FAQs

Frequently Asked Questions to help you prepare for your pet’s day stay or boarding holiday

Can I feed my pet or give them some treats before they arrive?

Please don’t! In fact, It’s best you don’t feed your pet prior to check in! This way, we can use our food & tasty treats to make friends with your pet. We’ll also give them a tasty breakfast once they settle into their own space. And, travelling in the car on a full stomach isn’t a good idea! If you’d like to send your pet off with some goodies, label the takeaway container or packet and we will give it to your dog to help them settle in.

What should I bring for my pet?

Your pet will appreciate a throwaway item (such as a T-shirt or nightie) with your scent on it. We provide hygienic and cosy beds and bedding including cuddly blankets and a wide variety of toys.If you wish to have your items returned, they need to be clearly labelled. We cannot guarantee the return of items or their condition on checkout. If you would like your item(s) returned they must be clearly labelled. Any unlabelled items will be given to charity. As we rarely use leads because of our style of training and handling, we do not require you to leave your leads or harnesses. If you do leave these items, unless they are clearly labelled, they will also be given to charity.

What are your hours?

Check ins: 8am-11am by prior appointment only. Front gates open and close at these times automatically. The gate can not be manually opened from the road.
Check outs: 4pm-6pm by prior appointment only.

Can I come outside of your hours?

No (with one exception). The front entrance gates close and lock outside of the above times. Council kindly allows us to be open for your convenience on weekends, public holidays, even at Christmas and New Year. However we must have quiet between the hours of 11am-4pm. This enables our lovely neighbours, our boarding guests and Mike and Ros to have a few hours of quiet rest as well as time to run free around the carpark and lake area.  If you arrive outside of our open hours hours, it will not only disturb us, our boarders, but also our neighbors and you will be very unpopular. But we understand you are travelling so you arrive early, there are lovely cafes and children’s playgrounds in Wingham where you can be entertained. Thank you for your understanding and for respecting our hours.

If you are travelling more than 4 hours to get here (ie from Sydney or beyond), we can in some instances and with a minimum one week’s notice, meet you in Wingham or Taree during the middle of the day. Please apply in writing if you would like to request this but consider this: if everyone on our database did that, it will equate to three requests per day – and Ros and Mike are just one couple working 7 days a week to do the very best for your pets. They deserve a few hours off to cook lunch and have a little rest!

What is the best way to reach you and what are your reception hours?

Once you are a regular customer, the best way to book or amend bookings is by text on 0414 198857. We will always respond to your text and try to do this on the same day if you message us before 5pm. As we are a very small business, we don’t have a receptionist but will return calls once we have attended to the animals in our care and our customers. Sometimes this may take more than a day. If you need a quicker answer, please text or email us, thank you. Ros & Mike respond to messages between 8am-11am and 4pm to 6pm every day except Tuesday.

How are the number of days calculated?

Your pet’s rate is quoted PER DAY, not per night, so your pet can be checked in/collected any time of that day (within our hours) and your rate will be the same. So you will always have a minimum of two days. Unlike an hotel where you pay to sleep, here you pay Ros & Mike’s time to care for your pet during each and every DAY they are here. So, staying Saturday night means we will care for your dog for two days, Saturday and Sunday. This way of charging is Pet Industry standard.

Why won’t your form let me say I will pick up my dog at 2pm?

See above

I have been held up, until what time can I pick up my pet?

8am-11am in the morning session and 4-6pm in the evening session, by prior arrangement only. If you are not here by 6pm, we will keep your pet safe until the next day and you can make arrangements to pick up during our morning or afternoon open times. You will be required to pay for the entire extra day – see how are the number of days calculated, above.

Not sure what day I’ll return.

No problem, just text us 24 hours prior to your intended pick up time and we will keep your dog until then. Also text us the time of your arrival, within our hours of 8am-11am or 4pm-6pm.

Why do you want to know exactly when we will drop off & pick up our pets?

Just like any professional, we like to make appointments and plan our day so our customers can avoid queues and so we can walk and swim the dogs when we are not expecting customers.

Can my dog check in the afternoon?

No, with one exception. When your dog arrives for the first time, we spend much of the morning bonding with your dog and meeting his or her needs, be it a game of fetch, some training, a swim or a scratched bum. Once dinner time has come and gone, your dog will be relaxed and content to settle in to kennel for the night. If you bring your dog in the afternoon, they will not be able to have time to settle in, the other dogs will bark at your dog and your dog will likely bark all night.
If your dog has been staying with us many times, you are welcome to request an afternoon check in at least 48 hours prior to their boarding. If this is approved, please bring your pet as close to 4pm as possible so we have time to introduce them and feed them before tucking them up for the night.

Cats, we prefer them in the morning too however we will accept a cat at 4-5pm if you are unable to bring them during our morning check in.

Does my dog need a collar and ID?

If possible, yes but if your dog isn’t used to wearing a collar, there is no need for one so long as your dog is microchipped with your up to date contact details.

Does my cat need a collar?

No, we take off all cat collars on check in.

My pet has a cough/eye discharge/fleas – is that okay?

So long as you have a letter from your veterinarian giving clearance, that is fine. Otherwise, if your pet is showing any medical issues on check in, or if your pet has fleas, you will be asked to visit the local vet before your pet can be checked in.

Can I bring my pet’s own food?

You may bring your own food or enough to transition your pet onto ours, or provide enough for the entire duration of your pet’s stay. Please bring it in a plastic container with a scoop, labelled with pet’s name and required amount (ie half a scoop 2x per day). Wet food can be in individual labelled bags for freezing, or all in one container.

Will I get a discount if I bring my pet’s own food?

As we buy all our food wholesale and (while we don’t mind!) it is actually more work to give your pet their own special meal, so we can not offer a discount. Some kennels will actually charge more for dogs on a special diet, but we do not.

What food do you provide my pet?

We feed all our dogs with high premium kibble (Usually Black Hawk ) and supplement this with chicken or high quality roll.

Cats can graze on a range of premium kibble (Advance Multi Cat) and wet food is provided including chicken, beef and fish.

 How do I pay?

Payment is by direct debit, EFTPOS or cash on check in. Please do not direct debit until you have been given your total amount owing.
If you choose to pay via efpos,Mastercard or Visa on check in your bank surcharge will be passed on to you – a savings or cheque account incurs a .25c fee, credit cards incur 1.75%. If you bring cash we have

Can I get a discount if I collect my pet in the morning?

No, just like a hotel, we charge per 24 hour period per day. This also means your pet will still have their room when you’re held up on the highway or your plane/train is late when you return.

How can I get the best value for money?

If you can work your schedule so that you check your pets in during our morning hours and pick them up in our afternoon hours, you’ll be getting the full 24 value for each day. If you choose to pick up in the morning, you will still pay for that day. (See above).

My pet is on medication, is that okay?

Yes, we can administer tablets and injections such as insulin. Prescribed medication must be  in the original vet or pharmacist packaging with spares. Tablets must be cut into the required size, ie halves or quarters. We do charge for the time it takes us to medicate your pet and chart it.

I am returning from holiday early, can I have a credit?

Sure, if it’s not at a peak period and if you let us know 48 hours prior to your amended pick up time.

Can I inspect your facility before boarding my pet?

Due to time constrains and our good reputation, we no longer do inspections however prior to boarding, we encourage you to bring your dog for a morning or full day’s familiarisation which is the cost of a playday (see the playday section of the website).
You can also read our reviews, ask your vet, pet store or friends for their recommendations.

I have a caravan & a boat, can I turn around up your drive?

Yes we have a roundabout at the top. Our drive is 1km long and metal so if you are concerned about driving up it just let us know at least 2 days in advance and we can meet you on the road.

Last year the dogs got a dock diving jetty. Do you have any new projects this year for the dogs?

Of course! See www.winghampetmotel.com.au/puppies

We will announce our winter project soon – just think warm bubbling mineral water, a ramp, a beach and a waterfall…

Are you open Sundays?

Yes, from 8am-11am or 4pm-6pm by prior appointment only

Are you open Good Friday and Easter Sunday?

Yes, from 8am-11am or 4pm-6pm by prior appointment only

Are you open Boxing Day and New Year’s Day?

Yes, from 8am-11am or 4pm-6pm by prior appointment only

Do Ros & Mike ever get to take a break?

Yes and thanks for asking! Ros & Mike now take annual leave twice yearly. They ensure it is always at a time that has no public or school holidays – they are happy to work all of those days so you can take your holiday.
If you need your pet boarded during their annual leave, we suggest you might try Forster Tuncurry Boarding Kennels and Cattery The rest of the year, you can be assured that Ros and or Mike will be here to care for precious pet.

In 2021, our annual leave dates are:
May 1-30 and October 7 – November 7

In our annual leave dates are 2022
May 1-30.

The other annual leave date will depend on if international boarders open – we want to be here for you as we know how much you want to travel!

Do you love your job?

Sure do! We love caring for your pets, socialising puppies and encouraging you to train your dogs! Thank you for entrusting us to care for your precious pets, we so appreciate your support.