5 Surprising Things I Learned When I Opened My Pet Boarding Facility

I still remember the day we opened our doors. The paint was fresh, the kennels were gleaming, and my heart was a nervous, excited drum solo. I’d spent years dreaming of this, planning every detail of my very own pet boarding facility. I thought I was prepared for anything. I’d worked in shelters, read every business book I could find, and I knew dogs and cats like the back of my hand.

Turns out, I had a few things to learn.

The pet boarding industry isn’t just about loving animals—though that’s the non-negotiable, number one requirement. It’s a complex, challenging, and incredibly rewarding business. Statistics show that pet owners are spending more than ever on services like boarding, seeking out high-quality care that gives them peace of mind. This creates a huge opportunity, but also a high bar for service.

If you’re dreaming of opening your own facility, here are five surprising things I learned on my journey—the stuff that goes beyond the business plan.

1. You’re Actually in the People Business

This was my biggest “aha!” moment. I got into this business for the animals, but I quickly realized my success depended on my ability to connect with their humans. You are not just caring for a pet; you are caring for a cherished member of someone’s family.

Owners are entrusting you with something precious. They will be anxious, have a million questions, and need constant reassurance. Building trust is your most important job. This means:

• Active Listening: Really hear their concerns. Take detailed notes about their pet’s quirks, fears, and favorite things.
• Clear Communication: Be proactive with updates. A simple photo or a short email saying, “Fluffy is having a great time and just finished her dinner!” can turn a worried owner into a lifelong client. Services that offer “Pet Postcards” are a game-changer here.
• Empathy: When a client is heading off on vacation and gets teary-eyed at drop-off, you need to be their rock. Reassure them, show them you care, and follow through on your promises.

2. The Sound of Silence is Golden (and Rare)

A quiet kennel is a happy kennel. I thought a boarding facility would be a constant symphony of barks, and to some extent, it is. But I quickly learned to distinguish between happy, playful barks and stressed, anxious ones.

A well-managed facility focuses on minimizing stress. This isn’t just good for the animals; it’s good for your sanity and your staff’s. This means:

• Smart Scheduling: Staggering check-in and check-out times can reduce the chaos and anxiety of too many dogs coming and going at once.
• Thoughtful Housing: Don’t just put dogs in any available run. Consider their size, temperament, and noise level. Sometimes placing a quiet dog next to another quiet dog can make a world of difference.
• Enrichment Activities: A bored dog is a noisy dog. Regular walks, playtime, and puzzle toys can keep their minds engaged and their stress levels down.

Anecdote Corner: We once had a Beagle named Buster who would bay his little heart out whenever he got lonely. We tried everything. Then, one of our junior staff members suggested putting a radio on quietly in his section of the kennel. We tuned it to a classical music station, and the change was miraculous. Buster was calmer, and so was the entire block!

3. Cleaning is a Full-Time Job (and Then Some)

I knew it would be important. I did not realize it would be an all-consuming, Herculean task that never, ever ends. A clean facility is non-negotiable for health, safety, and client perception.

The moment a potential client walks in, their nose will tell them a lot about your business. You can’t just clean; you have to deep clean, constantly. This involves:

• The Right Tools: Invest in high-quality, pet-safe disinfectants, power washers, and durable cleaning equipment.
• A Strict Protocol: Create a detailed cleaning schedule for your staff. Kennels should be disinfected daily and between every guest. Play areas, toys, and bowls need constant attention.
• Odor Control: It’s not about masking smells with artificial fragrances. It’s about eliminating the source with good ventilation and relentless cleaning.

4. Data is Your Best Friend

When you start, you might think you can keep track of everything in your head or with a simple spreadsheet. Trust me, that system will crumble faster than a dog biscuit in a kennel full of Labradors.

You need to track everything:

• Pet Information: Vaccination records, feeding instructions, medical needs, behavioral notes. This isn’t just nice to have; it’s critical for safety.
• Booking Information: Who is checking in/out and when? Which kennels are occupied? Are there any special requests?
• Financial Data: Invoices, payments, deposits. You’re running a business, and you need to know if you’re profitable.
• Client History: Keeping a log of past stays, preferences, and feedback helps you provide personalized service.

Manually managing all this is a recipe for disaster. This is where a robust kennel management software becomes the MVP of your business. It automates bookings, tracks vaccinations, manages invoicing, and keeps all your critical information in one secure, accessible place.

5. The Emotional Highs and Lows are Intense

You will experience the highest of highs. The joy of a timid dog finally coming out of its shell. The gratitude from an owner who was able to take a much-needed vacation without worry. The wagging tails and happy greetings every single morning.

But you will also face challenges. A pet might get sick. Two dogs might have a tiff. You might have to deal with a difficult client. The responsibility can feel immense.

What I learned is that resilience is key. Celebrate the wins, learn from the challenges, and build a strong support system—both personally and professionally. Your staff, your fellow pet-preneurs, and even your loyal clients are all part of your pack.

Opening my pet boarding facility has been the hardest and most rewarding thing I’ve ever done. It’s more than a business; it’s a community built on a shared love for animals. If you’re ready for the challenge, the journey is absolutely worth it.

Thinking about the next steps? Don’t let the paperwork and logistics overwhelm you. Pet Manager was designed by pet-preneurs, for pet-preneurs, to handle the heavy lifting of running a facility. See for yourself by starting a FREE 30-day trial at https://petmanager.app/accounts/signup.