FAQs

It is not uncommon for our facility to have a waiting list. In order to accommodate those wishing to board with us, we normally require a 3 day notification of cancellation. During major holidays (Thanksgiving, Christmas/New Years, Spring Break, July 4th, Memorial Day and Labor Day), we require a 14 day notification of cancellation. If you cancel your reservation without adequate notification, then you will be charged for the entire stay unless we are able to fill the space. If we can fill part of the stay, then you would only be charged for the portion that we were unable to fill.

Yes, we offer the following discounts:

• Multi-Pet Discount of $8/day per dog or $3 per cat for those sharing the same enclosure
• Active Duty Military Discount of $1/day per pet
• Ask about our monthly rates!

No, our rates remain the same year-round so we do not increase our boarding rates for holidays or weekends. There is no extra percentage added to your bill at the end of your pets stay -- no hidden fees! Questions? Just ask!

Yes! We are proud that we have a boarding facility where the ENTIRE staff is formally trained and certified through the International Boarding and Pet Services Association! You will see their certificates posted in our reception area… and you will see certificates for EVERY STAFF MEMBER!

As members of The Dog Gurus, our staff has completed their stringent training programs including Knowing Dogs 101 (Dog Language), Knowing Dogs 201 (Group Play), and Evaluating Dogs 101/201/301. The facility has completed The Dog Gurus' Four E's of Excellence in Off-Leash Dog Play, a guide to establishing the best quality care and service in off-leash dog playgroups.

In addition, we have an internal training system and qualification cards that everyone is required to complete. Our training is so extensive that a new staff member will often times require at least a year to complete all of the requirements and certifications to be an ongoing part of the Cinder Hills family! This is just one of the reasons we have one of the lowest staff turnover rates in the industry! You can rest easy knowing your pets are indeed in the most qualified hands at Cinder Hills!

Our canine guests be must vaccinated against Distemper, Parvovirus (this may be a combination vaccine that will immunize against other viruses, too) Rabies and Bordetella (kennel cough). At the recommendation of most local veterinarians, we require the Bordetella vaccine be given every 6 months. We do not require Lepto, however, if your pet has been to an at risk area, we strongly recommend that you obtain the vaccination and/or if your veterinarian requires it.

We require our feline guests to be vaccinated against feline distemper and rabies.

Although currently not required, we strongly recommend that you have your family member on a heart worm preventative program as well as treated for fleas and ticks.  Local veterinarians have informed us that Flagstaff does indeed have fleas/ticks and we all know that mosquitos can be present (especially on the west side of town).

All vaccinations must be given by a licensed veterinarian.

Simply bring in a copy of your vaccination records from your vet or have them faxed to 928-526-3812.

One of the worst things that an owner can do is get emotional when dropping off your pet. Our pets are very tuned into our emotions and if they see you upset, then they will be upset. You wouldn’t want your pet carrying on because you are going on a well-deserved vacation; that just doesn’t make sense! So, be happy (and show it!) that your family member is having their well-deserved vacation because, chances are, they will have as much fun as you while away!

Absolutely...especially if it adds to your pet's comfort! Facilities that don't allow this typically have an inferior design and/or they are perpetuating a practice for unfounded reasons. It used to be in the "old days" that collars were taken off because a dog could either catch it on their water pail, fencing or during individual playtimes leading to a choke hazard. Those days are long gone with advancements in facility designs and superior staff training. We do require collars to be taken off during our day camps due to the nature of group play. However, our staff will remove their collar during their playtimes. If you have more than one dog sharing the same enclosure, you might consider removing their collars if one might chew and/or destroy another's collar. Feel comfortable in knowing your pets are in the best hands available while staying at Cinder Hills!

Yes! You may bring along a few of the favorite toys as well as bedding. It is important to many dogs to have something with them from home and we couldn't agree more! We only ask that if you bring bedding, it is machine washable. We do not accept bedding with any type of foam rubber in it. If you forget to bring bedding, we have plenty of blankets and comforters here at the kennel! And unlike some kennels throughout the country, you don't pay extra to use our bedding! Our cottage suites include raised Kuranda beds. No need to bring your pet’s dishes, as we have those here.

We try to keep our guests on the same feeding schedule they enjoy at home. We generally feed morning and late afternoon, but we will gladly accommodate up to three feedings per day. Of course, you may bring your pet’s own food if you prefer (no extra charge!). Please label their food containers, and, of course, pre-made individual serving sizes always bring a smile to our faces!

We are proud to announce that we're the only local provider of a high end gastroenteric product, Purina Pro Plan Veterinary Diets, at no extra charge to our clients. Gastrointestinal (GI) is the largest indication with the highest growth of the top 10 dog conditions in the dog therapeutic market. It is also one of the most common reasons clients visit veterinarians. Approximately 1 out of 3 clients have reported a GI issue in their pet.

Purina Pro Plan Veterinary Diets (PPVD) provide numerous benefits for GI nutritional management:

• GI is on of the most common reasons clients visit veterinarians
• PPVD EN addresses multiple conditions and is suitable for both growth and maintenance
• PPVD EN therapeutic benefits go beyond basic GI nutritional management:
  • Highly Digestible Formula to promote optimal nutrient absorption
  • Total Dietary Fat Management to help with digestion while providing readily available energy
  • Supports Digestive Health that includes a prebiotic to nourish beneficial microflora and reduce the risk of diarrhea
  • Supports Immune Health with antioxidants and vitamins

Our staff monitors the water consumption of each of our guests, checking and refilling so that your pets will have fresh water available constantly throughout their stay.

Yes, we will administer medications or vitamins for no additional charge. We do not administer Sub-Q fluids. Please be sure any medications are clearly marked with dosage and frequency.

Of course! Many facilities have indoor-only runs or a combination of indoor-only and indoor/outdoor runs. Unlike other boarding facilities in Northern Arizona, ALL of our dog enclosures are indoor/outdoor, at a lower price than others smaller indoor/outdoor suites, and we don't reduce the size during high accommodation periods nor charge you extra fees!

Indoor/outdoor runs are superior to other options, period! Advantages are many and include that our guests can come and go within their own runs/suites without depending upon the staff. This is especially important for bathroom breaks! Guests can also decide if they want to sunbathe outside or comfortably rest indoors on their bedding and ceramic tiled floors… all at THEIR discretion!  Imagine your poor pooch having to wait to go outside in the morning while others are being rotated in/out to "shared" potty areas.  Not at Cinder Hills!!!

All boarders get locked inside for the night after “last outs” which is around 9:00 PM. They are opened back up at 7:30 AM when they are served breakfast!

Yes, guests from the same family and of the same species (canine or feline) can share a run/cottage suite/condo at a discounted rate.

We have the largest indoor/outdoor runs/cottage suites available in the Flagstaff area! Many of our classic runs are bigger square footage wise than others’ “suites.” Take comfort in knowing that when we say "Suite", you truly are getting a Suite and not just another enclosure with a different name. Our Junior Suites are 135 square feet and are larger than any other suite available in Flagstaff. At 356 square feet in size, our cottage suites are the largest available anywhere in Northern Arizona.

All of our Classic Runs, Junior Suites and Cottage Suites are completely tiled with epoxy grout and marine based epoxy paints are used throughout the facility to prevent pathogen "hideout". Our floors are ceramic tiled with epoxy grout - the best available within our industry! You don't have to worry about wear or "break through" on our floors!

All of our Classic Run and Junior Suite outside portions are covered ENTIRELY to provide shelter from the direct sunlight and inclement weather. Our Cottage Suites have continuous shade throughout the day and the privacy fencing provides a nice wind break on those windy days!

Please note that we NEVER REDUCE THE SIZE OF OUR RUNS/SUITES DURING HIGH ACCOMMODATION PERIODS SUCH AS WEEKENDS OR HOLIDAYS, let alone charge you hidden/extra fees. Some facilities across the country not only reduce the size of their runs, but they will also charge you more since it is a high accommodation period! Why would you want to pay more for a smaller area during such times? That just doesn't make sense! We will never give your pet less space, let alone charge you more for it! We ensure our family members have maximum comfort AND space year round! Feel comfortable in knowing that at Cinder Hills we will never "maximize the population" in our facility at the expense of your pet's safety and comfort! In addition, because we don't reduce the size of your pet's area during such times we don't need to bring in additional short term staff to keep our ratios acceptable.

Yes! In Northern Arizona we have all realized the extremes in summer and winter.

Our cat facility and reception rooms are air conditioned during the summer and heated during the winter with a Central Air & Heat System.

The dog areas are cooled during the summer using evaporative coolers with thermostats. Air exchange in the buildings is very important to minimize airborne pathogens and we have the ability to change out the air up to 36 times an hour! Conventional filtering of air does very little in the pet care environment, so it is imperative that ventilation systems are otherwise designed. The pet areas are heated during the wintertime utilizing furnaces and in-floor heating. We typically can maintain temperatures 68 to 72 degrees F year round.

Our boarding guests enjoy one-on-one attention with their own exclusive staff member during their stay, INCLUDED IN THE PRICE OF BOARDING! Our play times are individually tailored to each guest’s needs. This includes ball and frisbee time, chase, playground paw-ness, agility time, and playtime in one of three bone shaped pools (summer)! We have our Playful Paws Day Camp available for off-leash group play for those who have applied and passed our in depth evaluation process. We have the only staff in Northern Arizona formally trained in off-leash group play by the Dog Gurus, the industry's foremost experts in the field of doggie daycare. Off-leash group play is for an additional fee.

Our Purring Parlor offers roomy condos with windows either facing the outside or our reception room. These large condos are furnished with bedding, a litter box, food and water, as well as a perched area for them to get up on. Our cat facility contains designer tree houses and toys for your feline family member to enjoy during their individual playtime. For those cats wishing to hide from view, our room is ideally setup for these sleuths! No extra charge for playtimes either… they are included! We truly have the Best Cat House in town!

To avoid disappointment, we recommend that you make your reservation as soon as your plans are finalized. We do book up quickly and waiting lists during the summer and holidays can be as long as 4 weeks! Most of our clients actually make their plans around our facility's availability because they refuse to board anywhere else!

We start taking reservations for Thanksgiving on October 1; Christmas/New Years on November 1; and Spring Break on February 1. Although no deposits or credit cards are normally needed for a reservation, we do require a credit card to make/hold your HOLIDAY reservations.  We do not charge "non-refundable" fees to hold your reservation.

We will send you a cancellation policy that will need to be signed and returned to us. We require a 14 day notice to cancel for holiday stays, otherwise a 3 day notice is required for all other stays. Please understand that many times people are on a waiting list to get in, so don’t forget to cancel well in advance should your plans change!

Yes. Any place that will not tell you this is being less than honest! Although we take every precaution to protect your pet from being exposed to disease while they are at Cinder Hills, they can contract an airborne illness from another pet. By requiring current vaccinations, maintaining our state-of-the-art ventilation systems, and practicing meticulous disinfection/sanitation in our areas, we are minimizing the risk.

Additionally, our staff is trained to observe your pet and recognize early signs of common illnesses. We have an isolation area where guests displaying symptoms of illness are comfortably and safely housed, as well as vets on call 24 hours per day.

It is very similar to sending your child to school: you may have seen to it that they have received that season’s flu vaccine, takes their vitamins, and has proper nutrition and rest. Despite your best efforts, they may still contract a cold or flu, possibly a strain that was not included in the vaccine.

When you first check in, we will obtain all of your contact information, including who your family veterinarian is. In case of illness, we will first try to take your pet to their vet. If, for any reason, we cannot get in contact with your vet, we will use either Continental Animal Wellness Center or Aspen Veterinary Clinic. These two clinics are the closest to our facility and have excellent reputations. For after hours, we also can utilize the Veterinary Emergency & Specialty Center of Northern AZ.

In all cases, we will attempt to contact you if there is an issue. Of course, if you sign up for our Healthy Pet Guarantee, you may be eligible to be reimbursed for a vet bill up to $500! No one else in Northern Arizona guarantees their services like Cinder Hills!

For added peace of mind, Cinder Hills is the only pet care facility in Northern Arizona that actually offers a Healthy Pet Guarantee! If your pet becomes ill or gets injured while under our care, you may be eligible for reimbursement of veterinarian bills up to $500! There are some limitations, such as pre-existing conditions, so check with us if this is something that interests you!

The cost for such a guarantee? Amazingly, only $20 per pet per stay… yes, per stay! Rest assured that we are Northern Arizona's only boarding facility that is so confident in the healthy environment we provide that we actually offer this guarantee!