In Portobello, Edinburgh, you have access to the beach. Now, you may think the beach in Scotland is about as useful as a radio on a motorbike, but really, it’s one of the busiest spots just outside the city.
Among the hustle and bustle, there’s a shop that feels a little different.
Not louder.
Not in your face.
Not rushed.
Just calm.
The Dog Port was started to fill a gap in Portobello, and all of Scotland really: there weren’t many self-service dog washes. But for founders Natalie, Kenny, and Susan, this wasn’t just about baths. It was about building a community.
“A good day is when it’s busy but calm. When dogs are coming in, feeling relaxed, and there’s not too much going on to overstimulate them. We like to have a steady trickle of people coming through and being able to speak to customers properly.”
This is a hub for dogs and their humans. We visited The Dog Port to see how their space became a doggie haven, with a little scheduling help along the way.
For The Dog Port, there are no canine guidelines. Their doors are open to rescues, puppies, golden oldies, and even if they’ve never been to a groomer before.
Some dogs come in and lick your face, others bundle in sniffing everything in sight, and then there are nervous or reactive dogs. For them, most retail spaces are a no-go – they just don’t feel possible.
Drawn by The Dog Port’s emphasis on welfare and community support, Bronwyn was keen to support the business and now takes a lead in marketing and events.
“I think it’s really important. I have a nervous dog myself, and there are so many shops I wouldn’t even dream of going into. You don’t know if you’re going to be scrutinised, or if other dogs – or their owners – might not be welcoming.”
For these dogs and their owners, it can be stressful to even go to a traditional groomer.
The Dog Port wanted to offer something unique:
This isn’t by accident. It’s very much by design.
The dogs definitely make The Dog Port, but the people are a close second.
Natalie’s love for animals has been lifelong. She began volunteering with the SSPCA at the age of 12, later working with the Dogs Trust and the Australian Dog Whisperer John Richardson while gaining her diploma in canine behaviour.
She went on to work as Development Manager for Pet Fostering Service Scotland and The Blue Cross, focusing on supporting pets in crisis and keeping them in a home environment.
Susan and Kenny are Portobello locals and a husband-and-wife team. Susan met Natalie 30 years ago while she was still at school. Two decades later, their shared love of animals would lead them to run a boarding facility together.
Although the facility was forced to close during COVID, the trio knew this wasn’t the end. Through a shared passion, The Dog Port was born. The long-term vision is to continue expanding services that support dogs’physical and emotional well-being.
Susan handles the finances with vast experience from the council and a bookkeeping qualification, while Kenny worked for many years as a Field Service Engineer, so he is the true handyman around the place.
Bronwyn spoke to us about her experience. Having been one of The Dog Port’s first customers before joining the team, she has a deep understanding of the business’s ethos.
The Dog Port has three self-service dog wash stations. On a busy day at the beach, these can fill up fast with walk-ins. Sandy paws and cars aren’t the best mix.
Of course, they are more than happy to have walk-ins, but without knowing who’s coming in later and when, that calm could turn into chaos. Today, 56% of their bookings are made by customer self-scheduling online. This gives the team visibility before they even walk through the door.
“Without the scheduling side of things, it wouldn’t be possible to run things the same way.
Setmore means we know who’s coming in, who might need extra time, and whether we need to move things around. We have three baths, and we don’t need to heat all three if they’re not being used. Knowing who’s coming in helps us manage that.
It also helps us manage space in the shop and the bathing area. Dogs, as you know, can be territorial, even over biscuits, so being aware of what’s happening on the shop floor and in the back is very important.”
That space matters. Plus, it allows them to schedule quieter slots, block off baths entirely, and just give owners the room they need.
With Setmore’s online pet scheduling software, they can:
“If someone walks in, we also put them through the same booking system so we’re aware that the baths are in use and no one else can double-book a slot. We use the same system whether it’s a walk-in or an online booking.”
It’s not about volume (unless it’s from the doggie shampoo), it’s about balance. With a steady flow of bookings from Instagram, Google, and word of mouth in Portobello, customers have found the booking experience pleasant.
Growing their social media following has boosted their brand awareness. The link on their Instagram profile directs visitors to their Booking Page, helping them fill their calendar faster.
And with walk-ins added to their calendar, the team knows exactly how their day will go.
“The importance of that is that it means we can speak to our customers more. There’s less admin, less stress, and more presence in the shop. It means we’re not stuck behind a screen or on the phone all day. That’s been great.”
With more control over their time, the team can focus on what they do best – offering informed, welfare-led guidance tailored to each dog. The Dog Port only stocks natural, health-focused products and makes recommendations based on each dog’s age, breed, and individual needs – from supplements and enrichment to guidance on correctly fitting harnesses and walking aids.
They can block time. Lower stimulation. Protect the experience.
What stands out is the sense of community. You feel it as soon as you walk in the door.
Owners come through and get chatting. Dogs find new pals. People connect. That’s what keeps them coming back and what fuels their word of mouth. In fact, one in four customers who come again book online – giving them clarity on who’s next, while also welcoming those who walk in and book in person.
That community is fostered in their online presence. Their website epitomizes how the shop feels: welcoming, a little quirky, and totally relaxed. Instagram is the same: dogs front and center, real moments, real customers.
Having a ‘Book now’ button right on their website and a booking link on Instagram means that once people’s interest is piqued, scheduling a bath is easy.
Simplicity at its finest. The sense of ease keeps people coming back.
The Dog Port isn’t just about washing your sandy or muddy pup. It’s a safe space for owners and dogs alike. Scheduling is just there to work quietly in the background. Keeping bookings organized, coming in, and reducing any overlaps and admin.
If you’re building a business around people, presence matters. Tools should support that — not take it away. Explore how Setmore helps you stay organised and get started FREE, so you can focus on the moments that count.
by Lee
Writes words. Has a dog.
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