Questions

We appreciate the opportunity to address any questions that customers may have about their pets’ holidays. 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 response times.

We kindly ask our customers to be mindful of this and limit their questions, and also to designate one family member for this task.

Paid options (e.g., Mini Reports) are available to select during the booking process, providing you with comprehensive feedback about their stay.

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.

How to reach us

We typically respond to enquiries during reception hours only, unless it is an emergency.

Text is best

The best and quickest way to check on your pet is to text 0458962000. This message will be received on multiple devices, which quickens the process. We gather insights from our team, which provides a more informed response.

Voice Messages

Voice messages can be unreliable and sporadic – sometimes they appear immediately, while at other times they take a few days to arrive. Please avoid this method whenever possible.

Emails

Our staff can access emails sent through your ProPet account on multiple devices. It is worth noting that:

• We can only respond to emails sent with the address associated with your ProPet account.
• Therefore, we recommend logging in to your ProPet account first and using this platform to send the email.
• To explain this in another way, we cannot respond to email addresses that are not stored in our system, so we have to respond via our business email address (which is not terribly efficient).

Emails sent to our business email (info@nathaliaboardingkennels.com.au) can only be accessed during office hours.

Social Media

You can expect slower response times if you ask questions via our social media platforms, as these are checked infrequently. We strongly encourage asking questions using one of the above methods.

Telephone

The receptionist on duty is unlikely to work directly with the animals, so they will take your question under advisement, gather the necessary information for a response, and then send a text response.

Thank you

Your cooperation allows us to spend more time with our valued guests. So, thank you.