Dog Hotel and Doggy Daycare FAQs

Is my dog aggressive dog welcome at Vienna's Village?

NO, we have a strict policy on dog aggressive dogs, and no, we will not keep them closed off or separated from other guests. Our company policy is passionately veered against running Vienna’s Village like a prison. Mistakes happen very easily where gates get left open and dogs dart out quickly. We would rather run with lower risk and be preventative, than deal with tragic and devastating results. Our social hotel guests and calm, innocuous environment are our highest priority – safety & happiness first!

When can we view the hotel, should we make an appointment?

Yes, an appointment is required. Call a day in advance at least, so that time can be spent to show you around and field your questions. Also, bring your babies with so that we can assess their size, personalities, and needs.

You can then come view our beautiful hotel during our business hours, which are Monday to Friday, 08h00 – 17h00, and Saturdays and Public Holidays, 08h00 -13h00.

Does my dog need a collar?

Not necessarily – however sometimes little doggies try get out of their private gardens in a hurry, & we have found it is way easier catching them with collars on than without. Simple. It makes all our lives easier! :-) It also helps us keep your ‘kids’ safe and secure, and away from potential harm, quickly and efficiently.

Do I need to be on time to collect my dog & respect the times for collection & booking in?

This is a boutique hotel for dogs, & it is run as such, we need to be respectful of whoever may or may not be booked into the rooms after you. Time is required to clean and service rooms and appointments should be respected like you would for a normal business meeting or hotel booking. A phone call to say you are running a little late would also be appreciated ;-) As we are dealing with your ‘children’ and their holiday accommodation. Normal business etiquette applies.

Do I get charged an extra nights stay if I come and fetch my dogs after 10:00 am on the day of collection?

Cleaning and preparation needs to be done prior to suites being made available for new guests check-ins. Time spent in our suites with our staffs affection is time charged.

What happens if my dog gets sick during their holiday at Vienna's VIllage?

You will be notified immediately. Should a staff member not be available to transport your baby to the vet, one will be called to the hotel. The veterinary bill will be added on to your final bill on the day of collection. The health and well being of our guests is of the utmost importance to us, and we take it very seriously if someone gets sick. Some parents are out of reach, so we will make a judgment call with your ‘child’s’ best interest at heart.

Some parents don’t want to be notified unless it is really serious, and others want to know about every small ailment. This is pre-discussed on booking in and we will respect each situation accordingly. The final veterinary bill will be added on to your final bill on the day of collection, and needs to be paid immediately.

Can I make special requests for feeding my baby without expecting to pay extra, ie what if I bring my own frozen chicken to be cooked?

Yes & no, we have catered to a variety of different feeding schedules and instructions which we don’t charge extra for. And we certainly aim to please. However it becomes disheartening and problematic when guests mommies and daddies bring their own food to save money, and then expect it to be prepared in certain ways, which takes up time and effort. Also in some cases not supplying enough or forgetting food behind, and feeling Vienna’s VIllage should foot the bill. This is not fair.

We do not stop making the favourite foods when the babies’ foods run out. However we should be re-reimbursed. To prevent this from happening we will be making this a stricter rule. The extra time it takes to cook up recipes needs to be taken into account – it takes time away from other guests, and lengthens feeding time dramatically. We are a small, growing concern, and so we do this ourselves, and this care needs to be rewarded with the correct remuneration. We want your babies to have what they have at home – however this is not a charity service – we offer a service which most kennels aren’t even prepared to look at. Please be fair.

If you have ‘human’ foods you want us to serve, pre-cook, pre-portion, and freeze the food if required & label it according to the days your dogs will be staying with us, so that we know there is enough- or be prepared to pay extra on your final bill, and please be honest when it comes to the initial quoting.

Please see our information on mealtimes and diets on our Information Page

Do we need to fill in all the documentation for our dog's file if we have mailed our own information previously?

It is part of Vienna’s Village Terms & Conditions that you abide by these requirements. We need to know as much about your dogs before they come and stay with us and we need this information at our fingertips. Knowing our guest/your baby is spayed, scared of lightening or doesn’t like bigger dogs is very important. This information is vital to all staff with making your ‘baby’ as happy and relaxed as possible. We don’t admit any hotel guests without all documentation completed.

How often do you clean their rooms?

Their rooms are tidied daily like a normal hotel, and if there is mud or extra mess, blankets etc are washed immediately. Our housekeeping staff have been instructed to clean, ‘as if they were cleaning for people’ – and that’s how it is! Rooms are kept to high standards, without interfering in the doggies’ happy stay with us. In between visits, rooms are more vigorously cleaned and disinfected to prepare for our new guests.