Check-in day: what happens to your booking and your payment

You paid when you booked, but the pet hotel has not received a rupiah yet. That is on purpose. Here is what happens on check-in day, step by step, and what it means for your money.

Before you arrive

Your booking is confirmed the moment the QRIS or Virtual Account payment lands. Pepetho holds that amount. The pet hotel sees the booking on its room board with your pet's name, the room type, and the dates, and reserves the room.

If you cancel before the pet hotel's deadline, the full amount comes back to you. After the deadline the pet hotel's cancellation fee applies; that fee is shown on the listing and on your booking, so there is nothing to look up later.

At the door

Staff check the vaccination book against the requirements on the listing. If a required vaccine is missing or expired, the pet hotel can refuse check-in, and the booking is treated according to the listing's vaccine rule. This is the one situation where reading the listing carefully beforehand saves real money.

Then the usual handover: food, medicine note, comfort item, pickup time. Staff mark your pet as checked in on the tablet.

The moment of check-in

That tap is what releases your payment. Pepetho forwards the booking amount to the pet hotel's balance, minus the platform commission, only once your pet has actually checked in. A pet hotel that never receives your pet never receives your money.

During the stay

Anything extra you ask for during the stay, such as grooming or an extra night, is paid at the cashier when you pick up, not through the app. Your daily updates arrive in the app from the same staff who are looking after your pet.

Pickup

Checkout turns the stay into a normal bill at the register. You settle any extras, get your pet back, and are asked for a short review a day later. That review is the one thing on the listing that Pepetho does not write or edit.