Frequently Asked Questions
Q. My pet has never been boarded before will they be OK? A. Yes. Most pets, just like children on their first day of school, settle in and quickly adjust. We aim to make every guest's visit a comfortable and enjoyable experience. We do this by providing a clean, safe and secure resort like environment with a professional team of animal lovers dedicated to looking after your pet. Most importatnly we love pets too!
Q. What if I am runing late can I come out of hours? A. No. Guest's and nieghbours are disturbed and dogs bark when pets check in and out. Our opening hours are designed to make holidaying with us an enjoyable experience for all. We ask that customers observe & respect our opening hours. Plan your trip allowing for traffic and leave plenty time to get here during our opening hours. If you are running late and not going to get here please phone us!
Q. Can I bring my dogs bed or a toy? A. No, accept for guest's staying in Luxury Suites. We provide flea free trampoline beds and most dogs prefer companionship to toys. Personal belongings in the kennels often get damaged, dirty or lost. However you can bring coats for dog in Winter, if your dog wears one. Personal items left must be clearly marked with your pets name and family surname. They will, however not be washed.
Q. How far ahead should I book? A. Easter & Christmas are often booked out 3 months or more in advance and Luxury Suites are booked out most weekends 3-4 weeks ahead.
Q. Is a deposit required for bookings? A. Throughout the year, No. Easter & Christmas holidays yes, a non refundable deposit of $100 per pet is required to be paid at the time of booking. You can pay deposits by Visa & Mastercard over the phone or with cash or EFTPOS at reception during opeing hours.
Q. My pet is a fussy eater, should I bring his own food? A. No, unless they are on a diet prescribed by a vet. We feed Royal Canin premium food which is a complete and nutitionally balanced diet that most dogs and cats love. If your pet is on a special prescribed diet, you should bring that. There may be additonal charges for the extra time required to prepare and feed special diets.
Q. Do you offer discounts for long term? A. Yes, discounted rates apply for periods of 1 month or more outside of peak periods. Please ask for our long term rates.
Q. What if my pets get sick or injures themself? A. In the event of accident or illness we have arrangements with the some of best veterinary clinics in Logan & Redlands who we can call upon to look after your pet 24 hours a day if necessary. If the need is non urgent - we will phone you first, if it is urgent – we phone the vet first. All veterinary cost's and transport to and from the vets are the responsiblity of the pet owner and must be paid prior to check out.
Q. Can I phone and check on my pet? A. Yes, if you feel the need to and it makes you more comfortable. Keep in mind that we will always endevour to contact you, or an alternate contact person, if there is a problem.
Q. What if I cannot pick up on the original check out day and need to extend? A. Please phone and advise us as soon as possible, except for Easter and Christmas extensions are rarely a problem. Any additional days can be paid for on pick up.
Q. What if I have a change of plans and wish to pick up early? A. For dogs you must give us at least 24 hours notice, as they often need to be hydrobathed. For cats no problem, as they don't get bathed. Payment for the dates booked is required at time of check in and there are no refunds for early pick up.
Q. Can you bath my dogs before I pick him up? Yes. Hydrobath and blow dry is available and should be booked and paid at check in. If you change your pick up date or time you must give us 24 hours notice prior to your booked departure time, as once dogs are washed we aim to keep them clean and dry.
Q. My dog needs exercise, can he be taken for walks? Yes. We offer a walking service were dogs are walked on a lead around our beautifull grounds and award winning grdens. Walks are available mornings and afternoons for a small additional fee, please ask reception.
Q. My pet sometimes looses/gains weight when boarding, is that normal? Yes. Just like humans when we go on holidays, our weight can change and so can your pets. A change of atmosphere, extra activity from playing and running around having fun, or eating healthy nutricius food (and their is plenty of good food on offer) can all effect your pets weight. A moderate change in weight is not unusual.
We trust all your questions have been answered should you wish to know about something that is not answered here please phone reception and ask one of our friendly staff, we will endeavour to answer your question and then add it to our FAQ's.