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FAQ Dogs

Why Small Paws?


Why is Smallpaws better than the rest?

At SmallPaws we are the only Pet Hotel in Sydney to have all of our accommodation fully air-conditioned and heated. We also have 30 years of experience, spacious well maintained grass exercise areas, the serene ambiance, 24/7 on-site presence, and nurturing, qualified staff to truly care for your dog.

When can I come for a tour of Smallpaws?

We are open for tours by appointment only from 10.00 am to 12 noon Monday through to Saturday during school term only.

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Caring for your dog


How much exercise does my dog get each day?

As we believe in the importance of exercise for your pet’s health and well-being, our guests have complimentary access to the grassed garden areas from morning to late afternoon. We also have an indoor play area.

What happens when it rains all day?

We have a large indoor play area in which our guests will have a number of supervised play times during the course of the day.

Will my dog get too hot/ cold?

All of our accommodation is heated and air-conditioned. On wet, extremely hot, or cold days we have an indoor playroom for the dogs to use.

Is my dog better sleeping with a companion or alone?

We treat each dog on an individual basis. All of our accommodation is large enough for 2 dogs to share. Some dogs prefer to be on their own at night; others prefer the company of another dog.

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.

Do you charge extra for old dogs?

Of course not, we love our older guests; many of them have been coming here since they were puppies. We have a special outdoor area for the older dogs to explore, and our heated /air-conditioned accommodation ensures that they are always at a comfortable temperature. Medication, eye, and ear cleaning are all part of our standard care.

What if my dog gets sick?

With our collective experience in pet care, it is easy for us to see when your dog is ‘off-colour’. Our local vet at Terrey Hills is only a few minutes from here and is ‘on-call’. We will always contact you or your designated emergency contact if we detect a problem.

What if there is a storm?

Many pets are afraid during thunderstorms. As both the manager’s and owner’s families live on-site, there is always someone around to help comfort our guests.

What if my dog is not de-sexed?

We ask that all of our guests over the age of 6 months be de-sexed. This prevents any dominance behavioural issues arising.

Food


What food do you provide?

We provide Prime 100 Chicken and Vegetable loaf, Supercoat Dry Food, My Dog tinned variety and Blackhawk Dry Food.

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, but ask that wet food is packed into daily portions and clearly labeled. We cannot offer a discount if you do supply your own food. If it is for a long term stay, 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 dog whilst they are here.

What if our dog doesn’t eat their food?

Most guests are enjoying their food within a day or 2 of arriving. However, occasionally we have a dog that loses their appetite when they first come to stay. After 30 years in the business, 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 or beef snacks. It always works!

Can you brush my long-haired dog daily?

We can brush your dog daily, but there will be a small charge as it can take a while to do it properly. Many of our dogs spend many hours outside playing and running around. We cannot guarantee that your long haired dog won’t go home with some extra ‘play’ knots!

Prices, Discounts & Cancellations


How much does boarding cost?

Our prices vary between peak, high and low season, and the level of accommodation. After a minimum stay of 4 days in The Lodge, 3 days in The Premium Lodge, 2 days in the Deluxe Suites or 1 night in The Pucci Suites, a complimentary bath is offered on departure. We do not charge for the day of departure if your dog is picked up before 10:00 am. We do not charge extra to give your dog their daily exercise. However, 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 dogs sharing the same room during the low season only. For paid dog walks, photos, video sessions, FaceTime 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 the low season only.

Do you offer discounts for Seniors?

Yes, we offer all Seniors a 10% discount in The Lodge accommodation during our low season.

What is your cancellation policy?

SMALLPAWS CANCELLATION POLICY 
Cancellation of any pre-paid bookings (excluding Summer Holidays) occur a $20 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.

SUMMER HOLIDAY DEPOSIT, CANCELLATION, CHANGE OF DATE POLICIES

Summer Holiday Deposit Cancellation

To secure your booking for the Summer Holidays (relevant to any booking that falls between the 20th December 2021 until the 20th January 2022), a $200 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 Holiday Full Payment Cancellation

Full payment of a Summer Holiday booking (relevant to any booking that falls between the 20th December 2021 until the 20th January 2022), must be made by the 1st December 2021. 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 will be given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.

Summer Holiday Change-of-Date Policy

Once full payment of a Summer Holiday booking (relevant to any booking that falls between the 20th December 2021 until the 20th January 2022) 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 will be given for an equal dollar amount. The credit is valid for a 12-month period from the issued date.

Arriving & what to bring


Should I bring bedding?

We supply comfy beds here for all of our guests. However, if your dog 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 dog 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 – if so, 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!

Do you have a taxi service?

There are 3 pet taxi companies that service Smallpaws Pet Hotel: www.porters4pets.com.au , www.brittspettaxi.com.au , 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.

What vaccinations should my dog have?

The annual C5 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 – 12 noon

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 $21.50
Monday – Saturday  12.00pm – 3.45pm – Full Day Care $43

*OFFICE IS CLOSED SUNDAYS AND PUBLIC HOLIDAYS

Inspections are welcome Monday to Saturday 10 am – 12 noon during the school term only – by appointment only.

What should I bring for my dog’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 10 am – 12 noon during the school term only – by appointment only.