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 visit our New Customer Page to learn more.
Rules, Regulations and Fun Facts
To board or play with us, the following is im-paw-tant to comprehend.
Mandatory
- We choose an open-plan socialisation system (OPPS). Read more here: dog page.
- OPPS comes with its particular risks. Paws here.
- All guests over 9 months of age are desexed. This policy isn’t negotiable, and we explain why here: Desexed Reasons.
- All pets must be fully vaccinated to stay or play. It’s the law.
- Collars (dogs) are mandatory. Chains & leather (sounds suspicious!) are unacceptable. We have suitable collars available to purchase.
- Harnesses are not suitable for our OPPS.
- 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 treatments, while highly recommended, are not compulsory.
- Who can sleep with whom? If owners agree, Dogs from the same family may sleep in the same room.
- Cats from the same family can be housed together.
- Dogs and cats cannot sleep together.
- Rates are charged per night. See our rates pages.
- Payment is due at the time of booking (explained during the booking process).
- Credit cards are stored on customers’ accounts.
Need to know
- We like to discuss end-of-life care for geriatrics who board with us. Hard core, but caring.
- Personal Items? 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
- Photographs of your pet, including appearances on social media. A delicate topic, explained here.
- Minimum stay rules? New dogs have their own requirements. Others can stay one night, but a two-night fee is charged.
- Maximum stay rules? No rules, really, lengthy stays can be arranged.
- Food: We choose premium products Dog Food & Feeding (scroll to the bottom of the page).
- Times: We are very strict with our operating hours. Please make sure that you familiarise yourself with them. Extra charges apply for out-of-hour appointments.
- Questions about your pet’s holiday? We love them, with some caveats (see below).
Medicines
- We are experienced in administering medications.
- Medications must be clearly identified, and concise instructions provided (in writing, online, and verbally).
- Original packaging is necessary, and if the doses have been altered, a veterinary confirmation is required.
- A small fee applies to medications administered mornings and afternoons.
- A fee applies to administering medications during midday or outside of our regular operating hours.
- High needs medical care is extra.
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 the potential for injuries to your pet, consider privately insuring it.
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.
If an injury occurs, we will be in touch and make decisions with you about their immediate care. (see Vet Visits below).
Injuries most often occur during regular friendly play. However, there are times when NBKC management decisions may contribute to a dog’s injury. NBKC will acknowledge, in hindsight, when a decision was not ideal. In such cases, NBKC is willing to discuss covering all or part of any veterinary bills incurred for the client’s dog.
NBKC’s decision to pay veterinary bills is at its discretion, based on knowledge of the incident and a strong commitment to fairness. It is important to note that any payments made are done in good faith and do not constitute an admission of liability.
- Q. What if a client wishes to contest NBKC’s decision directly?
- A. In that case, we ask that the client provide NBKC with a letter from their attending veterinarian stating that NBKC is responsible for the injuries.
Ultimately, however, we have a friendly and open system for handling these matters compassionately and fairly, and we are always happy to discuss your concerns.
Vet Visits
By leaving your pet with us, you are permitting us 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 be aware of their status as either a first or second point of contact.
- For minor injuries, we will make a judgment call about whether to disturb your holiday.
- Please discuss any specific instructions with us at check-in so that we are aware of your preferences.
Booking
Please take advantage of our online booking system. Relevant information about your pet, including 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 typically processed within 24 hours, and a confirmation email will notify you of our decision (please 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 address any questions you may have about our guests and will respond promptly to the best of our ability. However, please understand that we operate in a labour-intensive environment, and the care of our guests always takes precedence. As a result, there may be delays in our responses.
We kindly ask our customers to be mindful of this and to limit their questions. At times, we receive multiple inquiries daily, which can make our already busy days even longer.
It may not be popular to say this, but it is 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 that discusses their pet’s time with us. If you’re seeking answers in advance, you might spoil the enjoyment of reading the final report! Additionally, new pets often take a few days to settle in, so the overall report provides a more accurate picture.
The best and quickest way to check on your pet is to text 0458962000. This message will be received on multiple devices, allowing us to share insights from our team and provide a more informed response.
Emails sent through your ProPet account can be accessed on multiple devices. We recommend logging in to your account to send emails for a more efficient response to the address associated with your account.
Please note that emails sent to our business email (info@nathaliaboardingkennels.com.au) can only be accessed during office hours, which is when we typically respond to questions.
You can also expect slower response times via our social media platforms, as these are checked infrequently. Additionally, voice messages can be unreliable and sporadic.
We appreciate your cooperation, which allows us to spend more time with our valued guests.
GRIEVANCES & Happy Tails
An auto-email (post-board) will prompt you to provide us with feedback.
Your observations are essential to us, as they help us monitor post-board issues and 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.