FAQ

Quality of Service

Why should I choose Hanrob Pet Hotels as the best option for my pet?
Since 1981 Hanrob Pet Hotels has been passionately caring for pets in those times when their owners are away. Hanrob Pet Hotels has invested an extensive amount of time and resources to achieve ‘best practice’ standards within our business. Over 140 vets in both Sydney and Melbourne are actively recommending Hanrob Pet Hotels to their customers. Our employees are at the heart of our great service which is why we are also a nationally Registered Training Organisation (RTO No: 70236). This certifies us to implement and provide nationally recongised industry based training programs both to the public and our employees. Our employees are educated and trained at the highest level. This gives you peace of mind your pet is in the best hands available.
Do you have a Customer Care Program?

Yes. Hanrob Pet Hotels focuses every aspect of our business around providing the best service for our customers. Our customer’s feedback is so important to us that we actively ask each and every one of our customers to review their past experience with us. This ensures we are continually improving our service so that we can provide the best care available for your pet. Don’t take our word for it, click here to read our customer reviews.

Have you won any awards?
WOMO Service Excellence Award Winner 2016 WOMO Service Excellence Award Winner 2015 WOMO Service Excellence Award Winner 2014 WOMO Service Excellence Award Winner 2013 WOMO Service Excellence Award Winner 2012 Finalist in the National Small Business Awards 2012 Local Business Awards Winner for Outstanding Petcare 2011
Please explain your complimentary pet shuttle service?
To provide premium convenience, we offer all our customers a complimentary pet shuttle service from over 140 convenient locations throughout Sydney, Melbourne, Brisbane and Canberra. You simply drop off your pet at your local vet or Petbarn store and our air-conditioned pet shuttle will transfer your pet to our hotel and will also return your pet at no additional charge.
I’m worried that I can’t see if my pet is enjoying themselves while I’m away?
There is no need to worry; we have an open door policy. We understand pets are family members and as such have designed services so you can see your pet having a great time with us. If you would like to see your pet more often we even offer a Staying Connected Package where you Skype your pet with their carer, receive video updates and photos.
My pet is on a special diet, can I supply my own food?
Yes. We are more than happy for you to supply your own food.

Boarding Locations and Hours

What are the hours of operation at each hotel?

Heathcote: Monday to Friday 8am-5.30pm; Saturday 8am to 4pm; Sunday 2pm-6pm

Sydney Airport: Monday to Friday 6am-8.30pm; Saturday & Sunday 7am-8.30pm

Duffys Forest: Monday to Friday 8am-4pm; Saturday 8am-1pm; Sunday 2pm-4pm

Melbourne Airport: Monday to Friday 6am-9pm; Saturday 8am-9pm; Sunday 10am-9pm

Brisbane: Monday to Friday 6am-9pm; Saturday 8am-9pm; Sunday 10am-9pm

Canberra: Monday to Friday 7am-6pm; Saturday 7am to 4pm; Sunday 10am-6pm

Do you conduct hotel tours?
Yes, we have an open door policy and encourage you to meet the team and look around. No appointment is needed. We do recommend you undertake tours Monday to Saturday between the hours of 10am to 2pm so our staff have time to show you around and answer all your questions to provide you peace of mind.

Boarding Requirements

What age can I board my pet?
All guests must be between 5 months and 15 years of age with completed updated vaccinations.
What vaccinations are required for dogs?
Based on recent scientific information provided to Hanrob Pet Hotels by one of Australia’s leading veterinary pharmaceutical companies, Boehringer-Ingelheim, there is strong scientific evidence to support the use of intranasal vaccines for dogs, to assist in reducing Bordetella and Parainfluenza, (Canine Cough). According to World Small Animal Veterinary Association; ‘Numerous published studies have demonstrated superior protection with intranasal canine cough vaccines compared to injectable products’ To enhance the health and well being of your pet in our care we recommend intranasal over injectable vaccines. Intranasal 2 days or greater from check-in OR injectable 7 days or greater prior to check-in. Please note; the further away from check in you vaccinate your pet the stronger protection they will have.
What vaccinations are required for cats?
F3, F4 or F5 given 5 days or greater before check in. Please note; the further away from check in you vaccinate your pet the stronger protection they will have. To ensure full protection for all pets boarding at Hanrob Pet Hotels each pet must be fully vaccinated. Verification that vaccinations have been completed is required and we ask clients to present their current certificates prior to boarding.
I heard that vaccinating my pet doesn’t 100% protect them against canine cough or cat flu?
Yes this is correct. Just like the human flu vaccination not all strains are covered, however veterinarians recommend vaccination to minimise the effects of the cold if your pet does contract the virus.
What is Canine Cough or Cat Flu?
In dogs the common cold is referred to as Canine Cough and in cats it is referred to as Cat Flu. Both are an airborne virus and can be easily transmitted between animals. Even when pets are in the most hygienic and well ventilated areas, the virus can still spread through the air just like in child care centres. Due to the nature of the airborne virus, no petcare facility is immune from Canine Cough or Cat flu. The virus can be acquired anywhere, whether it be at a friend’s house, the local park or even at a vet. Hanrob Pet Hotels operate very high standards of hygiene at each facility and implement strict vaccination policies to ensure all pets in our care have high levels of protection and chances of infection are minimised.
Why does Hanrob Pet Hotels recommend the intranasal Bronchi-Shield 3 vaccination as the best protection for my dog? (needs to be administered 8 days or greater from check-in)
Hanrob Pet Hotels has undertaken extensive research throughout Australia, NZ, USA and UK to obtain the best protection vaccinations whilst in a Pet Hotel. Our recommended vaccination policy now reflects what vets are recommending as a result of the latest research studies. The Bronchi-shield 3 intranasal vaccination gives the best available protection for your dog. This combination has been proven in many cases to reduce the clinical signs of canine cough and also dramatically reduce the spread of the virus and is the best protection available for dog.
Can I bring my pet’s crate, bed, blanket or favourite toy?
Hanrob Pet Hotels supplies everything that your pet needs to ensure they are warm and comfortable. We ask that you do not leave your pet’s carry crate behind as storage is limited.
My pet has a pre-existing medical condition?
It is very important you communicate at time of booking any medical conditions your pet may have. This will ensure we can cater for your pet’s needs. Please note, due to the high care requirements for diabetic pets, we are unable to accept them.
How much deposit is required for each pet booking?
Minimum 30% deposit is required or $100.00, whichever is the greater amount.
Do you care for undesexed cats?
Unfortunately we do not accept entire male or female cats for boarding at Hanrob Pet Hotels. This is due to a number of reasons including aggression & anxiety issues associated with undesexed males, behavioural problems for entire females when in season, urine marking and/or spraying as well as a higher risk or LTI (Lower Urinary Tract Infection) within entire males.

Pricing Structure

Why does pricing on the website say 'from'?
We have many options for pet owners to choose from and we communicate ‘from’ so that we do not confuse customers with a complex price list. The pet boarding industry is also seasonal with peak and off peak pricing structures.
What is included in the standard boarding rate for dogs?
A comfortable room with bedding and drinking facilities, room service, feeding twice a day, toys, a playtime session, action photos of your pet on our Facebook page and complimentary pet shuttle service from selected locations to and from our hotels (excludes Sydney Airport location).
What is included in the standard boarding rate for cats?
A comfortable room with bedding and drinking facilities, room service, feeding once a day, action photos of your pet on our Facebook page and complimentary pet shuttle service from selected locations to and from our hotels (excludes Sydney Airport location and Duffy’s Forest).
Can I book more activities for my pet?
Most definitely. We offer many playtime packages to suit a range of needs. We also offer dog training programs, grooming, and even a Staying Connected Package so you can Skype your pet and keep connected while away.
Do you offer discounts on long stays?
Yes, if pet is staying longer than 30 days.
What is the minimum stay period over Christmas and Easter? Christmas:
The minimum booking over the Christmas period is 10 days. This relates to the number of days that must be paid for, the pet does not need to stay at the facility for 10 days. This minimum booking requirement is active for all bookings between 18th December 2016 and 12th January 2017. Easter: The minimum booking over the Easter period is 6 days. This relates to the number of days that must be paid for, the pet does not need to stay at the facility for 6 days. This minimum booking requirement is active for all bookings between 25th March 2016 and 28th of March 2016.