FAQ / Conditions

Frequently Asked Questions

Can all my pets stay together in the same suite?
Yes, we board your pets together in the same suite, as space allows. Typically we allow up to 2 dogs less than 10kg each to board together in a Standard suite, or more than two small dogs (up to 4) in a Queen or King Size.  Larger dogs can be housed together as space allows. Up to two cats can be boarded together in one suite. However, as cats can suffer from urinary conditions, we prefer them to be separate so that we can monitor them individually.

Do you give discounts for multiple pets?
If your pets are boarded together in the same suite, there is a reduced rate for the second and, if applicable, third pet.

When do I have to pay for my pet’s boarding?
In order to confirm your booking, we require a booking deposit of 10% of the total amount of the booking (a minimum of $50.00) within 3 days of booking, with the remainder due when you check your pets in.  We accept cash, cheque, Mastercard, Visa and American Express. Alternatively, you can pay directly into our bank account, but please email a confirmation or receipt if you pay this way. Please contact us if you would like our bank account details.

During holiday periods, such as Easter, Christmas and School Holidays, the remainder will be due prior to their stay.  These dates and deadlines can be found on our Rates page.

The deposit is non-refundable, but can be transferred to a future booking if you give us notice.  If you fail to arrive for your booking without giving us notice, the deposit will be forfeited.  For more information, please see our Rates page.

What is your cancellation policy?
We realise that plans do change, and wish to accommodate all of our customer's needs. So, a full refund (minus the booking deposit) of the deposit is provided upon 3 days advance cancellation of the scheduled arrival date. If you fail to notify us of the cancellation, the deposit is forfeited.

However, during Christmas, Easter and School holidays there is a full refund (minus the booking deposit) up to 4 weeks prior, 50% from 2-4 weeks prior, but no refund inside 2 weeks of check in date.

While my dog is boarding with you, will he be taken out for walks?
All dogs staying at The Furry Godmother have access to one of our play yards, either for group play or on their own.  However, we do also offer one-on-one playtime services for your pet. One of our trained pet concierges will play, run, pat, and cater to the needs of your pet in our large play areas. 

We also offer our doggie treadmill for those dogs that need to burn off excess energy in air-conditioned comfort, even if it is raining outside.

The charge per playtime or treadmill session can be seen on our Rates page.

Can I come and visit my pet during his stay?
We do allow visits to pets on a long term stay, however this can severely stress them as they are not sure if they are going home or staying. It is our suggestion that unless your pet is stressed while in at the resort, that you leave them to settle here and just collect them at the end of their stay.

Can I come and see where my pet will be staying?
We do welcome visitors to the resort, but to minimize the disruption to our guests we restrict our visiting times.  Open inspections are on Saturday at 1pm.  However, we do ask that you call first to confirm as we do not allow strangers in if the resort are full.

My pets like to have toys with them. Can they have their favorite toys while boarding?
Your pets may have one or two toys to play with during their stay. However, we cannot guarantee the return of these toys as they are often taken in to the play areas and may be destroyed by another pet during your pets stay. 

We request that you not bring in any of your pet's bedding for their boarding visit. We can provide comfortable and sanitary Veterinary Standard Dry Bed bedding for all our pet guests. Pets can be highly possessive of their personal bedding, and may become agitated when our staff removes the bedding for sanitizing, which, for the health of all our pet guests, we must do each day.

My pet is on a special diet. Can I bring in my own food?
Our planned premium meal program consists of precisely portioned feedings of high quality, super-premium food.  We have several brands available, as well as treats and supplements we can add to their food if they are fussy!

However, if your pet requires a special diet, you can bring their own food when boarding. Our trained pet concierges will follow your instructions to make sure your pet follows his regular diet. By pre-bagging each meal in a separate disposable bag labeled with your pet's name, your pet will receive the exact amount of food that you feed him or her at home.

Please note a $2.00 handling fee per day may apply if you bring their own food.

What if my pet is on medication?
We are more than happy to administer medication to your pet.  All prescription medications must be provided with the dosage label as prescribed by a veterinarian. We are unable to accept medications that are unlabelled or loose.

Why did I get charged for each day?
Rates are based on the day of boarding, not just as an overnight charge. Our staff begins tending to pet guests in our care at 6 am, so before you arrive for check out, your pet will have been fed, exercised, had his kennel area cleaned and, in some cases, have been bathed to prepare for going home.

Why do I have to pay an admission fee?
The Furry Godmother washes every dog that comes to the resort through our Pyrethrum flea and tick rinse.  This ensures that all dogs and the premises remain free of all parasites. The admissions fee also covers your dog for his departure wash before he goes home.  Cats are also given flea control for their stay.

All pets are also given a health and behaviour check on arrival, so we can make their stay as comfortable as possible.

Can my pet play with others?
As we are a social kennel, we do encourage dogs to play with each other (under our supervision).  Newcomers are assessed by our trained staff for compatibility before joining a play group. We only allow dogs of the same size to play together.

Group play is only allowed with the owner’s permission.  Please notify us if you do NOT want your dog to join in playtime.

Under the Pet Industry Code of Ethics cats are not allowed group play and are always exercised individually (or in their family group).

What if my pet gets injured or ill during his stay?
As per our Conditions of Boarding, The Furry Godmother cannot be held responsible for any loss or injury to your pet during his stay. We do promise to take the utmost care of him and should he become ill we will either contact your nominated veterinarian, or have our in-house vet attend to him. All costs associated with treatment will be your responsibility.

Is there someone here at night?
There is caretaker that lives on site and is here once the staff leaves the premises. He is able to contact the manager at any time if there is a problem.

If you still have some questions please call us and we will be happy to answer them.

If this is the first time boarding your pet here, or at any other boarding facility, please read this handout for some information to make this experience as comfortable for you and your pet as possible!

Conditions

Click here to download a copy of the Conditions which you can print and sign, and bring with you when you Check In

  • What a wonderful place for fur babies!! Our two kelpie x border collies had a great time and were so well looked after. Thankyou to all the staff who helped out. We will definitely be booking ours in again next time it is needed.

  • My ragdoll and golden retriever absolutely loved their stay! They came back happy and healthy and I could just tell my puppy had an absolute ball, and the air-conditioned cattery is a big plus. I trust them completely with my pets!

  • Without question the only home from home that we would leave our furry family with. We have left our 3 with the Furry Godmother when we have travelled over the last five years or so and would not dream of letting them stay anywhere else when we do.