FAQs

Trust & Credentials

What makes Steamboat Pets different from Rover, Wag, or a neighbor pet-sitter? 

Steamboat Pets is a professional, fully credentialed team - not an app-based pet-sitting service like Rover or Wag, and not a casual neighbor arrangement. Our team is Fear Free certified, Pet First Aid and CPR certified, insured, and bonded, with documented protocols for every stage of care. When you hand us your key or code, you're trusting a structured business with built-in backup coverage, consistent communication, and a long-term relationship - not a single individual whose schedule could change without notice.

What does Fear Free certified mean, and why does it matter? 

Fear Free certification is an independent credential that trains pet care professionals to recognize and actively reduce the fear, anxiety, and stress pets might experience during handling. It covers body language reading, gentle handling techniques, and creating low-stress environments - particularly meaningful for anxious, senior, or medically complex pets.

Are you insured, bonded, and background-checked? 

Yes. Steamboat Pets is fully insured through Pet Care Insurance and bonded, and every team member is background-checked before they handle keys or pets.

What happens if my regular sitter is sick or unavailable? 

We built Steamboat Pets with team depth specifically so that no visit is ever dependent on a single person being available. Your pet's care plan, routine, and notes live on our secure system, and if your regular sitter is unavailable, a backup caregiver steps in with full context; not a stranger learning your pet on the fly. This is one of the main reasons clients stay with us for years.

Getting Started

What is the Handshake-Before-House-Keys process? 

Our Handshake-Before-House-Keys is a pre-service standard - an in-person meet and greet where you, your pets, and members of our team get to know each other before any keys, codes, or bookings are finalized. You walk us through your pet's routine, feeding, quirks, medical needs, and home access. We share our protocols, answer your questions, and confirm details. When scheduling makes an in-person visit impossible, we can complete this by phone call.

Do you offer meet-and-greets before booking? 

Yes - every new client relationship begins with an in-person meet and greet. It's complimentary and typically takes 20-30 minutes at your home. For second-home owners or clients whose timing makes in-person logistics tricky, we can complete this by phone call. Both sides should feel confident in the fit before any keys change hands.

How far in advance should I book? 

We welcome requests within any time frame, and we'll do our best to accommodate all requests. For in-home overnights and holiday weeks, 1-2 months of notice is ideal; for regular walks and drop-ins, 2 weeks is usually enough. Peak seasons - late December, mid-February, summer holidays, and wedding weekends - book out fastest, especially for longer stays. We do accept last-minute requests when our team has capacity, and our scheduling depth means we can often say yes when other sitters can't.

While You're Away

How often will I hear from you? 

For in-home overnights, you receive evening and morning updates every day: photos, care notes, and any observations about your pet's mood, appetite, and behavior. For drop-in visits, walks and hikes, you receive an update at the end of each visit with photo(s) from that service. We are happy to send more frequent updates and often do. Our goal is that you never chase us for information; the update arrives before you think to ask. Many clients tell us the updates become a quiet highlight of their trip!

What do your updates actually include? 

Each update includes timestamped photos or short videos, a summary of what happened during the visit - meals eaten, walks completed, energy level, bathroom behavior - and any observations we think you should know about. Updates are sent through Time to Pet (you'll receive a text and email notification for every update), our secure client platform, so every visit is logged and easy to look back through. The goal isn't just photo proof; it's giving you enough context to feel like you were there.

What if there's an emergency with my pet? 

Every new client intake includes a detailed emergency protocol: your preferred veterinarian, a signed vet release authorization, emergency contacts, and your decision-making preferences. Our team is certified in Pet First Aid and CPR through ProPetHero and the American Red Cross, and we respond immediately and communicate clearly when anything unusual happens. It's not a scenario we hope to use, but it's one we've prepared for thoroughly so you don't have to.

How do you handle keys, codes, and home access? 

We establish home access at your meet and greet and document it in your client file. Many clients prefer a lockbox or keypad so we aren't carrying physical keys, but we can work with whatever system makes you most comfortable, including dual-key arrangements for longer stays. Every entry and exit is logged through Time to Pet, and access information is never shared outside the care team assigned to your home.

Services & Fit

Are in-home overnights the same as boarding? 

No, in-home overnights mean we stay at your house so your pet's routine, environment, and comfort stay exactly the same. For most pets - especially anxious, senior, or medically complex ones - staying home meaningfully reduces stress and lowers exposure to illnesses. The wellness benefits of staying home are one of the main reasons our clients choose us.

Can you handle senior pets, medical needs, or anxious dogs? 

Yes, senior pets, pets with medical needs, and anxious dogs are some of our most common and most rewarding clients. Our team is Fear Free certified specifically to support anxious and sensitive pets, and we have extensive experience with medication administration, mobility support, and behavioral considerations. We discuss these needs in detail at your meet and greet so we can build a care plan that fits your pet, not a generic checklist.

Do you walk multiple dogs together? 

Our Group Hikes (Adventure Club) outings are intentionally small - never more than four dogs - and every group is carefully matched by energy level, play style, and temperament. Private walks are always one household at a time, with no mixing of unfamiliar dogs. We believe structured, thoughtful socialization is healthy; chaotic group settings are not. For dogs who prefer solo time or have reactivity considerations, private walks are always an option. We have many clients that prefer private walks for timing considerations as well. 

What areas do you serve? 

Steamboat Springs is our home base, and we also serve Stagecoach, Oak Creek, Milner, Clark, and everywhere in between. For services outside the Steamboat Springs city limits, a small commute fee may apply depending on distance. If you're unsure whether we cover your area, reach out - we'd rather confirm than turn someone away unnecessarily.

Investment & Policies

How is pricing structured, and why is it priced the way it is? 

Our pricing reflects the full scope of what each visit actually includes - attentive, hands-on time with your pet, delivered by a trained and credentialed team with the systems behind them to make care reliable, safe, and genuinely stress-free. Every visit carries documented protocols, full insurance, backup coverage, and the communication cadence that keeps you informed. Current rates are listed on our Services and Pricing page.

What's your cancellation and deposit policy? 

In-home overnights and multi-day services require a 50% non-refundable deposit. Our cancellation policy is tiered by notice: 48 hours = 25%, 24 hours = 50%, and 12 hours or less = 100%. Peak-season and holiday weeks carry additional terms, since we've held capacity for you that's difficult to rebook last-minute. We always prefer direct conversation over surprises - if plans shift, tell us early and we'll work together. All policies can be found here.

Do you offer packages or memberships for frequent travelers? 

For clients who travel frequently - multiple trips per year, snowbird schedules, or regular weekly services - we're happy to discuss arrangements that fit your cadence. This can include priority scheduling during peak weeks and consistent team assignments so your pets see familiar faces. If you're a high-frequency traveler and want to talk through what would work best for your household, just ask!

Still have questions? Call or text us at 970.236.8005, email perrie@steamboatpets.com, or use the contact form.