Frequently Asked Questions

Hours, Reservations, and Tours

What are your hours of operation at Ruff House Resort?


  • Our lobby hours of operation are:
    • Monday - Friday 6:30 AM - 6:00 PM
    • Saturday 9:00 AM - 6:00 PM
    • Sunday 8:00 AM - 9:00 AM & 4:00 PM - 5:00 PM
  • While our lobby is open until 6:00 PM Monday - Saturday, our staff is often times there until 6:30 PM. If you arrive between 6:00 and 6:30 PM you will incurr a $5 late fee for every 10 minutes. After 6:30 PM doors will be locked and you will have to pay for a night of boarding.
  • Our daycare programs operate Monday - Saturday. Sunday lobby hours are for Boarding check-in and check-out only.
  • Although our lobby is closed on the following holidays, our staff still arrives to take care of our guests.
    • New Year's Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day After Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve.




How do I make a reservation?


  • Online - Click here, or visit the Client Portral page.
  • Phone - Call 850-441-3585 to speak with our friendly Pawcierge at the front desk and they will assist you with all of your booking needs.
  • In-Person - Come take a tour of our building and make your appointment today!
While there are many ways to make a reservation, we perfer that you create a client portal log in yourself prior to calling.




What do I need to make a reservation?


  • Current vaccination documentation must be submitted prior to your stay at RHR.
  • RHR requires First Time Guests Documents to be completed and submitted before your stay.
  • During Peak/Holiday periods, a two-night deposit is required.
  • Guests who are 4 months and older must meet all vaccination requirements.
  • Puppies, at least 8 weeks old, need to have had one round of Distember/Parvo and the Bordetella vaccine for overnight stays and to attend our Puppy Program.
  • At 7 months, all male puppies must be neutered to continue participating in daycare. We understand that there are many pet parents who wish to wait until 1 year of age to neuter their pets, so we have Day Stay as another option.
  • Unspayed females may participate in daycare unless they are in heat. If this occurs while in our care, they will be moved into a Day Stay room, incurring additional fees.




How do I cancel a reservation?


We understand that plans can always change, however we have a limited number of rooms available. Therefore we require deposits to be made, or you may save a Credit Card on file. For stays during our Three-Night Minimum times, we will only accept a card being saved on file. Deposits will be refunded if cancelled within the times listed below:

  • Reservations not cancelled within 2 days of the arrival date during non-peak times will incur a cancellation fee equal to a one-night stay or the loss of the prepaid deposit.
  • Reservations not cancelled within 4 days of the arrival date during PEAK times will incur a cancellation fee equal to a one-night stay or the loss of the prepaid deposit.
  • Reservations not cancelled within 4 days of the arrival date during 3-night minimum times will incur a cancellation fee equal to 1/2 of the overnight charge of the original reservation or 3 nights (whichever is cheaper).
Cancellations MUST be made over the phone. Email or messages are NOT acceptable methods of cancellation.




What are your Peak/Holiday periods?





How do I schedule a tour?


No need to schedule a tour! Here at RHR we have an open door policy, this means that we offer guided tours of our facility during all normal lobby hours! Please stop by any time and our friendly Pawcierge staff members will gladly show you around our facility! Be mindful that morning drop off and pick up times can get very busy!




What if I need to drop-off or pick-up during a closed holiday?


On holidays that our facility is closed we do not allow pick-ups or drop-offs, however, we are aware that there are extreme circumstances when this may be necessary. If you wish to pick-up or drop-off during closed holidays, prepayment is required, including the cost of the holiday night the pet will be missing and the holiday fee of $50. This service is only available if you have pre-arranged it with our front desk staff at least one week in advance.





Vaccinations

Which vaccinations are required for my dog to stay at RHR?


Rabies DHPP Bordetella Puppies must be at least 8 weeks of age and have completed their first round of vaccines, including Bordetella. We are able to adminsiter intranasal Bordetella for a fee of $10 if your dog needs it for their stay with us. Supplies are limited, so please verify that it is available for you.





Boarding at RHR

What do I bring for my dog's stay?


  • Food - We strongly encourage you to bring your dogs normal food as to not upset their stomachs. Please make sure that you bring enough for their entire stay. We ask that it be brought either pre-portioned in zip lock bags or in a large sealable plastic container.
    • If you do not wish to bring your dogs food, we do offer our Resort Recipe for an additonal $5/meal.
    • Pets are fed twice daily, however, we can accomodate lunch time feedings if that is something you prefer.
  • Any treats you wish us to give them during their stay.
  • Medication - All medicine must be in the original bottle from a veterinarian!
  • Quick-Release Collar
  • Any toys or bed that your dog would like to keep in their room.
    • Please note that we cannot guarantee that these items will be returned to you in the same condition in which they entered the building.




What is included in the boarding rate?


  • Premium raised beds
  • Clean, comfortable bedding
  • Glass doors. No cages!
  • Daily maid service with linen changes
  • Room service with up to 3 meals per day
  • Lots of options for customizable amenities that can help your dog get the most out of their time at RHR!




What are the check-in and check-out times?


Check-In: We ask that all guests who are boarding check in before 4pm. We like to get to know your pet before placing them in their room for the evening. We want to spend a few minutes with them, allowing them to relax in this new environment, before we leave. Check-Out:

  • Monday - Saturday: Check out time is 11:00 AM. All pets who do not check out by this time will incur a Day Stay fee. If your dog has the Daycare Amenity, then no late fee will be added.
    • If your pet is picked up after business hours, with advance notice to our staff, you will receive a Late Check-Out fee.
    • In order for us to provide the best quailty of care to your pets, we request that all boarding dogs Check-Out by 5:30 PM. If you arrive after 5:30 PM, then you will be charged for another night. This is due to the fact that we need to make sure that all of our boarding dogs are fed and have ample time to go outside and potty before our staff leaves for the evening.
  • Sunday: Our Sunday business hours are strictly for boarding check-in and check-out.





Daycare, Day Stay, and Special Care

Daycare


Daycare is a cage free, supervised environment where multiple, compatible dogs play together in our indoor/outdoor play areas. We have three large play areas to separate small, medium, and large dogs. Groups will have all day access to the outdoor play area, which features K9 Grass and playground equipment. Every dog will attend an Evaluation Day, where we check the dog’s temperament, play style, and energy levels. Daycare is available Monday – Friday from 7 AM - 6:30 PM and Saturday from 9 AM - 6:30 PM. We ask that you pick up your dog on time, or before, as to not incur a late fee.




Day Stay


Day Stay is for dogs that require special attention or for dogs that are less social. Each dog is booked its own private room for the day and they are given special activities during the day. Some examples of dogs that may need Day Stay are: shy dogs or dogs that do not do well in a pack environment, dogs that just like to be by themselves, females in heat, unneutered males, and senior dogs with decreased mobility. A suite is waiting with three individual playtimes with a Ruff House Resort Staff Member. Day Stay is available Monday – Friday from 7 AM - 6:30 PM and Saturday from 9 AM - 6:30 PM. We ask that you pick up your dog on time, or before, as to not incur a late fee.




Do I need to make Daycare or Day Stay reservations?


Yes, reservations are requried for Daycare and Day Stay to ensure that there is room for your pet! We do not encourage walk-ins, however, if we have room in our daycare program we will accept your pet for the day. If there is no room in daycare, we will offer you a room in our day stay program, also dependent on availability.




What if my dog doesn't play well with others?


RHR wants to ensure the safety of all pet guests staying at our facility, as well as providing quality care for your pet. We will offer your non-boarding pet our Day Stay program, which includes all the suite room amenities with three individual playtimes with a Ruff House Resort Staff Member. For boarding dogs, your pet will enjoy three individual playtime activities with a Ruff House Resort Staff Member.




Will you accept intact males?


Yes! All puppies up to 7 months of age may participate in Day Care. After seven months of age they will be placed in our Day Stay program if they have not yet been neutered. Our Day Stay program includes all the suite room amenities with three individual playtimes with a Ruff House Resort Staff Member. One of these individual playtimes can include interactions with other dogs of our staffs choosing, dogs that they believe will play well with an intact dog.




Do you accept females in heat?


We do accept females that are not yet spayed. However, if they go into active heat while in daycare they will be moved to Day Stay. Due to the extra cleanup and care for your pet, there will be an extra fee on top of the Day Stay rate or Boarding room rate.




Why does my dog have to do an evaluation again?


If you have been away for six months or longer, we need to do a reevaluation to make sure that your dog can reintergrate back into play group.





General

Why choose RHR?


At Ruff House Resort we pride ourselves on being up to date with all of the industry standards. Also, you won't find any cages here! All of our rooms and suites are welcoming to a nervous dog, or calming to an anxious dog. We have all day open play in our daycare areas. Dogs have the ability to wander outside as they please for potty breaks. Our outside areas are all equiped with K9 Grass, which is an artifical grass made especially with dogs in mind. This means that if it rains, we won't have any muddy puddles, and most bugs, such as fleas and ticks, can't take up residence in the grass!




Do you offer any discounts?


We are proud to offer Military, First Responder, and Teacher discounts.




Where are you located?


Our address is 3905 FL-390, Panama City, FL 32405. We are located on Hwy 390, where State Ave meets 390. Looking out our front door we can see the Arbor Trace aparment complex and Catalyst Church. If we look out our front door to the left is Jenks Ave and Tom Thumb, to the right is Dollar General. Sometimes the GPS will take you to the same street address, but in Lynn Haven. This will bring you to the North Bay Haven school area. Please make sure that your GPS says Panama City, FL and not Lynn Haven, FL when searching for our addres!