Guest Policies
At Bun Chia Burrow, your pets’ comfort, safety, and wellbeing are our top priorities. These policies ensure a smooth stay for your pet and all hotel guests (applicable to both Montair + Viking locations, for the following services: StayCation (boarding), Retreat (bonding), and OutPatient Clinic (medical boarding).
All policies are subject to change.
Quiet Hours + Rest Time
Your pets’ wellbeing depends on proper rest. To support optimal health and stress reduction during their stay:
Quiet Hours: 10 AM - 3 PM
During quiet hours, the BCB will maintain dimmed lighting and minimal noise to allow pets undisturbed rest time. This mimics natural daytime rest patterns and supports digestive health, immune function, and overall wellness. Cameras for Standard Suite, Standard Suite XL and Free Roam Suite will still be active, but will be in night-mode.
What this means:
Lights dimmed in main areas (camera access is still available for the standard suites - visibility may be limited)
Minimal activity and noise
No scheduled cleanings or disruptions
Guests may rest undisturbed in their accommodations
Staff interactions kept to essential care only
We understand this is different from typical boarding facilities, but most of our guests are crepuscular (most active at dawn/dusk). Quiet hours allow their bodies to function at their best.
Health + Vaccination Requirements
To protect all pets in our care, the following requirements apply:
Required Documentation:
Rabbits: Proof of RHDV-2 vaccination (Medgene vaccine series, both doses completed) OR wellness note on official vet letterhead within the last 12 months that explain why the RHDV-2 vaccine was not recommended
Guinea pigs, rats, hamsters + chinchillas: Wellness note on official vet letterhead within the last 12 months (most vets will refer to their records or most recent exam)
Completed intake form with current medical history including chronic conditions, medications, and allergies; dietary restrictions or special feeding instructions
Medical Conditions: If your pet has a known medical condition, chronic illness, or is on medication, please disclose this during the reservatino process. We will require written veterinary instructions for medication administration, dosing schedules, potential side effects, primary vet contact info, and specific care instructions.
Illness Policy: If your pet shows signs of illness during their stay, we will assess the situation, contact you (and your emergency contact if you are unavailable for a response) immediately, recommend veterinary evaluation if needed, and note that any emergency veterinary care is the guardian's financial responsibility. You will be reimbursed by Pet Sitter’s if so.
Check-in Procedure
Before Arrival:
Confirm your check-in appointment the day before arrival
Provide any updated medical information
Confirm dietary preferences and feeding schedule
Share behavioral notes or special needs
At Check-In:
Arrive at scheduled time (by appointment only)
Introduce your pets and share any last-minute information
Discuss your pets’ personality, quirks, and preferences
Review quiet hours and house policies
Confirm emergency contact information
What to Bring:
All medications with dosing instructions (labeled clearly)
Personal/Comfort item (optional - a small toy or item with home scent)
Carrier
What NOT to Bring:
Their at-home set up unless originally discussed + cleared with BCB staff
Items that pose safety risks (plastic, toxic plants, etc.)
Check-out Procedures
Before Check-out: We'll provide a stay summary including eating habits and appetite, litter box usage, behavior and mood, and any notable medical observations. If using our transportation services (standard suite or free-roam suite), we will confirm check-out time.
At Check-out:
Discuss your pets’ stay experience
Ask any follow-up questions about behavior or health
Review any recommendations or observations we noted
Confirm payment and complete checkout
Check-out Time:
Checkout is by appointment only (7 AM - 12 PM)
Please arrive at your scheduled time
If you're running late, contact us immediately
Communication During Stay
Photo + Video Updates: We share daily photos and periodic video clips (upon request) of your pets during their stay. This allows you to see how cute and happy they are, while also helping us document their wellbeing.
Emergency Contact: If we have concerns about your pet's health or behavior, we will contact you immediately via phone (preferred for urgent matters), text message, or email.
Your Contact Responsibility: Please keep your phone accessible during your pets’ stay. If we cannot reach you and your pets need emergency veterinary care, we will proceed with treatment and bill you accordingly.
Visiting Policy: We ask that guardians do NOT visit during quiet hours (10 AM - 3 PM) as this disrupts the rest environment. Visits outside these hours can be arranged by request.
Behavioral Expectations + House Rules
For Your Pets: Bun Chia Burrow is designed to be a calm, enriching environment. We expect pets to acclimate to our space over 24-48 hours. Behavioral changes are normal (some pets are shy initially). We reserve the right to contact you if behavioral issues arise.
Our Commitment:
Gentle handling and respect for your pets’ personality
Species-appropriate care based on behavioral science
Enrichment and exercise tailored to individual rabbits
Monitoring for signs of stress or illness
Professional, compassionate care at all times
Dietary + Feeding Policies
Standard Diet: We will follow the diet instructions provided on your pets’ intake form.
Special Diets: If your pets require a specific diet, please include this in their intake form. Be as detailed as possible (include time of feeding).
Medication + Medical Care
Medication Administration: If your pets are on medication, provide clear written dosing instructions, label all medications clearly with pets’ name, inform us of potential side effects, and specify administration method.
Pain Management: If your pet is recovering from surgery or managing chronic pain, provide veterinary pain management instructions. We can administer medications as prescribed (for all tiers, 2 medications up to twice a day are already included), notify you of behavioral changes related to pain, and coordinate with your veterinarian for ongoing care.
Veterinary Care During Stay: If emergency veterinary care is needed, we will attempt to contact you first and contact your emergency contact second. If needed, we will transport your pet to the nearest 24-hour exotic vet if urgent, keep you informed throughout treatment, (note that all veterinary costs are the family’s responsibility, with reimbursement from Pet Sitter’s) and authorize us to proceed if we cannot reach you
Cancellation + Refund Policy
Please see our Cancellation Policies for complete details on cancellation deadlines, refund procedures, rescheduling options, and late cancellation fees.
Liabiltiy + Assumptions of Risk
While we provide exceptional care and take every precaution to protect your peth’ealth and safety, small pet ownership carries inherent risks. By reserving with us, you acknowledge that small pets are fragile animals susceptible to stress-related illness.
We cannot guarantee prevention of all medical conditions.
We follow best practices but cannot predict all outcomes
Families are responsible for all veterinary costs incurred during your pets’ stay
We are not liable for pre-existing conditions or stress-related illness
We maintain pet insurance for all guests and provide comprehensive, science-based care.
Grievance + Feedback
Your feedback helps us improve. If you have concerns about your pets’ stay:
During the Stay: Contact us immediately. We address concerns in real-time.
After the Stay: Email info@bunchiaburrow.com with detailed feedback within 48 hours of checkout.
We take all feedback seriously and will respond within 72 hours.
Questions?
Email: info@bunchiaburrow.com
Phone: (714) 485-8383 (text preferred)
Hours: By appointment only
We're happy to discuss how these policies support your pet’s best experience at the Bun Chia Burrow.