What We Don't Do, and Why
Being premium is not about saying yes to everyone. Some limits exist to protect the animals in our care, our staff, and the families who trust us. None of them are about shaming an owner or judging a dog. They are about keeping everyone safe.
What We Don't Accept From Owners
Haggling over price. Our pricing is fixed and reflects the actual cost of the care, staffing and facility behind it. We do not negotiate, because a discounted price would mean cutting a corner somewhere, and we are not willing to do that with someone's pet.
Mistreatment of an animal. If we see signs that an animal has been mistreated, or an owner asks us to handle a dog or cat in a way we consider unsafe or unkind, we will say no and explain why.
Disrespect toward our staff. Our team is trained and experienced, and we expect the same basic respect we give to every family. Aggressive or abusive behavior toward staff ends the working relationship, regardless of how long a family has been with us.
What We Don't Accept in Animals, and Why
We decline aggressive, highly anxious or visibly unwell animals as guests. This is not a judgment on the dog or cat, and it is not about the owner failing at anything. It is a welfare decision, made for the animal itself and for the other guests and staff sharing the same space.
An aggressive dog in a shared boarding area is a real risk to other animals and to staff. A highly anxious animal placed in an unfamiliar environment can suffer more than it benefits from the stay. An unwell animal needs veterinary care, not a boarding suite. In every one of these cases, we would rather say no upfront than accept a booking we cannot deliver safely.
If your dog or cat has a specific condition or history, tell us before booking. In many cases we can still help, sometimes through a modified plan, sometimes by recommending a more appropriate option outside PatiLee. Our consulting service exists partly for these conversations.
This Policy Protects Everyone in the Building
Every family who boards, trains or grooms with us signs a notarized service contract, and that contract reflects the same standards described here. We would rather turn down a booking than compromise on the safety of the animals already in our care, or the wellbeing of the one we would be taking on.