We don't mean to offend our valued customers by implementing our new procedures, however, we have experienced an increase in people making extended bookings (to reserve rooms “just in case”), then shortening the stays on the day of arrival, or cancelling on the day they are booked to come in or not showing up at all. This has resulted in many of our VIP (Very Important Pets) missing out on rooms.

We are hoping our new policy will enable us to help you if you have missed out on accommodation in the past.

Please contact us at reception or via email if you do not fully understand our new policy as it is very different to our previous terms and conditions.

Pets checking in before 17th December and staying less than 7 days must check out no later than the afternoon of Wednesday 19th December, otherwise there will be a minimum 7 day charge payable.

A minimum 3 day boarding charge is payable on arrival, for stays incorporating the nights of Friday 14th and/or Saturday 15th December.

Boarding charges are payable on arrival and once paid; there is no refund if you decide to come home early.


DECEMBER 2012/NEW YEAR 2013 POLICY

The following applies to boarding of pets for stays that fall between 17th December 2012 and 4th January 2013 (inclusive).

A $50 non-refundable booking fee per room is required at time of booking
($100 for dog Resort Rooms). Once we have received your booking fee, your
reservation can be processed. The booking fee is deducted from the final
payment.

Bookings made prior to the 1st October - the booking fee is payable at time
of booking.  The period of stay that falls between 17th December and 4th
January (incl.) is payable before 1st October. For example, if your booking
is from 20th December to 10th January (22 days), the 16 days which falls
between 17/12 and 4/1, is payable before 1st October. The balance of 6 days
is payable on arrival.

Bookings made after 1st October - the booking fee is payable at time of
booking. The portion of stay between 17th December and 4th January
(inclusive) is payable in full within 7 days. The balance of 6 days is
payable on arrival.

The balance of boarding charges which occur before 17th December and/or after 4th January can be altered after 1st October, however payment is required on arrival and once paid; there is no refund if you decide to come home early.

Minimum stays charged for from 17th December, up to and including coming in 31st December – 7 days
Minimum stays charged for pets arriving on 2nd January – 6 days
Minimum stays charged for pets arriving on 3rd January – 5 days
Minimum stays charged for pets arriving on 4th January – 4 days

After 1st October, if you change your mind and wish to alter the dates you have booked, there is absolutely no refund or credit for days paid for and not needed, between 17th December and 4th January (inclusive).

ALTERATIONS OR CANCELLATIONS REGARDING OUR DECEMBER 2012/NEW YEAR 2013 POLICY

Dates altered after 1st October – once booked and paid for, any days not required between 17th December and 4th January, because of later arrivals or earlier returns are not refunded or credited, even if the length of stay is the same.

Alternative days required, but not paid for in your original booking, are payable at time of alteration. Please be aware that changing dates is subject to availability.

Dates cancelled are forfeited. For example, if your original booked dates paid for were from 20th Dec to 10th January (22 days) and you wish to change the dates (after 1st October), to check in 24th December and check out 14th January (22 days), the four days paid for from 20th to 24th are forfeited and not credited towards the 4 extra days booked at the end of your stay. This applies to stays even if they are longer than the original dates.

Also for example, if your original booked dates paid for were from 20th Dec to 10th Jan and you wish to change the dates (after 1st October) to check in 17th Dec and check out 7th Jan , you will be asked to pay for these additional 3 days on the day the reservation is altered. Even if the length of stay is the same as the booked dates made prior to 1st October.

If you cancel before 1st Dec. and more than 2 weeks before the date you booked to come in – if you have paid for boarding for the days prior to 17th Dec. and/or after 4th Jan., we will refund this money (less the booking fee). The days paid for between 17th December and 4th January (inclusive) will not be refunded or credited.

The booking fee is not refunded, however, can be applied to future days within 6 months of the cancellation date (not the booked dates).

If you cancel after 1st Dec. and more than 2 weeks before the date you booked to come in – if you have paid for boarding for the days prior to 17th Dec. and/or after 4th Jan., we will only refund this money (less the booking fee). The days paid for between 17th December and 4th January (inclusive) will not be refunded or credited.

The booking fee is not refunded and cannot be applied to future stays.

If you cancel after 1st Dec. and less than 2 weeks before the date you booked to come in - if you have paid for boarding for the days after 4th Jan., we will only refund this money (less the booking fee). The days paid for between 17th December and 4th January (inclusive) will not be refunded or credited.  The booking fee is forfeited and cannot be applied to future stays.