Switching on online bookings is one of the best things you can do for your kennel. Done right, it means clients book themselves in at any hour, your calendar fills automatically, and your phone stops ringing every time someone wants to check availability. Done badly, it means confused clients, double-bookings, and a system that creates more work than it saves.
The difference between the two is almost always in the setup. Here are the 10 things you need to have in place before you take your first online booking.
1. Define your services and availability clearly
Before anything else, you need a complete list of every service you offer — boarding, daycare, grooming, training — with accurate descriptions, durations, and pricing. Be specific about what's included. "Boarding" means different things to different kennels: does your rate include a walk? Two walks? Group play? The clearer you are upfront, the fewer questions you'll get.
Set your availability calendar accurately from day one. Block out dates you know you won't be open — bank holidays, planned closures, your own holiday. A client who books and then discovers there's no one available on Christmas Day will not be a returning customer.
2. Set your capacity limits
Know your maximum numbers before you go live. How many dogs can you safely accommodate? Do you have separate sections for large and small breeds? Is there a limit on intact males or females in season? Your booking system needs to reflect these constraints so clients can't accidentally overbook you.
If you operate different run types at different prices — standard, deluxe, suite — set these up as separate room types with their own inventory. This gives you flexibility and gives clients a choice.
3. Write your vaccination and health requirements
Decide exactly which vaccinations you require, how recent they need to be, and whether you'll accept titre tests as an alternative. Then write this down clearly in plain English — not legal jargon — and put it somewhere clients will see it before they book, not after.
Configure your booking system to ask clients to confirm they've read your requirements and that their dog is up to date. This creates a record of acknowledgement that protects you if there's ever a dispute.
4. Build your client registration form
Every new client should complete a registration form before their first stay. At minimum this should capture:
- Owner name, address, phone, and emergency contact
- Vet name and contact details
- Dog's name, breed, age, sex, and neuter status
- Medical conditions, allergies, and current medications
- Feeding instructions and dietary requirements
- Behavioural notes — dog-friendly, cat-friendly, recall reliability
Build this into your onboarding flow so it's completed before (not during) check-in. Walking a dog in while simultaneously filling out a paper form is inefficient for everyone.
5. Set your deposit and payment terms
Decide whether you'll require a deposit, how much it is, and what your cancellation policy looks like. These decisions need to be made before you go live, not after your first no-show. We'd recommend a deposit of at least 25% for standard bookings and 50% for peak periods.
Configure your payment processor and test it with a real transaction before opening bookings to clients. There's nothing more embarrassing than telling a client their payment failed on your first day.
6. Write your terms and conditions
Your T&Cs don't need to be a legal document, but they do need to cover the basics: your right to refuse admission for health or behaviour reasons, your liability limits, what happens in a veterinary emergency, your cancellation and refund policy, and your photography/social media policy if you post photos of guests.
Have clients tick a box confirming they've read and accepted these when they book. Keep a record of acceptance in case it's ever needed.
7. Set up your automated confirmations
Every booking should trigger an immediate confirmation email with all the key details: dates, drop-off and pick-up times, what to bring, your address, parking instructions, and a summary of what they've paid and what's still outstanding. Don't make clients hunt for this information — put it all in one place.
8. Configure your reminder sequence
A good reminder sequence cuts no-shows dramatically. Set up at minimum a 7-day email reminder and a 48-hour SMS reminder. Include the drop-off time, your address, and a link to your cancellation policy in both. KennelBooker handles this automatically once configured.
9. Plan your check-in process
Online booking doesn't end when the client hits "confirm." Think through what happens next. Will you send a pre-arrival checklist? Do clients need to bring anything specific? Is there a welcome pack or induction for first-time visitors?
The smoother check-in feels for the client, the more professional your operation appears — and the more likely they are to rebook.
10. Do a test booking end-to-end
Before going live, book yourself in as a test client. Go through the entire process from the client's point of view: browse your services, check availability, fill in the forms, pay the deposit, receive the confirmation. Look for anything confusing, missing, or broken. Fix it before real clients experience it.
Online booking is one of those features that pays for itself quickly — but only if the setup is right. Take the time to do it properly once, and it'll save you hundreds of hours a year.