Questions Related to Cat Sitting
How do I schedule cat sitting services?
Give us a call at (778) 371-5271 or email us at jen@urbantails.ca. We will book an in-home consultation meeting (at no charge or obligation) to meet your cat(s) and to make sure that we can provide all of the services they need. If your kitty is on medication, we may ask to schedule this meeting at their regular medication time so that we can see your routine for administering it. During this visit we will complete all of the necessary paperwork (e.g. contact information, emergency care authorization, etc.) and go step-by-step through your kitty's care instructions.
This in-home consultation meeting is necessary for all new cat sitting clients. However, once you are an established client, future cat sits can be scheduled over the phone or by email.
In which neighbourhoods is cat sitting available?
In-home cat sitting services are available in the following Vancouver, BC, neighbourhoods: the West End, Coal Harbour, Yaletown, West Point Grey, Kitsilano, Dunbar (to 41st Avenue), Arbutus Ridge (to 41st Avenue), Shaughnessy (to 41st Avenue), South Cambie (to 41st Avenue), Fairview, Mount Pleasant, Strathcona, Grandview-Woodland and parts of Kensington-Cedar Cottage (to 25th Avenue). If you would like to confirm that your cat lives in our service area, please email your address to jen@urbantails.ca.
Will you visit my cat every other day instead of daily?
No. For safety reasons, Urban Tails will only accept cat clients who have daily visits. Cats are very good at hiding illnesses and sometimes require immediate medical attention by the time it is apparent that they are unwell. Cats also have quite a knack for getting into odd predicaments that require human help to get out of - we have arrived to a few surprises over the years, including a kitty accidently closed in a closet before his owner left for Hawaii! We require a visit every 24 hours to ensure your kitty is healthy and has access to fresh food and water every day.
Will my cat sitter administer my cat's medication?
Yes. However, we may require a trial run before you leave for your trip to confirm that we can medicate your cat safely and properly. Regular fees apply for the trial run. If your kitty is shy & likely to hide under the bed during visits, you may wish to consider boarding at The Resort.
What if my cat gets sick while I am away?
Each of our kitty caregivers completes Pet First Aid Training so that they can respond effectively during an emergency. We also carry a cell phone and each cat's veterinary contact information during our rounds so that help is always within reach.
During the initial consultation we collect details of any prior or current health issues, allergies or injuries that your cat has. If your kitty shows signs of illness or injury while you are away, we will contact you and/or your veterinarian for direction. If your cat needs more immediate care than your vet can provide, we will transport your cat to the Vancouver Animal Emergency Clinic at 1590 West 4th Avenue.
Urban Tails makes every effort to contact cat owners and receive instructions before we take an animal in for medical care. However, in emergency situations or when the owner cannot be reached, we do not hesitate to take a cat to the vet. Urban Tails is not responsible for costs incurred from veterinary visits. Additional time spent providing necessary care is billed at a rate of $35.00 per hour.
What if there is problem in my home?
During the initial consultation meeting, we will ask you for the contact information for your landlord, property manager or another 3rd party who can help us respond to problems related to your home. We will notify you of problems via email or phone and we will take steps to resolve the issue with minimal disruption to your trip.
Can I get updates about my cat while I am away?
Most definitely! A daily picture and update via email is one of the best parts of our service and it's included at no extra cost. We know that cat-parents enjoy their travels much more when they see pictures of their kitty playing string games, lounging in sunbeams and looking just as relaxed as when their owners are home. We are happy to email your cat's daily journal of adventures and photos so that you never feel too far away. Clients who do not have email access are welcome to call us during business hours (10:30 am to 6:30 pm).
My cat is really sweet with me but she doesn't like new people. Will she be okay?
The single most important thing for us is that your cat feels safe, confident and in control of her visits. You would be astonished at how quickly the cat who "always hides under the bed" pokes her nose out when she realizes that we are quietly playing with feather toys.
Lots of kitties just need time and space when making a new friend so we don't rush them. We wait for their permission before we pet them and we listen to twitches in the tail or turns of the ear that speak volumes in the cat world. I can't even count the number of clients who start with "You'll never see her," only to be delighted when we email the first picture of their kitty curiously peeking around a corner at a long line of string, forgetting to be shy in the middle of a good game of pounce.
How does Urban Tails know that I've made it home as scheduled?
When you return home from your trip there will be a reminder slip waiting for you with our phone number on it. You must call and leave a voicemail letting us know that you have made it home. If we don't hear from you when expected, we will try to call you at the numbers you have provided. If we cannot reach you, we will schedule your kitty into the next available opening & we will continue visiting your kitty until we hear that you have made it home. However, if we arrive and find that you did not call to end services, we will charge $35.00 for the unnecessary visit.
What happens if I am delayed returning home?
We appreciate it if you can call to let us know so that we do not worry about your well-being. However, even if you can't reach us, Urban Tails will continue visiting your cat until we have confirmed your return home.
What are the options for the key exchange?
If you have a spare key available for Urban Tails to pick up during the consultation meeting, that is the easiest. You can also drop off and pick up your keys from The Resort during regular business hours (Monday - Friday, 10:30 am - 6:30 pm and Saturday - Sunday 10:30 am - 5:30 pm). Our address is 3569 Commercial Street. Please view our Contact Us page for a map.
Clients with concierge service in their building may leave their keys with the concierge, under the name "Urban Tails". Your kitty sitter will pick them up at the first visit and return them after the last visit.
A key shuttle service is also available for clients who would like a cat sitter to come to their home to personally pick up their key. This service is $12 per key pick up or return.
Clients who prefer to leave a key on file with Urban Tails for emergency backup, last minute travel, etc. may do so at no additional charge. Keys are coded, stored in a locked cabinet and are under 24 hour video surveillance for security.
What types of payment are accepted and when?
Five to seven days before your cat's first scheduled visit, you will receive an email from Urban Tails confirming the dates, length and time of your cat's visit schedule. This email also serves as your invoice. Payment can either be made by cash or cheque, left for pick up at the first scheduled visit, or over the phone with a Visa or MasterCard. We will process your credit card on the day of your kitty's first scheduled visit. You may also pay by debit if you are dropping off your keys at The Resort in person.
What if I need to cancel a cat sitting visit?
Prior to leaving for your trip, cancellation of cat sitting visits requires three days' notice. For example, if you tell us two days before we are scheduled to start cat sitting that you have cancelled your trip, you will only be charged for one visit.
The full amount is due at the first scheduled visit and in non-refundable thereafter. This means that if you return home a day early from your trip, cancelled visits are not refundable.
Are your cat sitters bonded and insured?
Yes. Urban Tails is bonded and insured through the Verge Insurance Group. The insurance plan includes coverage for pets while they are in the care of Urban Tails as well as lost key coverage.
May I give my cat sitter a tip?
Absolutely. However, it is not expected or required. But if you feel that you received service above and beyond what was expected, feel free to tip for it!
Questions Related to Cat Boarding
How do I make a boarding reservation?
First, give us a call at (778) 371-5271 to check availability. You will need to provide the dates your kitty will check in and out of the Resort plus information as to whether they have special needs or are on medication. If we have availability, a one night, non refundable deposit must be paid in order to finalize your kitty's reservation. At the time of check-in, you MUST provide proof that your kitty has the necessary vaccinations or a letter from your vet.
What will my cat eat while boarding?
Whatever you provide! It is required that you bring a supply of your kitty's regular food for the duration of their stay at The Resort. Abrupt changes in a cat's diet usually causes diarrhea and stomach upset and would ruin your cat's holiday. To prevent any problems, you must supply your cats regular food while they are staying at the Resort.
Which vaccinations are required?
All cats must show proof of the FVRCP (Feline herpes / Viral Rhinotracheitis, Calici virus, Panleukopenia virus ) within the previous 3 years but at least 10 days before their stay at the Resort. Cats who are allowed access to the outdoors must also show proof of rabies vaccination. It is recommended that cats under the age of 16 weeks also have the FeLV vaccine. If your cat cannot tolerate vaccination for health reasons, a letter from your vet may be required. Vaccination information can be faxed to (604) 677-5737 or it can be documented during check-in. We will store the vaccination details in our database so that you only need to bring updated documentation every 3 years, not every time your cat boards at The Resort.
How is the spread of illness prevented?
Every cat suite has a separate ventilation system so that the air is drawn directly out of the suite and evacuated right out of the building, without being breathed by other cats. This significantly reduces the chances of air borne diseases from being spread among our guests.
Our floors are made from heat-sealed vinyl so there isn't a single crack for ringworm spores or flea eggs to live in. Floors are steam cleaned regularly for complete disinfection.
Cats never meet one another and never have access to other cats' litter boxes. This prevents the spread of most other illnesses. Cats with contagious illness or flea infestation will be referred to your veterinarian at check-in.
Cat suites are disinfected from top to bottom in between guests and all bedding is laundered. Cleaning, cleaning and more cleaning is how we keep all our guests healthy and well.
Despite our greatest efforts, there is no way to 100% guarantee that cats will not contract an illness while being boarded.
Will my cat be safe?
Yes. Probably safer than being boarded at a vet clinic or staying in your home alone, actually. The Resort is equipped with 24 hour, recorded video surveillance that a manager can view from the Internet at any time of day or night. The doors and windows are alarmed and monitored by a security company. Smoke and motion detectors are all wireless so all systems would remain active if the wires were disabled. The Resort has more security than 99% of the homes that we cat sit in.
Will you administer my cat's medication?
We will administer oral pills and liquids, eye drops, ear drops, topical medications and subcutaneous fluids to (reasonably) willing cats. We are sorry but we do not presently administer diabetic injections.
What times should my cat check-in and check out?
Please try to check your cat in after 2:00 pm and check out prior to 1:00 pm so that we have enough time to clean in between guests. Definitely let us know if you need to make alternate arrangements and we will do our best to accommodate them.
Will my cat meet other cats while boarding?
No! Definitely not. Most cats prefer to have their own space and privacy while boarding. Every cat has their own suite (or two cats from the same family can share a suite) and they use the play areas in rotation, but never when another cat is out. However, every suite has a large glass window so cats can see out, watch other cats playing or see the fish tanks and TV from their suite.
How much living space will my cat have?
Every cat suite is a little larger than 100 cubic feet - roughly 5x larger than what is available at a veterinary clinic. Each cat suite has four levels of living because cats feel safest when they can hang out up high.
We have a limited number of adjoined suites that allow larger cat families to share two suites at once.
Is there someone there overnight?
No, but we are onsite 10 - 12 hours per day, 365 days per year. Overnight all of the kitties are tucked into their private suites for the night. A manager can view every room of the Resort via online video surveillance at any moment. Monitored security systems notify us if there is unexpected motion, smoke or other disturbance.
How much time will my cat get in the play area?
It depends on which room they board in and how busy a travel season it is. The range is anywhere from 1 to 8 hours per day, and is divided equally among all cats. The quietest months of year are February and November. The busiest times are Christmas, New Years, Easter and long weekend in summer.
