Services Questions

Pet Care Questions

Pet Concierge Questions

Why should a pet owner use a pet sitter?

Back to questionsVeterinarians and pet experts alike believe that keeping pets in their own environment helps to reduce the stress they go through when their owners leave home. It is easier to keep up with their diet and exercise routine. They are also more likely to enjoy the personal attention given to them by their pet concierge. This also gets rid of the trauma of being transported and decreases their exposure to sickness from other animals.

What services do you offer?

Back to questionsWinter Park Pet Concierge provides peace of mind for our clients while they are away from their pets. Whether you travel, work long hours, have a late meeting, are recovering from surgery, working from home but don’t have enough time to walk the dog or don’t trust the kids to care for the animals properly, we travel to your home to provide customized services for your household. Whatever the reason, we’ll be there! Our clients are mostly cat and dog owners but we’ll also visit rabbits, birds, frogs, guinea pigs & hamsters, snakes, sugar gliders, iguanas, fish and many more.We offer dog walking, cat and small animal care, overnight pet sitting, power walks and a variety of concierge services such as Pet Taxi, Pet Errands, Key Pick-Up & Drop-Off Service, Emergency Lockout Service, Litter Box Cleaning & Sterilizing, Brush Outs, Tooth Brushing and Ear Cleaning. Our clients can customize how long they would like their pet concierge to visit with their pets. We will also bring in the mail, take out the trash, rotate the lights and open and close the curtains to give the home a lived-in look.

How does a client get started?

Back to questionsWe welcome anyone to call or email the office with their questions. The office number is  407-733-4944 and the email is info@winterparkpetconcierge.com. When you are ready to get started, our registration process will be explained to you in detail. We can get started immediately by sending you a link to our scheduling and billing software and scheduling a meet and greet.

Will you provide “house sitting” services even if someone doesn’t have a pet?

Back to questionsWhile you are away your home will be monitored by your pet concierge. Since pet care is our main focus, we do not currently provide house sitting services.

Do you board animals or bring them into your home?

Back to questionsSince we believe in in-home pet care, no we do not board or bring pets to our home. However, we do have pet care providers who can remain at the your home. This is our Overnight Pet Sitting service, which is VERY popular. You don’t have to worry about the street pet go through when being boarded. They will remain in the comfort of their own home.

What time do the sitters make their rounds and how long do they stay?

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Our sitters can visit their clients’ homes up to 4 times per day.

  • The “Early Morning” time slot is between 6:00 & 9:00 AM
  • The “Morning” time slot is between 9:00 & 12:00 PM
  • The “Early Afternoon” time slot is between 12:00 & 3:00 PM
  • The “Late Afternoon” time slot is between 3:00 & 6:00 PM
  • The “Evening” time slot is between 6:00 & 9:00 PM
  • The “Overnight” time slot is normally 7:00 PM & 7:00 AM This service is 10-12 hours. Your Concierge can arrive anytime between 6:00PM-8:00P

No longer than 12 hours ever goes in between visits. For example, if your pooch were visited at 8 pm, the concierge would arrive to your home no later than 8 am the following morning. We offer 20-30-minute, 30-minute, 45-minute and 60-minute visits. 10-12 minute visits are offered as a compliment to regular visits. The client chooses the duration of the visits and can mix and match to design the best plan for his or her pet. Note:10-12 -minute visit option is not offered as a regular visit and do not include feeding or refreshing water. We don’t believe that 10-12 minutes is enough time to visit with a dog that is by him or herself for an extended period of time. As much human interaction as possible is best to keep the hounds happy and calm until their parents return home or until their next visit.

What is a meet and greet?

Back to questionsA meet and greet is a visit that allows the client to get to know our service and their assigned Pet Concierge prior to the start of their service. During this visit their pet care provider will introduce themselves, spend some quality time with the pet(s), confirm and review the pertinent information about the home and pet care routine (e.g. current health of the pet, vet information, emergency contact, special requests, entry and exit protocol of alarms etc.), and answer any additional questions the client may have. We also collect two keys. One key is for the sitter and the other goes into the company lock box in case of emergency. We do NOT provide service until the meet and greet has taken place and the invoice has been fully paid for. Meet and greets are $25. Same day meet and greets are $40. These fees are to cover the costs for the pet sitter’s time.

What supplies do I need?

Back to questionsAt Winter Park Pet Concierge, we respect each pet owner’s choices of food, treats, bowls, toys, litter, collars, leashes, cleaning supplies, poop bags and other supplies. Pet supplies will only be used for their specified intention. For the safety of your dog and your pet sitter, if your pet sitter at any point in caring for your pet(s) feels uncomfortable or unsafe using any of your supplies, they would need to be replaced. Collars, harnesses and leashes should fit properly, be in good condition and not be stretched or worn out. *We do not use grocery store bags for poop bags. Even new ones often have holes and slices in the bags.

Can a client schedule services anytime after the meet and greet?

Back to questionsAbsolutely! In fact, you don’t have to wait until after your meet and greet. In order for us to send you a quote of services, you may request services as soon as you have validated your account with your signed contract, and forms and completed the My Info and Pet Profile sections. All clients are provided with unique login information to their secured Precise Pet Care account. From this portal you are able to schedule service, check personal service calendar, update your information, pet information, password and other information. It’s all right at your fingertips! All scheduling requests are confirmed during our weekday business hours, which are 7AM-7PM Monday through Friday.

Can your clients schedule directly through their pet sitter?

Back to questionsNo! For the safety of our client’s pets all visits MUST be scheduled through the Winter Park Pet Concierge office. Our scheduling program (Precise Petcare), ensures that pets are not forgotten. If a client schedules through their sitter and the sitter forgets to inform the office, that takes us out of the loop and therefore unable to follow-up with the sitter to make sure that the pet has been seen. Winter Park Pet Concierge will not be held liable for visits scheduled without the office’s knowledge. Also, please note that our staff are under non-solicit agreements and do not accept pet sitting offers from clients.

How do you accept payment?

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We accept payment by Visa, Master Card, Discover Card or American Express through Stripe and PayPal. There is no need for you to have a Stripe or PayPal account, but if you do, you can pay your invoice through them. We also accept checks and cash; although credit card is the preferred payment method. Clients paying with checks and cash must make sure their payments arrive to our office on time. Clients can leave a cash gratuity for their pet concierge if they so wish. These funds do not have to be in a sealed envelope or marked specifically for the pet concierge, but should be marked. Our staff is instructed not to remove any money that is not clearly marked. NOTE: Clients with set service schedules automatically renew each week or month with payments due on or before the due date.

All vacation, Work Trip and Per Diem visit payments are due on receipt of invoice.

Are there extra costs for services rendered on a holiday?

Back to questionsThe following are holidays with extra fees apply: New Year’s Eve, Valentine’s Day (if this holiday lands on a weekend day, you will be charged this fee for each visit on both days,) Easter, Mother’s Day, Memorial Day, Father’s Day, 4th of July,  Labor Day, Veterans Day, Thanksgiving, Black Friday, Christmas Eve, Christmas Day. These fees are in addition to regular visit charges. You can read more about Services and Rates here.

What happens if I pay my bill late?

Back to questionsInvoices for vacation and as needed clients are due upon receipt. Ongoing client invoices are due on the first day of service weekly, monthly or bi-monthly (depending on how your account is set up). If an invoice remains unpaid 7 days after the due date, a $25 late fee will be added. Unpaid service may be cancelled without notice, including prior to or during the service period.

Do you offer credits for referrals? How do I get one?

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We do offer credits for referrals that result in five or more completed visits. You: Simply email us the information of the person you referred. We: Confirm completed visits and update your account.

How about last-minute requests?

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We’re more than happy to schedule pet care for last-minute needs, however we cannot guarantee that a sitter is going to be available on short notice, (though it is often not a problem). We also only schedule service during our weekday business hours (7AM-7PM Monday through Friday). We do charge a $15 late booking charge for visits scheduled after business hours the day prior to service. Example: If a client emails on a Saturday for Monday service or Tuesday night for Wednesday service, the $15 fee will apply.

Our scheduling portal will allow scheduling at will, but will not allow scheduling within 48 hours, so please call the office if you need service within that time frame.

What is the Winter Park Pet Concierge cancellation policy?

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While we understand what it’s like to have a busy and ever-changing schedule, reservations are made to plan concierge availability to clients. Winter Park Pet Concierge DOES NOT GIVE REFUNDS for vacation or holiday pet care. Clients returning home early will not receive a credit for the remaining services. Trips cancelled within 30 days of the departure date will receive no credit for the trip. Since all trip deposits are non-refundable, trips cancelled 31 or more days from the departure date will receive credit for 50% of the cancelled services. Credits must be used within the next calendar year.

For ongoing clients with set schedules, cancellations of regular services will be credited to the following invoice as long as cancellations are made before 7PM prior to the day of service. Ongoing clients are subject to the same cancellation policy as regular clients for their vacation and/or holiday schedule.

Are there any changes due to Covid-19?

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Winter Park Pet Concierge understands how uncertain things are right now. We are continuing to provide peace of mind to pet parents in our service areas. We are working with local and state law enforcement as well as hospitals and clinics to make sure we can provide support for anyone who needs to work (whether that is in or out of the home.)

We have heard from many of our clients that working from home poses many challenges. The main one is finding the time to walk their dog(s) while holding down their daily work load plus jumping from one Zoom meeting to the next. Side walk and door step pickups are also done for any client who would like to have their pet service, but do not wish to have someone come into their home. If you find that you are in need of our services, simply place a request in your client portal by adding a note to your request. If you need a pet errand to get supplies or a pet taxi to get your pet to the vet or groomer, you may also schedule this in the client portal.

Cancellations – Since our nation is now two years into the Covid-19 pandemic, we all understand that work and travel is at our own risk, therefore, we no longer give credits or refunds for any Covid related cancellations. Should your trip or work time cancel, there will not be a credit for it. Our regular cancellation policy will apply to all trips. This is noted in our contract.

For those of you that are on the front line: doctors, nurses, EMTs, law enforcement, fire fighters, grocery store clerks, pharmacists, techs and the many I have not mentioned, please stay safe. Know that we are here to help get our community through this difficult time.

What happens if there is inclement weather?

Back to questionsIn Florida our most common weather concerns are extreme heat and thunderstorms with occasional chance of hurricanes. During the summer we cut our mid-day walks short due to heat, but we do provide time inside for play or cuddles. During downpours and thunderstorms, we still let the dogs go potty outside but in cases of extreme winds or lightening, for the safety of the walker and the dogs, walks will be short. We will also provide time inside for play or cuddles. If you are out of town and there is a chance of a hurricane, we will coordinate with your emergency contact. It is important that the contact person be local. Often with hurricanes there are curfews in place that do not allow us the option to drive. When this happens, we will contact your emergency contact so that they can either take your pet(s), or if they live close enough, can go to the house after the storm passes. Because hurricane possibilities are given with advance notice, a plan will be put in place in advance. Pet owners will be kept in constant contact and updated as plans go into place. It is recommended that each family develop an inclement weather plan complete with supplies for them and their pets.

What happens if a client’s primary sitter is not available for a pet sitting request?

Back to questionsOur team is steadily growing to accommodate our growing clientele. This allows us the ability to provide excellent pet care providers who will care for your pet if your primary pet concierge (pet sitter) is unavailable. Each sitter has a buddy pet concierge. A buddy pet concierge provides relief to a primary concierge while they are on vacation, sick or have scheduled days off. Meet and greets are attended by one or two pet concierges. Any additional meet and greets needed will be charged the same $25 fee. This covers the cost of our staff time and expense for driving over to the client’s home. Since we have all of the client’s pet care information in our secure database, it’s really not necessary for a client to meet with the buddy concierge, however; if the client feels more comfortable with having a meeting with the buddy, we are more than happy to schedule a meet and greet with them.

Do you care for pets that have aggression issues?

Back to questionsIf the pet has aggressively bit someone in the past, then no, we cannot provide service. That is too much of a liability concern. If the pet is fearful and growls or hisses around those he doesn’t know, then we will be happy to work with the client to see if a pet care plan can be designed that works. Our pet concierge will interview the client and the pet to determine if this is possible. If additional visits are necessary to socialize the pet with our pet care provider then the client needs to be present at all visits and pay the normal service fee until socialized. If at any time our pet concierge or pet owner feels that it is unsafe to perform a service, Winter Part Pet Concierge reserves the right to discontinue service without notice.

What kind of pets do you provide services for?

Back to questionsAt Winter Park Pet Concierge, we provide services for the following pets: dogs, cats, fish, birds, snakes, guinea pigs, ferrets, iguanas, bearded dragons, chameleons, rabbits, hamsters, rats, sugar gliders, gerbils, and farm animals such as chickens, pigs, lambs, goats, cows, donkeys, horses and many more. If you don’t see your pet listed here, feel free to contact us to ask.

Do you pack walk dogs?

Back to questionsNo, because we believe your pets deserve our full attention, we do not pack walk. For the safety of the pets in our care, Winter park pet Concierge offers one-on-one care. We will walk as many dogs as belong in a given household. Additionally, all of our sitters are residents of the areas in which we cover, so if an emergency were to crop up, someone is close by. Note: For our clients with more than three dogs, we split the group up in order to have the best walking experience.

Do you administer medication?

Back to questionsDue to the stress on the animal, we strongly urge you to administer all medications to your pet. However, when that is not possible and your pet needs its medicine, then we will gladly give pills orally, insulin shots or administer fluids. Note: Clients with pets needing medications should be prepared to give a demonstration of their preferred method of administering medication during their meet and greet.

How do the pet care professionals discipline the pets?

Back to questionsWinter Park Pet Concierge believes in positive reinforcement for the pets in our care. While we respect our clients who use various forms of discipline, we will never hit, spank, slap, or grab your pet. If your pet makes an attempt to ingest something that could cause danger to their health, every attempt will be made to retrieve it. This could possibly include opening your pet’s mouth. If there is a disciplinary problem, i.e. toilet training issues, jumping, excessive barking, pulling, running away, aggression etc., we inform our client of the incident(s) and together we work out a solution. In unresolved cases, a trainer might be needed to provide assistance.

What happens if a pet becomes ill and the client is out of town or unable to leave work?

Back to questionsIf we suspect that something is wrong with a pet, we will call you at the emergency phone numbers we have on file. If the client believes the veterinarian should be seen, we will transport your pet. In the event we cannot reach the client, we will decide if the veterinarian should see your pet. Since we have your pet’s veterinary information in our database, an attempt will be made to call the vet’s office to seek advice. You will be billed for any extra time we spend for these services (due upon receipt of invoice) and all vet bills.

What does it mean that you are bonded and insured?

Back to questionsA dishonesty bond gives you peace of mind that you will be reimbursed if anything is stolen from your home. Anyone that has workers enter their home should be sure that they have a dishonestly bond. We also carry a liability insurance policy that protects from financial loss in the event that we were liable for accidents that occur while caring for our clients pets. Any responsible, professional business should carry liability insurance.

What type of clients do you work with?

Back to questionsWe work with pet owners in Winter Park, Maitland and in the Baldwin Park district of Orlando who are searching for first class pet care and true peace of mind while they travel or when they have to leave their pets for long hours due to work or other obligations.

How are you different from other pet sitting services?

Back to questionsWinter Park Pet Concierge is a labor of love for owner Jenorise Mejia. She has given her blood, sweat and tears (well, sweat and tears for sure) into creating a phenomenal pet care service that genuinely provides pet owners peace of mind while they are away from home. The Peace of Mind Protocol is a set of standards our team lives up to in order to ensure that each client receives five star service and overall, a magnificent experience! It is the master plan that sets us apart.

What is The Peace of Mind Protocol?

Back to questionsOur essential goal is to provide our clients with the peace of mind that their pets are in the best possible hands. When our clients leave home, we want them to be convinced that their pet is receiving the love, attention and exercise that they would get if you were home. We achieve this by following our Peace of Mind Protocol. Steps to the Peace of Mind Protocol:

  • Professionalism
  • Individalized Pet Care with Great Communication
  • Top Notch Qualified Staff
  • Convenient Pet Care Specific Technology
  • Follow-Up
  • A Sincere Love for Animals

*You can read all the details about The Peace of Mind Protocol here.

How does someone become a member of your team?

Back to questionsWe ONLY employ mature adults who are committed pet care professionals, not someone trying to make extra cash. We work with sitters who have practical experience in the pet care field and see their time with Winter Park Pet Concierge as part of their career path. We are also not afraid of hiring retired military personnel, teachers, stay at home moms and people with special needs. We look for the best fit for our company and our clients. We have an extensive screening process, which includes a written email screening, personality test, phone interview, multiple face-to-face interviews, and reference checks followed by a thorough background check performed by Acutraq. All sitters are then hired on a trial basis until we have followed up with enough clients to ensure that they are a perfect match for Winter Park Pet Concierge. All sitters employed by Winter Park Pet Concierge sign and promise to abide by our Code of Ethics. The sitters will then attend an orientation where they learn about the standards of Winter Park Pet Concierge and the policies and procedures that we follow to put our Peace of Mind Protocol into action. This is closely followed by shadow training. This is a period of following the lead pet concierge during the course of a regular work day. Shadow training periods vary depending on the qualifications of the new employee. Once the shadow training period is over, the rolls will be reversed. The lead pet concierge will take the shadow position to watch (and correct if necessary) and make sure the sitter is following all guidelines. When an employee has successfully completed their trial period, they maintain daily communication with the office and their clients, and are required to post a journal of their visits on our secure database in Precise Pet Care at the completion of their day.

How do you handle all of your client’s keys? You must have a ton!

Back to questionsActually, yes we do have quite a few keys. A pet concierge normally only carries keys that are needed for the current week. All keys are required to be locked on their key rings with proper identification tags. Client key tags are coded with a combined alphanumeric code. For homes using key fobs, they are also required to be to be locked onto your pet concierge’s key ring. For code entry homes, your pet concierge can access your code in our secure database in Precise Pet Care. We never put your private information on the key tags. Periodic key checks are conducted for quality control.

What is the Rainbow Bridge?

Back to questionsThe Rainbow Bridge is referred to when a pet dies. It is a lush, beautiful meadow where animals wait for their humans to join them and the bridge that takes them all to Heaven, together. For some it is a mythical place and for others it is real.

What is a Carcass Hauler?

Back to questionsA Carcass Hauler is someone who carries a permit to transport deceased animals.

What is considered Excess Waste?

Back to questionsWinter Park Pet Concierge is happy to clean up waste that has taken place while pets are in our care, including, but not limited to accidents between visits. Excess waste is additional waste that is ‘more than unreasonable’ and should have been otherwise cleaned up by the owner.

*Cannot be used for ANY Concierge Services