Note: For full details, please refer to our terms and conditions pages
Can I make a preliminary booking?
No, bookings can only be made online with a 50% deposit of the total balance of your stay.
Can I make a telephone booking?
No, all bookings need to be made online with a 50% non- refundable / non-transferrable deposit.
What method of payment do you accept?
Most major debit / credit cards (except American Express), cash and payment via our online payment portal.
If I cancel my booking, is my deposit refundable?
No, your 50% deposit is non-refundable / non-transferrable in all cases. Please note, bookings for arrival within 14 days, full payment will be required at time of booking. This is non-refundable / non-transferrable in all cases.
Do I get a refund if I pick up early?
Refunds cannot be made for early returns. Alterations to dates will incur a £10 per date administration charge and will be subject to availability.
Can I view the Pet Hotel?
You are welcome to visit our Pet Hotel, Monday to Saturday between the hours of 10:30AM and 1:00PM. We are unable to allow viewing on Sundays, Bank Holidays or Peak Periods. Children must be over the age of 14.
Can my dog and cat share?
No, your pets may be happy with that situation, but our other boarders may not!
What time can I bring my pet in?
Any time after 9.00 am. First time boarders we advise to be in by lunchtime to enable your pet to settle in.
Can I collect on Sundays, Bank Holidays or after hours?
No. Drop off and collection can only be made during our business hours.
Does my cat need to be neutered?
Yes.
Will you take my bitch in season?
Yes, we can keep her secure away from our male boarders.
Does my pet need any vaccinations?
To Be accepted into the Kennels, all dogs must be fully inoculated against Distemper, Hepatitis, Parvovirus, Leptospirosis. Vaccination certificates stamped by your Veterinary Surgeon must be seen prior to boarding. Dogs without current vaccinations will be turned away. Please note if you fail to provide a valid Certificate before or upon entry you will be turned away and any pre paid deposits will be forfeited. Due to Data protection your Vet is not at will to discuss your vaccination details with us. If you are unsure of your Dogs Vaccination Requirements to Enter Imberpark please consult your Veterinary surgeon.
To be accepted into the cattery, all cats must be fully inoculated against Flu and Enteritis
within the last twelve months and not less than four weeks prior to boarding. Vaccination
certificates showing up to date vaccinations must be seen prior to boarding. Cats without
current vaccinations will be turned away. Please note if you fail to provide a valid
up-to-date certificate on entry you will be refused. Due to data protection your vet will
not discuss your vaccination details over the telephone.
Does my dog need the Kennel Cough vaccination?
Although we do not insist dogs are inoculated against Canine Infectious
Bronchitis (Kennel Cough), we strongly recommend you discuss this matter with your
veterinary surgeon as this is caused by a complex virus / bacteria only some of which
respond to the vaccination. Should you decide to have your dog(s) vaccinated against Canine
Infectious Bronchitis, the vaccine must be administered at least two weeks prior to
boarding.
Please note: Animal(s) showing signs of Canine Infectious Bronchitis (Kennel Cough), or any
contagious disease will be turned away.
Does my pet need to have a flea treatment?
All boarders are required to be up to date on their flea treatment.
What if my pet falls ill whilst I am away?
We will in all emergencies use our own 24-hour vet to treat your pet. Our vets are able to liase with your own vets, but it is a requirement that you notify your vets that your pet is coming to stay with us as due to data protection / privacy laws, they may not be able to discuss your pet’s welfare/ condition.
Will you be able to administer drugs?
Yes, providing the owner supplies enough medication and gives clear instruction regarding dosage. This may incur an extra charge depending on complexity and regularity. We will not take any animal with an infectious condition. Please enquire for more details.
Are the boarders mixed?
Absolutely not. We only ever mix family groups. Our borders have no physical contact with any other pet from a different family.
Is feeding included in the boarding fees?
Yes, unless your pet is on a veterinary prescribed diet. Food available from our extensive range in our onsite pet store is supplied. There is no reduction for owners supplying their pet's own food and if they are on a special diet, owners must ensure they bring enough food to cover the length of their pet's stay.
What exercise will my dog receive?
Each of our dog suites have their own attached, enclosed run which they have access to throughout the day. Our dogs receive 45 minutes per day enrichment in addition to this. We also offer a walking service, please see wellbeing / tariff for further details.
Are the kennels / cattery heated?
Yes, the sleeping area has thermostatically controlled heating which provides constant warmth.
My pet is elderly, will you accept it?
We treat each pet as an individual, if your dog is over the age of 10 years old or cat over the age of 13, whether or not they have boarded with us before, they may be subject to a medical health consultation by one of our team to establish if they are suitable to board / board again at our facilities. This may include a prior visit with your pet before your boarding arrival date. Any animal deemed to be unsuitable to board with us will be refused entry. If you are concerned about your pet's age, we will be happy to discuss it with you.
Can I call to check on the wellbeing of my pet?
We are always happy to give you an update on your pet's wellbeing if you would like to call or email us during office hours.
What happens if my pet is not suitable for boarding?
We require a UK contact name and number in case of emergency. Someone who would collect your pet if not suitable for boarding and / or make any veterinary decision should the need arise.
My pet is afraid of fireworks and loud noises, is this a problem?
Fortunately, we are in a semi-rural environment so we don't have a big problem with fireworks. If your pet is particularly nervous, we would suggest your vet could give medication that we would administer.
Can I bring my pet's own bed / toys / scratching post?
We supply all beds, bedding, toys, feeding bowls etc so personal belongings are not required or accepted as we cannot guarantee the safe return of these items. We are here to look after your pet, not their belongings! A scratching post for cats will be supplied. For hygiene purposes, we do not accept cat baskets within the cattery, these must be taken back with you.
Can I visit my pet / can I take my pet down to their accommodation with you?
No, as it causes great distress not only to your pet but other pets being boarded. It also avoids the risk of infection being brought directly into the pet hotel.
Can I have my dog bathed before he / she is collected?
We do offer a Bathing spritzer service leaving your dog clean and fresh ready for your return. See our tariff for further details. Please note this is NOT a full grooming service.
Can you store my cat basket?
Due to a lack of space, we are not able to store cat carrying baskets. Baskets left with us will incur a surcharge of £10 per day + VAT.
Do you collect and deliver animals?
No, unfortunately not however we can put you in touch with a pet transportation service for you to discuss your needs.
Can my friend / relative / emergency contact collect my pet?
Absolutely! However, we will need to be made aware of this at the time of check in. You will be required to complete and sign a form giving full details of whom will be collecting your pet. Your designated collector will be asked to provide ID at the time of collection so please make them fully aware of this. For security purposes, without ID and/or prior authorisation from you, we will not be able to return your pet.