TERMS & CONDITIONS

Vaccinations

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. 

Fleas and Worms

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.

Cat Carriers

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.

Unneutered Cats

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.

Current Medical Conditions and Medication

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.

Illness

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.

Food

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.

Collars

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.

Bookings

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.

Minimum Charges

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 / Check-out

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 8.00 am and 7.30 pm.  We ask that customers are punctual at check in when travelling from home and notify us if they will be late by more than 5-10 minutes.  We reserve the right to make an additional charge equivalent to a day’s boarding at the appropriate rate for late check ins where no communication has been received.  Where possible, flexibility is offered for check out where customers are travelling back to the county and encounter unforeseen circumstances due to traffic or travel disruption.  However a check in and check out time must be agreed at the time of booking.

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.

Cancellations

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

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.

Late Collection / Overrun

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.

Cats Sharing

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

Uncollected Cats

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.

Refused Admission

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.

Behaviours

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 if we have not been informed and have not had the opportunity to manage the situation and minimise potential damage. 

Special Cleaning

In the event that an unneutered cat or a cat with urinary issues is boarded with us (without our prior knowledge or explicit consent) 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.

Unexpected Demise

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.

Happy Customers & Reviews

Our lovely customers keep coming back – find out why!

What an amazing place and a wonderful owner. Right from the start you can tell Ruth loves cats and her job above and beyond what you would normally expect. The facilities are super and spotlessly clean.”

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P&V Newton

“Excellent place for your cats, beautiful rooms and spotlessly clean. Ruth the owner sent us daily updates on Gizmo and Sox. She looked after them so well, feel very confident to leave our cats in her capable hands, lovely lady…”

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Sharon Morgan

“I wish if I could give more than 5* to Ruth. She is such an amazing person, giving all of her attention to her guests. She was taking care for our little one, whom we couldn’t take with us for our holiday, but I do believe she was in the best place and best hands. We were getting daily updates, videos even we had webcam access…”

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Rita Tóth

Best cattery so far. Constant attention. Properly fed. Plenty of space for him in a spotless room, and for a change no stomping around barking at us for two days on his return home. Happy cat ( yes he barks ) and happy owners.”

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Anthony Crossland

“We were so nervous about leaving our little one for the first time but Ruth was so amazing and reassuring and made us feel completely comfortable when we went to see her.

We completely trusted her right from the start. It’s so clear she cares about all her visitors and gives them so much love and attention.

We got daily updates and photos and videos and we could see that Roxy was completely comfortable with Ruth and her environment and we wouldn’t take her anywhere else!”

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M P

“Just picked my 2 cats up Spot and Biffa after a stay in Kernow Cat Hotel. They are content and happy and had a great stay, it’s obvious that they have been well cared for. The added touch of what’s app messages, videos and photos of them during their time there definitely put my mind at rest. I would recommend Kernow Cat Hotel to anyone a 5 star service for both cats and owners😺😺😺😺😺”

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Cathryn Gee

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Contact our friendly team today.

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.