Policies and Information
These policies form part of the booking agreement between The Wimborne Wag Hotel and our customers. By making a booking, owners confirm that they have read and accepted the policies applicable to their dog's stay.
Privacy Policy
Privacy Policy At The Wimborne Wag Hotel, we are committed to protecting your privacy and handling your personal information responsibly and securely. Information We Collect: We may collect personal information including: •Name, address, telephone number and email address. •Emergency contact details. •Dog information, including age, breed, medical history, medication requirements, behavioural information and veterinary details. •Information provided through enquiry forms, booking forms, Meet & Greets and correspondence. How We Use Your Information: We use your information to: •Respond to enquiries. •Arrange and manage bookings. •Provide safe and appropriate care for your dog. •Contact you regarding your booking or in the event of an emergency. •Meet our legal, insurance and licensing obligations as a licensed home boarding provider. Sharing Information: We will never sell, rent or share your personal information with third parties for marketing purposes. Information may be shared where necessary: •To protect the health, safety or welfare of your dog. •With veterinary professionals in an emergency. •Where required by law, regulatory authorities or our insurers. Data Storage and Security: We take reasonable steps to keep personal information secure and confidential. Information is stored securely and accessed only when necessary for the operation of our business, the welfare of your dog and compliance with legal and licensing requirements. Retention of Information: We retain customer and dog records only for as long as reasonably necessary to operate our business, meet licensing requirements, comply with legal obligations and protect our legitimate business interests. Certain records, including booking, welfare, incident and financial records, may be retained for up to six years where required for legal, regulatory, insurance or business purposes. Your Rights: You have the right to request access to the personal information we hold about you and to request correction of any inaccurate information. If you have any questions regarding your personal information, please contact us using the details provided on our Contact page.
Behaviour & Suitability Policy
Behaviour & Suitability Policy At The Wimborne Wag Hotel, the safety, welfare and happiness of all dogs in our care is our highest priority. As a home boarding environment, it is important that every dog can settle comfortably within our household and be safely managed alongside our family, resident dogs and any guest dogs from the same household. Suitability Assessment: All dogs are required to attend a Meet & Greet before their first boarding or day care booking. Assessment is based on the information provided by the owner, observations made during the Meet & Greet process and, where appropriate, any subsequent trial stay. We consider factors including: •Temperament and behaviour. •Comfort around people and other dogs. •Ability to settle in a home environment. •Exercise and enrichment needs. •Medical and welfare requirements. •Any history of aggression, anxiety or behavioural concerns. Owners are expected to provide accurate and honest information regarding their dog's behaviour, health and history. Behaviour Expectations: Dogs attending The Wimborne Wag Hotel should be able to: •Be safely handled by adults. •Tolerate normal household activity and routines. •Be comfortable spending time indoors and outdoors. •Be free from behaviours that present an unacceptable risk to themselves, other animals or people. We understand that every dog is an individual and do not expect perfect behaviour. We will always take age, breed, background and previous experiences into consideration when assessing suitability. Behavioural Concerns: Dogs with a history of aggression, significant anxiety or other behavioural concerns will be assessed on a case-by-case basis. We recognise that some dogs may require additional support, management or reassurance and will always consider individual circumstances wherever possible. However, we reserve the right to decline, cancel or discontinue a booking where we believe we cannot safely meet a dog's welfare needs or where their behaviour may present a risk to themselves, other animals, our family or members of the public. Separation Anxiety and Distress: As a family home, we must consider the welfare of the individual dog as well as the wellbeing of our household and neighbours. Where a dog experiences significant distress, severe separation anxiety or is unable to settle despite reasonable support and management, we may determine that our environment is not suitable for their needs. Ongoing Assessment: Suitability is assessed on an ongoing basis. A successful Meet & Greet or previous stay does not automatically guarantee acceptance of future bookings if a dog's behaviour, health or welfare needs change significantly. Our Commitment: Our aim is never to exclude dogs unnecessarily. We are committed to treating every dog as an individual and will always endeavour to understand their needs and provide a safe, supportive and enriching environment. The welfare of all dogs in our care remains our primary consideration, and we reserve the right to make decisions that we believe are in the best interests of the individual dog, other dogs in our care and the safety of those around them.
Cancellation Policy
Cancellation Policy At The Wimborne Wag Hotel, we welcome only one household at a time. Once a booking is confirmed, our home and services are reserved exclusively for your dog(s). We therefore ask that any cancellations are made as soon as possible. Payment: Full payment is required at the time of booking to secure your dates. Where a refund is due under this policy, it will be processed promptly using the original payment method wherever possible. Overnight Boarding: •More than 14 days before the booking start date: Full refund. •Between 7 and 14 days before the booking start date: 50% of the booking fee will be refunded. •Less than 7 days before the booking start date: No refund will be available and the full booking fee remains payable. Weekend Day Boarding: •More than 72 hours before the booking date: Full refund. •Less than 72 hours before the booking date: 50% of the booking fee will be refunded. •Less than 24 hours before the booking date, or failure to attend without notice: No refund will be available and the full fee remains payable. Bank Holidays and Peak Dates: A 50% non-refundable deposit is required at the time of booking. Where a booking is cancelled within 14 days of the arrival date, the full booking fee remains payable. Early Returns: If an owner chooses to collect their dog earlier than the agreed booking end date, no refund or reduction of fees will be provided for any unused portion of the stay. Late Collections: A 30-minute grace period is permitted for all collections. After this time, a late collection fee of £5 per hour or part hour may be charged. Owners are asked to notify us as soon as possible if they expect to be delayed so that suitable arrangements can be made for their dog's continued care and supervision. Exceptional Circumstances: We understand that unexpected situations can arise. Genuine emergencies, serious illness, veterinary emergencies or other exceptional circumstances will always be considered on a case-by-case basis at our discretion. Our aim is always to be fair, compassionate and reasonable whilst protecting the availability of bookings reserved exclusively for our guests.
Complaints Policy
Complaints Policy At The Wimborne Wag Hotel, we are committed to providing a professional, caring and reliable service. We value feedback and take any concerns seriously. Raising a Concern: If you are unhappy with any aspect of our service, please contact us as soon as possible so that we can understand the issue and work towards a resolution. Complaints may be made by email, telephone or in writing. Our Response: We will: •Acknowledge your complaint as soon as reasonably practicable. •Investigate the matter fairly and objectively. •Aim to provide a response within 14 days. •Keep you informed if further investigation is required. Our Commitment: We treat all complaints seriously, fairly and confidentially. Feedback helps us continually improve our services and maintain high standards of care for both dogs and their owners. Our aim is always to resolve concerns promptly, professionally and fairly.
Meet & Greet Policy
Meet & Greet Policy At The Wimborne Wag Hotel, all new dogs are required to attend a Meet & Greet before their first boarding or day care booking. The Meet & Greet allows us to get to know you and your dog, discuss their individual needs and routines, and ensure that our home environment is suitable for them. It also provides an opportunity for owners to view our facilities, ask questions and meet our family and resident dogs where appropriate. What to Expect: Meet & Greets are typically arranged by appointment and last approximately one hour. During the visit we will: •Discuss your dog's routine, behaviour, health and dietary requirements. •Review any medication, exercise or special care needs. •Assess how your dog responds to the home environment. •Discuss sleeping arrangements, walks, enrichment and daily care. •Answer any questions you may have about your dog's stay. Suitability Assessment: The welfare and safety of all dogs in our care is our highest priority. As part of the Meet & Greet process, we assess whether we can safely and appropriately meet your dog's needs within our home environment. Factors considered may include: •Temperament and behaviour. •Comfort around people and other dogs. •Medical or welfare requirements. •Ability to settle in a home environment. •Compatibility with our household and resident dogs. Trial Stays: For some dogs, particularly those booking longer stays, we may recommend a trial stay before confirming future bookings. Trial stays help ensure that your dog is comfortable, settled and happy within our home environment. Acceptance of Bookings: Attendance at a Meet & Greet does not guarantee acceptance of a booking. The Wimborne Wag Hotel reserves the right to decline or discontinue bookings where we feel we cannot safely meet a dog's welfare needs or where a dog's behaviour may pose a risk to themselves, other animals or people. Our Commitment: Our Meet & Greet process is designed to ensure that every dog entrusted to our care can enjoy a safe, comfortable and positive experience, while giving owners confidence and peace of mind before their dog's stay.
Vaccination Policy
Vaccination & Preventative Healthcare Policy At The Wimborne Wag Hotel, the health and wellbeing of all dogs in our care is our highest priority. To help protect every guest, the following vaccination and preventative healthcare requirements apply to all boarding and day care bookings. Vaccinations: All dogs must be fully vaccinated in accordance with their veterinary surgeon's recommendations. Owners may be asked to provide evidence of their dog's current vaccination status prior to boarding or day care. Dogs must have completed any required vaccination course and any necessary waiting period before attending their stay. Kennel Cough: Although Kennel Cough vaccination is not mandatory, it is strongly recommended. Owners who choose not to vaccinate against Kennel Cough do so at their own discretion and acknowledge that, whilst every effort is made to maintain a healthy environment, no boarding environment can be guaranteed completely free from infectious illnesses. Flea, Tick and Worm Treatment: All dogs must be kept up to date with appropriate flea, tick and worm preventative treatments. If a dog is found to have fleas or another parasitic infestation during their stay, treatment may be sought where necessary and any associated costs may be charged to the owner. Illness Prior to Boarding: Owners must inform us immediately if their dog develops any contagious illness, sickness, diarrhoea, coughing or other signs of ill health before their booking. For the protection of all dogs in our care, we reserve the right to refuse admission to any dog showing signs of illness. Illness During Boarding: Should a dog become unwell during their stay, we will contact the owner or emergency contact as soon as reasonably possible and seek veterinary advice or treatment where necessary. Any veterinary fees incurred remain the responsibility of the owner. Owner Declaration: By making a booking, owners confirm that: ☐ Their dog is fully vaccinated and in good health. ☐ Their dog is up to date with flea, tick and worm preventative treatment. ☐ They will notify The Wimborne Wag Hotel of any illness, injury or infectious condition prior to their booking. ☐ They understand that admission may be refused if their dog presents a risk to the health or welfare of other dogs in our care.
Emergency Veterinary Treatment Policy
Emergency Veterinary Treatment Policy At The Wimborne Wag Hotel, the health, safety and welfare of all dogs in our care is our highest priority. Whilst every effort is made to provide a safe and secure environment, illness, injury or medical emergencies can occasionally occur. This policy explains how veterinary treatment will be managed should your dog require medical attention during their stay. Veterinary Support: The Wimborne Wag Hotel has an established veterinary support arrangement with: Lynwood Veterinary Group Station Road Wimborne Dorset BH21 1RQ 📞 01202 882101 Lynwood Veterinary Group is our nominated veterinary practice and provides routine and emergency veterinary support for dogs boarding at The Wimborne Wag Hotel. Out-of-hours emergency care is provided on the same site through Vets Now, ensuring 24-hour access to veterinary treatment when required. Emergency Treatment: If your dog becomes ill, injured or requires urgent veterinary attention during their stay, we will: •Take immediate action to safeguard your dog's welfare. •Contact you using the details provided on your booking forms. •Contact your nominated emergency contact if we are unable to reach you. •Seek veterinary advice and treatment without delay where we believe it is in your dog's best interests. Where immediate treatment is required to protect your dog's health, welfare or life, treatment may be authorised before contact with the owner has been established. Veterinary Costs: Owners remain responsible for all veterinary fees, medication costs and associated expenses incurred during their dog's stay. Where possible, veterinary treatment will be discussed with the owner before costs are incurred. However, in an emergency, the welfare of the dog will always take priority. Existing Medical Conditions: Owners must provide full and accurate information regarding any known medical conditions, medications, allergies, injuries or ongoing treatment before boarding. Failure to disclose relevant medical information may affect our ability to provide appropriate care. Owner Consent: By making a booking with The Wimborne Wag Hotel, owners authorise us to seek veterinary advice and treatment on their behalf should we believe it necessary to protect their dog's health, safety or welfare. Our Commitment: We are committed to acting promptly, responsibly and compassionately should a veterinary issue arise during your dog's stay. Our priority will always be the welfare and wellbeing of your dog, and we will keep owners informed throughout the process wherever reasonably possible.