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 Change Policy
10 day minimum standard charge for pets arriving between 20/12/13 – 04/01/14
4 day minimum standard charge for pets arriving between 5/1/14 – 27/01/14
6 day minimum standard charge for pets arriving between 17/04/14 – 22/04/14
All other peak periods
4 day minimum stay
30% deposit on booking or $100 per pet whichever is the greater amount
Outstanding balance due on arrival or 4 days prior if arriving by pet shuttle. If arriving by pet shuttle the outstanding balance is deducted from the nominated credit card 4 days prior to pet’s arrival
Christmas & Easter bookings
If cancellation is more than 14 days before pets arrival a cancellation fee of $100 is applicable. cancellation fee is waived if the client chooses for the full deposit to be held in the pets record for a future stay. if client does not want the deposit held over for a future stay the $100 cancellation fee is deducted from the deposit and balance of deposit is refunded.
If cancellations is less than 14 days before pets arrival a cancellation fee of $100 is applicable and the remaining deposit is held in the pets record for a future stay.
All other times
Cancellation fee of $50 is applicable and balance of the deposit is refunded. Cancellation fee is waived if the client chooses for the full deposit to be held in the pets record for a future stay. If client does not want the deposit held over for a future stay the $50 cancellation fee is deducted from the deposit and balance of the deposit is refunded.
25th & 26th December (all facilities)
1st & 27th January (all facilities)
9th March (melbourne airport)
18th – 21st April (all facilities)
25th April (all facilities)
8th June (all facilities)
5th October (Heathcote, Duffys Forest & Sydney Airport)
Heathcote: Limited hours of 3pm – 6pm on public holidays
Duffys Forest: Closed
Melbourne and Sydney Airport: Open
No pet shuttle available on public holidays