TERMS & CONDITIONS

Vaccinations must be up-to-date at the time of the stay and evidence of this must be provided for each cat in the form of a vaccination certificate signed by your vet. We will retain vaccination certificates for the duration of the stay and return them at check out.  Please ensure your vet has got your name and current address on the vaccination record for your cat.  This is particularly important where you have acquired a cat from a rescue or a kitten from a breeder when the vaccinations may be under a different name.

The following vaccinations are a must: FHV+FCV (cat flu) and FPV (feline enteritis).

FHV = Feline Herpesvirus.   FCV = Feline Calicivirus.  FPV = Feline Panleucopaenia Virus = Feline Enteritis

If you are not sure what your cat has been vaccinated against, please check with your vet in good time before checking in.  For initial vaccinations which are given in two doses, 2-3 weeks apart (either for kittens or where your cat’s cover has lapsed and needs to be started again), your cat must have both doses administered at least two weeks before check-in.  It is always worth checking your vaccination record prior to making a booking to ensure your cat is fully covered. 

Please ensure your cat is up-to-date with flea and worm treatment at the time of their stay.  We request that you use veterinary recommended products and not over the counter medicines.  Treatment should be administered at least 3 days before their stay. 

If we notice your cat has fleas or worms during their stay with us, we will consult with our vet and administer their recommended treatments.  The cost will be added to the cost of your cat’s stay.

All cats must be transported to the hotel in a suitable secure pet carrier.  There are no exceptions to this.  Under no circumstances should cats be carried in your arms or in a box.  A sudden movement, loud noise or bang could result in your cat escaping and running off.  We cannot be held responsible if this happens.

Because of their tendency to spray and mark their territory and the associated smell and damage this can cause, we do not accept unneutered male cats over the age of 8 months.  Full queens are not generally accepted either as we cannot have a calling queen in the cattery disturbing and stressing other guests.  We advocate responsible cat ownership and strongly advise that pet cats are neutered unless they are to be used specifically for responsible breeding.

All current medical conditions for your cat must be divulged at check in.  We are happy to administer medication to cats who are stabilised on their medication and who are co-operative in having their medicines administered.  Even the most-mild mannered cat who is normally very happy to have a tablet popped down their throat or have their medicine in their food at home can behave totally differently when they first come in to stay.  If your cat normally has their medication in or with food, please bear in mind it is not unusual for a cat not to eat for the first day or so in a new environment.  We strongly urge you to discuss your cat’s stay with your attending veterinary surgeon to ascertain the best approach regarding any medication.  It may be less detrimental for your cat to miss a dose than it is to be tableted which could cause them stress and prolong or prevent them settling into their new environment.  Sometimes it is possible to have a longer lasting injection prior to the stay to remove the need for tablets for a day or two until your cat settles.  This is a decision you need to make with your vet prior to your cat staying and will be discussed with you at check in.  We will not medicate or tablet a scared, frightened or aggressive cat – it is not fair to them or to us.  There is no charge for administering medication but we reserve the right to make additional charges if the amount of care is significantly greater than normal or for any equipment or consumables needed, particularly if it is an ailment 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 rate 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 and your cat must be co-operative as outlined above.  Please make sure you bring sufficient medication to cover the duration of your cat’s stay and a few extra doses in case of any problems.

In the event that your cat becomes unwell during their stay with us, we will take the necessary steps to ensure their health and wellbeing.  Depending on the nature of the illness or concern we will either contact you and agree a course of action or, in the case of more immediate need, we will seek medical advice from our affiliated vets at Animal Vets, Copperhouse, Hayle.  They are available 24 hours a day for advice on the phone or for us to attend at the surgery or in the rare event that this is not feasible they are available to attend at the hotel.  If required they will liaise with your own vet for further information or past history and are always happy to speak to you and explain anything about your cat’s condition.  In the event of a serious or emergency situation, we will endeavour to contact you or your emergency contact.  However, our number one priority is the health and wellbeing of your cat and if we are concerned about them we will seek medical intervention first and contact you second.  You will be asked to sign a form of authority at check in so that we can seek medical assistance if necessary for your cat.  If we are unable to contact you we will, in conjunction and under the guidance of our vet, take any necessary decisions in your cat’s best interest and as deemed appropriate and necessary by our vet.  It is an explicit condition of boarding that the authority to make such decisions is delegated to us for the duration of your cat’s stay.  Please note that you will be fully responsible for paying all veterinary costs.

We provide a range of popular wet and dry foods that are included in the price.  If you prefer your cat to have something different or if they are on breed specific, medical or raw diets you are very welcome to bring their own food and we will follow your feeding regime.  Guests also benefit from some gourmet additions (fresh fish and fresh meat) to their meals and treats as long as owners allow.

In the interest of safety, collars must be removed before arrival.  If a cat checks in with a collar still on, we will remove the collar for the duration of their stay and return it to you at check out.

Day of arrival, day of departure and all days booked are charged for (not just days used if the stay is shortened).  Making a confirmed booking (by any means, verbal or written) forms a legal contract with us, and is subject to the cancellation clause below.

There is a minimum booking charge of 3 days at the appropriate room/number of cats’ rate (even if your stay is shorter than that) to cover the deep clean sanitising of our suites between guests.  Stays over the Christmas period are subject to a 5 day minimum charge and stays over New Year’s Day are subject to a 4 day minimum charge.

Check in and check out are strictly by appointment only and we will endeavour to accommodate your choice of time wherever possible between the hours of 9.00 am and 4.30 pm. We ask that customers are punctual at check in when travelling from home. If you are running late, haven’t caught your cat, or are caught in traffic, please telephone to let us know. Failure to do so may result in the gates being locked and nobody being here to check your cat in if we have other commitments. The latest check out time is 4.30 pm. When making your booking, please ensure your travel arrangements allow enough flexibility to arrive for check out by 4.30 pm at the latest. If you are likely to be later than 4.30 pm, please book your check out for the following day. Check in and check out times must be agreed at the time of booking. Until appointment times are agreed, the booking is not confirmed.

Late arrivals for check in and check out, where this takes the appointment out of our published appointment hours and therefore impacts on time with guests, will incur an out of hours fee of £50.00.

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

All appointment times are allocated on a first come, first served basis and are staggered in order to manage traffic in our narrow access lane.

Our cancellation policy is intended to provide a reasonable compromise between allowing customers the flexibility to cancel their cat’s stay and avoiding lost revenue where we cannot re-let the room at short notice and may have turned other customers away.

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.

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

Please ensure you book for the maximum period you will require.  During busy periods we may not have space to hold over a cat for longer than booked.  If you need to extend your cat’s stay beyond the dates you have booked, please telephone us as early as you can to see if we have room availability.  If we can achieve this without having to move your cat to a different room our normal charges will apply.  However, if we need to move your cat to a different room (and will thus have to undertake an additional suite clean) the minimum charge at the appropriate room rate will be added to your invoice.

In the event you are late collecting your cat without having agreed this in advance with us, because of the difficulties this creates, the additional days will be charged at double the normal rate and we reserve the right to move your cat into one of our purpose built holding pens, pending your return.

Only cats from the same household who normally live together may share a room.  There are absolutely no exceptions to this.

In the case of any cat not being collected within 6 days of the agreed collection date and with no communication from the pet owner or their emergency contact, we reserve the right to gift the cat to a suitable animal charity for rehoming.  Any fees, including but not limited to boarding fees, veterinary fees, medication, late-collection fees and fees paid to the charity will remain due.

In the event that we have to refuse to admit your cat on arrival for reasons explicitly stated on our website, (eg non-vaccination, unneutered cat over 8 months old etc) this will be equivalent to a late cancellation and payment will be due based on the cancellation clause above.

If your cat has any history of aggressive or vicious behaviour (towards anyone or anything) this must be declared at check in. This has absolutely no effect on your cat’s stay with us in terms of them being most welcome, it is purely so that we understand and can try and ensure they enjoy their stay without getting unduly stressed.

Equally, if your cat has any toileting issues this must also be declared at check in. Once again, this does not affect your cat’s stay with us but ensures we are able to manage the situation for their comfort and take measures to protect our furnishings. We understand that some cats with certain health conditions, on medication, who are elderly or who are stressed may exhibit behavioural issues regarding toileting. Our rooms are designed to be safe and sanitary and all our soft furnishings are washable. However, urinary damage to the structure of the cat tree (rather than the washable soft furnishings) or the cube unit may result in the cost of a replacement being added to your bill.

In the event that an unneutered cat or a cat with urinary issues is boarded with us, we reserve the right to charge for any damaged equipment, any additional time incurred in deep cleaning and any specialist cleaning products.

Additional cleaning time will be charged at 2 days’ boarding costs at the appropriate rate and replacement furniture at the actual cost at that time.  As these charges can soon add up we strongly advise owners whose cats have urinary or toileting issues to be honest with us at the time of booking their cat in so that a management plan can be agreed and implemented.  We are, however, unable to agree a management plan for unneutered cats over 8 months.

In the unfortunate event a cat should die whilst staying at the hotel, we will of course make every effort to advise the owner or emergency contact as soon as possible.  Unless we are instructed otherwise, the cat will be taken to the hotel’s veterinary surgery for the appropriate safe storage until the owner’s return.