Nana's Home - Pet Concierge

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.

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 from 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, a more flexible free cancellation policy, and other seasonal discounts.

For more details, please visit the Plans and Pricing page.

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.

If you are not subscribed to our Nana's Club or Club+ plan, we will only start the process of matching your Pet with the best available Pet Host after the payment of a €20 “match fee”. This amount is returned to you if we can't find a match for your pet. If you cancel the request after we initiate the process of matching, the match fee is not refunded.

This fee is required only for non-members, so we can avoid non-serious requests that have no intention of completing a booking with Nana's.

Check the benefits of subscribing to one of our membership plans where the match fee is not charged.

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, directly in your account or by sending us an email at [email protected] or by sending a WhatsApp message at +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 to be eligible for a complete refund.

If you cancel your booking later than 72 hours before check-in, but before 24 hours before the check-in date (midnight), you're eligible for a 50% refund.

If you cancel later than 24 hours before the check-in date, you are liable to pay 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 to be eligible for a complete refund.

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

If you cancel your booking 72 hours before the check-in date, you are liable to pay 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 you provide (e.g. roll up the carpet if a dog has peeing accidents). However, a pet’s behavior can be different in a new environment and the owners are responsible for covering the 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 their pet needs to go to the vet during the stay at one of our Nana’s Homes.

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 from our team. To guarantee mutual commitment and avoid requests that have no intention of booking with us, we request a small fee. The match fee of €20 is refundable only in case we can't match your Pet with one of our Pet Hosts and its only charged to non-members of our Club or Club+ subscription.

Yes.
Our Pet Hosts go through a thorough onboarding process after they apply to become a Nana's Home. This process includes an interview where they share their background, lifestyle, and experience with taking care of pets. During onboarding we verify our Pet Host's identity, confirm their address, and see the space in which they live to make sure it's a supportive environment for pets. Finally, all prospective Pet Hosts have to complete the Nana's Home training where we cover aspects of customer-host communication, the rules and processes of Nana's, and care instructions for domestic animals of several types and breeds.

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.

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 for dogs
• poopy bags/cat litter
• pet passport and vet information
• favorite toy(s)bed and/or blanket, if needed
• 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), subject to availability.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 the unlikely event that your Pet Host cancels because of illness or emergency, we have a network of dozens of Pet Hosts around The Netherlands that can step in 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 you provide (e.g. roll up the carpet if a dog has peeing accidents). However, a pet's behavior can be different in a new environment and the owners are responsible for covering the costs of any damages made during your pet's stay at one of the Nana's Homes.

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

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