FAQ
WHAT DO I NEED TO BRING?
We supply beds, bowls and food for your pets. If bringing bedding from home, it must be machine washable and clearly labelled with your name.
We do not accept any form of bean bag bed.
Your dog MUST have a lead & correctly fitted collar.
A coat for your dog in the winter to keep them extra warm.
Medication is applicable can be supplied – make sure it is in the original package
Your cat MUST be in a secure carry cage.
We are not responsible for loss of any personal items you bring in for your pet.
How do I PAY?
All fees must be paid before any animal can go home. You can pay with CASH, or EFTPOS in the office.
You can also pay via direct deposit but please make sure the payment is make at least 2 days before check out.
Bank details are provided to you in the booking confirmation.
CAN I SUPPLY MY OWN FOOD?
Yes, you can bring your own food.
All food must be clearly labelled with your animals name, and portion sizes need to be clearly documented.
If possible we appreciate you portioning out the food to make sure we have enough for the stay if not extra is always a good idea.
How LONG DOES CHECK IN TAKE?
We ask that you allow 15 minutes if you’re a new customer for checking in. We have paperwork we need you to read and sign.
We also conduct a health check on your pet.
New Customers it is generally about 5 minutes to do a health check.
CAN I SUPPLY MY OWN BOWLS?
CAN I BRING MY PET TOYS?
Of course! But please limit it to TWO toys only. We are not responsible for any damage or loss of toys.
We do NOT allow tennis balls as they block our drains, sorry!
WHY DO YOU NEED A LEAD TO BE LEFT FOR DOGS AND A CARRY CAGE FOR CATS?
We need to have safe restraining devices for emergency evacuation procedures.
Please ensure all leads, collars & carry cages are in good working order!
Any arrivals without leads, collars or carry cages will NOT be boarded. You do have the choice to purchase these items from our retail store.
HOW LONG IN ADVANCE DO I NEED TO BOOK?
The more notice we have, the better! We base staffing levels and food onsite via our bookings. For this reason, we do NOT accept drop ins. Assuming that your animal meets the requirements, generally a couple of days notice is all we need during a non peak period.
During School holidays, and particularly over the Christmas Holiday period, we require several weeks notice.
Unfortunately we do not take last minute bookings unless under exceptional circumstances for existing customers.
We like at least 5 days notice for new customers so we have time to process the booking and check vaccinations.
WHY DO YOU CLOSE DURING THE DAY?
WILL YOU OPEN OUTSIDE OF THESE HOURS?
No. We will never allow out of hours drop off’s or pickups. Whilst we are business we also have a private residence on site and we all need our family time.
We are also strict about being closed public holidays and will not allow drop offs or pickups.
If you are travelling and from out of town, we may be able to make an appointment for you between 9.30am and 2pm. But this needs to be arranged at time of booking and we will only open the gates for 10 minutes.
So please let us know at time of booking that you request an appointment for drop off or pick up.
WHAT DO WE NEED TO KNOW?
Does your pet have any special requirements? We NEED to know to ensure we can provide the best care for your pet.
You are responsible for telling us about any medical conditions that your pet may have.
This includes details of any medication and instructions on how to administer it.
If you have any behavioural concerns about your pet, such as being scared of other dogs, terrified or storms etc, we need to know.
We also need to know your contact details such as address, phone number and emergency contact number.
We rely on you to provide us with accurate information on your pets.
MY ANIMAL NEEDS INJECTIONS AT 12 HOURS APART, ARE YOU ABLE TO PROVIDE THIS?
Unfortunately, NO, we are not able to provide this. Although someone is always on site after 5pm, it is a private residence.
The hours that we provide hands on care to your pets are from 8am – 5pm.
CAN I BRING BONES IN FOR MY DOG?
Yes you can! You must ensure you choose bones that are safe and will not cause your dog any damage.
Make sure the bones are the correct size for your dog. We recommend bones that are completely edible such a lamb shanks, lamb flaps, lamb necks, chicken necks, and drumsticks.
NO large marrow bones, as these can splinter and break your dogs teeth.
WHY IS MY DOG SLEEPY WHEN THEY GET HOME?
It is normal for your dog to sleep more than normal when they get home. There is more stimulation and excitement when staying in our facilities than spending a day at home.
Your dog also receives plenty of exercise and playtime, so it’s not unusual for them to need a bit of extra rest after a big day! Once rested, they will be back to their normal self
Do you have a minimum stay over peak seasons?
At the moment we have a 2 day minimum charge for all bookings. We do not have a minimum stay during all peak seasons except Christmas.
Over our busiest time of year we do have a 7 day minim stay.
This peak season is from December 22nd until January 5th
So there is only 2 weeks of the entire year we do have a minimum stay.
If you want to book for less than the 7 days, we do allow shorter bookings but you will be required to pay for the entire 7 days.
What happens with the dogs on public holidays?
Whilst we do not open to the customers on public holidays our staff still work to provide the same level of care as any other day.
We still clean, feed, medication and facilitate playgroups. So rest assured we are still here, we just don’t allow customers.
Why don’t you answer the phone?
We understand that phoning us can be frustrating. But we do not have designated office staff nor do we plan on ever having designated office staff.
We have an answering machine, so if you phone please leave us a message with your phone number. We will return your phone call.
All bookings are taken electronically, so we find email is the most effective way for customers to communicate with us.
If you are unable to book electronically – please phone us and staff will obtain the details we need for the booking.
How Long will it take for my booking to be processeD?
All bookings are processed by the owner and manager Michelle.
They are processed 5 days a week, Monday to Friday.
We do not process booking requests on weekend.
So if you have an emergency booking you need, we would suggest you telephone and leave a message for the staff.
During the week, your booking should be processed within a day or 2 if you have included current vaccination paperwork.
Why do you have a minimum charge of 2 days
We have a minimum of a 2 day charge for all bookings. This covers a morning drop off and afternoon pick up.
As each of our pens are meticulously disinfected after each use, we had to introduce a 2 day minimum to cover our expenses.
We also found that most people who have overnight stays pick up in the afternoon – which incurs another full day charge.
So if you want to book just the one night, you are welcome too, but please note we do have the 2 day minimum.
CAN I INSPECT YOUR FACILITIES?
Yes! We welcome inspections, between 4-5pm daily (excluding public holidays)
We do not offer inspections during our morning session.
Will my dog get on facebook?
Whilst we love to post photos of your animals on Facebook. We cannot possibly take photos every day. If your animal boards over a bust weekend for a night or 2 we may not be able to take any photos.
Photos are a bonus we do not guarantee to take photos of your pets. Nor are we able to meet specific requests to photograph your pet.
Please do not ask us to take specific photos as we will not be able to accommodate this request.
If you do not wish for your pet to appear on Facebook or please let staff know at check in.
Will I have to pay a deposit?
We require a 50% deposit from all new customers to secure the booking.
Existing customers are not required to pay a deposit unless it is school holidays, or it is an extra-long boarding period.
We will send you details if we do require a deposit, otherwise no deposit is required.
How do I cancel a booking?
If you need to cancel please email us as soon as possible. If you have paid a deposit there is a non -refundable booking fee of $15.
As long as you provide at least 7 days notice of cancellation or 14 days notice during peak seasons – we will provide you with a full refund minus the $15 booking fee.
Can i board my dog that is aggressive?
Please speak to us if you have any concerns about your dog.
We have made the tough decision to no longer board dogs that are reactive and that show signs of any aggression towards other dogs or people.
If your dog is reactive and you are aware that they can be aggressive towards people or other animals, please notify us and we will chat to you about whether we believe your animal will be suitable.
If you have not spoken to our team and you present to drop off with your dog showing aggression or reactivity. Including LUNGING and Snarling we will not admit your dog and you will be required to take them home.
If our staff are unable to approach your dog, we will not admit your dog.
It was a tough decision we had to make but it is the only way we can ensure our staff and borders remain safe.
Please speak to us before drop off if you have any concerns about your dog. More often than not once we have chatted to an owner the dog will be allowed to board.
We also have strategies to assist an anxious dog such as trial days, recommending calming products etc.
how do you work out charges?
Our charging policy is similar to a hotel. We have designated check out time of 9.30am.
If you are unable to collect in the morning session, you will be charged another full day.