FAQ
Frequently asked questions
In addition to its clean, comfortable facilities, MUZO has implemented unparalleled security measures for its four-legged guests, including :
- interior surveillance cameras in all rooms and exterior surveillance cameras in the playground and around the building;
- fire and intrusion system linked to police and fire departments;
- sanitation and disinfection protocol;
- four (4) separate heating, ventilation and air conditioning systems per zone;
- integrated cleaning system with evacuators in all rooms;
- top-of-the-range products with proven effectiveness, safe for the environment and residents;
- cages and suites with solid, resistant structures;
- eight (8)-foot fence in the outdoor park;
- double leash with harness at the walker’s waist for added protection in the event of an escape attempt;
- limited number of dogs allowed on the elevator at all times, and always in the presence of an animal handler.
You can pick up and drop off your pet from Monday to Saturday, 9am to 5pm.
MUZO is committed to your companion’s well-being. In the event of an emergency, you (or the person identified as the emergency contact) will automatically be contacted to decide what to do.
Please note that in the case of kennel cough, which is highly contagious, the emergency contact will need to come and collect your pet the same day.
Make sure your emergency contact is able to come and pick up your pet.
Please note that, in extreme cases, MUZO will take charge of bringing the animal directly to the 24-hour veterinary center, even if you cannot be reached to give your explicit consent. You are responsible for the cost of the emergency consultation and travel. If specific care or more in-depth examinations involving substantial costs are required, MUZO will do its best to contact you once again and obtain your authorization. Otherwise, MUZO will make the decision for you and on your behalf, and all costs will be at your expense. A word of advice: always remain available!
Be sure to read the ‘Emergency procedure’ paragraph of the service agreement for more details.
MUZO does not accept unvaccinated animals. Customers/owners who reserve a place do so in the knowledge that vaccinations, while effective in most cases, do not completely protect animals from contagious diseases. We cannot guarantee the immunity of our guests.
Dogs
- Puppies must have completed the full series of basic vaccinations to stay at MUZO (usually completed by 4 1/2 months of age).
- The following vaccines are required and must be up to date: rabies, DHPP (Distemper, Parvovirus, Hepatitis, Parainfluenza) and Bordetella.
- The Bordetella (kennel cough) vaccine must have been administered within the last 6 months prior to the planned stay at MUZO (even though the vaccine may have a longer average duration of immunity).
Cats
- Kittens must have completed the entire series of basic vaccines to stay at MUZO (generally completed around 4 1/2 months of age).
The following vaccines are required and must be up to date: rabies, Calicivirus, Panleukopenia and Rhinotracheitis.
MUZO acts with diligence and professionalism in providing services to the animals in its care, but cannot avoid all accidents or injuries that may occur in the normal course of your stay or during periods of group play.
By entrusting your pet to MUZO, you acknowledge that you assume all risks of illness or injury that may be caused to your pet, and that you are also responsible for any damage to the premises or property, as well as any injuries caused by your pet.
Please read the “Assumption of Risk” paragraph of the service agreement for more details.
Only during peak periods (listed below).
This deposit is non-refundable if the booking is cancelled for any reason, and cannot be transferred to another owner or applied to a subsequent stay.
Peak periods:
- Winter vacations: December 15 to January 15
- Spring break vacations: February 15 to March 15
- Summer vacations: June 15 to September 15
Call our Customer Service Department at 514-931-1117 for full details of our reservation, cancellation and modification policies for peak periods.
The cost of the stay must be paid in full on the day of arrival.
Yes, but MUZO reserves the right to refuse any boarder whose behavior is deemed unacceptable. Animals that have had a contagious disease, that do not meet the requirements of MUZO’s vaccination policy OR that have been in contact with a contagious disease in the 30 days preceding their stay will not be admitted to MUZO. Management reserves the right to refuse anyone access to its services for any reason whatsoever (precarious state of health, known aggressiveness, and other reasons).
Yes, as long as the animal is picked up before noon. Otherwise, no refund will be given for a night’s stay already paid for if the animal is picked up in the afternoon, even if the customer notifies us of his or her intention to pick up the animal prematurely. Please note that this policy applies only during the regular season and not during peak periods.
We cannot be held responsible for detecting the presence of parasites. MUZO recommends that you have your pet examined regularly for internal parasites (e.g. worms) and external parasites (e.g. fleas), and that you follow a preventive program with your veterinarian.
If your pet is found to have external parasites, treatment (special bath) will be given immediately, at your expense. In the case of internal parasites, the animal will be kept away from other animals, and the care required will also be at your expense, including sample analysis, veterinary consultation and prescription of medication if necessary.
Yes, at MUZO we have two freezers to keep our customers’ food cold. Note that there is always more risk with raw food than with dry food, but we take great care in the thawing method, handling and cleaning of bowls and other instruments needed to distribute this food. MUZO would like to point out, however, that it is in no way responsible if the dog becomes ill from ingesting this type of food, as it has no control over the quality of the product, its origin or the way it is preserved prior to arrival at MUZO.
Yes, we accept your pet’s personal belongings, but we are not responsible for their loss or destruction. Please note that some dogs protect their personal belongings (resource protection) and in this case, we will ask you not to bring them for everyone’s safety. We provide bowls, beds and cushions.
We’ll get in touch with you to let you know and to get your instructions. A friend or family member could send us some, but we can also serve a portion of MUZO food at a cost of $5 per meal. In addition, we sell a selection of high-quality dry and canned foods, chew sticks and various treats in our boutique.
Yes, for an additional fee based on the number of medications, supplements, vitamins and ointments to be administered.