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THE HOUND HOTEL - FAQ

GENERAL

THE HOUND HOTEL is the hottest spot in town and everypawdy wants to make a dogservation! It’s where happy hounds hang out. It’s a loyalty program that goes to a whole new level. I promise loving your dog has never been so rewarding!

It’s time to kick your kennel to the curb and check in to THE HOUND HOTEL. Which has five levels, starting at The Lobby. You’ll want to keep fetching rewards and do your dog-gone best to be pupgraded to The Penthouse! Reserved exclusively for the world's top dogs to enjoy lavish digs.

Your room key at THE HOUND HOTEL is your all access pass to exclusive rewards. To unlock each level you need to do one thing: earn points.

There’s plenty of ways to earn points, and turn those points into awesome rewards! With each new level you unlock more exclusive benefits.

So where do you start? By checking in...

THE LOBBY

Now that you’ve checked in, take the time to have a sniff around and see what’s on offer, our rewards program has lots of bone-us offers that are sure to get your tail wagging. 

Right out of the gate you’ll enjoy the benefits of FREE personalised laser engraving on any collar or leash, plus a $10 gift card you can put towards your first purchase. Not to mention exclusive content delivered straight to your inbox, and some extra cash to splurge on buying yourself the BEST Birthday gift ever! Here in The Lobby you’ll receive a $15 gift voucher, but when you get to The Penthouse you’ll receive a whopping $240 on your special day!

At any stage you can share me with your friends and give them 5% off their order, unlocking for you a 5% discount for every friend you successfully share your discount with. 

For every dollar you spend you’ll be awarded 10 points, coupled with the chance to double the amount of points you earned for your purchase. It’s like the express lane to help you get up a level. So you get your name on the list at the bar to enjoy a refreshing beverage a whole lot faster.


THE BAR

You've arrived just in time it's Yappy Hour! The bar is packed with plenty of hard licker and filled with a bunch of party animals - it’s the perfect place to go chasin' tail! So come, in kick back, relax and have a drink, the Muttini’s are on me, you can be sure no one is getting served hair of the dog here. 

The Bar is a place where you should definitely invite your friends, the more the terrier! If you invite a friend along you can give them 10% off their order, unlocking for you a 10% discount for every friend you successfully share your discount with.

You’ll receive a $5 gift card which you check-in to The Bar and exclusive invites to enter competitions with major prize pools.

If you are in The Bar on your birthday the value of your gift card will double to $30 on your special day!

For every dollar you spend you’ll be awarded 20 points. It’s my way of doubling down to help you take it to the next level and start enjoying life by The Pool so much sooner!

THE POOL

I hope you packed your Pupkini's because it's time to stay cool by the pool! You'll want to be sure to dip more than a paw in, the waters mutty fine!

This is the perfect place to show off your best doggy paddle, take a nap in the sun and working on getting the best doggone tan in town. Before retiring to a K9 cabana to sip on a Pina Chihuahua or few glasses of Dog Perignon.

The Pool is a place you’ll definitely want to double dip, so invite your friends and give them 15% off their order, inflating your savings to 15% off for every friend you successfully share your discount with.

You’ll receive a $30 gift card to splash however you like when you check-in to The Pool and access to secret flash sales!

If you are poolside on your birthday the value of your gift card will double again to $60 and I’ll be sure to throw you a pool party and a stick (obviously).

For every dollar you spend you’ll be awarded 30 points, this boost in points is sure to help you check in to the next level at a more rapid pace!

THE SPA

Get fluffed !!! Pampered pups, handsome hounds it’s time to get zenned for a pawdicure, flea bath and jolly good phoofing! You will look a million dollars by the time you leave, ready to strut the red carpet for the puparazzi.

At The Spa they offer a great couples massage, so invite a friend and give them 20% off their order, you’ll be able to relax your spending too with 20% off for every friend you successfully share your discount with.

You’ll receive a $60 gift card to enjoy a little retail therapy when you check-in to The Spa. As well as a more zen shopping experience come launch time - with exclusive preview and preorder opportunities for new and limited stock items, and up to 24 hours of exclusive private shopping time before any new launch.

But the special treatments on offer don’t stop there, you’ll also receive FREE SHIPPING on all your orders as well as FREE personalised laser engraving on all collars and leashes you purchase.

If you are treating yourself to a spa day on your birthday the value of your gift card will double again, yes like again-again! To $120.

For every dollar you spend you’ll be awarded 40 points, when you’re so close to the penthouse I’m sure these extra points won’t be taken fur granted.

THE PENTHOUSE

Congratulations! This is it. You’ve made it in life. You’re officially a top dog, a leader of the pack, a rare breed, a penthouse pet and living a life of luxury at the very top of THE HOUND HOTEL.

So welcome to The Penthouse, where all the top dog’s party and the finest hospitality has been unleashed. Canine connoisseurs prepare to be one spoiled hound and enjoy lavish digs with uninterrupted views of Central Bark.

You’ll receive a $120 gift card when you check-in to The Penthouse! That should help you close the deal on that item you’ve had on the top of your wish list for a while now! 

Now you are the master your personal butler will be the one fetching whatever you throw at him. On your birthday he will bring you gift card valued at an epic $240!

The Penthouse is a wicked place to throw a pawty, every man and his dog will be begging to be your friend! So invite your wolf pack, when they arrive you can turn up the subwoofer, play a little “whippet good” and you mutt as pop a few bottles of Dog Perignon. You’re sure to have a howl of a time! Then when you are all dog tired there is plenty of beds so no one will have to ruff it, plus your pals can stay for a dog's breakfast the next morning before making a dognified exit. On their way out they won’t leave empty hounded because you can give each of them 25% off their order! Fur good measure you’ll also receive 25% off for every friend you successfully share your discount with. 

During your stay in The Penthouse you will be welcomed into my inner circle, have the inside scoop and actually get to take part in my product development process: an invite-only product development program where you will be sent unreleased samples to test out. I’ll get your feedback and make them even better. 

For every dollar you spend you’ll be awarded 50 points, exactly what you need to keep this elusive top spot!

Of course, all my hounds around the world can be a part of my loyalty program.

Even if you are one of my FURiends, you will need to sign up to THE HOUND HOTEL loyalty program so I know to email you with the exclusive content and surprises. To open an account click here.

POINTS

Points are like dollars, but better. Points are what get you pupgraded to the next level in THE HOUND HOTEL. Go to “How Do I Move Up A Level?” for more information on the many ways you can earn them.

You can check your points balance on your THE HOUND HOTEL dashboard.

You can check your points balance on your THE HOUND HOTEL dashboard.

If you believe you should have more points than you currently do, you can contact my customer service team here.

EARNING POINTS

Points are only assigned to customers who sign up to be part of THE HOUND HOTEL. If you believe you should have more points than you currently do, you can contact my customer service team here.

You need to make sure you share me via your THE HOUND HOTEL dashboard. Go to the “Earn Points” page then click “Share Me”. That’s when points will be automatically added to your account. You cannot get points by just talking about me on social platforms. I need to track your points, dog.

They say sharing is caring! So I'll let you share the love and the benefits with your loyal friends - the closer you get to the penthouse, the more you both save, gotta wuv that! They'll get a discount. If they make a purchase, you score an equally good a discount on your whole order too.

Every friend you share me with via the “Share me with a friend” page on your THE HOUND HOTEL dashboard who then purchases using their unique code within 14 days of receiving the email, will pass on the same discount back on to you. Each level has a different discount for each friend you share me with.

The Lobby: 5% for every friend you successfully share your discount with.
The Bar: 10% for every friend you successfully share your discount with.
The Pool: 15% for every friend you successfully share your discount with.
The Spa: 20% for every friend you successfully share your discount with.
The Penthouse: 25% for every friend you successfully share your discount with.

These discounts do not accumulate. The same discount is given for each friend you successfully share your discount with.

For example, if you’re in The Bar here’s how it works:

If you share your discount with Max and Max makes a purchase, you get 10% off me.

If you share your discount with Bella and she purchases, you get another 10% off me.

Not 20% because it’s the second friend you have successfully shared your discount with.

PS: Max will only receive his discount if he is a new hound who hasn’t purchased me online before.

These discounts cannot be used with any other offer and must be used within 14 days of receiving the email.

You can share me with a friend through your THE HOUND HOTEL dashboard, via the “Share me with a friend” page. You use that form to refer your BFF (BEST FURRY FRIEND). They then purchase using the code sent in an email to them. That is one friend you’ve shared me with and a discount in your pocket. Remember, they have to be a new customer.

Product reviews are only accessible to customers after they purchase that product. These review requests are emailed to customers 2 weeks after purchase, so keep an eye out on your inbox for one.

Unfortunately, not. www.thehound.co is the only place you can earn points and fetch a ton of BONE-us value!

LEVELS

You need to do just one thing to unlock the next level: earn points.

Points are like dollars, but better. Points are what get you pupgraded to the next level in THE HOUND HOTEL.

The best part?
There are plenty of ways for you to earn points. 

You earn points if you:

BUY ME —

Every dollar you spend earns you points. The higher the level you are currently in the more points you earn for each $ spent.

The Lobby - Level 1 - Earn 10 points for each $ spent
The Bar - Level 2 -Earn 20 points for each $ spent
The Pool - Level 3 -Earn 30 points for each $ spent
The Spa - Level 4 -Earn 40 points for each $ spent
The Penthouse - Level 5- Earn 50 points for each $ spent

This is my way of helping you get pupgraded more quickly, so you can unlock even more PAWsome rewards!

FOLLOW ME —
Let's have a playdate, but first you should probably stalk my social media.

I'm well socialized!

If follow me on social you'll earn an easy 300 points.

INSTAGRAM -follow me and earn 50 points
FACEBOOK -follow me and earn 50 points
FACEBOOK MESSENGER -follow me and earn 50 points
PINTEREST -follow me and earn 50 points
TWITTER -follow me and earn 50 points
SNAPCHAT -follow me and earn 50 points

REVIEW ME —
After your order arrives, I'd love nothing more than for you to leave a review of your purchase. Especially if you've got something kind to say, because who doesn't love a compliment! Plus I'll be sure to reward you handsomely. You'll bank a tidy 100 points for each and every product review, and I'll raise it to 150 points per review if you include a photo too.

Each Product Review= 100 points
Each Product Review with Photo= 150 points

SHARE ME WITH A FRIEND —
They say sharing is caring! So I'll let you share the love and the benefits with your loyal friends - the closer you get to the penthouse, the more you both save, gotta wuv that! Share your unique code with them and they'll get a discount. If they make a purchase, you score an equally good a discount on your whole order too.

Level 1 - GIVE 5% & GET 5%
Level 2 - GIVE 10% & GET 10%
Level 3 - GIVE 15% & GET 15%
Level 4 - GIVE 20% & GET 20%
Level 5 - GIVE 25% & GET 25%

Share me via the “Earn Points” page on your THE HOUND HOTEL dashboard in order for the points to be added to your account.

TAKE A PICTURE WITH ME —
You sexy beast! How seriously good do you look!?! You should show the world.

I’d love you to snap a picture of your recent purchase and share it with me on Instagram or Facebook, using @thehound.co and #releasethehound to receive 15% off your next order.

Plus you’ll score 100 points and automatically be entered into the draw for my monthly giveaway awarded to my favourite photo entry.

So what are you waiting for? Hit “Earn Points” or “Refer A Friend” on your THE HOUND HOTEL dashboard to start your journey.

You need a certain number of points to unlock each level.

The Lobby
To check-in you need: 0 – 999 points.

The Bar
To check-in you need: 1,000 – 6,999 points.

The Pool
To check-in you need: 7,000 – 18,999 points.

The Spa
To check-in you need: 19,000 – 42,999 points.

The Penthouse
To check-in you need: 43,000 or more points.

You can view your hotel level online when you check in here.

I will send you an email to let you know if you’re at risk of being downgraded. Avoiding a downgrade is pretty simple, you just need to keep earning points.

REWARDS

Unfortunately, our friend, the postman, isn’t involved in making these deliveries. All of these amazing benefits will be delivered to your eager eyes via email, so make sure your details (inc email address) are up to date in my system.

You can check which one of your email addresses I have in my little black book by logging into your THE HOUND HOTEL dashboard here. If you have any issues please contact support.

Firstly, you need to be checked into The Penthouse.

From there, I will choose some canine connoisseurs at random to be a part of my new product development program. If you’re selected, you will be sent samples of my new products to test and provide feedback on. These lucky dogs will be sent all the relevant details via email.

A doggie bag should never be filled with plastic. So I keep everything in the interwebs. I track all your purchases through my website and will automatically assign points to your account. Which makes your life dog gone easy!

Unfortunately not, dog. You can claim your discount only at www.thehound.co. Not to be used in conjunction with any other offer.

YOUR ACCOUNT

Your email may have been recorded incorrectly in my system. Please check your details are correct under the ‘Your account details’ section of the THE HOUND HOTEL dashboard.

P.S. Don’t forget to check your junk mail, too - they may accidently get buried there.

On the Account sign-in page, select ‘Forgot your password?’ and follow the instructions.

You can dig up the T&CS are right here.

Size Guide
Classic Collar Size Guide

My collars are designed and sized specifically with comfort in mind. 

It was of paramount importance to me to ensure that my collar is available in a suitable size that will complement the proportions of your best friend, may they be big or small. As a result, I offer the widest range of collar sizes on the market. 

I have developed a sizing system that makes it clear exactly which size is correct for your dog. Your dog's neck size will never border between two sizes and my collar size calculator will tell you exactly what size collar to order for your dog, so you won't ever be left guessing which to choose.


To measure correctly:

1. Place a measuring tape comfortably around your dog’s neck as shown in (A).
Note: use the base of your dog's jaw as the marker for the correct place to take your measurement. This will ensure the collar you order is not too large.

2. Record the measurement in cm.

3. Enter your dog's neck measurement below and the collar size calculator will determine the correct collar size for your dog.

NOTE:  you must enter the actual measurement in cm of the base of your dog’s neck, there is no need to place two fingers between the tape and neck when taking the measurement, the correct extra space to ensure a comfortable fit has already been accounted for in the sizing. For fluffier breeds, be sure to measure slightly under the coat, I want to make sure its a snug fit so your dog does not slip out of the collar.


Collar Size Calculator:
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