16/11/23: This page offers a low-down on all of the factors impacting your choice/s to board with us.
The rules and regulations contained in our booking portal provide the foundations for filtering those who can and cannot stay with us. Agreements are read and signed off (electronically). Emails confirm the protocols, policies and practical steps involved with arriving, departing, boarding or playing with us. When you finally step a paw onto our grounds we know that you have accepted and understood our processes – otherwise you would not be there – ready for a paw-fect holiday.
The Purple People.
New Dogs
We don’t board NEW dogs during busy periods. Please see our New Customer Page to find out why.
Rules, Regulations and Fun Facts
To board or play with us, the following is im-paw-tant to comprehend.
| Kennel Style | We operate very differently from ‘traditional’ kennels. We choose an open-plan socialisation system—read more about our special style here: dog page. |
| Desexed | All guests over 9 months of age are desexed. This policy isn’t negotiable, and we explain why here: Desexed Reasons. |
| Pups | Because of our operational style, particular risks are involved – you must be comfortable with these risks to board or play with us. |
| Vaccinations | All pets must be fully vaccinated to set their paws on our grounds. |
| Risks | All dogs must wear a flat-style collar clipped together. No chains. No Leather. The correct fit is for two human fingers to nestle between the collar and neck. If the collar you provide isn’t suitable we will sell you one ($20). Harnesses are not suitable for our environment. |
| Collars and Harnesses | All dogs must wear a flat-style collar, clipped together. No chains. No Leather. The correct fit is for two human fingers to nestle between the collar and neck. If the collar you provide isn’t suitable we will sell you one ($20). Harnesses are not suitable for our environment. |
| Fleas / Worms | Victorian Boarding Regulations stipulate that pets must be treated for fleas and worms before boarding. We can provide this service upon arrival (for a fee). |
| Heartworm | Heartworm treatments, while highly recommended, are not compulsory. |
| Geriatrics | We like to discuss end-of-life care for geriatrics who board with us. This is a challenging conversation, but necessary. You are leaving them in a loving and caring environment, but we need to know your wishes. |
| Sleeping Arrangements | Dogs from the same family may sleep in the same room; however, owners must tick a ‘yes’ box to concur. Similarly, cats from the same family can share a room. You may ask if your dog can sleep with your cat, but the answer is no. |
| No personal items, please | We operate in a neutral territory (think Switzerland) where all items are shared. Please do not leave personal items with us. Here’s why: Personal Items |
| Leash your Dog | Confirmation emails explain the drop-and-collect processes for pets, however for safety reasons, all dogs must be leashed when they exit or enter the car. Cats must be in a secure carrier. |
| Photographs | Photos of your pet is a PAID service. |
| Instagram moments are not ‘requestable’. However, we do try our best to capture a fair number of guests each day. | |
| Payment | Is due before, or at drop off. See our pricing & refunds page. |
| How are rates charged? | We charge per night. Pets collected in the afternoon pay a $15 daycare fee. |
| Minimum Stay | Our opening hours are available on various websites, including this website and our booking portal. Please make sure that you understand our operating hours to avoid extra charges. |
| Maximum Stay | There is no limit to the length of a stay. |
| Asking after your pet | Please see below. |
| Food & Feeding | We choose premium products to nourish our pets. Dog Food & Feeding (scroll to bottom of page). |
| Times | Our opening hours are available on this website and our booking portal. Please make sure that you understand our operating hours to avoid extra charges. |
| Breakfast | Is NOT included in the boarding rate, unless a puppy is under 9 months. |
Medicines
- We are experienced in administering medications.
- Medications must be named, and concise instructions must be provided (written, online, and verbal).
- A small fee applies to medications administered in the morning, afternoon and outside operating hours.
Injuries & Vet Costs
By sending your dog to us, you must be prepared to accept the potential for injury and the financial consequences.
Insurance companies (in Australia) will not provide coverage to kennels for pet injuries, so we are unable to purchase insurance. If you are concerned about injury, you should consider privately insuring your pet.
Common injuries include (but are not limited to) tooth puncture wounds, scratches, sore pads, sore eyes, hot spots, grass seeds, ant/bee bites, torn claws, temporary lameness and damage to ligaments or joints.
Joints and ligaments are fickle, and it only takes one slight movement in the wrong direction to damage them. Because joint/ligament injuries can happen anywhere, at any time, we won’t be responsible for the cost of corrective surgery if they occur while in our care.
When an injury occurs
- We will be in touch and make decisions with you about their immediate care. (see Vet Visits below).
If we don’t concur
- Most injuries occur during the natural flow of friendly play (much like a schoolyard).
- Sometimes, we make an error that results in an injury (e.g., choosing the wrong playmate). We are very good at recognising flaws in our decision-making, and we will discuss this with you.
- If you disagree with our assessment of our actions, please request a letter from your vet stating that, in their opinion, we are responsible for your pet’s condition.
Ultimately, we have a friendly and open system for dealing quickly and efficiently with these matters, and we are ALWAYS happy to discuss your concerns.
Vet Visits
By leaving your pet with us, you are giving us permission to seek medical attention when and if we deem it necessary.
- You electronically sign a permission statement at each booking allowing your vet to liaise with us for your pet’s best care.
- Emergency contacts must know their status as a first or second point of contact.
- For minor injuries, we will make a judgement call about whether to disturb your holiday.
- Please discuss any particular instructions with us at check-in so that we know your wishes.
Booking
Please take advantage of our online booking system. Relevant information about your pet and their regulatory data is stored here. If you can handle all of your booking requests via your account we can keep your boarding costs down.
Booking requests are usually processed within 24 hours, and a confirmation email will let you know our decision (we suggest you check your junk folder).
If you have difficulty with technology and don’t have a family member or friend to help you, please reach out to us, and we can walk you through the process.
Contacting us (and asking after your pet)
We appreciate the opportunity to answer questions about our guests and will make every effort to respond to inquiries promptly. However, please understand that we work in a labour-intensive environment, and the care of our guests will always take precedence. As a result, responses may be delayed.
We respectfully ask our customers to be mindful of this and to keep their questions to a minimum. Sometimes, we receive multiple daily inquiries, making our already busy days even longer.
This statement may not be well-received (raising an eyebrow perhaps), but it’s true: “We will always reach out if there is a problem.”
At the end of their stay, new pet owners receive a detailed and delightful assessment email discussing your pets board. If you seek answers in advance, you may spoil the fun of reading the final report—no laughs for you, huh?! Also, new pets often take a few days to settle, so the overall report provides a complete picture.
- The best and quickest way to check on your pet is to text 0458962000. This message will appear on multiple devices, allowing us to confer and combine insights from our team to deliver a response.
- Similarly, emails sent through your ProPet account can be easily accessed on multiple devices. We recommend logging into your account to send emails, as it ensures a more efficient response to the address associated with your account.
- Emails sent to our business email (info@nathaliaboardingkennels.com.au) can only be accessed during office hours (which is when we answer questions anyway).
- You can expect a slower response time via our social media platforms as these are checked infrequently.
- Additionally, voice messages can be unreliable and sporadic.
We appreciate your understanding!
GRIEVANCES & Happy Tails
An auto-email (post-board) will prompt you to provide us with feedback.
Your observations are very important to us as they assist us in monitoring post-board issues and help to improve ongoing processes.
If you have a serious grievance, please ask to speak with Fay, David, or Vanessa. We are happy to chat and unravel your concerns.