Frequently asked questions

We're inside Westfield London on Ariel Way, Shepherds Bush, W12. We're easy to reach from across West London, and our Mutt Mobile covers door-to-door pick-up and drop-off within 5 miles of the club.

We're open 8am to 11pm. The standard daycare day runs 8am to 6pm, full of our Mutt Skool curriculum, play, and rest. Evening care from 6pm is bookable for later pick-ups, perfect if you're heading into the West End for dinner or a show, and our Hotel is staffed around the clock. Reception is open Monday to Saturday 8am to 6pm, and Sunday 10am to 6pm. Outside reception hours, please only call if your dog is currently on-site with us. For anything else, we'll kindly ask you to call back when reception reopens.

We'd love that. You're welcome to pop in for a tour anytime between 9am and 5pm Monday to Saturday, or 11am to 5pm on Sunday. There's no need to book ahead, just come and say hello and we'll happily show you around.

Almost any. We welcome all breeds and sizes, and we group dogs by temperament and play style rather than by size, so everyone gets the right kind of day. The one exception is breeds on the UK banned list, such as the XL Bully, Pit Bull Terrier, Japanese Tosa, Dogo Argentino, and Fila Brasileiro, which we're unable to accept.

It might be, and the best way to find out is to meet them. Every new dog starts with a Taster Session so we can see how they settle and get on with the group. It really helps to be open on your dog's application form too: the more detail you share about their personality, quirks, and any triggers, the better we can read them and set them up to succeed. We'll always be honest if we think a different setup would suit them better.

We understand the instinct, but no, and we say that with your dog's safety at heart. Urban Mutts is a daycare and hotel for dogs who are already comfortable and well-socialised around other dogs. We're not a behavioural rehabilitation or training facility, and putting a reactive or aggressive dog into a busy group in the hope they'll learn to socialise isn't fair on them, the rest of the pack, or our team, and it simply isn't how socialisation works. If your dog struggles around others, the right first step is one-to-one work with an accredited behaviourist or trainer. Once they're in a happier, more settled place, we'd genuinely love to meet them for a Taster Session.

Your dog arrives to a Daily Wellness Check, then moves through a mix of structured Mutt Skool activities, supervised social play, enrichment, and proper rest. Rest is the part many places skip: we build real downtime into every day, so your dog comes home calm and content rather than wired or crashing. A dog that's completely wiped out usually isn't a happy-tired dog, it's an overstimulated one, and balanced days are exactly how we avoid that.

It's our curriculum, built around four pillars (the 4 E's) that weave learning and play together to keep your dog stimulated, social, and soundly asleep by bedtime:

• Education: building skills, from everyday obedience to fun tricks.
• Engagement: group games, challenges, and plenty of stimulation.
• Enrichment: brain games, problem-solving, and new skills.
• Exercise: zoomies, agility, and playtime with friends.

Puppies can join once they're fully protected by their primary vaccination course, which is two weeks after their second jab, usually around 12 to 15 weeks of age. Before then their immune system isn't quite ready for a social setting. Once they're cleared, the earlier they start the better: those first few months are golden for socialisation, and it's exactly when we can help shape a happy, confident dog.

It's our first proper hello, and our assessment of how your dog gets on. Tasters run daily from 12 to 2pm, and your dog gets a condensed version of a normal day with us. We start by bringing them into the Club on their own so they can settle and explore, then we introduce our dogs to them one at a time, reading every interaction. From there we run a shortened version of our 4 E's curriculum and a little scent work. Throughout, we're watching for two things in particular: any signs of aggression or reactivity, and how anxious or relaxed they are. How they get on during their Taster shapes what level of access they start with, so we can build their confidence at the right pace.

Not at all. Most of our members settle into the same days each week because dogs love a routine, but you're never tied to any particular day. If you're on a membership, it's best to book all the days you need at the start of the month so your spots are secured. And if you'd rather keep things completely flexible, Paw As You Go is always there with no commitment.

Members and Hotel guests receive a Daily Pupdate, with photos and a note on how their day went. The Daily Pupdate isn't part of Paw As You Go, but you'll never be left in the dark: the team will always fill you in on how the day went when you collect your dog.

Yes. At the rear of the club we have a sheltered terrace with soft artificial grass toilet areas. It's the best of both worlds, tucked safely within the unit but open to the fresh air, so dogs get a proper breath of outside while staying snug and secure. We encourage them out there throughout the day to do their business, which keeps things clean and comfortable indoors and means there's always a familiar spot for them to go.

Where we can, yes. As long as you've given us consent to walk your dog in their application form on the WoofBook App, we'll happily take them out when the day allows. Walks do depend on a few things, though: the weather, how many team members are in, and how many dogs are on-site all play a part. To keep every dog safe and properly supervised we hold a 1:6 staff-to-dog ratio, and our Hotel guests are prioritised for walks as they're with us around the clock. So while daycare dogs may well head out for a wander, a walk isn't guaranteed as part of their day. What is guaranteed is a full, balanced day of play, enrichment, our Mutt Skool curriculum, plenty of toilet trips to the terrace, and proper rest.

No two days are the same. Some are lovely and quiet, others are bustling and full of energy. We can have up to 33 dogs on-site at any one time, always grouped by temperament and play style and watched over by our team, so the day stays balanced however busy it gets.

Daycare opens at 8 AM, and that's the earliest we can take dogs in. Overnight, our Night Guardians are on duty caring for our Hotel guests right up until 8 AM, when the daycare team come in to take over for the day. Dogs are never left unsupervised in the Club, so we can't accept drop-offs before we open.

Of course. If your dog usually eats during the hours they're with us, just pop their lunch in their bag and we'll make sure they get it. One thing worth knowing: it's completely normal for dogs not to eat much in a new environment, and some won't even take a treat at first. So please don't worry if that happens, it settles as they grow comfortable here.

Just your dog, their lead, and their collar or harness. If you'd like, you're welcome to leave their lunch and we'll make sure they get it.

Each guest has their own private Sleep Hut in a calm, climate-controlled space designed entirely around dogs.

Always. Our Night Guardians are on-site from 8pm to 8am the next morning, watching over our guests through the night, and our Club team take over through the day, so someone is always with your dog and they're never left alone.

Of course they can, and there's a little multi-dog discount when they bunk in together.

Absolutely, so everyone gets their own calm space. Just bear in mind you'd be paying for two individual Sleep Huts, with no multi-dog discount in that case.

Yes. Every boarding dog gets a Daily Pupdate, whatever their daycare plan.

The absolute basics are their lead, their collar or harness, and enough food to see them through their whole stay. Beyond that, it's up to you. Many guests arrive with their own bed, a favourite blanket, a few toys, their food and water bowls, and a coat, all the little home comforts that help them settle. Ahead of every stay you can fill in exactly what you're bringing using the Stay Prep feature in the WoofBook App, so nothing gets forgotten and we know just what's come in with your dog. Oh, and most importantly: don't forget your dog.

It depends on your membership. Pack Leader and Top Dog members can book up to 6 months ahead, while Paw As You Go, Socialite, Socialite+, and The 24 Club can book up to 3 months ahead. Christmas and school holidays fill up first, so book as soon as your membership allows you to.

For any first Hotel stay of 3 nights or more, we run an Overnight Trial beforehand, a relaxed first sleepover so your dog gets comfortable with us before a longer booking. Normally it works in two steps on separate days: first a Taster Session to meet your dog in the daytime, then the Overnight Trial. Occasionally, for a dog who takes to the club brilliantly and shows no signs of anxiety, we can combine the two: do the Taster and roll straight into the Overnight Trial, with collection at 12pm the next day. That's rare, but lovely when it happens. Either way, it's all about making sure your dog feels completely at home before their proper stay.

Honestly, no, not when we've never met your dog. Please check with your local council first, as many keep a list of facilities for last-minute and emergency stays. We're simply not the go-to for this. That said, we're always open to a conversation: reach out, and if we feel we could safely accommodate your dog, we may be able to help, but please don't rely on us. And whatever the situation, no up-to-date vaccination records means no entry. Our apologies, but that one is non-negotiable.

We're sorry, but no. Our Hotel isn't a traditional kennel where dogs are shut in their pens: every guest joins the Club during the day, so all boarding dogs need to be comfortable and well-socialised around others. If your dog finds other dogs difficult, the kindest first step is one-to-one work with an accredited behaviourist or trainer. Once they're in a happier, more settled place, we'd love to welcome them.

Not at all. Grooming is open to everyone, and depending on your membership level, you may enjoy a discount on top.

With a Puppy Groom. It's designed specifically for first-timers: a gentle, positive, no-pressure introduction to the salon so your dog learns it's a lovely place to be.

It depends on their coat type and lifestyle, but as a guide we recommend every 6 to 8 weeks, and it's always best to keep your dog on a regular schedule. Tell us about your dog and we'll recommend a routine that keeps them looking and feeling their best. A quick word on booking ahead: we deliberately keep things calm in the salon, with two groomers a day looking after just four dogs each, rather than rushing as many dogs through as possible. It means your dog gets proper time and care, but it also means our diary tends to be full around two weeks out. We'd gently encourage you to pre-book your next groom so we can guarantee your spot. Leaving it too long between visits is also how coats end up matted, which is uncomfortable for your dog and can mean a de-matting charge on the day, so staying on schedule really does pay off.

It really depends on the dog: their size, coat type, and how settled they are on the table all make a difference. As a guide, a full groom takes anywhere from around 1 hour to 2.5 hours. We never rush it, because we'd always rather take the time to do things properly and keep your dog calm and comfortable throughout.

We do. We assess each dog individually, allow extra time so there's no pressure, and for older dogs we'll consider whether they're comfortable standing for what can be a couple of hours. When it's the right call, we'll do a Welfare Groom, where aesthetics go out the window and your dog's comfort is the only thing that matters. We'll always keep you informed and do whatever's kindest for your dog.

To get started, hit Join The Club at the top of this page and complete your dog's application in the WoofBook App. From there, everything runs through your Pawrent Portal, where you can book daycare, hotel stays, and grooming, and manage your membership all in one place.

We'd genuinely love to help, but no, not on the day. Every dog needs to be set up with us before their very first visit: that means a completed application and up-to-date vaccination records in place, plus a Taster Session so we can meet them properly first. Taster Sessions run daily from 12 to 2pm. We can't admit any dog to the Club without their vaccination records and that first introduction, it's how we keep every dog here safe and happy. So it's well worth planning ahead: get the application and Taster sorted, and after that, dropping off while you shop is a breeze.

Memberships save you £14 to £26 a day versus Paw As You Go, and add perks like the Daily Pupdate, grooming and retail discounts, and hotel booking priority. Paw As You Go is exactly what it sounds like: flexible, pay as you go, no commitment.

Yes, and how depends on your tier. Socialite, Socialite+, Pack Leader, and Top Dog are all monthly rolling, so you simply let us know by the 20th of the month if you won't be renewing. You can do this yourself in your Pawrent Portal on the WoofBook App. The 24 Club is a little different: it's a 12-month commitment with a 6-month break clause. If you'd like to end early at the break, just let us know by the end of month 5. We'll then reconcile the credits you've used against the 12 you'd have earned by that point. If you've used more than your share, a small exit fee may apply to balance things out, and if you've used fewer, there's nothing further to pay. We'll always walk you through the numbers so it's clear and fair.

Membership payments come out on the 1st of every month by Direct Debit. If you'd like to change your plan or cancel, the deadline is the 20th of the month, as the Direct Debit is triggered a day or two later so the funds land on the 1st. (You'll find a pro-rata explanation for your first month over on the Daycare page.)

No, so it's worth planning your dog's days to make the most of them. On our monthly rolling memberships (Socialite, Socialite+, Pack Leader, and Top Dog), credits don't carry into the next month, so it's up to you to use your sessions within the month. On The 24 Club, your 24 credits are used across the 12 months and nothing rolls over into the following year.

Our memberships work a little like a gym, so there isn't a pause option. With the monthly rolling plans, if you cancel, that's that, but the good news is you can restart anytime from your Pawrent Portal in the WoofBook App whenever you're ready to come back. The 24 Club is different again. As a 12-month commitment it can't be paused, but it does have a 6-month break clause that lets you end your agreement early. To do so, just notify us by the end of month 5. So if you started on 1 June, you'd let us know by the end of October, with your agreement then ending on 30 November.

You can manage bookings in the Pawrent Portal. Notice periods depend on the service:

• Hotel, Standard rate: cancel at least 7 days before check-in.
• Hotel, Flexi rate: cancel at least 2 days before check-in.
• Grooming: cancel at least 48 hours before your appointment.
• Walkies: cancel at least 24 hours before.
• Daycare Members: use your credits within the month. It's always at our discretion, so if we're already turning dogs away, a late cancellation may forfeit the credit.
• Paw As You Go: cancel by 6pm the day before. Anything cancelled after 6pm the day before, or on the same day, is charged in full.

It's our door-to-door pick-up and drop-off service, covering up to 5 miles from the club. Morning runs are 8 to 9:30am and afternoon runs are 4 to 5:30pm. Pop your postcode into the calculator on our Contact page for an instant estimate.

Our Walkies service is available to pawrents whose home address falls within W11, W12, or W14. If that's you, you can get your walks set up in the WoofBook App.

DHP (Distemper, Hepatitis, and Parvovirus) and Leptospirosis are required by law and are non-negotiable: no DHP and Lepto, no entry. We don't accept titre tests, breed exemptions, or breeder agreements or contracts in their place. You'll upload your dog's clinical history from your vet to your Pawrent Portal in the WoofBook App. We strongly recommend sending vaccination and veterinary records ahead of time so we can approve them: out-of-date or inaccessible records on the day mean we have to turn dogs away or reschedule.

It's strongly recommended but not mandatory. Kennel Cough is airborne and spreads through moisture, so a dog can pick it up almost anywhere, even from a droplet on a blade of grass, and it can't be traced to any one place. For that reason, as set out in our Terms & Conditions, if your dog isn't vaccinated against Kennel Cough and catches it, Urban Mutts Hotels Ltd cannot be held responsible or liable.

Yes, for both daycare and hotel guests. Please send your dog's medication in with clear, foolproof instructions: what to give, how much, and when. If you're ever unsure yourself, our on-site Palace Vets team can take a look at the medication your dog has come in with and make sure everything's spot on.

No. Boys and girls are both welcome, neutered or not. The one rule for girls: a female in season cannot attend any service, whether daycare, a hotel stay, or grooming. From the start of her season (the first sign of spotting), she must stay away for four weeks before returning. If your girl needs daycare throughout the year, we'd gently suggest spaying. For the boys: daycare is an ongoing assessment, and a busy, social environment can occasionally over-excite an entire male, with persistent humping the usual giveaway. If we feel he's getting too stimulated, we'll have a quiet word with you. It's a 'see you later', not a goodbye: often a little maturity, some training, or neutering settles things, and he's soon back to enjoying his days with the pack. The full policy is on our Terms page.

Yes, all dogs should be up to date on their flea and worming treatment to keep the whole pack safe.

Every dog has a Daily Wellness Check and is supervised throughout the day. If we spot anything, you have options: leave it with you to consult your own vet, or, for peace of mind, the Palace Vets team on-site can take a look. We'll always try to reach you first.

Yes to both. We're fully licensed by the London Borough of Hammersmith & Fulham under licence number 2025/01309/ANIMBD, and we're fully insured, so your dog is in safe, accountable hands every moment they're with us.

Yes, it's called a Taster Session and every new dog must have one. It's £35, and it lets us meet your dog, see how they settle into the group, and make sure the club is the right fit. Some behaviours, such as obsessive humping, aren't suited to group daycare, and it's one of the things our team keeps a close eye on.