For Gingr-related support, please email: reception@thehomesteadnottawa.com

Because our team is primarily hands-on with the dogs during the day, we are not able to provide real-time support throughout our adventure hours. Helpline emails are monitored during dedicated admin times, and most inquiries are answered within 2 business days.

For quicker help, please include:

your name
your dog’s name
a brief description of the issue

Common Things Clients Reach Out About

You’re not alone if you run into any of the following—these are the most common questions we help with:

Trouble logging in or resetting a password
Uploading or updating vaccine records
Understanding booking requests vs. confirmations
Updating dog or owner information
Payment or credit questions

Most issues are quick fixes once we take a look together.

THE HOMESTEAD HELPLINE

Tip #1

Advance to the next step in your booking process by clicking the blue action button. Each button is labelled according to the next step of the booking process.

Tip #2

All bookings submitted are pending requests until we confirm it. Please wait for your confirmation email before bringing in your dog.

Tip #3

Visit Gingr for some helpful videos and instructions.

Booking Procedure Simplified

1. Select your dog 2. Choose your service, dates, and service add-ons. 3. Add your notes to The Homestead team. 4. Review the Estimate- it shows casual pricing only. *Daycare credits will be applied at check-out* 5. Submit your request. 6. Wait for your confirmation email. 7. Pay your boarding deposit.

Booking Multiple Days of Daycare

Gingr is currently experiencing a glitch in their system that is not allowing clients to properly book multiple days of daycare. For recurring bookings, please reach out to reception@thehomesteadnottawa.com

Viewing Future Reservations

Your Next Reservation: 1. Select Home. 2. Under Welcome, [Your Name]!, you will see your next reservation. All Future Reservations: 1. Select Book. 2. Scroll past New Booking to Bookings. 3. All reservation bookings you’ve made will be listed in chronological order by reservation date. 4. Acceptance decisions on each reservation are marked as PENDING ACCEPTANCE, CONFIRMED, REJECTED, WAIT LISTED, or CANCELED.

Cancelling Reservations

Remember to read our cancellation policy and cancel as soon as possible to free spots for other dogs. 1. Select Book. 2. Scroll past New Bookings to Bookings. 3. Select the reservation you want cancel to view its Booking Details. 4. Select the red CANCEL BOOKING button. 5. Select a reason from the drop-down menu, either Change of Plans or Emergency. 6. Select the red CANCEL BOOKING button to confirm the cancelation.

Rescheduling Reservations

Remember to read our rescheduling policy. You cannot modify a confirmed reservation to reschedule it. Instead, follow these steps: 1. Book the new reservation date. 2. Cancel the former reservation you wanted to reschedule.

Viewing Remaining Daycare Package Credits

1. Select Account. 2. Select Manage Packages & Subscriptions. 3. Each package will show the number of credits you have left.

Uploading Vaccine Records

Be sure the record you want to upload is in JPEG, PNG, or PDF format. 1. Select Account. 2. Select Upload Records. 3. Under New Upload, select the grey box labelled 'Drop your files here', and upload your record by following the prompts. We will be notified once your upload is complete, and we will enter the new vaccine dates in our records as soon as possible to ensure your profile is up to date. To view records you’ve uploaded, select Existing Records and View. To delete a record you’ve uploaded, please email us at reception@thehomesteadnottaw.com and we will do it for you.

Using Your Daycare Credits with Other Services

The Homestead Nottawa team applies payment methods upon check-out. If we see you’ve got a daycare credit, we will apply it as payment. But the challenge comes when there’s a daycare service and other service on one invoice. Gingr doesn’t make it easy for us to pay with two methods. Here’s an example. Scenario: You need to drop off Molly on Monday 8:30am and pick her up Tuesday at 12:00pm. You want Molly to get her nails trimmed while she’s with us. Services Needed: Morning Half Day + 1 Night of Boarding + Nail Trim Payment Preferences: You want to pay using daycare credits and your credit card on file. Challenge: Gingr does not allow two different payment methods for one invoice. Splitting payment types for one invoice requires our Homestead Manager to manually create two new bookings and invoices and modify your existing reservation so the package credits can be applied for one invoice, and the credit card can be applied to the other- a process that takes us about 10 minutes. Solution: You can help us out! You can make two reservations- one for daycare so we can apply the package credit as payment (easy peasy!) and one for boarding and nail trim so Gingr can generate the invoice and we can apply your credit card as payment (easy peasy, especially since your credit card is already on file). This means we spend more quality time with your dog and less time on our computer. How To Make Your Bookings #1 - MONDAY: Morning Daycare (8:30am – 12:00pm).  Include a note saying that the drop off is not needed because you’re booking a separate overnight stay for Monday night. #2 – MONDAY TO TUESDAY: Boarding (12:15pm – 12:00pm) + Nail Trim add-on.  TIP! Gingr will not let you choose 12:00pm for a drop off because you’ve already chosen that time as your pickup for your morning daycare reservation. So, we need to trick the system, just a little bit, by selecting 12:15pm instead.  Include a note saying that you made a reservation for morning daycare. Why? Because it tells us that we don’t need to expect your arrival for Monday at 12:00pm / 12:15pm.