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?

Kernow Cat Hotel is a family business run by me, Ruth, and my husband John.  I do the majority of the day to day running of the business.  It’s me you’ll speak to on the phone, me that you’ll meet in reception and me that will be building a relationship with your cat and, of course, you.  This means that because it’s mostly me, with occasional visits from John, guests tend to settle in to KCH life much quicker.  I hold the International Cat Care qualification in Advanced Feline Behaviour for Cat Professionals which I passed with distinction in 2019.  This 18 month modular course provides students with knowledge and skills in numerous areas of feline behaviour to ensure they develop mutually beneficial relationships with cats, provide the best environment for the cats in their care and meet their behavioural needs.  I will do everything in my power to help your cat settle in as quickly as possible.  We pride ourselves on the care we give our guests – but they are not just guests, they are family while they’re with us. 

For particularly nervous cats we use Feliway spray to help them settle in (a natural pheromone spray designed to reduce stress).  This helps to create a supportive environment for them.

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, if necessary, treatment.  We are affiliated with Animal Vets in Hayle who are our personal vets as well as our business vets.  They are incredibly supportive, hugely knowledgeable and available 24 hours a day for support where required.  If necessary, our vet will liaise with your own vet for any relevant medical history.  We will always keep you up to date with what’s happening with your cat or, if you are unavailable, contact will be made with your emergency contact.  In the event of an emergency, or if we are unable to contact you, our vet will make any necessary decisions based on the welfare, health and wellbeing of your cat.  Our vets are always happy to speak to owners to explain any treatment or findings.  It is an explicit condition of boarding that the authority to seek medical attention is delegated to us and that any treatment decisions are delegated to our affiliated veterinary service.  Please note that you will be fully responsible for payment of any veterinary costs.

Do we need to bring bedding and toys?

We provide everything your cat could possibly need including beds and toys.  With the Covid situation we do not accept anything from home other than the secure carrier your cat must arrive in.  This is likely to remain the case throughout 2022 and will then be reviewed, unless the pandemic situation changes radically before then.

Equipment required for medical, health or the wellbeing of your cat may be able to be accommodated but you are requested to discuss the reasons and needs with us prior to the stay.

If your cat has a specific brush or grooming tool which you would like us to use, please do bring it with you.  Please clean and sanitise it before arrival and it will be further sanitised before being kept in your cat’s suite.

What if my cat only stays one night?

There is a minimum charge of 3 days at the appropriate rate even if your cat’s stay is less than that to cover the deep clean sanitising of our suites between guests.

What are your opening hours?

All visits to Kernow Cat Hotel are strictly by appointment only.  Check-ins, check-outs and cattery visits can be accommodated between the hours of 8.00 am and 7.30 pm.

We are closed for check-in and check out on Christmas Eve, Christmas Day and Boxing Day. There are very limited appointments available on New Year’s Eve and New Year’s Day.

Out of hours appointments may be available dependent on other commitments.  In these circumstances an out of hours charge of £20.00 per appointment is payable.  This includes late arrivals for check-in and check out where this takes the appointment out of our published appointment hours and no communication or agreement has been reached prior.  The charge for an out of hours’ appointment on a bank holiday (excluding Christmas Eve, Christmas Day and Boxing Day) is £30.00 per appointment.

Can I get a refund if I get back early?

Unfortunately no refunds are applicable for early returns because the room has been reserved for your cat for the duration of the booking.  Should you choose to check your cat out early the full number of days booked remains payable.  The same applies if you don’t bring your cat in on the first day you’ve booked.  Please see our Terms and Conditions.

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

Lights out in the cattery is usually between 11.00 pm and midnight.  The webcams have infra-red night vision so you can still see your cat very clearly.  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 ask that you check back later when they may have changed position or be up and about.  There is no sound option with the webcams.

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 WhatsApp, text or email with the added bonus of photos and videos if you choose WhatsApp updates.  We post to social media daily to keep everyone up to date 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 (a strong internet connection is necessary and an additional fee applies).

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.

Please read our terms and conditions on medication carefully before making a booking.

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 or without proof.  Please make sure your cat is vaccinated in good time.  For booster vaccinations there is no time restriction.  However if you have to restart your vaccinations in an older cat where vaccinations have lapsed or if you are looking to board kittens, your cat must have had both vaccinations (usually 3 weeks apart) and a minimum of 2 weeks needs to have passed from the second vaccination before boarding.

Please also ensure that your cat is up to date with flea and worm treatment at the time of their stay.  If we find evidence that your cat has fleas or worms we will treat them and the cost of that treatment will be added to the cost of your cat’s stay.

My cat is FIV positive, can they still stay?

Yes we welcome FIV positive cats as long as they are fully up to date with their vaccinations and deemed well enough to stay.

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, a suite can be resold a full or partial refund may be offered at our discretion.

How do I pay and when?

Payment in full is required at check out.  There are no exceptions to this.  We prefer bank transfer or cash payments but a card machine is available where required.

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. Due to the high tech specification of our camera system you do require a strong wifi connection at your destination in order to view your family member via the camera.  Whilst the cameras can pan around the room, tilt and zoom, they cannot cover every part of the room and if your cat chooses a sleeping area which cannot be seen via the camera (for example in the cat tree) you may not see them very often.  In the unlikely event that we have a technical problem at our end and webcam access is not available or cut, you will not be charged for the days that you are not able to access the webcam.

Contact our friendly team today.

If you would like to arrange a visit, if you want to discuss your cat's 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.

Please check out our Terms & Conditions before making a booking.