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        • - Christmas 2019 -

           

          All Hanrob Pet hotels are open for pet services during the Christmas festive season and will be fully staffed to care for your pets.

          Christmas is one of our busiest times and we are already taking bookings. Our peak season runs from 19 December 2019 to 7 January 2020. During this time, there is a 10-day minimum booking period, although you are able to drop off and pick up your pet within the 10-day period.

          To ensure that all pets staying with us receive our full attention, our receptions are closed to arrivals and departures on Christmas Day, Boxing Day and New Year's Day. On these days, our telephone message bank is checked, but only urgent enquiries will be responded to and pet updates will not be provided.

          On all other days, our reception and call centre will operate during the normal working hours, outlined below for your reference.

 

      • HOLIDAY OPENING HOURS

        Reception Closing Dates
        • Wednesday 25 December 2019
        • Thursday 26 December 2019
        • Wednesday 1 January 2020
        All Other Days – Usual Operating Hours

        Hanrob Brisbane
        Monday to Friday: 6am to 7pm
        Saturday: 8am to 6pm
        Sunday: 10am to 6pm

        Hanrob Canberra
        Monday to Friday: 7am to 6pm
        Saturday: 8am to 1pm
        Sunday: 2pm to 4pm

        Hanrob Sydney Airport
        Monday to Friday: 6am to 8pm
        Saturday: 7am to 7pm
        Sundays: 9am to 8:30pm

        Hanrob Heathcote
        Monday to Friday: 7am to 6pm
        Saturday: 8am to 4pm
        Sunday: 2pm to 5pm

        Hanrob Duffys Forest
        Monday to Friday: 7am to 7pm
        Saturday: 8am to 1pm
        Sunday: 2pm to 4pm

        Hanrob Melbourne
        Monday to Friday: 6am to 7pm
        Saturday: 8am to 6pm
        Sunday: 10am to 6pm

        Christmas Cat

        FAQs

        Will my pet still receive enough play time and exercise for a stay over Christmas?

        Whilst we are at full capacity, we are also fully staffed during this peak period. Because we only offer a limited number of packages, we are able to ensure each pet receives enough interaction with other pets and staff during their holiday at Hanrob.
        Most dogs staying with us will receive on average two hours play time in our secure, outdoor, grassy play areas, providing them with enough time to exercise and socialise with other dogs. For certain breeds, we are unable to offer social play time. These breeds will instead receive solo daily play time during their holiday. Our feline residents also receive daily play time and interaction with our staff during their stay.

        Can I still book a Staying Connected package for my pet's stay?

        During peak periods we are only able to provide Pet Pics n Play. We are unable to offer pet videos and video calls over Christmas. You are able to contact us to enquire how your pet is getting on and we will contact you immediately should we have any concerns. For pets enjoying a Royal Pet Package, you will receive a postcard of their stay to your home address.

        My Pet is arriving by pet shuttle, how do I know they arrived OK?

        Regardless of how your pet arrives, you will receive an email from us when they have settled in. Because you're travelling, we send this communication by email rather than SMS to ensure you receive it. We usually send these the day after your pet has arrived.

        What are your open hours over Christmas?

        All our hotels are fully staffed throughout the Christmas season. However, each year, we close our receptions to arrivals and departures on Christmas Day, Boxing Day and New Year's Day. On these days, our telephone message bank is checked, but only urgent enquiries will be responded to and pet updates will not be provided. We would also like to remind you that during this time - as with any other time of the year - we will be in touch with you immediately should there be any concern about your pet.

        Receptions Closed
        December 25 | December 26 | January 1

        On all other days, our reception and call centre will operate as per normal working hours.

        How do I contact you over the Christmas Period?

        You can contact our dedicated customer service team on 1300 738 468, our reservations team on 1300 426 762 or email info@hanrob.com.au. You can also contact us via the forms on our website. Please note that on 25 and 26 December 2019 and 1 January 2020, you will be able to leave a message and only the most urgent calls will be returned.

        Who's looking after my pet if you're closed for three days over Christmas?

        Our Pet Hotels are fully staffed across the Christmas season. Our reservations centre and reception areas, however, are closed on December 25, 26 and January 1 so we can concentrate on looking after the pets who are staying with us.

        Will you contact me if you have any concerns with my pet? Even on Christmas day?

        Yes, absolutely. Your pet's welfare is our number one priority and, just as at any time of year, we will endeavour to contact you immediately should we have any concerns about your pet's welfare.

        Can I request a pet update over Christmas?

        So that we can focus on the welfare of each pet staying with us across our busiest season, pet updates will only be sent to customers who have purchased a Pet Pics n Play package between 20 December 2019 and 3 January 2020 and we will not be providing any pet updates on 25 and 26 December 2019 and 1 January 2020. Should you contact us on those days, your update will be received when our receptions reopen. Rest assured that should we need to contact you about your pet on those days, we will do so immediately.

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TERMS & CONDITIONS

Over the Christmas period, packages available to choose from are restricted to ensure that all pets staying with us receive our full attention. Bookings for Christmas require a minimum deposit of $200 or 30%. This is refundable during a 24-hour cooling-off period but non refundable 24 hours after booking. Balance of payment for Christmas bookings were taken on 28 November 2019. Bookings for Christmas made after 28 November 2019 require payment in full. For our full terms and conditions, please click here.