FREQUENTLY ASKED QUESTIONS
Can I bring my pet’s toys?
Just like children, pets can be possessive of their belongings, so to avoid conflict we create a neutral playground where pets can the share toys that we provide. Please leave your pet toys at home.
Can I watch you put my pet into its yard?
No, separation can be an emotive time, and if you or your pet are anxious then the other dogs in the enclosure can sense this. We ask that you drive away and allow us to place the dog in its yard, that way your pet focuses on the handler rather than you. This makes the transition much smoother. We load plenty of pictures and stories on Facebook and Instagram, so you may be able to see your pet happily ensconced in its yard with new playmates.
My pet is a fussy eater, can I bring my own food?
Yes, you can, but please talk to us about this. We have a variety of highly nutritious food that appeals to every palate and can appease most fussy eaters. You can guide us as to their culinary desires, and we will do our best to ensure they enjoy their meal times. 95% of the time, we stock the food your pet desires.
- PLEASE NOTE: there is no discount for owners supplying food for their pet.
Do I have to pay a deposit?
We don’t request a deposit, but if it helps you to budget for your holidays, you are welcome to pay one. If your pet will be a long-time boarder – we will need some money up front (see below).
When do I pay?
Fees are payable on the day of pick-up – no exceptions (unless we are having difficulty with internet connection). Legally, we are able to keep your pet until you pay your fees, but we don’t like using this loop-hole and prefer to keep things neat and tidy with payments. We accept cash and EFTPOS (and cheques from customers we know well).
I am going away for 6 months, can I leave my pet with you for this long?
Yes, we have a number of long-term boarders, and we are happy to discuss your requirements. You will need to pay money up front, to help us with the costs of caring for your pet.
What if I can no longer care for my pet.
We partner with a re-homing service for pet’s whose owners can no longer care for them. A fee of $100 is required for veterinary expenses and rehoming costs. Great care is taken to match the animal with a suitable and loving home. Please talk to us to discuss your needs.
My dog is a full male, can I still board him?
If he is over the age of 8 months then no. Our guidelines exclude the housing of full male dogs. Because our guests are out socializing all day – it is much safer if a full male dog is not on the premises. We do make some exceptions for very-old full male dogs or for those who have boarded with us as pups (and we know the animal well), but this is at our discretion. During quiet times, if we have a spare yard, we may be able to take a full male dog. Again, this will be at our discretion.
My dog is aggressive can I board him with you?
No. The safety of all animals and our staff on our premises is paramount. We do not accept aggressive dogs.
My dog is not at all socialized, can I board him with you?
Please talk to us. We can usually match a non-socialized dog with a suitable play mate (because we are good at what we do!) If we do have to place your pet in a pen on its own because it is badly behaved or anti-social, it will just cost you a little extra.
What if I have to lengthen the stay?
That is most often fine, just give us a call to let us know. Unless it is peak period, we can normally cater for longer stays.
My dog is only staying for one night or less than 24hrs, why am I being charged for two days?
We have a minimum 2 day stay policy, so even though your pet is only staying for one night, it will be charged for two days. We do not have longer minimum stay requirements during peak periods such as Christmas, Easter or long weekends and so we charge a 2 day stay as your pet may be taking space that could be used for a longer booking.
Why do you charge per day and not night?
It is just easier to explain the boarding rates to customers. Remember, just like a hotel, it does not matter what time you check in you are always charged for that night (unlike a hotel, however, we will let you check in as early as 9.30am) and unless you pick them up before 10am on the day they are going home, you will incur a full boarding fee for that day.
Is there anyone on the property at night to look after my pets – incase of emergencies?
We take care of our charges 24 hours a day, and there is always a ‘gate keeper’ on duty (who stays on-site). Any disturbances (and our guests are a fantastic alarm) are investigated straight away. Many times older or infirm dogs are housed in, or very near, the home (usually in the house yard where they are comfortably ensconced on the veranda).
Why do you charge a full day when I pick up my pet in the early afternoon?
We plan our staffing numbers around the number of pets booked in. Just like a human hotel, if you aren’t checked out by 10am you are charged for another night – the room needs to be cleaned and prep’d for fresh arrivals. If you want to avoid this charge, pick them up before 10am on collection day.
My pet is on medication, does this cost extra?
Depends. If your pets medication is able to be given WITHIN business hours, then there is no charge. However, if your dog is diabetic, needs medication 12 hourly or needs medication outside of hours, extra charges will apply.
Why do you charge extra for a diabetic animal?
The 12 hourly injection for diabetic animals falls outside of normal working hours for our Kennel staff. This means that the on-call managing staff member has to travel back to the Kennels in the evening to administer the injection. Just like a Doctor or Vet on call, this service attracts a fee.
Is there a fee to cancel my booking?
No. Although we do prefer plenty of notice, particularly during peak periods as there is always a waiting list to get in. Don’t do this to us too often, though, as we don’t want to offend by turning you away.
What if I can’t pick up my pet during normal business hours?
Then you will be charged a minimum $30 fee on top of your boarding fees. Again, managing staff are rostered on for this type of out-of-hours occurrence and may have to travel to the Kennels to meet with you and attend to your needs. This is a service that attracts a fee. Please remember that we have a courier service and we can drop your pet home if you cannot make it to us on time.
What if I have to cut short my holidays and pick up my pet earlier than expected?
We are very flexible! We do not mind if you need to pick up your pet/s early but PLEASE call us beforehand to let us know.
What if I want to make a complaint.
We are happy to hear your concerns and deal with them accordingly. We are always looking at improving our services so your feedback is important to us. We ask that you request to speak to management if you have a concern. It is not the responsibility of junior staff members to deal with grievances.
Can I visit before making a decision about booking in?
Absolutely! We totally encourage this. Our tours commence at 11am each and every day. So call us to book a date! We would love to meet you and your pet!
Do you offer a grooming service?
Yes, we have a fabulous Helen! Please see our Grooming Page for details!
Do you bath the dogs before going home?
The majority of times we do and this is a complementary service. If your dog stresses too much and fights against a bath, we will often desist from the exercise as it becomes too difficult for both the dog and staff. Most of our guests, however, go home smelling lovely and looking gorgeous. If you prefer that your dog not be bathed, please let us know. It is important that we know the approximate time that you will be picking up your pet, so we can plan ahead and have ample time to bath and dry your pet.
- NOTE: It is important that we know the approximate time that you will be picking up your pet, so we can plan ahead and have ample time to bath and dry your pet.
Can you clip my dog’s nails?
Please discuss with us, we can clip most dogs nails, however, some pets can be highly unmanageable at nail clipping time and it is a task best left to the Vet. The safety of your animal and our staff is paramount.
Can you flea and/or worm my dog?
Absolutely! We quiz you about the last time your animal was treated. If not treated recently, we will do it for you (at a cost). We keep a close eye on our guests and any scratching is thoroughly examined, and treated, if necessary.
Do you offer discounts?
Yes, we do! Please see our Pricing Page.
Do you have a price for pensioners/concession?
No, we don’t. Sorry!
My dog has come home with a green tag on its collar, what is it for?
This is a complementary service provided by NBKC for all our guests (and for anyone who asks). If your dog is found, lost and bewildered (anywhere, any town) the finder can call us and we can match the dog to its owner. Just an extra (free) layer of security for you and your pet really.
What happens if my pet is ill?
We take your pet’s good health ultra seriously, we don’t leave anything to chance – we never adopt a ‘wait and see’ attitude. We will contact your Vet immediately if we have any concerns, or take your pet to the nearest Vet for a consultation.
I am concerned about Canine Cough, can I find out more?
Yes, we have a great information sheet about Canine Cough, it will be loaded here very soon!
We are really excited about our NEW on-line booking system! You are invited to create your account – it is easy to use and very intuitive. We only ask that you be patient with us as we transition from one booking system (paper) to another (online). Create your account at: