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 our guests’ care always takes precedence. As a result, response times may be delayed.

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

Paid options (e.g., Mini Reports) are available during the booking process and provide 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, delightful assessment email about 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 only during reception hours, 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 to provide a more informed response.

Voice Messages

Voice messages can be unreliable and sporadic – sometimes 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 from the address associated with your ProPet account.
• Therefore, we recommend logging in to your ProPet account first and sending the email from this platform.
• To put it another way, we cannot respond to email addresses not stored in our system, so we have to respond via our business email address (which isn’t terribly efficient).

We can only access emails sent to our business email (info@nathaliaboardingkennels.com.au) during office hours.

Social Media

Expect slower response times if you ask questions via our social media platforms, as we check them infrequently. We strongly encourage you to use one of the methods above.

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, and then send a text response.

Thank you

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