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FAQ Cats

Why SmallPaws?


Why is Smallpaws better than the rest?

At Smallpaws we have fully air-conditioned/heated accommodation, 30 years of experience, serene ambiance, the time to engage, spacious well-maintained exercise areas, nurturing and enrichment, qualified staff who truly care for your cat.

When can I come for a tour of Smallpaws?

We are open for tours by appointment only from 11.00 am to 12.00 pm Monday through to Saturday during school term only.

Please call 02 9450 1579 or email  contact@smallpaws.com.au to make an appointment.

Caring for your cat


Does my cat share their room with another cat?

Only cats from the same family share enclosures. In the ‘sociable’ exercise area, some cats do share the space, however we are very careful to evaluate which cats are happy to share with other cats. Cats that don’t like sharing the exercise area have time on their own in our ‘non sociable’ area.

Does my cat get outside each day?

As we believe in the importance of exercise for your cat’s health and well-being, our ‘sociable’ guests have complimentary access to the exercise area for between 2 hours and 8 hours, depending on the personalities of the cats. The cats who want to exercise and explore, but don’t like other cats, take turns in our ‘ non-sociable’ exercise area.  Every enclosure has an indoor and outdoor section connected with a cat flap, so even the shyest of cats can securely come into the outdoor section at nighttime when there is no-one is around!

What happens when it rains all day?

Both of our exercise areas have a covered roof.

Will my cat get too hot/ cold?

Our accommodation is heated and air conditioned. We also have heated sleeping pads available.

Do you charge extra for old cats?

Of course not, we love our older guests; many of them have been coming here since they were kittens. Our heated /airconditioned accommodation ensures that they are always at a comfortable temperature. Medication, eye, and ear cleaning are all part of our standard care.

What happens if my cat gets sick?

After 30 years of experience we can quickly tell if your cat is off colour. Our local vet is only a few minutes away and is ‘on-call’. We will advise you or your emergency contact person. If you prefer we can take your cat to your own vet an additional cost.

Do you groom cats?

We do brush long-haired cats, but we have to charge a small fee for this service.

Medications … Is there a charge?

We do administer medications (excluding injections) and there is no additional charge. Please ensure each medication is clearly marked with your pet’s name and dosage level.

Please note we do not accept FIV positive cats.

Prices, Discounts & Cancellations


How much does boarding cost?

Our prices vary between peak, high and low season, and the level of accommodation. We do not charge for the day of departure if your cat is picked up before 10:00am. It is possible to purchase extra ‘one on one’ playtimes, grooming, and treats for your pet.
Please check our rates for accommodation and extra treats on our website.

Do you offer discounts if i have more than 1 pet?

We offer a 5% discount off the price of the accommodation for family cats sharing the same room. For photos, video sessions and Playtime only one session is charged when the family pets are sharing the session.

Do you offer discounts for long stays?

Yes, we offer a 10% discount for stays of longer than 3 weeks during our low season. For stays longer than 6 week please contact us for a personal quote.

Do you offer discounts for Seniors?

Yes, we offer all Seniors a 10% discount for Apartment bookings during our low season.

What is your cancellation policy?

Low Season Cancellation Policy for Pre-Paid Bookings

Cancellation of any pre-paid bookings (excluding School/Summer Holidays & Easter Long Weekend) occur a $50 cancellation administration fee if a refund is required. Pre-paid bookings may opt to retain as a credit with no administration fee. Credit is only valid for 12 months from the date of your booking.

School Holidays (excluding summer holidays) / Easter Long Weekend Deposit Cancellation Policy

To secure your booking over school holiday periods and for the Easter long weekend (relevant to any booking that falls between the Thursday until the Monday inclusive), a $200.00 deposit is required to be paid via a Bank Transfer or Credit Card within three days of making a booking. Once a Deposit is paid there will be no refund if a booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced monies will be retained and a $200 credit will be issued. The credit is valid for a 12-month period from the issued date.

Summer School Holiday Deposit Cancellation

To secure your booking for the Summer Holidays (relevant to any booking that falls between the 20th December until the 20th January), a $200.00 deposit is required to be paid via a Bank Transfer or Credit Card by 1st October or within three days of making a booking. Once a Deposit is paid there will be no refund if a booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid-19. If such restrictions are introduced monies will be retained and a $200 credit will be issued. The credit is valid for a 12-month period from the issued date.

Summer School Holiday Full Payment Cancellation

Full payment of a Summer Holiday booking (relevant to any booking that falls between the 20th December until the 20th January), must be made by 1st December. Once full payment has been made there will be no refund or credits issued if the booking is cancelled or changed unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid 19. If such restrictions are introduced, monies will be retained, and a credit given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.

Summer School Holiday Change-of-Date Policy

Once full payment of a Summer Holiday Booking (relevant to any booking that falls between the 20th December until the 20th January) has been made there will be no refund or credits issued for an early checkout unless the Australian Federal Government introduces domestic and international travel restrictions as a direct consequence of Covid 19. If such restrictions are introduced, monies will be retained, and a credit given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.

 

Food


What food do you provide?

Cats in all levels of accommodation have a choice of Whiskers, Fancy Feast, Majesty, VIP Cat fresh meat, Tuna and Supercoat biscuits.

How do you cater for special diets?

We understand, that many pets have special dietary requirements and requests. You are welcome to bring their special diets with them. We cannot offer a discount if you do supply your own food.  If it is for a longterm stay, please discuss your requirements with us and if possible, we will be able to supply the diet ourselves.

Do you offer weight loss programs?

A common problem for all of us! We can organize a weight loss regime covering food and exercise for your cat whilst they are here.

What if our cat doesn’t eat their food?

Most guests are enjoying their food within a day or 2 of arriving. However, occasionally we have a cat that loses their appetite when they first come to stay. After 30 years of caring for cats, we know how to encourage our guests to relax and eat their food. We spend lots of time talking to them, making them feel safe and settled and offer warm, freshly cooked chicken. It always works!

Arriving & what to bring


Do you have a taxi service?

There are 2 pet taxi companies that service Smallpaws Pet Hotel: www.porters4pets.com.au and www.dogspeed.com.au. As we are a small boarding facility, with no hidden costs, we are unable to offer a’ free’ pickup and delivery.

Should I bring bedding?

We supply comfy beds here for all of our guests. However, if your cat loves their bed, and finds it comforting, please bring it with them. We can’t guarantee that bedding will go home in the same condition that it arrived (although we do try!). If you’re concerned, please purchase a bed from a discount store and have your cat use it a few nights prior to arrival. Their scent will then be on the bed and will still be a comfort to them.

Should I bring toys … how many?

You are welcome to bring one, clearly marked toy, but toys often ‘go walkabout’ and we can’t guarantee the toy will return home!

What vaccinations should my cat have?

The annual F3 vaccination from your vet. We will ask to see your record of vaccination when you board with us.

What are the drop-off and pickup times?

Drop off times are:

By appointment only

Monday – Friday 7.30am – 3.30pm

Saturday 7.30am – 12noon

Pickup times are:

By appointment only 

Monday – Saturday  7.30am – 10.00am – no charge for that day.
Monday – Saturday  10.00am – 12.00pm – 1/2 day Daycare $16
Monday – Saturday  12.00pm – 3.45pm – Full Day Care $32

*OFFICE IS CLOSED SUNDAYS AND PUBLIC HOLIDAYS

Inspections are welcome Monday to Saturday 11 am – 12 noon during the school term only.

What should I bring for my cat’s holiday?

  • A copy of the latest, up to date vaccination record from your vet
  • Medications(if necessary)
  • Bedding (if you think it will help your pet to settle in, but nothing too precious!)
  • Emergency contact telephone number or email for when you are away
  • If you have a complicated medication/feeding routine please bring typed instructions.
  • Your pet!

Office Hours


Office Hours

Our office is open:

Monday to Saturday 7:30 am – 4 pm

CLOSED SUNDAYS AND PUBLIC HOLIDAYS

Inspections are welcome Monday to Saturday 11 am – 12 noon during the school term only – by appointment only.