How to Book your dog into the Hotel

In this article, I provide a step-by-step guide for how to book your dog into the dog hotel through our online portal.

New Customer?

First, you need to complete our online application form at the following link:

After you submit the form, you will receive an email with instructions on how to book your dog's assessment.

Once your dog has completed an Assessment with the relevant PITC Branch, you can book your dog into the Dog Hotel through our online portal by following the steps below.

Existing Customer?

Please note it is a Pets in the City requirement that your dog must have visited (either used daycare or stayed in the Hotel) the Branch they intend to stay at least once in the last three months. If it is more than three months between visits, we are required to reassess your fur baby. If you are unsure whether or not an Assessment is needed, please ring your local Branch for advice.

This video provides a brief overview of how to book your dog into the Hotel through our online portal, or you can follow the instructions below.

Step 1: Log into the customer portal

• Open the customer portal via the following link: Pets in the City Customer Portal.

Step 2: select pets

• Select the pet(s) you wish to book into the Hotel and click "Start Booking.

Step 3: Booking location and category

• Choose the booking location.
• Select "Dog Hotel" as the booking Category.
• Select the type of Apartment you wish your dog to stay in. 

Step 4: Dates

• Select dates and times for drop off and pick up.

Check-in is from 1 pm to 5 pm, and check-out is at noon. Early check-ins and late check-outs are available and welcomed but will incur an additional fee. Check-ins before 1 pm will incur an early check-in fee of $25, and check-outs after noon will incur a late check-out fee of $25.

If there are no dates available for your requested visit, you will get a pop-up like the one below:

If this is the case, you have two options:

Option 1: Dismiss the warning, and continue with the reservation. If you continue with the reservation, a team member will add you to our waitlist, and we will contact you if we have a cancellation over your selected period. 

Option 2: Go back to Booking Location and Category and select a different apartment type. If the other options are unavailable, don't hesitate to contact your local branch; they can add you to our waitlist over the phone or advise on which accommodation options are available. 

• Click "Services"

Step 5: Services

• Add any additional services you wish your dog to receive while staying with us. At the time of publishing this article, there are no available ad-ons for hotel reservations, but we will be loading additional services soon.
• Click "Notes" to continue to the next section.

Step 6: Booking Notes

• This is where you can leave us any notes about anything else you want us to know.
• On completion of adding any notes click "review".

Step 7: Review

• Review your booking and click "Submit Request" once you are happy.
• Note. During our peak periods, we require a 30 percent deposit for bookings. 

A staff member will review the request, and as long as we have all the information we require and an Apartment is still available will approve it. You can check the status of your requests at any time from the booking and deposits page of the portal. 

STEP 8: Pay Deposit (only required during peak periods)

• Click the "Pay Deposit" button, and follow the instructions.

Please note that the booking is only confirmed once you have paid the appropriate deposit. This deposit is refundable up to 14 days before the check-in date. If cancellation is within 14 days of check-in,  we hold the deposit as a credit for a future booking. 

If you have any questions, do not hesitate to contact your local branch.