer service. So I’ve never been more sincere than when I say the very last thing we want to do is create a poor customer experience for you. However, despite our best intentions, we understand how it can range from disappointing to inconvenient to downright frustrating for you when you submit a reservation request, and you are declined due to day care being at capacity on your desired day. We strive to create a mutually beneficial relationship with all of you, and we are committed to sustaining this over time. Declining your reservation request is potentially detrimental to our relationship with you, and frankly, therefore, bad for business. This is counter to any of our goals for obvious reasons, and I am extremely sorry if this has been your experience.

I want to personally thank you all for your tremendous support of our business, that has gotten us to this point where we are literally turning people away, and at the same time apologize for the flip side of this proverbial coin. We appreciate your understanding, your support, and most of all, your continued trust in us. We hope to reduce the frequency of this occurring, once the weather turns and the outdoor play spaces are in full use, as this will increase our capacity. We are also doing everything we can to move forward on planned expansion (many of you are already aware of this, but there are still several thousand square feet available in the building for expansion, and we are working with our lenders to make this happen!). When this is finally completed, we believe our days of declining your requests will be over! But this is a process that will take some time, and so in the meantime, please try to make your reservations as far in advance as possible, and we will do everything we can under the safety policies we have in place, to make sure your pup has a play date secured!

We have been allowing customers to make standing reservations, and we are ready to implement a formal policy around this. You are welcome to make a standing reservation a full month at a time, if you have purchased a day care package. The day care package will now benefit you in two ways: (1) you will have the savings of the reduced cost by purchasing “in bulk”; and (2) you will be able to make a standing reservation for up to a full month at a time. The trade-off for this additional benefit is that if you are a “no-show/no-call” on a day we have a spot held for your pup, we will still deduct a day from your package. As you may have experienced yourself, there is likely to be a waiting list for that day, and we are unable to offer that spot to anyone on the waiting list if we are holding it for your reservation. I realize this is a deviation from the standard “no-show” policy, which is a $10 surcharge to the customer’s account. However, the difference is that this package deduction applies to standing reservations only. I have received positive feedback to this so far, with our clients agreeing this a fair approach, but please let me know if you have any comments or questions of course.

We look forward to seeing you and your pup very soon! As always, feel free to reach out to me at any time.


Q: I am on the list for a standing reservation, and I have a package – Do I have to let you know every month if I want to renew my reservation?

A: No, we will take care of re-booking your reservation, however, you may receive a phone call or email from us near the end of the month just to confirm that you’d like to continue under the same pattern of days for the upcoming month. Also, you will still be responsible for letting us know if your plans change, even if we do not reach out to you to confirm with us for the following month.

Q: I am currently on the list for a standing reservation, but I do not have a package – am I grandfathered in or do I no longer have my reservations?

A: Your April appointments will not be effected by this policy roll-out. We will give you time to consider how you would like to manage your day care reservations moving forward. You are welcome to purchase a package, of course, or you can start making your reservation requests in advance. We will begin to enforce the terms and conditions of this policy in May, and we will have it fully rolled out by Memorial Day.

Q: What do you mean by a “standing” reservation?
A: If a client requests a specific repeating pattern of days (e.g., every Tuesday and Thursday) for a month or more at a time, we consider that at standing reservation. Isolated requests, reservations that do not conform to a repeating pattern, or reservations that do not require us to book a month or more at a time, will not be considered standing reservations. If you are a “no-show/no-call” for a regular reservation, a $10 surcharge will be added to your account. Deducting a day off from your package will apply to those clients that are benefitting from holding an established pattern of days over a long-term reservation.

Q: I would prefer not to purchase a package. How far in advance will you take my reservation request?

A: Please make your reservations as much in advance as you can. Our reservations software allows us to make reservations up to 13 months in advance, so you may make individual reservation requests with a very long lead time. However, if you’d like to make a reservation for a repeating pattern of days, we will be happy to make these 2 weeks at a time without a package.

Q: I understand you are full on most days now. How far in advance would you recommend I make a day care reservation, in general, if I don’t have a standing reservation?

A: We are currently experiencing reaching capacity approximately 1 week in advance. In other words, clients have been experiencing their reservation requests being declined if they are trying to get in for day care during the same week for which they are requesting a day. It is difficult for us to gauge at this point how this may change, particularly if this policy drives more people to purchase packages and make standing reservations. However, as stated in the email you received, we hope to counter-balance this in the coming warm-weather weeks by opening up our outdoor play spaces for regular play groups.

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