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Clients & Pets

Managing Pet Owners

Add, search, and manage your client database with credit ledger and full contact records.

On this page

Viewing Pet Owners

Go to Owners (or yoursubdomain.goodstay.com/pet_owners). You will see a searchable list of all your clients including their name, contact details, number of pets, and recent reservation activity.

Adding a Pet Owner

  1. Click New Pet Owner.
  2. Fill in:
    • First name and Last name (required)
    • Email (required for portal access and email notifications)
    • Phone
    • Address, City, State, ZIP
    • Emergency contact name and phone (optional, applies across all their pets)
    • Notes — any internal notes about this client
  3. Click Save Pet Owner.

Searching for a Pet Owner

Use the search bar at the top of the Owners list. Search works across owner name, email, phone number, and pet names. For example, searching "Biscuit" will surface the owner who has a pet named Biscuit. This same search is available as a quick-pick when creating a reservation or invoice — matching pet names appear in the dropdown alongside owner details.

Pet Owner Detail Page

Click on an owner's name to open their detail page, which includes:

  • Their contact information
  • All their pets with quick links to each profile
  • All their reservations (past, current, and upcoming)
  • Their invoices and payment history
  • Their credit balance and credit ledger
  • Any conversations with staff
  • Their signed contracts
  • Their daycare packages (if any)

Credit Ledger

Each pet owner has a credit account that can be used to offset future invoice payments.

Adding a Credit

  1. Open a pet owner's detail page.
  2. Click Add Credit.
  3. Select the credit type:
    • Deposit Refund — Refund from a cancelled reservation deposit
    • Manual Adjustment — General adjustment to the client's balance
    • Goodwill — Courtesy credit for inconvenience or service recovery
    • Referral Bonus — Reward for referring a new client
  4. Enter the amount and a memo explaining the reason.
  5. Click Save Credit.

The pet owner's credit balance updates immediately. When the client pays an invoice through the Customer Portal, their credit is applied automatically at checkout.

The detail page shows a Credit Balance summary and a ledger of recent transactions with type, amount, memo, date, and which staff member issued it. All credit activity is recorded in the Activity Log.

Emergency Contact & Veterinarian

The owner profile has two dedicated sections for the people you may need to reach in an urgent situation:

  • Emergency Contact — name, phone, and relationship of someone who can be reached if you can't reach the owner.
  • Veterinarian — the vet's name, clinic name, and phone for the pet's regular veterinarian.

These details prefill the owner's Pre-Check forms, so returning clients don't have to retype them every visit. When an owner submits a Pre-Check, the values they enter are written back to update their profile automatically.

Blank fields in a Pre-Check submission never erase existing data — if the owner leaves a field empty, the value already on their profile is kept.

Contracts & Waivers

The owner profile shows a read-only Contracts & Waivers section that lists each of your contract templates along with whether this owner has signed or not signed it. A badge flags any required contract that is still unsigned, so you can see at a glance who needs to sign before drop-off.

To send unsigned contracts, use the Send Contracts button described below, or see Contracts & e-Signatures for the full signing flow.

Notification Preferences

Individual pet owners can opt out of specific notification types without disabling all communications:

  • Daycare Reminders — Evening-before daycare reminder emails/SMS
  • Grooming Reminders — 24-hour grooming appointment reminder emails/SMS
  • SMS Notifications — All SMS text messages (email still sends)

Staff can configure these from the pet owner's detail page under Notification Preferences. Pet owners can also manage their own preferences in the Customer Portal. Toggles auto-save immediately.

Batch Checkout

When a pet owner has multiple reservations to check out at once, use Batch Checkout to process them together into a single combined invoice. The button appears on the owner's detail page when they have 2 or more uninvoiced reservations. See Invoicing & Payments for details.

Send Contracts in Bulk

When contract templates are enabled and an owner has unsigned contracts, a Send Contracts button appears in their profile header. Click it to choose which unsigned contracts to send and email them all in a single bulk-signing link — see Contracts & e-Signatures for the full flow.

Editing a Pet Owner

From the owner's detail page, click Edit Owner to update any of their information.

Deleting a Pet Owner

Permanent deletion is available at the bottom of the owner's detail page in the Danger Zone. Click Delete Pet Owner and confirm. This removes the owner record along with their pets, reservations, invoices, credit ledger entries, and conversations.

Be careful: deletion is permanent and cannot be undone. If you only want to stop a client from booking, archive their pets instead and leave the owner record in place for historical reporting.