Frequently Asked Questions

Making A Reservation

I am an existing customer. What is the best way to make a reservation?

The best way for existing customers to make a reservation is through our online portal. You can schedule boarding, grooming, daycare, and other services. Just follow these simple steps:

  1. Follow this link: https://apetvilla.mykcapp.com/clientlogin
  2. Create a personal account (if you haven't already)
  3. First Name, Last Name, and Email must match what we have in our database.
How do you accept payment?

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

ZELLE payment can be made to: apetvilla@gmail.com Malka Nagel
VENMO payment can be made to: MALKA NAGEL Username:@Malka-Nagel, apetvilla@gmail.com (email associated with account)

What are your Vaccination Requirements?

Please send us your current vaccination records.You need to supply these as we do not call your vet for the records.
Dogs: Current Rabies, Distemper/Parvo, Bordetella
Cats: Rabies, FVRCP

I don't have a vet where can I get my vaccinations updated?

Here are some low-cost alternatives:

VIP Pet Care - vippetcare.com. 1-800-427-7973

Humane Society Silicon Valleyhssv.org. 1-408-262-2133

Silicon Valley Animal Controlsvaca.com 408-764-0344

Vetcoclinics.com

Your Pet’s Stay with Us

What is included in boarding a dog?

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 don't charge extra for play time or special attention time.  We believe this is part of the basic service that should be provided.  We currently offer add-ons such as Walks ($17) Care Package ($7) Greenies ($1.50), Liver-stuffed Kongs ($2).  We also offer full groom and bathing services as part of your departure service at an extra fee.

What is your typical day like?

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.

Do I need an evaluation for my dog to participate in your boarding or daycare program?

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 3 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 3 hour evaluation. We prefer that these take place during the week, when we have more time to be with your pet.

Do you offer food for my pet?
We request that all customers bring their own pet food so that their pets don't get indigestion.  Staying with the same food is very important to keeping your pets' regiment stable.  Boarding can be stressful to some, and so the best thing is not to add unnecessary factors to add to the stress. 
 
Please bring enough food for the stay and mark your pet's name on the bag.  It's more work for us to feed your food, but we believe it's the best for them. We can feed dry or wet. And refrigerated and frozen foods.
 
As back up, we do have kennel food for both cats and dogs should you run out. The cost is $3 per day per dog/cat.
What do I bring for the stay?

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. 

Is there somebody onsite 24/7?

We have an onsite caretaker who lives on the property.  The person checks on the dogs late at night. 

What time is drop off? What time is pick up?

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 $24 day care fee  for your dog and $10 fee for your cat. 

I would like to check in on my pet. How can I do that?

We offer Care Packages for $7 a day that includes the daily written update with some photos. 

Why is my dog is acting differently after I pick them up?

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.

Adapted from an article entitled 5 Most Common Behaviors After Boarding Your Dog.

Special Circumstances

My dog is not spayed or neutered. Will you still take him/her?

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.

My dog does not like other dogs. Can you still board him/her?

We are a unique facility in that we can board non-social dogs.  Every dog has his 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.  We also offer walks, which is a good way for the non-social dogs to have some quality time. 

Do you administer medications?

We can administer most medications for a $3 daily fee. Should your pet require multiple meds, multiple times a day, the fee can go up to $6. We keep a log of the medications we dispense.

What happens if my pet gets sick under your care?

Staff is well versed at noticing problems that may arise.  First we call you.  If you are not avaiailbe, 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.  We have two vet techs to evaluate the situation.  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.  For less severe issues we typically use Silicon Valley Pet Clinic which is a 7 minute drive from us.  

Do you offer daycare during major holidays?

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

What days are available for baths?

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.

What days are available for grooming?

We offer grooming on Monday, Wednesday, Friday, Saturday and Sunday.  Please make your reservations ahead of time.  We rarely accept same day grooms.  Our minimum grooming rate is $65 and includes, bath, shampoo, hair cutting, paw trimming, ear cleaning, and nail trimming.  Rates depend on the size of the dog.   If your dog is matted there will be an additional matting charge of $20 and up.