In this article I provide a step-by-step guide for how to re-set your password for the Pets In The City Customer Portal — an important first step for existing customers accessing the portal for the first time.
This guide walks you through how to reset your password for the Pets In The City Customer Portal — whether you've forgotten it or this is your first time accessing the portal as an existing customer.
First time logging in? If you're an existing PITC customer and haven't yet set up portal access, this password reset process is also how you create your first password.
Step 1: Go to the Portal Login Page
Open the Pets In The City Customer Portal and click "Reset Password?" Enter the email address you have on file with us — this is the address you receive our emails from. Then click "Send Reset Link".
Step 2: Check Your Inbox
Check your email for the password reset message. Please allow up to 10 minutes for the email to arrive. Check your spam or junk folder if it doesn't appear in your inbox.
Step 3: Open the Email and Click "Set Password"
Open the reset email and click the "Set Password" button. This will open the password reset page in your browser.
Step 4: Create Your New Password
Enter a new password, confirm it by entering it again, then click "Reset Password". Choose something memorable but secure.
Step 5: Return to the Login Screen
Go back to the main Customer Portal login page.
Step 6: Log In with Your New Password
Enter your email address and the new password you just created, then click "Login". You should now land in the Customer Portal with full access to your account.
Still having trouble? Give your local PITC branch a call and our team will be happy to help you get access sorted.
This article provides a step-by-step guide for signing your dog up for the PITC VIP Club.
The PITC VIP Club is our loyalty subscription for dogs who attend daycare regularly. It rewards commitment with our most affordable daycare rate — and unlocks a range of member-exclusive discounts across all PITC services.
What You Get as a VIP Club Member
- Our most affordable daycare rate — for each committed day per week in your package.
- 10% off all Hotel Reservations for your dog.
- 10% off all Grooming Services — Full Grooms, Maintenance Grooms, and Pamper Baths.
- A discount off the Casual Daycare Rate for any extra days beyond your subscription package that week — see your local location page for current rates.
Note: Discounts only apply while your subscription is active. Our system automatically removes them the moment you cancel.
How to Sign Up
You can subscribe directly through our online customer portal. Follow the steps below, or give your local branch a call and our team can set it up on your behalf.
Step 1: Log into the Customer Portal
Open the Pets In The City Customer Portal and log in to your account.
Step 2: Navigate to Subscriptions
From your dashboard, find the Subscriptions section. This is where you manage your VIP Club membership.
Step 3: Select Your Package
Choose how many days per week you want to bring your dog. The VIP Club rate is applied to every committed day in your package. If your dog comes for an extra day in any given week, that day is charged at your discounted VIP daily rate.
Step 4: Confirm and Subscribe
Review the plan and confirm. Your membership benefits activate immediately.
The Fine Print
We keep it simple — here are the key terms:
- No long-term commitment. Cancel any time by calling or emailing your local PITC branch.
- VIP Club daycare credits are valid only at your home branch.
- Discounts apply only while your subscription is active.
- Daycare credits are valid for seven days from each subscription renewal.
- Bookings must be cancelled by 7:00 pm the day before. Late cancellations or no-shows forfeit a credit.
- Unused credits from cancelled bookings (cancelled before 7 pm) can be reused another day that week, subject to availability.
- Extra days beyond your package are charged at your VIP daily rate.
- Credits are non-transferable and cannot be refunded for cash or exchanged for other services.
- If a subscription charge fails, our system will retry once per day for five days.
Need help? Give us a call and we can set up your subscription over the phone. Our friendly team is always happy to help!
In this article, I provide a step-by-step guide for how to book your dog into the dog hotel through our online portal.
In this guide, I walk you through exactly how to book your dog into the Pets In The City Dog Hotel through our online customer portal — including what to expect at each step and our deposit and check-in policy.
New Customer?
Before you can book a hotel stay, you'll need to complete our online application form. Once submitted, you'll receive an email with instructions on booking your dog's assessment. After the assessment is completed, you can proceed with hotel bookings through the portal.
Existing Customer?
Important: Your dog must have visited the branch (daycare or hotel) at least once in the last three months. If it has been longer than three months since their last visit, a reassessment is required. Call your local branch if you're unsure.
Step 1: Log into the Customer Portal
Open the Pets In The City Customer Portal and log in.
Step 2: Select Your Pet
Select the pet(s) you wish to book into the Hotel and click "Start Booking".
Step 3: Booking Location and Category
- Choose your booking location (your preferred PITC branch).
- Select "Dog Hotel" as the booking category.
- Select the type of apartment you'd like your dog to stay in (Vista, Retreat, or Executive, subject to availability).
Step 4: Select Dates
Select your check-in and check-out dates and times.
- Check-in: 1:00 pm – 5:00 pm
- Check-out: by noon
- Early check-in (before 1 pm): additional fee applies — see your local location page for pricing
- Late check-out (after noon): additional fee applies — see your local location page for pricing
If no dates are available for your requested period, you'll see an availability warning. You have two options:
- Option 1: Dismiss the warning and continue. A team member will add you to our waitlist and contact you if a cancellation becomes available.
- Option 2: Go back and select a different apartment type. If all options are full, contact your local branch — they can add you to the waitlist directly.
Step 5: Services
Add any additional services you'd like for your dog during their stay (grooming, extra walks, etc.), then click "Notes".
Step 6: Booking Notes
Leave any relevant notes for our team — feeding instructions, medications, preferences. Then click "Review".
Step 7: Review and Submit
Review your booking and click "Submit Request". A team member will confirm the booking once all details are verified and an apartment is available.
Peak period deposits: During peak periods (Christmas, school holidays, Easter), a 30% deposit is required to confirm your booking. The booking is only confirmed once the deposit is paid.
Step 8: Pay Deposit (Peak Periods Only)
Click the "Pay Deposit" button and follow the prompts. Please note:
- The deposit is fully refundable up to 14 days before check-in.
- Cancellations within 14 days of check-in: the deposit is held as a credit for a future booking.
If you have any questions, contact your local branch. We're always happy to help!
In this article, I provide a step-by-step guide for how to book your dog into daycare through our online portal.
In this guide, I walk you through exactly how to book your dog into daycare through our online customer portal — including how to set up a recurring standing reservation so your dog's spot is always secured.
New Customer?
Before you can book, you'll need to complete our online application form. Once submitted, you'll receive an email with instructions on booking your dog's assessment. After your dog has completed their assessment at your chosen PITC branch, you can start booking daycare through the portal.
Existing Customer? Follow These Steps
Pro tip: The best way to secure your dog's daycare spot is to make a standing reservation for your preferred days. It's easy — just follow the steps below.
Step 1: Log into the Customer Portal
Open the Pets In The City Customer Portal and log in.
Step 2: Select Your Pet
Select the pet(s) you wish to book into daycare and click "Start Booking".
Step 3: Booking Location and Category
- Choose your booking location (your home branch).
- Select "Daycare" as the booking category.
- Select either Daycare (for stays longer than five hours) or Half Day.
Step 4: Select Dates
Select dates and times for drop-off and pick-up. Don't worry too much about the exact times — these are a general indication only. You're welcome to drop off and pick up your dog any time during the day.
To Make a Standing Reservation
- Click "Add More Dates".
- Make sure the Recurring Dates tab is selected.
- Select the days of the week you wish to bring your dog.
- Enter a weekly frequency.
- Select an end date for the recurring schedule.
- Click "Available Dates" to confirm.
If your standing reservation falls on dates we're not open, or your branch is at capacity, you'll see a warning. Click "Dismiss", then "Add Dates" to continue, or contact your local branch for availability advice.
Step 5: Services
Add any additional services you'd like for your dog during their daycare stay, then click "Notes".
Step 6: Booking Notes
Leave any notes for our team — allergies, medications, special instructions. Then click "Review".
Step 7: Review and Submit
Review your booking details and click "Submit Request". A team member will review the request and — provided your dog's vaccinations are up to date and we have availability — will approve it. You can check the status of your request at any time from the bookings page in the portal.
If you have any questions, contact your local branch. We're always happy to help!