FAQ

YES, for the safety of all of our guests, all pets must be on a leash when visiting Lucky & Lady® and this includes time in our lobby and Self Wash room. Please use a standard four or six foot lead, not a retractable lead. Streets near us are extremely busy with shoppers, bicyclists, pedestrians and cars. Visitors are expected to control and maintain their pets.

For the safety of all pets in our extraordinary care, we only allow break-away or clasped collars. These are the fairly common collars most pet parents use. “Flea collars” are not permitted and these collars will be removed and discarded. We don’t permit leather or buckled (think of a person’s belt) collars. It’s okay if you forget on the first day. We’ll have extras and we’re happy to let your pet borrow one for a day or two. Please do not attach tracking devices, anti-bark devices, or any other electronics to your pet’s collar. These devices contain batteries and other components that could pose a significant risk to any pet if they are chewed or ingested.

For pet guests in our overnight Beyond Boarding and Cat Stay & Play programs, the standard check-out time is 12:00 p.m. After 12:00 p.m., a late check-out fee of $25 applies for each pet. (All reservations are customized for your pet and may include an extended check-out time. Please check your reservation details.)

All pet guests, including those in our Enhanced Day Care program, must check-out before our lobby closes at 7:30 p.m. Monday through Friday and at 7:00 p.m. on weekends. After our lobby closes we charge a fee of $10 within the first ten-minutes, then a fee of $20. These fees are assessed per pet and are in addition to any other check-out or other fees. At 30-minutes after our lobby closes, pets cannot be released from our secure facility and will be enrolled in our fantastic Beyond Boarding program until the next day. There are no exceptions to this rule and all associated fees are charged per pet.

Read more of our FAQ to learn why we will not disrupt pets in our care.

Pets in the same household receive discounted rates at Lucky & Lady. For pet guests in our overnight Beyond Boarding and Cat Stay & Play programs, each additional pet from the same household is discounted 15%. And additional pets sharing the same suite or condo are discounted another 15%. (Our software displays these discounts as being shared among all pets in the family on estimates and invoices.)

We also offer generous multi-pet discounts for pets in our Enhanced Day Care program. Ask a concierge for more information.

At Lucky & Lady, we have no cookie-cutter or one-size-fits-all models. Unique pets deserve a unique, tailored experience. We will work with you to select the best set of services for your pet and we’ll design a resort-like stay built just for your pet.

We accept all vaccinated and healthy cats. We accept all vaccinated and healthy dogs, except for the following breeds, which are restricted by our insurance underwriters: Presa Canario, Cane Corso, Pitbull, American Pit Bull Terrier, American Staffordshire Terrier, Staffordshire Bull Terrier, or any dog trained for professional canine protection.

Dogs are required to be current on the following vaccinations: Bordetella, Distemper, Canine Parvovirus and Rabies. Proof of these vaccinations is required and can be uploaded into our Client Portal. Lucky & Lady® strongly encourages, but does not require, vaccination against Canine Influenza (H3N2/H3N8) and Leptospirosis annually. Cats are required to have the Rabies and FVRCP vaccines (Feline Viral Rhinotracheitis, Calicivirus & Panleukopenia). We strongly encourage all pets to be on regular preventive programs for fleas, ticks and heartworm disease/infections as recommended by your veterinarian. All pets must be free of fleas and ticks.

All dogs meeting our breed, vaccination and health requirements are permitted at Lucky & Lady. However, in order to participate in cage-free play during the day, all dogs more than seven months of age must be spayed or neutered. Unaltered pups more than seven months of age are still eligible for an amazing stay at Lucky & Lady. We’ll build the perfect stay for every pup.

Unaltered cats are permitted in Cat Stay & Play, but unaltered cats are not permitted to share a Kitty Condo.

One flea is one too many at Lucky & Lady. For the safety of all of our guests, we do not allow pets with fleas, mites or other infestations at Lucky & Lady. All pets must be free of fleas and ticks. Your pet should be treated by a veterinarian and free of all pests before visiting our facility.

A temperament (or socialization) test is a term used to describe how we evaluate whether a dog is a good fit for Lucky & Lady®. Temperament tests are conducted on a dog’s first day of Enhanced Day Care. A temperament test is required in advance of certain Beyond Boarding reservations.

With some basic details you provide about the temperament (general disposition and approachability) of your pet, our team interacts with your pet to determine if he or she would thrive in our cage-free Enhanced Day Care program. We begin by interacting with your dog on a human level. Next, under close supervision and on a leash, we’ll introduce your four-legged family member to a small group of our “test dogs” – dogs we’ve already determined to be docile and react well in the presence of new friends. Then, it’s on to a larger group and always under human supervision. Generally speaking, we’re seeking to answer the question, “Does this dog want to be here?” Because our aim is to improve the life of the dog, we would not want to accept a dog who wouldn’t truly thrive and benefit in our environment. A temperament test lasts about three hours. A concierge or reservation specialist can answer any additional questions.

Dogs are grouped together based upon a combination of factors, including size, age, breed, temperament, sociability and energy level, among others. Because our goal is to improve the life of your pet and your relationship with your pet – and because a day at Lucky & Lady® is structured and interactive – we look at more characteristics than you might imagine to ensure your pet is as comfortable as possible and is actually benefitting by being here.

Lucky & Lady® is an Atlanta start-up aimed at improving the lives of pets and those who love them. Our founders are longtime Grant Park residents living with many pets. They began planning Lucky & Lady® in 2015, having longed for a more enriching and engaging experience for their own pets. Unable to find something more than just “picking up poop,” they began traveling the country and engaging behavioral experts to create the very best environment for pets. Lucky & Lady® is not a franchise or an open-source business model. Are we ordinary? No B*RKING WAY!^TM

No. Your pet will never be without human supervision and interaction. Lucky & Lady® is staffed 24/7/365 and anything less is unthinkable to us. You can read more about how we’re different here. Our lobby is open daily from 6:30 am to 7:30 pm and weekends from 8:00 a.m. to 7:00 p.m.

No. For the safety of all pets in our care and to ensure they’re able to rest comfortably, pets can only arrive or depart during our lobby hours. Lucky & Lady is an extremely secure pet care center and our alarm and monitoring equipment cannot be overridden. While Lucky & Lady is staffed ’round the clock, our nighttime and overnight teams are busy caring for pets and maintaining the facility.

We get it. Life happens. As long as you give us 24-hours notice for Enhanced Day Care and visits to our Grooming Spa, you’re all set. We ask for 48-hours notice for Beyond Boarding reservations and 5-days notice during holiday or peak periods. In the event reservations are not canceled in time, we will retain the deposit or charge a $50 fee.

We believe providing a pet’s medication is an element of basic care. Lucky & Lady® does not charge for administration of any common supplements, over the counter medications or prescriptions. All we require is that all medication be in its original packaging and clearly labeled with the type of medication, the dosage and frequency. Over the counter medications can only be administered if accompanied by a veterinarian’s written recommendation. For more complex medication administration, such as insulin or any subcutaneous injection, an additional fee applies.

We pride ourselves in understanding that no two pets are alike and all pets require special, individualized care. Depending on our staffing during any day or period of time, we encourage you to speak with a concierge about your pet’s needs. We cannot accept any pet with a bite history; is aggressive toward other pets or people; is pregnant, nursing or in heat; has an active transmissible disease or condition; has stitches or has been recently injured; is of certain limited mobility; or is incontinent. We cannot accept any pet that is taking liquid potassium bromide or prescribed any medication/device, which is radioactive. For any other conditions, please contact a concierge. We’ll do our best to accommodate!

Yes. Certain toys, treats and other materials are not accepted at Lucky & Lady® and, for the safety of all of our four-legged guests, please do not bring these items with you for Beyond Boarding: tennis balls or balls without holes in them; rawhide, leather or any animal skin-based treats or food; pet feeding or water bowls; “flea collars”; or pet outfits such as sweaters, costumes or “calming” vests. For pets in Enhanced Day Care, please don’t bring anything but your pet, a breakaway collar and leash. Leather or metal/steel collars are prohibited. And “flea collars” will be removed and discarded. Please do not attach tracking devices, anti-bark devices, or any other electronics to your pet’s collar. These devices contain batteries and other components that could pose a significant risk to any pet if they are chewed or ingested.

Our on-site Pet Valet service is available to pet parents with dogs enrolled in an Enhanced Day Care membership. You pull in to the specially marked Pet Valet area in front of Lucky & Lady® and we’ll come out to greet your pet and escort your pet into our facility. All we ask is that your dog is wearing a breakaway or clasped collar and has a leash.

If you supplied a mobile phone number when creating a profile in our Client Portal, we’ll send you regular text messages with updates and alerts about your services, reservations or appointments. We’ll also send messages to you while your pet is in our Beyond Boarding program with pictures or short videos of all the fun we’re having. Our SMS text service is a one-way service and we cannot read replies. If you have a question after receiving a text message, please contact a concierge.

Under normal conditions, it’s our pleasure to show you our state-of-the-art pet care facility. But until further notice our tours are suspended due to coronavirus. We’re using technology to show you our amazing space for now. When we do resume, tours work best during early weekday afternoons when pets in our Enhanced Day Care program have been engaged and our team is best prepared. Appointments are always encouraged, but not necessary. We also have a robust camera and monitoring system viewable from our lobby – it’s like a tour without walking.

Make the most of your pet’s visit to Lucky & Lady®! Learn about preparing for Enhanced Day Care and preparing for Beyond Boarding.

Lucky & Lady® PetCams provide live video feeds of pets enrolled in Enhanced Day Care and those in Lady’s Suites in our Beyond Boarding program. To view live video of your pet on your phone, tablet, PC or Mac, login to our Client Portal using your unique username and password. From the top menu, select “Photo/Video,” then “Live Webcams.” Access is only granted to parents of pets currently checked-in and in our care. If you are experiencing difficulty in accessing our PetCams while on a workplace network, it’s likely your employer’s network has blocked access to certain streaming video feeds. In this case, we recommend using a smartphone or other device connected to your personal data provider’s network.

All we ask is that you bring enough of your pet’s food required during his or her stay with us, plus a little extra. Some pet parents portion meals in zip bags and, while super convenient for our team, this is not necessary. Please do not bring a month’s supply of food in a giant container if your pet is only luxuriating with us for a few nights.