Whether you’re a loyal customer of New Mexican Kennels or are considering us to care for your beloved pet, we find it helpful to review answers to some of our most frequently asked questions.
Before we begin, here are some basic facts:
Hours of Operation:
Monday – Friday 7:30 AM to 6:00 PM
Saturday – 8:00 AM to 5:00 PM
Sunday – 3:00 PM to 6:00 PM
Our office is closed on Easter, Fourth of July, Memorial Day, Labor Day, Thanksgiving, Christmas and New Year’s day.
Q: I am nervous, I’ve never boarded my dog before. How can I be sure you’ll take good care of my pet?
FAQ: We find that because of the special hands-on care, comfortable accommodations, competent and well-trained staff, and a number of personalized activities we offer, our guests adapt very well and enjoy the wonderful experience of being part of our family. If you have any concerns, we recommend beginning introducing your dog to our environment with one or more daycare visits.
Q: Can I come in for a tour?
FAQ: You can certainly come and visit our facility anytime during regular business hours. Our Welcoming Staff will be delighted to take you on an informative tour of the public areas at New Mexican Kennels.
Q: Am I charged by each 24-hours?
FAQ: The rates at New Mexican Kennel work just like a hotel. You are always charged for the day that you bring your pet in, regardless of the time of day. On the day of pick-up, if you arrive by 12:00 pm, you will not be charged for lodging that day. However, you are charged for a full day’s lodging on Sunday since we are open from 3:00 – 6:00 pm. You may pick your pet up on Monday by 12:00 pm at no extra charge. If your pet is in grooming on the day of departure, you will incur the grooming charges for that day, not an additional day of boarding.
Q: Do you charge a cancellation fee?
FAQ: Yes. A cancellation fee of $30 will be charged for failure to check-in on the day of your pet’s scheduled arrival unless a 24-hour notice of cancellation is given.
Q: Do you keep my Credit Card on file?
FAQ: Yes. As part of a customer’s registration process, we collect and retain information on a valid credit card. Your information is secure in our system. The credit card is authorized for use in case of a veterinary emergency. The card is also used if a reservation is made for a holiday period when a $50 deposit is required, or, it is used to charge the $30 fee for failure to provide 24-hour notice of cancellation for a boarding reservation.
Q: What is your vaccination policy?
FAQ: We require that all animals have current vaccinations prior to arriving at our facility. For dogs, we require Distemper, Parvo, and Rabies annually, unless your veterinarian uses a three-year vaccine. Bordatella vaccines, also called kennel cough, need to be updated either annually or bi-annually, dependent on your veterinarian’s recommendation.
Q: Where will my dog stay?
FAQ: Your dog’s comfort and safety is our priority. Our facility has been designed to allow dogs the opportunity to rest and roam at will while providing pets with a private, safe and secure space away from other lodgers. Canine boarders enjoy private indoor suites with attached outdoor verandas. Overhead doors in each suite separate the interior resting space from individual 18’ long outdoor runs.
During the day, the door is left open and the pets have the ability to go in and out as they please. At night, and during extreme weather (hot or cold), we do bring all pets inside. The inside has heating and cooling systems, depending on the season. The veranda runs have a 4’ concrete wall between them, so dogs cannot fence fight or cross contaminate. Freshwater is available at all times and water buckets are disinfected between occupants. All areas of the kennel are disinfected daily, using a high-pressure cleaning system.
Q: Do you have exercise or playtime sessions?
FAQ: We offer a variety of activities for your dog. Please view our activities page for more details. Our most popular is our playtime session, a 15- minute playtime session. You may schedule up to three playtime sessions per day. This allows your pet time to run as well as receive more individual attention. Playtimes are one-on-one with a K9 Activities Counselor and are limited to individuals or dogs from the same family. Since dog manners can change quickly, we prefer to not risk the safety and health of your pet by allowing interaction, so we DO NOT allow pets that are not from the same household to interact.
What kind of food do you feed?
FAQ: Our standard kennel food is NutriSource Lamb & Rice formula, which contains no corn, wheat, soy or by-products. Unlike most boarding facilities, we also offer our customers a choice of any food that we stock in our store at no extra charge. NOTE: We require all dogs be fed at least twice daily.
Q: Can I bring my own food?
FAQ: Yes, you may bring your own food, pre-packaged in individual meals, (at least 2 meals per day) at no charge. We recommend that due to higher energy levels, your package at least 1/4 cup more food than your dog normally eats at home. If you have an especially high-energy dog, you may even consider adding an extra meal.
Q: What if my dog is on medication?
FAQ: There is a $3.50/day charge for oral, topical, eye or ear medications. There is a $5.00/ day charge for insulin injections. Please bring the medication in its original container so that we can refer to it or call the prescribing vet if necessary. Please do not bring your entire supply; enough for your pet’s stay plus one or two extra doses are sufficient.
Q: Do you offer a Military Discount?
FAQ: We offer a Military discount on lodging services to our soldiers with proof of identification. The discount amount is 5% on standard lodging fees. The discount does not apply to medication fees, playtime fees, or other optional services for lodgers.
Q: How soon before I leave should I make my dog’s reservation?
FAQ: It’s never too early to make your reservations. We recommend making your kennel reservations at the same time as you book flights and hotels. Busy travel weekends also mean busy kennel weekends. Generally speaking, a window of 7-10 days is best. However, please note that holiday reservations are full up to a full two months ahead of time.
Q: What if I need to board over a Holiday? (Easter, Memorial Day, Fourth of July, Thanksgiving, Christmas, or New Year)
FAQ: We are generally booked for these holidays at least two months in advance, so please make your reservations early. Holiday terms and conditions:
- Reservations for the winter holidays, specifically Thanksgiving, Christmas, and New Year, require a valid credit card on file and a deposit to hold the reservation. We require a 72-hour notice of cancellation for these holidays. Should you fail to cancel within that time frame, your card may be charged for an amount equal to the entire amount of your reservation.
- For all other holidays, we require a valid credit card on file, in lieu of a deposit. We require a 24-hour notice of cancellation for these holidays. if you fail to cancel within that period of time, your card will be charged for the entire amount of the reservation.
Q: I want to board my dogs together. What if my dogs have a fight while staying at the kennel?
FAQ: Often, dogs from the same family will have minor spats over food or treats. This is normal behavior and not usually a concern, we will note that they are to be fed separately and no rawhide bones are to be given without supervision. Unfortunately, sometimes dogs will get into very aggressive fights. When these fights take place our staff is trained to defuse the situation and separate the dogs. They will remain separate for the duration of the stay to prevent any serious injury. Once a fight occurs at our facility, we will not risk allowing them to stay together in the future. This type of fight is most likely to occur between a young dog and an old dog and is usually to reassert dominance. For their own safety, we will not board dogs together if their ages vary by 10 years or more, or if the older dog is not in good health. Dogs that are known to fight at home will not be allowed to board together.
Q: Can I bring my pet’s bed?
FAQ: We provide a fleece mat for your pet to sleep on. We do not allow your own bedding in order to be compliant with City Ordinance 9-2-2-4, which requires that all bedding be washed every single day. We find that your own bedding may not fit into our washer, or may become damaged or lost. Our fleece mats are double stitched and double-sided, made in the USA from synthetic lamb’s wool. They are very warm and extremely durable.
Q: What about toys and treats?
FAQ: We ask that you limit toys to one toy per pet. We recommend that you do not bring anything that your dog may be able to tear up and digest or anything that you may lament losing. We will label your toy with your last name in order to prevent misplacement. We carry an array of “pet safe” toys in our boutique that you can purchase at check-in. You may also bring enough treats for your pet’s stay with us. We do ask that quantities be appropriate. Please also note that bones and rawhide chews will be disposed of should they pose a danger to your pet by either becoming small enough to lodge in the throat or break into splinters that may be very sharp.
Q: Can a friend or family member pick up or drop off my pet?
FAQ: Yes. However, you will need to provide us with the first and last name and contact information for the person that has permission to pick up your pet. Please note: We require ID from the person authorized to pick up your pet. Should someone come in to pick up your pet, and their name and your authorization are not on file, or they don’t have the proper ID, we will not release your pet. As far as payment is concerned, you may leave a valid credit card on file, you may pay in advance, or the authorized person may on your behalf.
Q: What happens if my dog needs veterinary care?
FAQ: If your pet should require medical attention while in our care, our customary procedure is to contact your veterinarian, depending on the illness and the travel required to access your veterinarian. Should the nature of your pet’s illness require an office visit, we reserve the right to utilize one of our 24-hour on-call veterinarians.