Q&A

Our employees follow a rigorous cleaning protocol and adhere to measures of social distancing, hand cleaning and face protection at all times. In the case of any employee exhibiting symptoms, he or she would be prohibited from coming to work and would be required to be tested. Please note that pets do not transmit COVID-19 to each other. We are aware that a pet’s fur could potentially carry the virus, but no serious case has been reported. We ask our customers to inform us if they are infected with the coronavirus of if they have recently been in contact with someone who has the virus.

In addition to its clean and comfortable amenities, MUZO has put in place unrivalled safety measures for it’s four-legged guests, including:

• indoor security cameras in all spaces, and outdoor security cameras in the play area and around the building;
• a fire and intrusion alarm system linked to police and firefighting services;
• sanitization and disinfection protocols;
• Four (4) separate area-specific heating, ventilation and air-conditioning systems;
• a cleaning system integrated with air ducts in all spaces;
• top-of-the-line products with proven effectiveness which are safe for the environment and for our animal guests;
• solid and durable cages and suites;
• eight (8)-foot-high fence around the outdoor park;
• double leash with harness, sized for the walker, for increased protection in case a pet attempts to escape;
• limit on the number of dogs allowed in the elevator at any one time, with mandatory accompaniment by a pet attendant;

• système de nettoyage intégré avec évacuateurs dans tous les locaux;
• produits hauts de gamme à l’efficacité prouvée, sans danger pour l’environnement et les pensionnaires;
• cages et suites à structure solide et résistante;
• clôture de huit (8) pieds dans le parc extérieur;
• double laisse avec harnais à la taille du marcheur pour une protection accrue en cas de tentative de fuite;
• nombre limité de chiens pouvant prendre l’ascenseur en tout temps, et ce, toujours en présence d’un animalier.

Yes. If you don’t have time to make the trip or if something comes up at the last minute, you can rely on MUZO Mobile, our safe and comfortable door-to-door transportation service. (It also reduces stress for you just as much as for your pet!)

MUZO’s employees are not veterinarians and cannot be held responsible for detecting or diagnosing any illness or health problem that might appear during your pet’s stay.

MUZO is dedicated to the well-being of your pet. In the case of an emergency, you (or the person identified as the emergency contact) will automatically be notified in order to determine the steps to be taken. The customer’s veterinarian is given priority. If communicating with the veterinarian on file is not possible, a veterinarian chosen by MUZO will be contacted.

Please note that, in any case considered extremely urgent, MUZO will take the pet directly to a 24-hour veterinary centre, even if you have been unreachable and have not explicitly given your consent. Emergency consultation fees and transportation costs will be charged to you. If specific treatments or further tests involving significant cost are necessary, MUZO will do its best to contact you once again in order to obtain your authorization; otherwise, MUZO will make the decision in your place and in your name, and all costs will be charged to you. A word of advice: please stay within reach!

MUZO does not accept pets that are not vaccinated. Customers/Owners who book a space do so knowing that vaccinations, although effective in most cases, do not completely protect pets from contagious diseases. We cannot be accountable for the immune systems of our guests.

Dogs

• Puppies must have completed the full series of basic vaccinations in order to stay at MUZO (usually completed at around four and a half months of age).
• The following vaccinations are required and must be up to date: rabies, DHPP (Distemper, Hepatitis, Parainfluenza and Parvovirus) and Bordetella.
• The vaccination for Bordetella (kennel cough) must have been administered within the 6 months previous to the dog’s visit at MUZO (even if the vaccination may result in a longer average immunity period).

Cats

• Kittens must have completed the full series of basic vaccinations in order to stay at MUZO (usually completed at around four and a half months of age).

The following vaccinations are required and must be up to date: rabies, calicivirus, panleukopenia and rhinotracheitis.

MUZO acts with diligence and professionalism with regard to the services provided to the pets within its care, but it cannot prevent all accidents or injuries that might happen during the normal course of a stay or during group play sessions.
By entrusting you pet to MUZO, you acknowledge the assumption of all risk of illness or injury that could be caused to your pet and you also take responsibility for any damage caused to the property or its contents, as well as for any injury caused by your pet.

: During peak periods only (see list below), for stays of 5 nights or longer in a suite, a deposit of $100 is requested upon booking. This deposit will be deducted from the total cost of services upon payment, which is made on the day of arrival.

The deposit is non-refundable if the booking is cancelled, regardless of the reason, and it cannot be transferred to another pet owner or applied to a later stay.

Peak Periods:

• Winter holidays: from December 15 to January 15
• Spring break: from February 15 to March 15
• Summer holidays: from June 15 to September 15

The cost of the stay must be paid for in full on the day of arrival.

Cancellation fees are only applicable during peak periods (see list above). A fee of 25% of the total cost of the stay is applicable to any booking cancelled less than 72 hours before the date of arrival. Any deposit required (see above) is non-refundable in the case of a cancellation.

Yes. However, MUZO reserves the right to refuse to board any pet whose behaviour is considered unacceptable. Pets who have had a contagious disease, who do not meet MUZO’s vaccination requirements OR who 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 any pet access to its services, regardless of reason (fragile health, known aggressiveness or other reason).

You can drop off and pick up your pet from Monday to Saturday between 7 a.m. and 7 p.m. and on Sundays between 11 a.m. and 7 p.m. Due to suite availability and preparation, it is however strongly recommended to drop off your pet in the afternoon (“Check-in”) and to pick it up in the morning (“Check-out”).

Yes, on condition that the pet is picked up before noon. No refund for a night that has already been paid for will be granted if the pet is picked up after noon, even if the customer advises us of his or her intention to pick up the pet early. Please note that no refund is possible during the CHRISTMAS holiday period, whether it is for a shortened stay or an early departure, on the day before the booked departure.

We cannot be held responsible for detecting the presence of parasites. MUZO recommends that you have your pet examined regularly in order to detect internal parasites (e.g. worms) and external parasites (e.g. fleas) and that you follow a preventative program with the advice of your veterinarian.

If external parasites are detected on your pet, a treatment (special bath) will be administered immediately, at your cost. In the case of internal parasites, the pet will be kept away from other animals and any treatment required will also be at your cost, including sample analysis, veterinary consultation or prescription of medication as needed.

Yes. At MUZO, we have two freezers for keeping the customer’s food cold. Please note that there is always greater risk with raw food than with dry food, but we take great care with our freezing methods and with our handling and cleaning of the bowls and other utensils necessary for the distribution of the food. However, MUZO wishes to mention that it is in no way responsible if the dog becomes sick following ingestion of this type of food, since it has no control over the product’s quality, provenance or method of conservation before its arrival at MUZO.

Yes, we accept your pet’s belongings, but we are not responsible for their loss or destruction. Please note that some dogs protect their belongings (protection of resources); if that is the case with your dog, we will ask that you not bring them, for everyone’s safety. We supply bowls, beds and cushions.

We will contact you to let you know and to find out your instructions. You can arrange for someone to get food to us, but we can also provide a portion of MUZO food at a cost of $5 per meal. In addition, we sell a selection of high-quality dry and canned food, as well as chew sticks and various treats in our boutique.

Yes, at a small additional cost.