Making a reservation is easy! Simply log in to your account Customer Portal and use your customer portal. You can make reservation request 24 hours a day, providing you with the convenience to plan your pet’s stay at your own pace. If you need any assistance, our team is here to help during our regular hours of operation.
Note: For a first time reservation, you would need to upload vaccinations and once the vaccinations are validated by a Paw Hills staff member, then you can go ahead and make your reservation.
Go to the Customer Portal and login using your email.
Go to the Customer Portal and type in mobile code 667890. Then you will be prompted to enter in your normal information and login.
A: If you prefer to speak to someone for assistance, you can easily reach us through the “Contact Us” section on the Customer Portal . Alternatively, you can send us an email at help@pawhills.com or concierge@pawhills.com, and our dedicated team will promptly assist you with any questions or concerns you may have. We’re here to provide you with the support you need to ensure the best experience for you and your pet.
We apologize for any difficulty you may be experiencing. If you are having trouble making a booking, please ensure that you’ve reached out to our support team at help@pawhills.com and concierge@pawhills.com for assistance. Our dedicated staff will promptly assist you in the booking process and address any concerns you may have. Thank you for considering Paw Hills, and we’re here to help make your reservation process as smooth as possible.
To change the dates of your reservation, first, create a new reservation with your preferred dates on our Customer Portal
Once you have created an additional and updated reservation, please go back into your old reservation and request a cancellation.
If you need any additional help, please give us a call or send an email to help@pawhills.com and concierge@pawhills.com, notifying us of the change. Our team will be happy to assist you and ensure that the old reservation is properly deleted to avoid any confusion. Your flexibility is important to us, and we’re here to make the process as smooth as possible.
To make changes or updates to your reservations, please reach out to our dedicated support team at help@pawhills.com and concierge@pawhills.com once your booking has been submitted. They will be happy to assist you in modifying your reservation to better suit your needs. Your satisfaction is our priority, and we are here to ensure your pet’s stay with us is perfect in every way.
To schedule a tour of our facility, please reach out to us at help@pawhills.com or concierge@pawhills.com. Our team will be happy to arrange a visit and answer your questions. We look forward to meeting you and ensuring you have all the information you need to feel confident about your pet’s stay with us.
Our operating hours are 7 days a week from 8 am to 4 pm.
We appreciate your consideration, but unfortunately, we do not allow personal belongings for your dog during their stay. No bed, no bones, no toys, no collars, no leashes, no blankets. Rest assured, we provide everything they need to ensure their comfort and well-being. Your understanding is greatly appreciated as it helps us maintain a safe and organized environment for all our furry guests.
No, we do not provide food for your pet. We require that you provide food for your pet pre-packaged in individual baggies per meal. If you do not bring food or your pet runs out of food during the course of the stay, we have food for purchase in the lobby. If your pet has a special diet, please make arrangements with a friend or an emergency contact to bring enough food to last for the remaining duration of your pet’s stay with us. This ensures your pet continues to receive their familiar diet and remains comfortable during their time at our facility.
If your pet requires medications, please provide us with detailed instructions, in your pet’s profile under the Medical section. You will need to add each dose under “Special Services” in our customer portal when creating a reservation, along with the detailed instructions. There is a $3 charge per dose administered throughout the stay. This ensures that our staff is fully informed about your pet’s specific medical requirements and can provide the necessary care during their stay. Your pet’s well-being is our top priority, and we want to ensure they receive the best possible care while staying with us.
Of course! You can feel free to call or email us at help@pawhills.com and concierge@pawhills.com anytime to inquire about your pet’s well-being during their stay. Additionally, if you’d like to stay visually connected with your furry loved one, you can add “Photo Updates” under “Special Services” when creating your reservation in our Customer Portal. If you would like to add the photo updates after the reservation has been completed, please email us and we can add them for you. This way, you’ll receive photo updates of your pet, keeping you closely connected with their experience at Paw Hills Luxury Pet Hotel and Spa. We’re here to provide you with peace of mind and keep you updated on your pet’s happiness and comfort.
Unfortunately, our packages are non-refundable, but the good news is they do not expire. This means you can use them whenever it’s convenient for you and your pet. If you have any questions about your packages or need assistance with scheduling, please don’t hesitate to contact us at help@pawhills.com and concierge@pawhills.com.
You can cancel at any time. Please note that the deposit is non-refundable, but it can be carried over to your next stay, and it never expires. Similarly, our package bookings are non-refundable and do not expire. If you have any questions or need assistance with cancellations, please reach out to us at help@pawhills.com and concierge@pawhills.com.
Of course, you are always welcome to pick up your pet early, please email us so we can update your reservation. Any additional services or nights that have not been completed but were paid at dropoff are non-refundable but will be a credit remaining towards a future stay.