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

Terms and Conditions

Vaccinations

Vaccinations must be up-to-date on the date of check in and evidence 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.

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. All vaccinations and boosters should be completed at least two weeks before check-in. Further information is available from International Cat Care ‘’Vaccinations of cats with relation to catteries.’’ https://icatcare.org/advice/vaccinating-your-cat/ 

Fleas and Worms

Please ensure your cat is up-to-date with flea and worm treatments.  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.  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, we do not accept unneutered cats over the age of 8 months.  Full queens are not generally accepted either as we cannot have a calling queen in the cattery!  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.  There is no charge for this service but we 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 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 make sure that 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 whilst staying with us, we will immediately seek medical advice from our vets at Animal Vets, Copperhouse, Hayle. They are available 24 hours a day and, where necessary, will attend the hotel in case of emergency. If required they will contact your own vet for further information. 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 do so, we will, in conjunction with the vet, 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.

Food

We provide a wide range of popular wet and dry foods that are included in the price.  Cats on breed specific, medical diets or raw fed are welcome to bring their own food.

Collars

In the interest of safety, collars should 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.

Bookings

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

Minimum Charges

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.  Stays over Christmas Day and Boxing Day 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 during our normal opening hours.  Appointments offered outside of these opening hours are subject to an additional payment.

Check-in or check-out between 8.00 am and 10.00 pm that falls outside of our opening hours are charged at £15.00 per appointment (£20.00 on Bank Holidays, Christmas Eve and New Year’s Eve). 

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. 

Cancellations (in full or in part)

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 away other customers. 

 We require 14 days’ notice in the event of cancellation.  Cancellations (in part or for the full booked period) 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.

Payment

Payment in full is required at check-out.  There are no exceptions to this.  We accept cash, card or bank transfer payments.  Please note, for bank transfer payments you will require mobile internet banking to enable you to make the transfer at check-out.  If you prefer, we are happy to provide you with your invoice balance prior to collection in order for you to make the transfer in advance of your attendance at the hotel. 

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 moving 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) an additional two day’s charges will apply.

 In the event that 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.

Cats Sharing

All cats sharing a suite must be from the same family.  There are no exceptions to this.

Uncollected Cats

In the case of any cat not being collected within 7 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 in here (e.g. non-vaccination, Full Queen “in heat” etc.), this will be equivalent to 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 no affect on your cat’s stay with us in terms of them being welcome, it is purely so that we understand and can try and ensure they enjoy their stay without getting unduly stressed.

 If your cats fight please consider the appropriateness of them sharing accommodation before you make your booking. 

Special Cleaning

In the event that an unneutered cat is boarded with us (without both our prior knowledge and explicit consent), we reserve the right to charge for any additional time incurred for deep cleaning of the suite.  This will be equivalent to two days boarding costs for the cleaning plus the costs of any specialised products needed to eliminate persistent odours from spraying.  This is the cattery equivalent to the special-cleaning charges made by, for example, taxi firms. Since these can quickly add up to more than £100, we strongly advise owners to be honest with us at the time of booking if their cat has not been neutered.

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 owner’s emergency contact.  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.

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