Policies


Mission

Our mission is to provide quality luxury suite boarding, multiple pet services, and customer convenience, all at one location. We will ensure our customers, both pet and owner, will receive excellent service in a playful, pet friendly, and safe environment.

Hours of Operation

BOARDING DROP OFF & PICK UP
DROP OFF Monday-Friday: 12:00pm - 6:00pm*
Saturday: 4:00pm - 6:00pm*
Sunday: 4:00pm - 6:00pm*
*$15 early drop off fee for dropping off before 12:00pm
PICK UP Monday-Friday: 6:30am - 12:00pm*
Saturday: 9:00am - 12:00pm*
Sunday: 11:00am - 12:00pm*
*$15 late pick up fee for picking up after 12:00pm
DAYCARE HOURS
Monday-Friday: 6:30 AM - 6:00 PM
GROOMING HOURS
Monday-Friday: Please call the office at 717-397-0726
to schedule a grooming appointment for your dog
Closed on all major holidays. We do not accept arrivals or departures on Holidays as Pet care is our priority.


Fee Policy
All fees are due at time of pick-up. Cash, checks, and major credit cards (Visa, Master Card, and Discover) are accepted. A $25.00 service charge will be applied for all returned checks.

Boarding Reservations/ Cancellations
As a courtesy, our office will attempt to contact you for confirmation prior to your reservation. However, we do ask owners to assume responsibility for their pet's reservation. If your schedule changes and necessitates rescheduling a reservation, we ask that you kindly give us at least 3 days notice. Failure to give 3 days notice will result in a "cancellation charge" equal to our required 3 night minimum rate.

Grooming Cancellations
If your schedule changes and necessitates rescheduling a grooming visit, we ask that you kindly give us at least 24 hours notice. Failure to give 24 hours notice will result in a $20 "cancellation charge."

Three Night Minimum
We require a three night minimum boarding stay during "peak" season (Memorial Day to Labor Day) and on all major holidays. If you need to board your pet less than three nights during our "off peak" season, we will be glad to accommodate you based on availability.

Daycare Drop-Offs and Pick-Ups
All Daycare visits must be scheduled at least 24 hours in advance. We reserve the right to decline Daycare service to your dog if you arrive and are not on the schedule. Drop-offs and pick-ups for day-campers can be made Monday - Friday 6:30 AM - 6:00 PM. No weekend daycare. A late fee of $10 per 15 minutes will be charged for any daycare dog pick-up after 6:00 PM.

Selection of Dogs
Prior to any boarding and daycare service all dogs must be evaluated and selected through a scheduled interview process, which includes a guided tour, phone policy review & question/answer time, and full Observation Day (daycare fees apply). Dogs will be selected based on temperament and behavior in relation to other dogs as well as humans. An application fee of $40 for the first dog and $20 for each additional dog will be collected at time of the evaluation (pass or fail). We take great pride in selecting dogs that are safe and adapt well to our environment here at Oscar's Pet Resort; therefore, if your dog does not pass the evaluation, the staff will provide you with appropriate recommendations to meet overnight care, day time care, and/or exercise needs. A "Zero Tolerance" rule regarding aggression is enforced at our facility to maintain a safe environment for other dogs as well as pet handlers. Any aggression toward other dogs and/or pet handlers will not be tolerated. If a dog displays aggression towards another dog the dog is removed from the off leash play group environment. It is Oscar's Pet Resort's right to determine if the dog is off-leash playgroup appropriate and will notify the Owner if the dog is to be placed on a private exercise program at Oscar's Pet Resort or removed from any care offered through Oscar's Pet Resort. Preventing any aggressive incident (towards staff or other dogs) is our number one goal. If a dog displays aggression towards staff resulting in any injury the parent will be notified and the dog will be handled by qualified senior staff until the dog can be returned to the Owner. A special handling fee of $5 will be applied daily to any overnight dog displaying human aggression and the dog will not be permitted to return to Oscar’s Pet Resort for further overnight care.

Behavioral Management
All dogs are encouraged to display good behavior while at Oscar's Pet Resort. This is critical in order to maintain safe off-leash play groups, for the safety of our staff, and to minimize stress on other dogs. Dogs that display poor manners (jumping, door bolting, bossiness, inappropriate play, etc.) may be corrected in the following ways: distraction, squirt of water from spray bottle, use of calming band or gentle leader, use of a slip lead to have a timeout with a staff, timeout in a holding area, or removal from playgroup. We require all dogs display good recall, good impulse control, and good bite inhibition to be involved in off leash play. The Owner will be notified and a plan of action will be implemented if we observe a dog displaying poor obedience, poor impulse control, over arousal, and/or poor bite inhibition (age and history taken into consideration). Dogs that do not obey the staff and/or dogs that do not have good bite control, will be removed from playgroup at Oscar's Pet Resort staff discretion and be provided a private exercise program of (3) 15 minute sessions. Dogs that chronically bark will be encouraged to be quiet by occluding their vision from other dogs, offering them a chew toy, offering a holistic calming tablet, rewarding them with a treat or attention when quiet, placing a head halter/calming band to promote pressure to calming pressure points on the nose, and/or providing an Anti-Bark Citronella collar (emits a harmless, no side effect, unpleasant odor of citronella). Minimizing pet stress is always our goal. Do not be upset if your dog cannot be involved in group dog play. Not all dogs enjoy group dog play and we will provide you feedback as to what activities best fit your dog. Your dog’s emotional and physical well-being is of utmost importance to us!

Any dog displaying aggressive language (growling, snapping, showing teeth, lunging, and threatening bark) at other dogs and/or staff through any enclosure will be placed on a “Special handling” program (additional fees apply) and will be cared for in a special “housing” area and handled by qualified staff who are trained in minimizing and handling dog reactive behaviors. Any dog using their mouth inappropriately on staff in an aggressive or over-aroused manner resulting in skin abrasions or bruising will be placed on a “Special handling” program (additional fees apply) and will be handled by qualified staff who are trained in minimizing and handling dogs with decreased mouth and emotional control. High arousal to the environment can lead a dog to use their mouth in aggression which may lead to the dog needing to be handled by staff with specialized training. The qualified staff will use methods to minimize environment over-arousal in attempts to minimize aggression. If in the event the Daily Operations Supervisor evaluates all modifications to the dog’s environment and special handling techniques are unable to meet the dog’s needs and aggressive displays continue, Oscar’s Pet Resort will provide the dog specialized Daycare services off the premises and/or recommend an in-home Dog Walking/Sitting service.

Supervision
All pets are cared for by qualified Pet Care Technicians. All Technicians have completed a Pet Care certification through The Dog Gurus to have a thorough understanding of dog body language and safe handling of dogs in off-leash play. Dogs are supervised in off-leash play by a staff ratio of approximately 1 Pet Care Technician per 15 dogs. The Pet Care Technician's level of experience and temperament of the dogs participating in a given play group are factors used in determining staff/dog ratios. During off-leash play dogs are supervised at all times. The staff work diligently to be proactive in managing the dog’s play and social behaviors while caring for the dog’s water, potty, and daily needs. In the event an aggressive incident occurs between two dogs, a pet handler is always present to intervene and lessen the injury. All pets will be supervised by staff in adjacent housing overnight. Oscar’s Pet Resort is equipped with a smoke alarm system that will notify on-site staff and our local fire station of any smoke/fire. In addition, a fire escape/evacuation plan is in place.

Play Injuries
Dogs are involved in play throughout their stay at Oscar's Pet Resort. Play involves tug, fetch, agility, and/or obedience games with staff. Dog play interaction in play group involves wrestling, chasing, and mouth play. Play can result in minor skin lesions, bumps/bruises or possible injury to joints, ligaments, or tendons. Owners will be notified upon pick-up of any play injuries. All serious injuries will be addressed immediately with medical care as indicated. Playing on any solid surface can result in abrasions to the dogs' pads and owners must be aware this cannot be prevented if their dog is to be involved in play at Oscar's Pet Resort. If your pet sustains an injury during their stay that we are unaware of, you MUST notify us within 24 hours and provide a visual to the Daily Operations Supervisor of the injury (either bring pet in or submit a clear photo/video). If your dog is involved in an aggressive incident which results in a puncture injury, you will be notified immediately and appropriate medical care will be provided. If a puncture injury requires sutures, you will be notified immediately to allow adequate time to schedule a vet visit. Oscar’s Pet Resort is not responsible for veterinary costs for play or aggressive injuries that occur while attending Oscar’s Pet Resort, provided that reasonable care, precautions, and instructions are followed (see Behavioral Management). Owners with dogs that play rough will be notified so parents are aware of the risks of rough play. Owners with dogs that demonstrate any aggressive displays will be notified and removed from dog-to-dog interaction and provided a private exercise program with the staff three (3) times a day for 15 minute sessions. Owners with dogs that demonstrate any aggression towards staff will be notified and the dog will be handled by special trained staff (see Behavioral Management).

Vaccinations
All vaccinations must be current. Oscar's Pet Resort requires written proof of vaccinations prior to your canine/feline's visit. It is required by law to have a current rabies vaccination certificate on file for each pet. Required canine yearly vaccinations include DHPP, Rabies, and Bordetella. Due to the nature of Bordetella and Canine Influenza vaccines not being able to be 100% effective in the prevention of the disease, please discuss your pet's Bordetella & Canine Influenza vaccination schedule with your vet. Recommended vaccinations include Leptospirosis and the Canine Influenza Vaccination.

Required feline yearly vaccinations include Rabies and Feline Distemper. Recommended feline vaccinations include Feline Leukemia Infectious.

As a courtesy, our office will attempt to contact you if it has come to our attention that your pet's vaccinations are about to or have expired prior to a scheduled visit to Oscar's. However, it is ultimately your responsibility to keep all vaccinations current on your pet. Failure to maintain current vaccinations upon time of visit will result in cancellation of your reservation.

Neuter/Spay
All dogs attending Oscar's Pet Resort that are older than 6 months must be neutered or spayed (for Boarding and Daycare services only).

Health Maintenance
Your pet is under constant supervision by experienced personnel. If a medical issue arises while your dog/cat is in our care, we will take the following steps:
  1. We will contact the owner immediately.
  2. In the event a visit to your Veterinarian is indicated, our staff will be glad to schedule an appointment with your Vet. We will contact your emergency contact to transport your pet. If in the event your emergency contact is unable to transport your pet, our staff will be happy to transport him/her for a $30 transport fee.
  3. Our staff will ensure your Veterinarian has your contact information to discuss with you the care and treatment of your pet. Once your pet has been returned to the Resort, a staff member will contact you to follow up.
  4. In the event your Vet office is closed you will be notified. If your pet's condition is an "emergency" our staff would transport your pet to PETS Emergency in Lancaster for treatment.

All incurred vet fees are the responsibility of the owner, including a minimum charge of $30 for transportation if a visit to the vet clinic is required by Resort staff. All Veterinarian bills are the responsibility of the pet owner. Your Vet will likely put the bill on your account for you to pay upon your return. PETS Emergency requires payment before any treatment so a credit card payment will be required.

If a pet becomes ill while staying at Oscar’s Pet Resort, the Owner will be notified and provided with a plan of care and/or if a health Vet checkup is indicated. Any dog displaying ill symptoms will be withheld from any dog-to-dog interaction in the event the illness maybe contagious.

Please keep in mind we cannot prevent all dog/cat communicable illness. Due to dogs being in close proximity such illness may include, but not be limited to: upper respiratory illness (doggie cold or flu) and intestinal parasites/virus/bacteria resulting in vomiting or diarrhea. PLEASE notify us if you have a dog with a suppressed immune system. It is also the Owner's duty to report any signs of change in their dog's health (i.e. sneezing, coughing, diarrhea, eye discharge, stomach upset, lethargy, etc.) immediately and KEEP their dog home. Daily the staff observe for any signs of illness and the Owner will be notified to take their pet home if any contagious symptoms are observed (i.e. coughing, diarrhea, vomiting, lethargy, fever). We do not cover any veterinary expenses for any contagious illness that is beyond our control of environmental and health procedures. We request all customers be diligent to provide us honest feedback to their pet’s health upon entry into Oscar’s Pet Resort.

If a pet becomes ill after leaving Oscar’s Pet Resort, we request the Owner notify the Daily Operations Supervisor so we can carefully monitor the illness to assess if it is contagious, as well as place contagious illness information on www.oscarspetresort.com “Health Update”. In addition, Owner’s will receive the Health Update link when they receive any email confirmation reminder. It is the Owner’s responsibility to view the online “Health Update” to be aware of any illness we may be experiencing in the general pet population. It is the Owner’s responsibility to keep the pet home and not bring the pet in for any services at Oscar’s Pet Resort if the pet is experiencing any contagious symptoms of coughing, nasal discharge, eye discharge, vomiting, and/or diarrhea.

Upset stomach and diarrhea management:
If our staff observe your dog is suffering from upset stomach or diarrhea and he/she is otherwise acting normal, then the first thing we will do is hold him/her off food for 12 hours. This allows everything to clear out of the intestinal tract and allows the intestines to rest. When withholding food, remember that this includes treats, bones, or anything else that’s edible! It is very important to encourage hydration and promote fluids. Our Staff will contact you to inform you of any stomach upset or diarrhea symptoms. Secondly, one of the most important things our staff can to do in the case of gastrointestinal upset is to simplify the diet and increase hydration. After we have withheld food and encouraged hydration, we will start back simple with a bland, easily digestible diet, such as Dave’s canned formula of plain cooked Chicken & Rice in conjunction with Pedialyte. Once the stools have returned back to normal, we will then slowly transition back to your pet’s normal diet. In the event we need to feed your dog Dave’s Canned Formula and Pedialyte to treat Stomach Upset & Diarrhea, there will be a $3/can charge. We will continue to monitor your dog for any fever, lethargy, and abnormal stool (i.e. mucus, blood). If you are aware your dog has chronic issues of gastrointestinal upset and you want to avoid any special diet fees, please pack a canned chicken & rice bland diet or provide cooked chicken and rice formula. In the event the upset stomach or diarrhea persists for more than 48 hours or we observe fever, lethargy or abnormal stool, we will contact you and recommend a Veterinarian assess and treat your pet. In the event of continued diarrhea or abnormal stool, underlying problems can range from simple food intolerance or intestinal parasites to more complicated diseases, such as inflammatory bowel disease; thyroid, liver, or pancreatic disease; or cancer.

Fleas and Ticks
All dogs and cats receiving any services at Oscar’s Pet Resort must be on a veterinarian approved flea control program. Flea collars are not an acceptable form of flea control. If fleas or ticks are found on a pet, treatment will be provided at the owner's expense. The owner will be notified prior to a flea bath.

Personal Belongings
Feeding dishes, water bowls, and bedding are provided by Oscar's Pet Resort. If you do bring your canine/feline's personal belongings to Oscar's Pet Resort, please limit toys and bedding. Please do not bring toys your dog may ingest (i.e. stuffed toys for dog to "de-stuff", rope toys) and please be careful of chew treats that your dog may ingest, due to the potential for colon blockage.

Food and Medication
Snacks are provided for all dogs/cats at Oscar's Pet Resort. While we will be happy to provide our "house" food to your pet, sudden food changes can result in stomach upset so please bring food for your pet. If your pet is staying overnight, bring premeasured food in sealed containers with lids or in plastic sealable bags (i.e. If your dog needs 1 cup AM and PM, you will pre-measure (2) 1 cup meals for each day). With medication and food, please bring enough for your pet's stay plus a few days extra in case of an emergency or for an extended stay. A feeding fee will be applied if your pet does not have food and needs to use our "house" brand. Medication MUST be in a medication bottle with the medication name, pet name, dosage, and frequency of medication clearly marked. Staff will monitor food intake and medication distribution daily on written check lists.

If your dog/cat has not eaten within 24-48 hours of arrival, we will provide canned "house" food (at owner's expense) to stimulate appetite. This is of special concern for those dogs that are diabetic and/or on medications.

Special Needs/Requests
Special circumstances regarding health and medication issues will be discussed and priced accordingly at time of application and interview process. Our goal is to have all inclusive pricing.

If you request daily brushing for proper maintenance of long coated dogs/cats, a $5.00 daily brushing fee will be applied. Please remember dogs who play very actively in play group and who use water pools may quickly develop mats. Please let us know upon check-in if you desire brushing service for your dog.

Please note that due to outside play, it is very difficult to keep "hard playing" dogs clean. Our staff will wipe down and "spot" clean dogs before pick-up, but we cannot guarantee a perfectly clean dog after a day of play. Please feel free to utilize our professional grooming services as needed.

Health and Behavior of Grooming Pets
When scheduling a grooming visit to Oscar’s Pet Resort, pet owners are asked to disclose all issues their pet may have or has had in the past when going to the vet or while being groomed (i.e. aggressive tendencies, likes/dislikes and any health conditions). This policy is to ensure the health and safety of both pet and Groomer. You will be informed upon pick up if your pet had any issues or problems with any part of the grooming process.

Disclosing that a pet may have aggressive tendencies does not automatically result in refusal to groom. This allows the Groomer to be mindful of the pet’s behavior while being groomed so the groomer can avoid being bitten and can avoid injury to the pet if the pet were to move suddenly during the grooming session.

Refusal of Grooming Services
Oscar's Pet Resort reserves the right to refuse service to overly aggressive pets, severely matted pets, or pets with health issues that may require a visit to the veterinarian. Any issues (health or behavior) not disclosed to the Groomer by the Owner or unknown by the Owner, may result in the immediate termination of the grooming session at the Owner's expense.

All pets scheduled for grooming services at Oscar’s Pet Resort must be current on DHLPP, Rabies and Bordetella vaccinations. Written proof of current vaccinations is required prior to any grooming visit. If your pet does not have its Rabies vaccination, the Groomer will not groom your pet. This policy is to ensure the health and safety of both pet and Groomer and is required by PA State law.

Grooming Injuries
Oscar’s Pet Resort is committed to providing the utmost care while grooming your pet. However, it is possible for pets to receive minor injuries as a result of being groomed (i.e. razor burn, minor cuts or scratches due to sudden movement, etc.). If your pet sustains an injury during their grooming visit that we are unaware of, you MUST notify us within 24 to 48 hours.

Grooming Matted Pets
Our Groomer will provide a maximum of 10 minutes of de-matting time if needed and IF YOUR PET IS HIGHLY TOLERANT TO IT. Additional charges will apply if more time is needed. We will do our best to notify you of any special de-matting needs prior to service. Please keep in mind de-matting a pet is very painful and can ruin the coat. The safest alternative is to strip the pet and start the coat over. Our Groomer will be happy to demonstrate effective brushing techniques for mat prevention. Brushes and combs are available for purchase.

Oscar's Pet Resort is not responsible for any preexisting skin condition discovered by our Groomer while your pet is being groomed or de-matted. A veterinarian consultation will be recommended to deal with any condition at the Owner's expense. Our Groomer does not diagnose medical conditions nor prescribe medications.

Clipper Alopecia
Clipper alopecia occurs when a dog with a double coat gets shaved. Some breeds that have double coats are Pomeranians, Huskies, Border collies, Australian shepherds, Chow chows etc. When a dog with a double coat gets shaved the result may be permanent patches of hair loss. Sometimes hair grows back but it will be short and fuzzy. Please talk to the groomer before deciding to shave your dog. She can explain the risks involved.

Abandonment
If a pet is not picked up by the scheduled departure date for any service that Oscar’s Pet Resort provides, we will attempt to contact the owner immediately. A pet will be considered abandoned after ten days if all attempts to reach owner and family (including phone, mail, and certified letter) are unsuccessful (according to PA State Law). An abandoned pet will become the property of Oscar's Pet Resort and will be re-homed as we see fit.

Sanitation
All pet areas are continuously cleaned and disinfected daily. The interior is designed for easy sanitation and cleaning. We use Germicide disinfectant cleaner for walls and flooring. All containers with sanitation products are kept in closed containers to ensure your pet will not come into contact or ingest any cleaning products.

The owners and staff thank you for choosing Oscar's Pet Resort of Greenfield. We look forward to providing a safe and fun experience for your best friend while you are at work or on vacation. Consider Oscar's Pet Resort of Greenfield your pet's home away from home!

Revised May 2017