Frequently Asked Questions
Scroll through the following Q&A to see if your concern has been previously addressed!
Temperament testing (or evaluation)
The purpose of a temperament test is to focus on and measure your pet's reaction or behavior to various elements presented in our facility. It provides us with an idea of his/her personality and predict if there will be any potential problems during their stay. Temperament tests can measure a pup's stability, independence, shyness, aggressiveness, and friendliness. There is no one-size-fits-all test that will tell us everything we need to know about your pet, the main goal is to test for signs of unwarranted aggression toward our staff or other dogs in our care.
How long is the temperament test? Will I need to stay?
We understand every pup is different and may need more/less time than others, but our general requirement is 4 hours. As a precaution, we prefer to complete these assessments in the mornings (& by appointment) since that's the optimal time for our staff to properly monitor and control various aspects with ease. We also ask the pet parents to not stay for the duration of the temperament test, as pets tend to act differently in the presence of their owners. We will send you a report card with pictures from their evaluation and notes regarding the results. For the duration of the assessment, we urge you to log into Gingr and access the webcams in our play area!
I'm only looking to board my dog(s) for the weekend, will they still need to complete a temperament test?
Yes. Especially if they have never been to Unleashed Retreat. Even if your pup has been to daycare or boarding before, we still require an assessment with our staff. In the event of a failed temperament test, we highly recommend for you to prepare alternative arrangements, which is why we suggest completing their temperament test a minimum of 1 day prior to their boarding reservation.
Is there a cost for the evaluation?
Yes, $39. It's the same as a full day of daycare. Our requirement is a 4-hour minimum; though if you check in and see that he/she is doing fine (at least 2 hours in) we are more than happy to keep them for a full day! Although if your schedule is a bit tight or they are not making any friends, you are welcome to pick them up after the 4-hour minimum has been fulfilled.
What is a temperament test and why is it necessary?
Boarding (Overnight stays)
What do I need to bring? i.e.: food and/or other belongings
We ALWAYS recommend bringing in your pup's food. We keep plenty of "house" food on hand to provide for an additional $5/day. In order to prevent any misunderstandings, misplaced items or mix-ups, we require any and all belongings to be labeled with relevant information such as their name, serving size, and feeding schedule. Additionally, all of this information should be entered into their account during sign-up or check-in. Please be aware that if you bring bowls, bedding, or toys, we are not responsible for any damaged or misplaced items.
Where will my dog(s) stay?
Rest assured that your pup will be able to stretch out and relax after a long day of making new friends! They'll have a space all to themselves with access to water throughout the night. We are able to provide a bed, water bowl, and blanket for them to be comfortable, but if you know they prefer to have their own chew toy, blanket(s), or bed, it's best to bring one for them to ease their anxiety. Our caring staff will also leave soothing music on for them overnight.
What time can I drop-off/pick-up my pet for boarding?
Please remember that daycare is included with their overnight lodging. From the time they are dropped off until close, it will be daycare, but once operating hours are over, they will be staying for the night and are required to be picked up by the same time -the day after their stay. For example, if you drop Spot off at 8am he will enjoy daycare playtime until 7pm (close), lodge overnight, and will need to be picked up by 8am after his final night to avoid the $39 late fee. The same goes for an afternoon drop-off; if Max arrives to Unleashed Retreat at 3pm, he will need to be picked up by 3pm after his final night to avoid the late fee.
Does anyone stay overnight with the dogs?
We currently do not have anyone assigned to stay with our boarders, but we do have a couple (very responsible) team members of Unleashed Retreat that do stay in Market Square Tower -right above the facility, that can come downstairs in the event of an emergency. Our cameras are also on and recording overnight, even though they are not available for the public to view.
I only want my dog to be groomed; what does he/she need?
All guests using our services are required to have their Rabies, Bordetella, and Distemper/Parvo vaccines up to date. Please note that dogs who have not been neutered or spayed are still welcome to use our grooming services and we DO NOT require temperament testing for grooming appointments.
Do we need to arrive early?
We ask that you arrive at least 5 minutes early to your pet's appointment to allow our specialist to conduct an initial assessment without delaying their appointment. If you have any specific requests, please take this time to notify your groomer. It's also very important that you make sure to inform us of any potential health concerns or previous experiences that may negatively impact our ability to complete your requested services.
Is there anything else you need from me?
We require written permission before doing anything with your pup. After our specialist conducts their assessment (before each appointment), there may be an additional form for you to fill out. Please be sure to read all documentation provided to you.
How early/late can I pick up or drop off my pup?
For grooming appointments, we ask that you try to drop off closer to the scheduled time we have allotted for their services. In the event that you need to drop off more than 30minutes before the appointment, please understand that your pup will be waiting in their kennel until our groomer can get started. The same applies to late pick-ups, except after 3 hours, you will receive a $10 additional fee (per hour) until check-out. Overall, if you are too early or late, your pup will have to remain in the kennel.
Do I have to call to schedule an appointment?
For any services provided by Unleashed Retreat, you will need to have an account with Gingr; once this account is set up with all of the necessary information, you can easily schedule appointments through the customer portal! The only service(s) you should need to contact us to schedule are Full-Service Haircuts. The length of these appointments greatly depends on your pet's breed and condition of their coat, so we need to be able to ask a few more questions in order to provide you with a more accurate time frame for the appointment.
Do you accept cats?
Our spa services are meant to be a nice pampering and relaxing experience for your pets. With that being said, we do not accept cats into the facility whatsoever. We deeply apologize for any inconvenience this may cause, but highly recommend looking into a more cat friendly environment for a better experience!
Do you separate the dogs? How do you determine what group they play with??
We understand that our group play environment can be a little unpredictable which is why we do our best to separate the pups by weight/size. Though there are times when you'll notice a larger dog amongst the smaller pups or vice versa, this can be due to an owner's specific request or our staff using their better judgment/experience to group similar personalities and playstyles. Please rest assured that we keep a watchful eye on the play area and ensure everyone's safety.
Why does my dog need to be fixed in order to attend daycare or stay overnight?
As we covered in the answer before, we have a group-play environment for the pups to participate in during daycare and boarding reservations. It's for this reason that we cannot permit any intact pups over the age of 8 months old. Regardless of gender, remaining intact can cause pups to be more aggressive, dominant, possessive, and territorial. It's for the safety of your pup, their playmates, and our staff that we kindly ask if you plan to postpone this procedure (for any amount of time) please refrain from bringing him/her in for anything other than grooming appointments.
Do you ever make exceptions for vaccinations?
The continued health and safety of our guests and staff are the highest priority to us at Unleashed Retreat. We do not make any exceptions for missing or out of date vaccines without a written (and signed) letter from your vet. This can be emailed to us at firstname.lastname@example.org ahead of your visit. This applies to all of our services.
Can I come in for a tour?
Of course! We welcome all pet parents to come in and look around our facility! We suggest that you leave your pup at home for this visit, unless they are coming in for their Temperament Test, because the loud noises and various smells may be quite overwhelming. For your safety we cannot permit you access to the play area and ask that you refrain from taking photos of our guests while you're touring. Take this opportunity to ask any questions you may have about our services!
Where do the dogs "go"?
Our facility is 100% indoors, however, we do have patches of turf in the play area for those who prefer a grassy feel while they're "going". We do not walk the pups outside for various (largely unpredictable) reasons.
What is the daily schedule for daycare and/or boarding?
Upon arriving in the morning, we first allow our boarders to stretch their legs and relieve themselves while we "turn down" their kennel and refresh their water. Breakfast is usually served by or before 7:30am. While the pups are letting the food settle in their tummies, we set up the play area and welcome our daycare guests! The midday break begins around 11:30am; everyone is returned to their assigned kennels and (if provided during check-in) served lunch. Our skilled Kennel Assistants take this opportunity to do a thorough cleaning of the play area while also letting the pups digest their food, drink water, and catch a few Zs. Play time resumes at 1pm and the spot cleaning cycle continues until dinner is served around 5:30-6pm. By this time our daycare guests have checked out and boarding pups will have a little extra time to play before we close at 7pm. While the pups have dinner, we perform our second round of cleaning and begin to disinfect the toys they've played with all day. Rinse and repeat.
What is your cancelation & refund policy?
By logging in to your Gingr account online or through the Gingr for Pet Parents app, you can manage your reservations to better suit your schedule. We currently do not have a cancelation fee (or policy) in place, but kindly ask that you cancel any boarding reservations or grooming appointments at least 24 hours prior. For refunds regarding retail items, please contact us by email at email@example.com (within 30 days of your purchase), and we will do our best to assist you! For refunds regarding the unlimited membership or 20-day package, we will only consider refunds within the first 7 days of purchase.
Do I need to keep my pup's leash after dropping him/her off?
For safety reasons we remove everyone's collars before taking them to the play area. We ask all pet parents to leave their leash and collar with us for the duration of their stay. All belongings are kept in a centralized location with labels to prevent mix-ups. If you believe we may have given you the wrong leash, please let us know ASAP.
Do you offer training services/packages?
Sadly, no. We have lots of big plans for Unleashed Retreat as time continues to go on, these plans do include offering some kind of training services! Be the first to know and stay tuned for more information, by signing up for our emails!
Can I bring my dog's medication for their stay?
Yes, your pet's health is very important to us! Before you bring your pup's medicine(s), please keep in mind that we do require for you to bring it in the original packaging from his/her vet with legible instructions. We will add a Medication Administration fee of $3 per day and also require written permission to administer these medications to your pup in your absence.
Memberships, Passes & Packages
Do you offer a discount on the Unlimited Membership for residents of Market Square Tower?
Sadly, we do not. Subscribing to our monthly Unlimited Membership will grant you access to plenty of perks, such as unlimited M-F daycare! For a minimum of 22 days out of the month, you're receiving a $16 discount PER DAY; bringing your overall cost-per-day down to $23 instead of $39.
Can I use my monthly Unlimited Membership on Half Days?
No, but what we CAN/WILL do is take advantage of your unlimited membership by checking your pup in as if they are attending a full day and simply modify the pickup and drop off times to reflect your request for a half day.
Can I use the credits from my 20-day package on both of my dogs?
Yes, but please keep in mind that you will be using this package 2 times faster and these credits are only meant to be used with full days of daycare. If you want to use them on half days, please let us know by check-out/pick up.
Is it possible to use my 20-day package (or Unlimited Membership) credits toward late fees?
If you think you may be late to pick up and don't want to pay the $39 late fee, please make those arrangements in advance, otherwise, we will not be able to use any credits towards the fees incurred. Read more about our boarding details (here)
What do I use to log-in to Gingr?
The same e-mail and password you used during the registration process will be the same log in information used for Customer Portal (gingrapp.com) & the Gingr for Pet Parents mobile app. If you do not remember your password or are having issues logging back in, please contact us by email or phone.
How can I access the webcams?
For the safety of our staff we no longer have our webcams available (to the general public) on our website, but the process is still very easy! As long as your pup has been checked in for their reservation, simply log in to your Gingr account and while on your home page, just scroll down to View>View Live Webcams! You'll be able to watch your pup play no matter where you're at --or what you're *supposed* to be doing.. 😉
How do I update my pup's vaccination records?
Log in to your account on Gingr then from the home page or from the menu on the left side of the screen, click on Account.This will bring you to the next screen where you can view previous (or current) invoices, view/sign agreements, upload documents, and more. Once the documentation has been successfully uploaded, a member of our staff will need to manually review it. Feel free to call us at the reception desk to confirm that we have received the updated material. Please be advised that it may take up to 1-2 business days for your account to reflect the updates.
I'm trying to set up a reservation for my pup(s), but Gingr won't let me submit the request. What am I missing?
In the event you are having trouble submitting a request, please take a moment to make sure all of our requirements have been met. Gingr may also display an error message with the details of what else is needed. For example, boarding and daycare reservations can only be scheduled once an evaluation/temperament test has been completed. If your pup has met all of the criteria, give our reception desk a call and we will personally assist you in finding out what is wrong with your account or creating the reservation for you!
The enrollment application isn't loading for me, what can I do?
If you're having trouble loading the registration page for Gingr, it may be due to the third-party cookies setting in your browser. We highly recommend reading this article made by Gingr to help you access the portal with ease!
I don't have time to complete the registration process right now, can I do it when we arrive?
Because it's the most important step in preparing for your initial visit, we prefer to have everything ready to go ahead of your pup's initial reservation. If you MUST complete the application in our facility, we ask that you visit ahead of time and leave your pup at home, as your pup may feel overstimulated and/or stressed while waiting.