Payments
In the event that I need to modify or cancel your reservation, what should I do?
A full refund, minus a 3-4% processing fee (based on the total amount paid), will be issued for cancellations made outside of 14 days prior to admission, or if the cat is rejected at admission, or in the case of a no-show, or during peak season dates. Changes to bookings are free of charge but are subject to availability.
If I cancel a reservation that falls within a blackout date, am I entitled to a refund?
Bookings made for Blackout Dates are completely non-refundable but can be converted to credits for future boarding.
Is it possible to receive a refund if I need to reduce the length of my cat’s stay?
We do not offer refunds for unused days during a reservation but can be converted to credits for future boarding.
What are the prices shown on the booking calendar form?
Blackout date (peak period) surcharge may be applied not limited to public holidays published by MOM but also on popular days.
Is there any extra changes beside the prices shown on the booking form?
The total price displayed on the booking form is the net price, and we do not charge GST.
Pre-boarding Requirements
What are the tests required before boarding my cats?
In order for cats to be eligible for boarding, they either need to have received F4 vaccinations or have valid VacciCheck antibody blood test results. Kittens above 10 weeks of age must have received at least one vaccination shot. If a cat cannot receive vaccinations, a note from a veterinarian stating the reason for exclusion and certifying the cat’s fitness for boarding for the entire reservation period is required.
Can I board cats with behavioral problems?
In the Boarding Admission Form, it is mandatory to disclose any known aggressive or fractious behavior of cats and arrange for an in-person assessment.
Can I board unsterilized cats?
If a boarding cat is 8 months or older at admission or showing signs of sexual maturity such as spraying or yowling, it must be sterilized. Additionally, if the cat has recently undergone sterilization surgery, it must have recovered for a minimum of 14 days before being admitted for boarding.
Do I need to apply any parasite prevention treatment?
Throughout the boarding period, it is mandatory for all cats to be safeguarded against external and internal parasites. You may provide a pipette of spot-on parasite treatment during check-in for us to apply or purchase from us at $15/vial per cat. The accepted brands for this treatment are Advocate, Broadline, Frontline, Revolution, and Revolution Plus.
Can I board cats with underlying medical conditions?
Our team can provide information about boarding options for cats with chronic or long-term conditions upon request. Please contact us before boarding.
Boarding
What is the check-in/check-out time?
The check-in period is from 2 PM to 6 PM daily, while early check-in can be arranged from 11 AM. Check-out is scheduled from 11 AM to 1 PM daily, and late check-out can be extended until 6 PM. Prior to check-in/check-out, it is mandatory to book an appointment online via WhatsApp.
Do you provide complimentary services and amenities?
Our playroom offers complimentary services such as daily updates, daily interaction time, daily maintenance grooming, housekeeping, disinfection, and more.
What happen if my cats need immediate medical attentions?
If medical care is necessary, the hotel can transport the cat to the nearest available vet on the owner’s behalf. We can also administer over-the-counter medication for minor ailments with the owner’s approval.