DON’T FORGET to ANSWER ‘both’ your dashboards Q&A sections i.e. Customer AND Pet.
IF ONE OR BOTH DATES YOU ENTER – DOES NOT GIVE ANY RESPONSE AT ALL (e.g. daycare inquiry)- OR – RESPONDS WITH A ‘RED OUTLINE’ APPEARING AROUND THE DATE/S SELECTED – THERE IS NO AVAILABILITY
Why no response or a red outline?
Your booking has ALREADY been ‘confirmed’ upon your receipt of the Conditional Booking Confirmation” (CBC) email, PROVIDED you meet the ‘condition’ i.e. payment of the 10% Non Refundable Booking Fee (NRBF) within the specified time frames, that is typically within * 24 hours of the CBC email being sent.
IF YOUR BOOKING INQUIRY IS *SHORT NOTICE / ‘LAST MINUTE’
a) So what can I do?
a) Book the next session.
If you are borderline / approaching last minute, AND to mutually assist the process:
b) PROXY – you have booked the next session, you may already have departed on your trip? Perhaps your ‘approved’ proxy can assist & bring in your VIP? REMEMBER please ensure you have entered the requested proxies details in your Q&A response.
c) TRANSPORT by prior appointment – weekday only – provided someone can handover or receive the pet. First refer to the Transport tab on website and contact us for further details ref. pick up and drop off times / additional requirements.
Extract from Minimum Vaccination Standard FAQ:
“For the information of your veterinary surgeon, veterinary nurse we require the following ref. evidence of vaccination status:
Pet Food supplied must be sealed, and of commercial preparation & presentation.
1 favourite toy only – no bedding please
Professional bedding, Super Premium Food – Royal Canin ® Oz Pet cat litter® and a dash of TLC 🙂
For further info. on the minimum vaccination standard, vaccinations that are expired, need to be upgraded & routine renewals:- including
Please refer to FAQ: “What are your MINIMUM VACCINATION STANDARDS…?”
For further info. on the minimum vaccination standard, vaccinations that are expired, need to be upgraded & routine renewals:- including
Please refer to FAQ: “What are your MINIMUM VACCINATION STANDARDS…?”
MINIMUM VACCINATION STANDARD
Puppies & kittens – ALL 3 vaccinations need to be uploaded
Minimum age – 5 months
VACCINATION RENEWALS for those “IN a 12 monthly continuous cycle” AND who fall due PRIOR to an UPCOMING or DURING a period of accommodations, we suggest you vaccinate early (small grace period if due during a stay) and highly recommend renewals are given 14 clear days (preferred) PRIOR to check-in; but NO LESS than 4 clear days PRIOR to check in; PROVIDED the non-core kennel cough (KC) components (2) are ORAL or INTRANASAL and your pet is WITHIN its 12 monthly vaccination cycle. HOWEVER, IF the KC component renewal is by injection (parenteral) i.e. subcutaneous, then 14 clear days immunity build up applies.
Example 14 clear days: Vaccinated 1/1/22 pet eligible to check in on Day 15 i.e. 16/1/22
Example 4 clear days: Vaccinated 1/1/22 pet eligible to check in on Day 5 i.e. 6/1/22
## In either of the above circumstances or other circumstances where your pets VACCINATION is given less than 15 days prior to check-in you MUST ALSO provide a copy of your pets *PREVIOUS VACCINATION that states vaccination date & type given AND next due date (NDD), so that we can verify your pet is in its 12 monthly vaccination cycle / how far it may be out, as ‘we’ assess your pets immunity status.
*VACCINATION UPGRADES; PREVIOUS VACCINATION not available or NO VACCINATION HISTORY available for a required vaccine OR a required vaccine component e.g. Bordetella Bronchiseptica and/or Parainfluenza (collectively known as KC)?
You MUST advise us at the time of your booking inquiry. If upgrading a vaccine and or component, provided a 28-31 day booster is not required by us OR your vet then upon vaccination your pet will need to wait a minimum of 14 clear days prior to being able to check in on Day 15. Example 14 clear days: Vaccinated 1/1/22 pet eligible to check in on Day 15 i.e. 16/1/22. If a booster in approx. 4 weeks is required, your pet will need to wait another 14 clear days after the booster. Your “vet” may verbally advise 72 hours or even 24 hour is sufficient for some components. Irrespective of advice, WPR has other factors to consider, we require 14 clear days immunity build up for those with no vaccine / vaccine component history.
VACCINATION EXPIRED that are renewed, when outside a 12 monthly continuous cycle? You must provide the previous vaccination for our assessment. We do have a small grace period if you are a little overdue, again that grace period may differ to your vets advice as we have other factors to consider. Regardless, in such circumstances it is recommended that the non-core kennel cough (KC) vaccine component (2) renewal is ORAL or INTRANASAL.
If you are within our grace period, your pet ‘may’ be eligible for check in 4 CLEAR DAYS after renewal of the expired vaccination, UNLESS your vet recommends longer. Your “vet” may verbally advise 72 hours or even 24 hour is sufficient. Irrespective WPR has other factors to consider we require 4 clear days. E.g. Upgraded 1/1/22 your pet ‘may’be eligible to check in on Day 5 i.e. 6/1/22.
## Admittedly our vaccination policy is fairly robust. It is also not negotiable. We take the responsibility for the health and welfare of all of our VIPs seriously. We simply prefer to err on the side of caution and aim for best practices and standards that will always be higher than the minimum.
Any concern or doubt as to your pets current vaccination status MUST be cleared with us at the booking inquiry phase and PRIOR to payment of a non refundable booking fee AND your pet entering our resort.
VERY IMPORTANT – refer to online booking system Terms and Conditions / website FAQ’s ref. on online booking system / updated / current terms and conditions including, agreed to vaccination policy. Signed waiver refers; which applies to all online bookings and from October 2020
Un-desexed DOGS – additional surcharge applies & limited availability in peak periods:
The following is not an exhaustive list. Additional charges may be applied at the time of your conditional booking confirmation, at check- in or during your stay as required.
You will also have the opportunity to add additional services when ‘adding a booking’ from your online booking dashboard.
The peak period for Christmas New Year 2021/2022 commences on Saturday 11th December 2021 and continues through to Sunday 23rd January 2022.
We are closed for the Christmas New Year period from Friday 24th December 2021 and until Monday 3rd January 2022 inclusive, re-opening on Tuesday 4th January 2022.
With the exception of 24/12/21 to 4/1/22 inclusive, there is no minimum accommodation period during the period 11/12/21 to 23/1/22. However approval for shorter stays (7 days & less) will be capped initially & particularly during the week leading into Christmas, as appointments are prioritised to those checking in for Christmas & the New Year. Short stay inquiries outside the cap, may be processed in the last week. TIP – book early 🙂
The Australia Day public holiday is Wednesday 26th January 2022.
* DAILY RATE: Accommodation fees for each pet, are calculated on a calendar day basis. This also includes the day of arrival and the day of departure, regardless of which session you arrive in or depart on.
Best way to make the most of the daily rate? – check-in, in the morning and check out, in the afternoon on our ‘busiest days’.
Solo accommodation rate (SAR) – is commensurate with covering part of the financial loss of providing additional kennel space (caused by the additional kennel management needs of your VIP). Some establishments charge 100% extra. We meet you 1/2 way. It also relates to our duty of care / professional kennel management standards that we apply to all pets.
This surcharge generally applies to non social breeds (as determined by Whitsunday Pet Resort), entire male, unsociable male/female, owner requested, resort required e.g. brachycephalic breeds or the elderly dog who require reduced stimulation & must rest, breeds or mix of those breeds of a genetic predisposition to personality traits and temperament, whether displayed before or not. The surcharge also applies to the VIP’s who have previously been, are or deemed to be potentially incompatible or are are incompatible with others and in such circumstances can also clearly apply to a sociable breed.
The surcharge is subject to demand; and so it is not applied for the entire peak period; this surcharge is only applied OR occurs at the busiest peak period times e.g. leading into and out of Christmas/New Year, Easter or large event.
This charged has been in existence for several years and if you have not been charged this before in a busy peak period then you are ahead.
In 2021/2022 the SAR will apply from Saturday 11/12/2021 to Sunday 09/01/2022 inclusive.
Note: Our standard B&B rates have always been based on your pet possessing an even temperament with a sociable and non-aggressive nature and therefore their ability to share accommodation. Why? The domestic dog is the majority of cases a social animal. Sharing arrangements WHEN implemented, are typically with those pets of the same family, those well socialised / trained, where NO additional costs apply.
Obedience training and the incorporated socialisation of your pet provides a lot of cross benefit, and goes a long way to ensuring a great visit. Highly recommended.
Recapping, solo accommodation required (duty of care to all pets) or requested in the busiest peak periods = solo accommodation surcharge. Currently in quieter periods we have always provided solo accommodation as standard or as needed, without the surcharge being applied. If your pet meets ALL of the following: i.e. our breed, type & de-sexing requirements and possesses an even temperament with a sociable non-aggressive nature, and therefore has an ability to share accommodation; then this surcharge will NOT APPLY to you.
NON REFUNDABLE BOOKING FEE (NRBF)
Our NRBF rate considers potential COVID-19 impacts, and is purposely minimal i.e. 10%, compared to the total value, given that we do not ask for payment in full at the booking confirmation stage.
IMPORTANT: Cancellation in writing of a confirmed booking, at any time PRIOR to your scheduled appointment, also relieves you of the contractual obligation to pay the balance due.
In the event of a no show / cancellation change of mind, regardless of reason, self cancellation scenario – unforeseen or otherwise incl. COVID 19; your NRBF of 10% is forfeited & is therefore not transferable.
Forfeit, view our reasonable administration costs & contribution to losses incurred by cancellation and as per ACL guidelines.
There is some conditional opportunity for a booking modification & fee to be paid ($17.50). See Par. 12 T&C’s – where conditions of: similar time frame to that originally booked, same days/value, required notice – ALL apply. Differing Packages impact limits to the no. of changes permitted, including the cost of the booking modification of fee applied.
Further flexibility also exists with our 24 hour cooling off period.
Sorry, we are CLOSED.
Our trading hours are for your prior planning.
The last appointment for check in & departure is 10′ before the end of a trading session.
We are a busy facility and have many other related commitments.
We are also bound by council by-laws, which must be respected and strictly adhered to.
In addition, it is equally important to preserve the routine and comfort of our Very Important Pets.
EXTERNAL EVENTS OUT OF OUR CONTROL. Should an ‘off site issue out of our control’ cause you a delay and you subsequently ‘miss a flight’, the ‘bank closing time’ or a ‘tour departure’, then naturally you adjust your plans and reschedule. We certainly empathise and understand that such rescheduling may be at some considerable inconvenience to you. In ALL such circumstances we ask that you respect our operating hours and similarly request a rescheduling of your arrival and departure time to our next scheduled trading session, and regardless of whether it is a weekend or a public holiday etc. Remember our office is closed between hours of scheduled trade and such scenario is not an excuse to attend & wander around the property.
STAFF ARE NOT AVAILABLE. Staff are not rostered on standby, requested OR asked to be available to assist with a call out / out of hours requests. Even if they were available, the raw wages cost factor alone, 2 staff minimum overtime rates for a min. of 2 or 3 hrs each (depending on award or agreement), the administration of same… It is not commercially viable & completely disregards our vision that includes all pets.
If you find you have arrived out of hours, please make arrangements and communicate a respectful intention to return during a scheduled trading session. Upon re-opening in the next session and receiving your request, we will respond as soon as we can. Additional patience may certainly be required as we may be first attending to other scheduled check ins and departures.
Whitsunday Pet Resort DOES NOT provide, offer or negotiate out of hours arrivals or departures i.e a CALL OUT.
UPDATE MAY 2021: There may be some limited opportunity for a continuation of shift scenario ONLY (i.e NOT a call out scenario) for a max of 25′ after a session closure with staff already on shift – IF they are available. Fees apply. SEE specific FAQ that provides details on costs and conditions.
THIRD PARTY PROXIES – Many of our customers nominate a third party (proxy owner, agent or representative) who may be able to assist you, in check in and collection during our business hours. # IMPORTANT – Third party proxies MUST be ‘prior approved’ by Whitsunday Pet Resort. See specific FAQ as to why everyone cannot be a proxy.
ALTERNATIVELY you are welcome to drop off your pet the day before or collect the day after.
Once again, a genuine thank you for respecting our privacy and our vision for your Very Important Pets.
UPDATE – the FOLLOWING certainly does not apply to our typical wonderful and respectful customers, it only applies on those rare occasions to those ‘few’ who may have missed some of our previous correspondence, or who may have some ‘specsaver’ type difficulty in reading & complying with property signage 🙂
To address VIP security, everyone’s health and welfare issues, some additional ‘out of hours’ comment and to provide general education on expected behaviours, it has become necessary to provide some further explanation to the above:-
1. WANDERING OUT OF HOURS – It is a serious WH&S issue and Trespass matter for those who intentionally or not, display little respect for our business hours, appointments, property boundaries or signage AND commence to wander through private property. Surveillance footage will be handed over to the police.
Even more serious:
2. WH&S comment:
a) Some pets are extremely protective of their locale and through frustration may ‘vent’ on a resident, private visitor or staff member who may be with the ‘protective dog’ if they cannot ‘get’ to a wandering stranger. The staff member subsequently gets chewed up – some dog breeds will and have done this to people before;
b) Off lead, high level dog training may also be occurring on the property out of hours.
3. TRESPASS comment:
a) Security of our VIP’s, our property, is taken very seriously.
b) Trespassers WILL be prosecuted.
c) Additionally, a person arriving early or late for appointment with a misguided belief that they are somehow entitled to ignore signage and wander through the property etc., are trespassing.
d) Our signage applies to everyone.
Not everyone can be approved as a proxy. Due to biosecurity arrangements, a nominated proxy cannot be a house sitter, pet sitter, dog washer, unlicensed back yard operator or similar, as they are at a higher occupational risk of coming into contact with other unvaccinated / unprotected pets and as a consequence may be a source of carrier transfer of bacteria, disease, virus or various parasites, some of which are highly contagious and can be transferred via clothing / footwear etc. after previous direct or indirect contact etc. e.g. aerosol contact. See Par. 35 T&C’s.
Your email or phone message is naturally VERY IMPORTANT to us, however they are only checked during our office hours / session times. Not between sessions – our office is closed.
Our priority is always with our in house guests (VIP’s).
Processing of booking inquiries occurs during each session.
We endeavour to respond to all emails or phone messages within 24-36hrs of receiving them.
You haven’t received any response?
Before following up, kindly first check your junk folder 🙂
Perhaps your question has received a lower priority as the answer is in our website FAQ’s – kindly check there first 🙂
Thank you for your patience & co-operation.
As we generally hydrobath or carry out a kitty kat dry wash and groom* the morning before your scheduled departure, we would certainly appreciate your courtesy of providing 48 hours notice of any changes to your pick-up appointment time.
There are no refunds for checkout or pickups earlier than the accommodation originally booked & confirmed.
Thank you for allowing us to present your VIP in the best possible way!
* Included in our Platinum & Platinum Plus Cat packages; and complimentary after a 7-day stay; on our standard / B&B package.
See our Terms and Conditions & other FAQ’s ref cancellation, booking modifications – conditions and notice required.
The peak period rate is charged on all Queensland School Holiday Periods that includes the Christmas New Year Period and the Easter holiday break.
The peak period rate is also charged on public holidays and public holiday periods.
A public holiday period is one where a public holiday leads into or follows a weekend i.e. where the public holiday is either on the Friday or Monday.
All other periods can generally be regarded as the off peak period (daily discount applied)
Pets with treated or untreated injuries, diseases or illnesses, may not be accepted into the resort.
All injuries, disease or illness or those pets who are OR will be in post operative recovery, must be disclosed during the booking inquiry phase prior to your pet’s arrival.
Update – Since COVID-19 – please limit to 1 x favourite toy (will be treated with F10)
Not at all. All bedding is supplied. All bedding is washed & treated daily.
If you still wish to bring your dogs ‘special’ bed, it must be:
If you wish to bring any blankets or towels, they must be moderate in size and ones that you are prepared to lose, as any unhygienic or soiled bedding will be disposed of.
We certainly keep our VIP’s warm and wash and sort our own blankets & towels daily.
PREMIUM Bedding? – Please refers to our platinum packages for information on our premium bedding options.
No, you will not be charged any extra if you collect your pet in one of our afternoon sessions. We charge a daily rate that includes the day of drop-off and day of collection, regardless of whether that occurs in the morning or afternoon. Many of our customers already take advantage of this and use the opportunity to unpack, unhitch the boat or van and collect their VIP during one of our afternoon sessions. For further explanation on a daily rate, please refer to our FAQ “Why do you have a daily rate?”.
General resort management and routine, the amount of infrastructure, equipment, miscellaneous costs, floor space allocated, exercise, care and attention needed, staffing levels, is in essence, the same for all dogs, no matter what their size.
The amount of food consumed by each VIP is only a small percentage of the total cost. Ironically the smaller dogs get a little extra, in the form of a recently introduced delicious super premium tinned food options that accompanies our super premium dry food as required.
Many of our smaller VIP’s simply require additional one-on-one time & care, including extra supervision in our exercise yards.
We would have it no other way at Whitsunday Pet Resort.
And yes while cost is very important, what goes on behind the scenes is even more so.
It is best to check in your VIP earlier in the day if possible, to allow more time for your pet to familiarise itself with its surroundings and our routine.
This will also give us lots of time for frequent and positive interactions throughout the day to get your dog’s tail wagging or your kitty kat purring.
Yes you can bring your own food, restrictions apply as per COVID safe management update.
Please refer to par. 39 of Whitsunday Pet Resort Pty Ltd ACN 163 053 110 Contract – Agreement – Terms & Conditions – All Pets when you register on our new online booking program
There is a small daily storage and preparation fee for any food you provide that requires refrigeration or a freezer.
However with 14 days notice we can generally provide any veterinary grade super premium food of your choice and without additional charge.
We also have a menu of extras, sides and main meals for a small additional cost that you can select on check in to supplement our standard B&B package.
Please refer to our platinum and platinum plus packages where choices ranging from treats to meals are automatically included in the daily rate.
For more information on package content, please click here Cats Dogs
When our customers arrive and depart with their VIPs, some of our in-house VIP’s think they could be ‘next’, and so a little bit of ‘chat’ between them may start.
If you are collecting your VIP, your dog and yes your cat, already knows you are at the Resort before you even get out of your vehicle.
Many of our VIPs may also be getting exercised or fed, or just having a game on your arrival.
Depending on the days antics, we are also very conscious to encourage and carefully place any shy dogs in the most suitable accommodation.
When we are closed it is a different story, as is bed time. Generally you can hear a pin drop. The VIP’s have been fed the best food you can buy, they have been exercised, their beds are cosy…it’s time for more sleep…
Out of Session ‘REQUEST‘ – IF accommodated, the following conditions & charges apply:
We have a duty of care and have made some changes to our business to keep our clients and staff safe, particularly those who may be in a high risk category. We are operating by appointment only during our opening hours and have ceased all viewings of the resort at this time. Additionally we are no longer offering daycare.
“Viewings are certainly welcome as we are proud of our service and standards.”
Please contact us for an appointment.
Unfortunately, we are unable to offer ‘spontaneous’ viewings during:
Why? Other in house cats, dogs, old, young, the unsocialised, protective may be unnecessarily intimidated, challenged & stressed by your presence and so may need to be moved, prior to a viewing.
Thank you for your understanding.
With the exception of a sudden or extraordinary rise in costs, our annual price rise is effective from 1st July each year (purposely applied in between school holiday periods) It reflects increased operating costs such as insurance, super premium food, & similar miscellaneous costs that have occurred in the preceding 12 months. 1st July is also aligned with the national wage increase.
Comment: Insurance rises have been noticed in 2019/20, significant covid-19 costs have not been passed on @1/7/20
* Prices charged are those current at the time of boarding accommodation check-in and not at the time of your booking inquiry or confirmation.
* UPDATE: ‘Currently’ with our new booking system you can beat the 1 July price rise by securing a ‘confirmed’ booking pre July for e.g. for a September or Christmas booking…