Frequently Asked Questions
Frequently Asked Questions
Making A Reservation
We are now using a Client Portal for all reservations for new customers and existing customers.
- If you've already created an account on the Client Portal, please login to the Client Portal and simply follow the steps to make a Boarding, Grooming, or Daycare reservation.
- If you have NOT yet created an account on the Client Portal, follow these instructions:
- New Customers - How to Create Client Portal Account
- Existing Customers - How to Create Client Portal Account (if you've been an A Pet Villa customer in the past)
If you'd like to make a same-day appointment for boarding or grooming, please email us at apvkennel@gmail.com. Otherwise, appointments made through the Client Portal will be processed within 24 hours.
It is possible to reschedule your appointment in the Client Portal, but it takes a few steps. First, login to your account at https://apetvilla.mykcapp.com/clientlogin
- Simply click the "X" next to your appointment to cancel the appointment.
- Then submit a new reservation request with the new dates you'd like to do your appointment.
First, login to your account at https://apetvilla.mykcapp.com/clientlogin. Then on the welcome screen, click the "X" next to your appointment to cancel your appointment.
We are currently offering Zelle and Venmo payment if you can pay ahead of time to expedite check-ins. We also accept credit cards at the time of check-ins. We are working on an online portal for payment
- VENMO payment can be made to: @sophiawalla #5055 / FRIENDS option
For Dogs, we require up-to-date vaccinations of Rabies, Distemper/Parvo, and Bordatella.
**NEW! WE ARE NOW REQUIRING K9 INFLUENZA FOR 2024!!**
For Cats, we require up-to-date vaccinations of Rabies and FVRCP.
Please send us proof of current vaccinations when you complete your booking through the Client Portal. You need to supply these as we do not call your vet for the records.
Alta View Animal Hospital
690 Showers Drive
Mountain View, CA 94040
(650) 948-1021
Using the Client Portal
- Visit https://apetvilla.mykcapp.com/olr/preregister
- Select New Client
- Input your information and select Register.
- Select Add Pet in the Client Portal Dashboard
- NOTE: To help us with better record-keeping, please check the box for Spayed/Neutered if your pet is spayed or neutered, and indicate Color, Weight, Vet Name, and Vet Phone #.
- To login in the future, visit the following URL: https://apetvilla.mykcapp.com/clientlogin
- Congratulations! Now you can make reservations and manage your bookings online!
Just follow these simple steps:
- Follow this link: https://apetvilla.mykcapp.com/olr/preregister
- Select Existing Client.
- Input your information and select Register.
- NOTE: First Name, Last Name, and Email must match what we have in our database.
- To login in the future, visit the following URL: https://apetvilla.mykcapp.com/clientlogin
- Congratulations! Now you can make reservations and manage your bookings online!
Here is the log-in URL: https://apetvilla.mykcapp.com/clientlogin
It's easy to reset your password on our client portal.
- Visit the following page: https://apetvilla.mykcapp.com/clientlogin
- Select "Forgot Password?" and follow the prompts to reset your password.
Check your spam folders if you're not seeing emails from us. Please make sure we're marked as Not Spam.
We send emails from 3 email addresses:
- apvkennel@gmail.com
- noreply@mykcapp.com (Email comes from this address if you reset your Client Portal password)
Sorry you're having trouble accessing your account. Please try the following solutions.
1. Try to log in again
Did you use the correct login URL? Please try to login again with your username and password at the following URL: https://apetvilla.mykcapp.com/clientlogin
2. Reset your password
It's easy to reset your password on the client portal. Visit the following page: https://apetvilla.mykcapp.com/clientlogin. Then select "Forgot Password?" and follow the prompts to reset your password. NOTE that the password reset email comes from the email address. "noreply@mykcapp.com".
Your Pet’s Stay with Us
Our boarding package includes watching your pet, feeding your pet 2x a day and cleaning on a regular basis. If your dog is dog social, it gets to be out with other dogs at least 8 hours a day. Even if your dog is not dog-social, he/she can go out in one of our 3 play yards at least twice a day. We currently offer add-ons such as Walks ($20), Enrichment with 1-on-1 play ($20), Care Packages ($10) Greenies ($5), Cheese-filled Kongs ($5). We also offer full groom and bathing services as part of your departure service at an extra fee.
Our day starts early with the dogs getting fed around 6:45AM. Then they get to go out and play until around 4:00PM - 5:00PM. They eat dinner around 5:00PM - 5:30PM. Afterwards they get one last time out in the play yard up until 8:00PM. Night time is very quiet. We do rounds again around 10:30 PM to check in on all the dogs. They are very tired and need their rest time.
If your pet is boarding with us, we do NOT require an evaluation since we take most pets (unless they are very aggressive towards people). However, you can still use our 2-hour free evaluation option by appointment and availability. If you would like to participate in our day care program, an evaluation is recommended. We offer a FREE 2 hour evaluation. We prefer that these take place during the week, when we have more time to be with your pet.
We believe that every pet should continue eating the same food they receive at home, otherwise they may get indigestion. Just bring enough food for the stay and mark your dog's name on the bag. Please do not bring us your storage bins or oversized containers. We do not have the space. Do NOT bring toys, blankets, and beds. We will not accept these. We want to take care of your pet and not have to worry about all of their belongings. We give back leashes, too, unless we are walking your pet during their stay.
Drop off and pick up is during our normal business hours. Try not to come right when we open, or right when we close as there is less time available to process your pet. If you pick up after noontime there is a $29 day care fee for your dog and $10 fee for your cat.
We offer Care Packages for $10 a day that includes a daily written update with a photo.
Changing environments, routines, diets, and any other pattern your dog experiences in their life can cause them stress. Every dog reacts and handles stress differently. After picking up your dog from a boarding kennel, you may see one or all of these five changes. Most will go away in a day or two. If it persists or is an extreme shift from your dog’s standard for more than three days, talk to your veterinarian.
1. Drinking Excessively
You bring Fluffy home, and she won’t stop drinking. Your first question is, when was the last time she drank? Did she have access to water? Yes, she absolutely had access to water. Our staff most likely monitor water more closely than you do at home refilling waters regularly throughout the day. Dogs drink more when they get home for multiple reasons, they may feel more comfortable there, they may be overly excited, or the car ride home stressed them out. Make sure they have access to some water but don’t let them drink bowls and bowls of it right away, it will make them sick. Let them drink a reasonable portion, then allow them to settle and regain their regular drinking habits.
2. Change in Diet
They may eat their food ravenously when they get home. Again you think did they eat while they were away? Again, yes. Same with water over-excitement of seeing you and being back may change their normal behavior. Don’t feed them right away. Let them settle and eat a few hours after returning home.
3. Change in Personality
Your dog may ignore you or become extra clingy when you get home. Both are normal. My dog takes it as a personal offense that I went on an adventure without him for a weekend. After the initial excitement of seeing me wears away, he is angry and sullen giving me the ‘silent treatment’ for a day or two. My other dog is the opposite. He is a rescue and is so grateful I returned for him, he clings to me for a day or two. Both responses are normal.
4. Change in Stool or Vomiting
All this excitement or stress may result in your dog’s stool to be soft or loose. If you switched your dog to the facilities food and back to yours in a short period they might just be readjusting. Some dogs have more sensitive stomachs than others; the changes don’t affect some while it makes a significant difference in others. Additionally, if your dog is vomiting it could be for the same reason, or it drank too much water or ate too fast. Fast your dog for 12 hours and if it persists for more than two days contact your veterinarian. If there is blood also contact your veterinarian, these could be signs of a different issue.
5. Change in Sleep
Your dog will most likely come home and sleep very soundly for a day or two. If they got playtime or daycare and were romping around for hours more than usual; paired with a new place, new smells, and new friends; they are rightfully tired. Similar to when you go on vacation and walk a few extra miles a day that you aren’t used to, the saying, “I need a vacation from my vacation,” comes to mind.
Special Circumstances
We board unaltered males and females. We may even have them play in the dog socials. Every pet is unique and we just monitor for inappropriate behavior i.e. humping, overactive sniffing, and mounting. If your pet exhibits these behaviors, and starts agitating other dogs we cannot guarantee that they will be able to participate in a dog social environment.
For unaltered males, we require they buy one of the following options: walk, enrichment, or group play under special supervision. This costs $20 per day.
We are a unique facility in that we can board non-social dogs. Dog-aggressive dogs must buy a walk or enrichment, which costs $20 per day.
Every dog has their own room to stay in. All dogs are let out of their rooms at least twice a day either to one of our two side yards or the backyard. They get one-on-one interaction with staff. Our walks are a good way for the non-social dogs to have some quality time.
We can administer most medications for a $10 per day dispense fee. Should your pet require multiple meds, multiple times a day, the fee can go up depending on the number of times it's administered. We keep a log of the medications we dispense.
Staff is well versed at noticing problems that may arise. First we call you. If you are not available, we will call your emergency contact. Should they not be available we will evaluate the situation and take action according to the severity of the problem. Many minor problems we can actually handle ourselves. If we feel we have an emergency situation we will not hesitate to take your pet to your vet, or an animal emergency clinic that is nearby.
We get very busy on holidays and so cannot offer daycare services. If your dog is boarding overnight with us during major holidays, we can offer daycare. Major holidays include July 4, Thanksgiving, Christmas Day, and New Years Day.
Grooming
We offer bathing services 7 days a week with appointments. Try not to book last minute. We also offer baths/grooms as part of a departure service when your dog stays with us.
We offer grooming every day of the week. Please make your reservations ahead of time. We offer walk-in appointments based on availability. Grooming includes high-quality shampoo, ears cleaned, nails trimmed, hair clipping or shaving, blow-dry and brush-out.
Grooming depends on the size of the dog and starts at $75. If your dog is matted there will be an additional matting charge of $10 and up.