Frequently Asked Questions..

As cat owners ourselves, we understand how important it is for you to know how your pet is being looked after whilst staying at a cattery / cat hotel. We’ve answered some of the most common questions below, but if you’d like to know more please get in touch using the details on our contact page.

Can I come and look around the Cattery?

Here at The Lodge, we know it’s a big decision leaving your treasured pet behind while you jet off on holiday or are called away unexpectedly. We want you to be doubly sure that The Lodge is the right choice for you and you are welcome to come and visit. We’ll show you round, talk you through our services and let you know how we do things. Simply call or email to find out more.

When can I check in and out?

Dropping off and collecting your cat can be stressful. As much as possible, we tailor check in and out times to suit customers. All we ask is that you give us an indication of the approximate times on your booking form and we will do our very best to accommodate you.

In the unusual event that your cat has not been collected within 14 days of the agreed check out date, and no communication has been received from the owner, a decision to rehome the guest will be made at our discretion.

Is there a deposit? How many days are charged?

We are happy to accept payment in the form of direct transfer, cash or cheque which will become due at check in. The day of arrival, day of departure and all days booked are charged for. Around 30% of the total booking fee will be charged to secure your booking which is non-refundable. Christmas Day, New Year’s Day, Boxing Day and Easter Sunday are charged at double the rate.

What happens when I need to cancel?

To keep things fair, we ask for 28 days’ notice in the event of a cancellation. If we are notified outside of this period, the full balance will be required unless we are able to offer the stay to another client, in which case a partial refund may be offered at our discretion.

Are there any short stay fees?

For stays under seven days we charge an additional fee of £20 per booking.
This takes care of the additional hours cleaning and sanitising as well as the extra litter that is disposed of on shorter stays. We maintain the quality of our service on both long and short stays, so we are reluctant to use poor-quality litter as it is important to us to make each guest’s stay as comfortable as possible, whether it be for three days or three months.

Does my cat have to be healthy? Can I drop them off if they are ill?

A condition of your cat’s stay is that your cat is in a fit and healthy condition and has proof of vaccination against Feline Influenza, Enteritis and Feline Leukaemia. Guests are boarded at the sole risk of their owners and while care will be taken, The Lodge cannot be liable for illness, injury or death of any animal in their care.

If your cat should appear unwell while in our care, we will first try to contact your vet. Should this not be possible, we will enlist the services of our on-call veterinary surgeon. Fees may be applicable. Any fees incurred as a result of a pre-existing condition will be the responsibility of the owner and must be settled by the owner at time of check out.