01209 202461 / 07970 526249 info@kernowcathotel.co.uk

FAQs

We aim to make our guests’ stay at Kernow Cat Hotel as stress free, enjoyable and comfortable as possible.  Below you will find the answers to some commonly asked questions.  If you have a query which isn’t answered here, please do get in touch and we will be pleased to help. 

What if my cat is nervous?

We are experienced cat people and Ruth holds the International Cat Care Certificate in Feline Behaviour. We will do everything in our power to help your cat settle in as quickly as possible. We pride ourselves on the care we give to all our guests. They aren’t just guests; they are family while they’re with us. We are patient and calm, helping your cat settle and enjoy their stay. A little catnip, some treats, lots of patience and lots of cuddles when they’re ready for them, sees most nervous cats settling within the first couple of days.

For cats who are particularly nervous we use Feliway spray to help them settle in. Feliway replicates the feline facial pheromone (special scent) that cats leave behind when they rub their face on furniture, doorways and other objects in the home. Even small changes can upset your cat and, in turn, make them feel less secure and increase their stress. By introducing Feliway spray into their suite, we are able to create a supportive environment for our nervous guests.

What if I'm worried about my cat?

We understand just how anxious you may be about leaving your cat and we want you to be able to go away, relax and enjoy your trip. We pride ourselves on a personal service and we are happy to send you updates. This can be done by text, email or WhatsApp with the added bonus of receiving some photos if you choose updates by email or WhatsApp. You can then see how your cat is enjoying their stay. We update our Facebook page most days to keep everyone in touch with what’s happening at Kernow Cat Hotel. For those owners who want a little bit more, we also offer an option for you to see your cat via our 24-hour webcam facility (an internet connection is necessary wherever you are and an additional fee applies).

What if my cat is taken ill?

If your cat becomes unwell whilst staying with us, we will immediately take them to our vet for assessment and treatment. Our vet is on hand 24 hours a day and is available to attend the hotel in case of emergency. Our vet can consult your own vet if any additional information is required. In the event that your cat’s condition is serious, we will endeavour to contact you or your emergency contact. However, if we are unable to make contact or treatment is time critical, together with our vet we will take any necessary decisions in your cat’s best interest and as deemed appropriate by our vet. It is an explicit condition of boarding that the authority to make such decisions is delegated to us. Please note that you will be fully responsible for paying any veterinary costs.

My cat is on medication, can they still stay with you?

We are happy to administer medication to cats who are stabilised on their medication and who are co-operative in having their medicines administered.  We make no additional charge for this service but we do reserve the right to make additional charges if the amount of care we need to give is significantly greater than normal or for any equipment or consumables needed, particularly if it is an ailment that you have not made us aware of.

 All medication must be clearly labelled in their original dispensing receptacles showing the cat’s name, instructions for use, dosage rates and times and accompanied by details of the condition being treated.  We are happy to administer injected medication in the case of diabetic cats but insulin and syringes must be supplied.

Do we need to bring bedding and toys?

We provide everything your cat could possibly need including bedding and toys. However, if you would like to bring your own items to help your cat settle in then we are more than happy for you to do so.

If your cat has a specific brush or grooming tool which you would like us to use, please do bring it with you.

Does my cat require vaccinations?

The health of our guests is extremely important to us.  All guests must have a current valid vaccination certificate for Cat Flu and Feline Infectious Enteritis (see terms and conditions).  Certificates must be produced at check in and we regret we cannot accept guests without these vaccinations.  Please make sure your cat is vaccinated in good time.

Please also ensure that your cat is up-to-date with treatment for fleas and worms.  If we suspect that your cat has fleas or worms, we will treat them.  The cost of the treatment will be added to the cost of your cat’s stay.

What if my cat only stays one night?

We have a minimum booking charge of 3 days (even if your stay is shorter than that) to cover the deep clean sanitising of our suites between guests.

Can I cancel my booking?

We require 14 days’ notice in the event of cancellation. Cancellations with less than 14 days’ notice will incur full charge. Bookings over the Christmas and New Year period require 4 weeks’ notice of cancellation otherwise full payment for the period booked will be charged. If, however, the suite can be resold, a full or partial refund may be offered at our discretion.

What are your opening hours?

Our opening hours are:
Monday to Saturday 9.00 am – 11.00 am and 4.00 pm to 6.00 pm
Sunday 9.00 am – 11.00 am

We are closed on Sunday afternoons, Bank Holidays, Christmas Eve and New Year’s Eve. However, we understand that sometimes it’s difficult for you to make an appointment within opening hours and we also understand that it’s important for you to be reunited with your cat at the earliest opportunity. That’s why we do offer out of hours appointments for check in and check out where we are able to accommodate them. These appointments can be booked between 8.00 am and 10.00 pm at an additional cost of £15.00 per appointment. The cost is £20.00 on Bank Holidays, Christmas Eve and New Year’s Eve.

How do I pay and when?

Payment in full is required at check out. There are no exceptions to this. We are happy to accept most cards, cash or bank transfers.

Can I get a refund if I get back early?

Unfortunately, no refunds are applicable because the room has been reserved by you for the duration of your cat’s stay. Should you choose to check-out your cat before the end of the booked period you are very welcome to do so but the full number of days booked remains payable. The same applies if you don’t bring your cat in on the first day you have booked. Please see our full Terms and Conditions.

What happens if I can't get the webcam to work?

Please contact us as soon as a problem arises and we will do everything in our power to fix any issues with the system.

Can I see the cats via webcam during the night and is there any sound?

We normally switch the hotel lights out between 10.00 pm and 11.00 pm but the webcams have infra-red night vision so you can still see your cat. Please bear in mind, however, that if your cat is curled up in bed or in the hidey-holes provided you might not see them. This is absolutely no reason for concern and we would ask that you check back later when they are most likely to have moved position. There is no sound option with the webcams.

Get In Touch  

If you would like to arrange a visit, if you want to discuss your cats needs or if you would like to check availability, please contact us.

We aim to respond to all emails and calls within 24 hours and we will do our utmost to respond within this time frame. However, please remember the cats in our care are our first priority and sometimes it may be a little longer.

 

Telephone: 01209 202461 / 07970 526249

Email: info@kernowcathotel.co.uk