1300 426 762

Terms & Conditions

1 – All guests must be between 5 months and 15 years of age with completed updated vaccinations. Dogs need to have a C5 vaccination given 5 days or greater before check in, however for best protection we recommend the intranasal Bronchi-Shield 3 vaccination given 8 days or greater before check in. Cats need to have a F3, F4 or F5 given 5 days or greater before check in.

2 – Most pets will be “companion boarding”, matched according to size, age and gender, unless requested or required to board alone. Additional fees will be charged for pets boarding alone.

3 – All cats must be desexed

4 – Hanrob Pet Hotels reserves the right to refuse entry of any animal

5 – The owner agrees to be solely responsible for any and all acts or behaviour of the pet while it is in Hanrob’s care

6 – The owner specifically represents that he or she is the sole owner of the pet, free and clear of all liens and encumbrances

7 – If veterinary attention is necessary for the pet, the owner is liable for all such expenses

8 – The pet will be delivered to any person who is prepared to declare that they have the owners’ authority to do so, unless otherwise instructed in writing.

9 – By signing the contract conditions the owner certifies to the accuracy of all information given about the pet. The owner acknowledges that the signing of this contract shall create a lien over the animal in favour of Hanrob, which lien shall continue to exist whilst ever monies are owing pursuant to contract

10 – Under no circumstances will Hanrob, or its employees or agents, be held responsible for Paralysis Tick, Canine Influenza, injury, death, loss or damage of any kind whatsoever, whether or not caused by any negligent, act or omission of Hanrob, its employees or agents, that may occur to any pet staying at Hanrob

11 – Luxury Suites: If in the event the pet damages furniture, bedding or any part of the suite, clients may be charged for the damage incurred. If this occurs the pet may be moved to the standard accommodation and the price will revert back to the standard kennel pricing.

12 – Playtime PLUS/PALS: Hanrob, its staff and agents will not be liable for any problems which develop, provide reasonable care and precautions are followed, and the client hereby releases them from any liability of any kind whatsoever arising from the dog’s attendance and participation in this service.

13 – The full period booked will be charged during school holiday periods

14 – Boarding rates are charged on a calendar day basis

15 – The owner agrees to pay the rate for boarding that is in effect on the date that the pet is checked into Hanrob Pet Hotels

16 – The owner agrees to pay all costs and charges for special services requested and all veterinary costs for the pet during the time the pet is in Hanrob’s care

17 – All charges incurred by the owner will be processed on your credit card prior to departure unless other payment arrangements have been made.

18 – If all charges are not paid, Hanrob has the right to offer the pet for public sale. If such a sale does not secure a price adequate to cover the charges and the cost of sale, the owner is liable to Hanrob for the difference. Hanrob may take this course of action if not advised of a pick up date within two (2) weeks of the advised dates

Minimum Charge Policy

Christmas and Easter holidays

10 day minimum standard charge for each pet arriving between 

Christmas 18/12 – 12/01/2017
Christmas 15/12 – 12/01/2018

6 day minimum standard charge for each pet arriving between 

Easter 25/03 – 28/03/2016
Easter 14/04 – 17/04/2017

Payment policy for Christmas and Easter Peak Periods (falls within peak period dates)

Deposit = 30% of Booking Cost with a minimum of $100.00 or full payment if booking costs are under $100.00
Balance of booking will be taken on credit card 2 weeks prior to Christmas and Easter periods or full payment at time of booking

Cancellation policy

Christmas & Easter bookings

Cancellation within 24hrs (cooling off period) – no fee charged
Cancellation greater than 4 weeks prior to arrival – $100.00 fee
Cancellation within 2 to 4 weeks prior to arrival – Deposit Forfeited
Cancellation less than 14 days prior to arrival – Full Payment Forfeited

All other times

Cancellation within 24hrs (cooling off period) – no fee charged
Cancellation 24hrs after booking – Hanrob retains deposit for future booking to be used within 12 months or $20 cancellation fee charged.


Deposit = 30% of Booking Cost with a minimum of $100.00 or full payment if booking costs are under $100.00
Balance of booking will be taken upon arrival at the Pet Hotel
Balance of booking will be taken on credit card 1 business day prior to arrival via our pet shuttle service

Please read our Privacy Policy

10% off all bookings December offer Terms and Conditions:

Offer available for new bookings made after Tuesday 24th November, one time use only per customer. Discount applicable for all services excluded luxury accommodation. Offer applicable for booking dates 24/11 – 21/12/2015. Not available during long weekends or public holidays.  Offer applicable only when mentioned at time of booking.  Subject to availability. Nonrefundable, nontransferable and not redeemable for cash.