Frequently Asked Questions

Services

We offer overnight stays of pets at the homes of our vetted and experienced Pet Hosts, with a minimum stay of 2 nights.

We also offer pick-up and drop-off transportation service (from your home to the home of the Pet Host).

For pricing, please visit the Plans and Pricing page.

No, it is not. We believe that pet hotels are stressful and noisy environments for pets, and that they should be offered a stay at one of our peaceful and cozy Nana’s Homes.

Nana’s Homes are apartments or houses of our Pet Hosts.

Once we know the specific needs and personality of your pet, we check which of our Pet Hosts matches your pet in terms of lifestyle (e.g. working from home), home (e.g. elevator access), personality (e.g. outdoorsy/active?), preferences, distance, and of course availability during the requested dates.

No, at this moment we don’t offer day care services. We offer overnight stays only, with a minimum stay of 2 nights.

No, we don’t offer pet sitting at the homes of owners. We only host pets at the Pet Hosts’ places.

That depends on your pet. Do they get along with other dogs and cats?

As a rule, we don’t accept more than 2 pets per house at one time, if previously agreed with both owners and the Pet Host.

Club Membership Plans

We value long term, trustworthy relationships with the pet owners, pets and our Pet Hosts. Our Club concept provides a reliable network of support for both owners (in case of emergency last minute cancellations) and for Pet Hosts (asking for advice to other Hosts that already took care of this specific pet, asking for backup, etc).

Nana’s Home Club is a membership plan that gives you access to this network, offers you lower rates per night and for the transport service, priority on waitlists during high season, more flexible free cancellation policy, and other seasonal discounts.

You can cancel your Nana’s Home Club membership at any time except during an ongoing stay of your pet at Nana’s Home. After cancellation, you will continue to have access to the service through the end of your billing period. To cancel, go to the “Account” page, View your current subscription under “Subscriptions” tab, and follow the instructions for cancellation.

If you cancel your membership, any upcoming bookings you have confirmed for your pet will be charged at the rates for non-members and you’ll need to settle the difference in price in order to keep your booking.

Yes, your subscription is set to renew automatically using your payment method on file. The membership fee will be charged to your Payment Method on the specific payment date indicated in the “Subscriptions” tab in My account. The length of your billing cycle will depend on the type of membership that you choose (monthly or yearly).

In some cases your payment date may change, for example if your Payment Method has not successfully settled, when you change your subscription plan or if your paid membership began on a day not contained in a given month. Log in on the website, and click on the “Subscriptions” tab in My account to see your next payment date. This. You can manage or cancel this subscription from My Account page.

For us to start the process of matching your Pet with the best available Pet Host, if you’re not a member of Nana’s Home Club, you will be charged a downpayment of €20. This amount is only discounted from your final payment in case you complete the booking.

Booking & Payments 

You request your booking through our calendar. If you’re new to Nana’s Home, please choose your membership plan and register your account first.

After you submit your booking request, we check which of our Pet Hosts matches your pet in terms of lifestyle, home, personality, preferences, distance, and of course availability during the requested dates.

We then send you a PDF file with information about that Pet Host. If this look good to you, will connect you in a WhatsApp group where you can schedule an (optional) meet and greet. If both sides are happy, we send you a payment link. Your booking is confirmed upon payment.

You can cancel your booking by sending us an email at hi@nanashomepetsitting.com or sending a WhatsApp message on  +31625552804.

If you choose to shorten the duration of your booking while it is in progress, you are not entitled to a refund of the part you are not making use of and you are liable to pay for 100% of the fees.

If you cancel the service in advance, the following cancellation policy applies:

For Nana’s Club members

Should you wish to cancel your booking after it is confirmed, you must do so no later than 72 hours in advance of the check-in date in order to be eligible for a complete refund.

If you cancel your booking later than 72h before check-in, but before 24h before check-in date (midnight), you’re eligible to 50% refund.

If you cancel later than 24h before check-in date, you are liable to pay for 100% of the fees.

For Non-members

Should you wish to cancel your booking after it is confirmed, you must do so no later than 7 days in advance of the check-in date in order to be eligible for a complete refund.

If you cancel your booking after 7 days before check-in, but 72h before the check-in date (midnight), you’re eligible to 50% refund.

If you cancel your booking after 72h prior to check-in date, you are liable to pay for 100% of the fees.

Although having medical and third party liability insurance is not a requirement for booking our services, we strongly recommend having both, as you can then claim the costs.

We do our best to prevent accidents based on the information your provide (e.g. roll up the carpet if a dog has peeing accidents). However, a pet’s behaviour can be different in a new environment and the owners are responsible for covering costs of any damages made during your pet’s stay at one of the Nana’s Homes.

Owners are also responsible for covering any medical and transport costs if your pet needs to go the the vet during the stay at one of the Nana’s Home.

In order to collect such expenses from you, we will send you another payment link, along with a specification and evidence (receipts or invoices) of any expenses incurred.

Finding the best possible Pet Host for your pet takes time and effort. The downpayment of €20 is refundable only in case you complete the booking.

Our Pet Hosts 

Yes. Our Pet Hosts go through the application process and an interview where they share about their background, lifestyle, and experience with taking care of pets.

We also verify our Pet Hosts identity, confirm their address, and see the space in which they live to make sure it’s a supportive environment for pets.

Once we know the specific needs and personality of your pet, we check which of our Pet Hosts matches your pet in terms of lifestyle (e.g. working from home vs. the office), home (e.g. elevator access), personality (e.g. outdoorsy/active), preferences, distance, and of course availability during the requested dates.

Of course. Once you are connected on a WhatsApp group, you can schedule an optional meet & greet at a Pet Host’s home so that you can see the space and your dog can sniff the new location.

The Stay

On the day of the check-in, bring your pet and the below items to the address of your Pet Host:

  • food and treats
  • food and water bowls
  • leash and collar
  • poopy bags
  • pet passport and vet information
  • favorite toy(s)
  • bed and/or blanket, if needed
  • medication, if needed
  • brush(es), if needed

Cats:

  • food and treats
  • food and water bowls
  • litter box and change of litter
  • pet passport and vet information
  • favorite toy(s)
  • bed and/or blanket, if needed
  • any medication, if needed
  • brush(es), if needed

We also offer pick-up and drop-off transportation service (from your home to the home of the Pet Host).

For pricing, please visit the Plans and Pricing page.

Yes, you’ll receive frequent updates about your pet, along with photos and videos of their stay in the WhatsApp group

Our Pet Hosts take commitment and responsibility seriously and they never accept bookings if they aren’t sure they will be available during the requested dates. We confirm their availability with them before the booking.

However, in an unlikely event that your Pet Hosts cancels because of illness or emergency, we have a network of 30+ Pet Hosts in and around Amsterdam and we’ll do our best to find you a replacement quickly.

In case of any health concerns, unless it’s a life threatening situation,  your Pet Host will send you photos/videos of the issue and consult you about the course of action. For minor issues, you can call the vet for advice and usually the visit can wait until after your holidays.

However, if a prompt visit to the vet is advised, your Pet Host will take your pet to the vet. Any expenses incurred by the pet sitter for transport to and from the vet, medication, and the visit itself, are not included in our fees. You must reimburse any such expenses afterwards. In order to collect such expenses from you, we will send you another payment link, along with a specification and evidence (receipts or invoices) of any expenses incurred.

If your pet needs more food or any other items during the stay, your Pet Host will be happy to buy it from a local (pet) store.

We will send you a receipt along with a payment link to reimburse these extra costs to them.

If you know in advance that more food or litter will be needed, you can also order the items online directly to the Pet Hosts’ home.

We do our best to prevent accidents based on the information your provide (e.g. roll up the carpet if a dog has peeing accidents). However, a pet’s behaviour can be different in a new environment and the owners are responsible for covering costs of any damages made during your pet’s stay at one of the Nana’s Homes.

In order to collect such expenses from you, we will send you proof of any damages (photos/videos), estimation of the costs, and receipts or invoices along with a payment link.

If you have a third party liability insurance, you can try and claim the damages with your insurer.