FAQ

Explore our FAQ page for answers to common inquiries about our pet services. If you can't find what you need, feel free to contact us via our website chat function or whatsapp us at +65 88968145 for assistance.

General Enquiries

Where is your store located?

▶ We are located at 3 Ruby Lane Singapore 328278

What are your operating hours?

▶ We are open 7 days a week from Monday to Sunday, 9am to 8pm for grooming, housekeeping and pet care for lodging. Please note that we do not accept walk-ins and all grooming, lodging and hobby classes are strictly by appointment-basis only. This is because we may not have grooming slots or lodging capacity to accept your request on that day.

How can I contact you?

▶ You can call / whatsapp us at 88968145. Alternatively, you may contact us via our website chat function, Instagram and Facebook chat function. For bookings, you may also submit your booking form here.

Pet Hotel Enquiries - General, Room Type, Rate & Booking

What kind of rooms do you offer?

▶ We offer various types of rooms for different kinds of pets. For cat owners, we have a special cat-only room located on the second floor of our shop. More details of the types of rooms available and lodging rates can be found here.

What are your pet hotel rates?

▶ More details of the types of rooms available and rates can be found here.

What is included in the fees?

▶ For cats, we offer food and water bowls, one medium-sized bed, daily play time to the cat-only lounge/play area with our pet care specialists for a few hours a day, photo/video sharing with owners via whatsapp once every 2-3 days and occasional treats for our beloved feline lodgers (subjected to owner's approval). Scratch poles are all built-into each cat house to relieve their feline scratching needs.

For other types of pets such as birds, hamsters, guinea pigs or terrapins, we feed them and clean their cages twice a day.

For additional services, we charge extra fees for sessions to the dog park for dogs. For all other pets - administration of medication, media sharing and extended play time will also be require extra charges. Please view our lodging page here to view the exact rates.

How far in advance should I make my booking?

▶ Please make your booking minimally 2 weeks to 1 month in advance to avoid disappointment.

Can I view your hotel before I make a booking?

▶ Yes of course! We understand that you would want to have a look of where your beloved furry family member is staying while you are gone. Please note that area viewing are strictly by appointment-basis only. Please whatsapp 88968145 to make an in-person or video call viewing appointment.

How do I know if my booking is confirmed?

▶ Once your booking is submitted through our website booking form, a whatsapp confirmation message will be sent to you within 24 hours.

Pet Hotel Enquiries - Admission

What kind of pets do you allow?

▶ We allow all kinds of pets! Dogs, cats, guinea pigs, hamsters, birds, terrapins and more.

What are the documents required?

▶ Vaccination certificates of your dog and cat are required to be furnished before we confirm your booking. We also require to know if your pet has gone through sterilisation. For male pets who have not undergone sterilisation, they will not be allowed to mingle with female pets.

My pet has a chronic condition, do you accept it for admission?

▶ We do accept pets with chronic conditions on a case by case basis. We are highly experienced in handled pets with chronic conditions safely and they have remained happy under our care. Please note that there is a special care surcharge fee of $10-20 per day.

I have multiple pets, how will the stay be arranged?

▶ For multiple pets under the same household - they typically placed in the same room at a discounted rate. If they require separate rooms - standard rates will apply.

Pet Hotel Enquiries - Preparation

What should I pack for my pet's hotel stay?

▶ Here is a list on what you should pack for your pet's hotel stay:

Bed / Mat

Toys

Treats

Dry/Wet Food (We provide standard dog dry food for free. However you may also bring along their preferred pet food and we'll be happy to serve it to them. Do remember to pack enough to cater to the entire pet's lodging duration, otherwise we will be using our in-house dry food to feed them.)

Do you provide pet transport?

▶ Yes we do. We offer one-way/two-way pet transport ranging from $10-$30 depending on location.

What time is the check-in and check-out?

▶ The check-in time is between 9am to 7pm and the check-out time is by 12pm. For check-outs after 12pm, an additional half day fee will be charged. Latest check-out time is 7.30pm.

Grooming Enquiries

What does your grooming package include?

▶ We offer basic and full grooming packages. More details of what's included can be found here.

What are your grooming rates?

▶ We offer basic and full grooming packages. More details of the rates can be found here.

What kind of pets do you groom?

▶ We groom dogs of any size and breed, as well as all cat breeds.

Do you provide pet transport?

▶ Yes we do. We offer one-way/two-way pet transport ranging from $10-$30 depending on location.

How do I book an appointment?

▶ Bookings can be made via whatsapp at 88968145 or through our website via our booking form. Click here to book now.

My pet can get slightly aggressive and difficult to groom, will you accept it for grooming?

▶ Yes we do accept slightly aggressive pets on a case by case basis that are up to medium size breed. Please note that there is a surcharge of $30 for grooming aggressive pets.

Payment Enquiries

What is your refund and cancellation policy?

▶ For our pet hotel services, kindly note that there are limited slots available, hence there will be a booking deposit of $100 (for 4 days and below) and $200 (for 5 days and above) to secure your slots. The booking deposit is deductible from the total fees. In the event of cancellation less than 1 month prior to the first day of lodging, the booking deposit will only be 50% refunded. For cancellations made more than 1 month prior to the first day of lodging, full booking deposit will be refunded.

For our grooming services and grooming hobby classes - cancellation of appointment is not chargeable. Once service is performed, we do not provide refunds for our grooming services and grooming hobby classes.

How do I make payment?

▶ For our pet hotel services, we require a booking deposit of $100 (for 4 days and below) and $200 (for 5 days and above) upon confirmation to secure your slot. Payment can be made via Paynow/Paylah.

For our grooming services, payment is made upon completion of service.

Emergencies and Accidents

What happens if my pet falls sick during their lodging stay or grooming appointment?

▶ Should your beloved pet fall sick during their lodging stay or grooming appointment, we will first inform the owners via call / whatsapp of the incident and request for your approval to visit the nearest veterinary. For emergencies that require immediate medical attention, kindly be informed that we will not hesitate to bring your pet to the nearest veterinary as soon as possible. Owners are responsible for bearing all veterinary fees.

Please be assured that our highly experienced team are skilled in handling pets of all types and breeds and and the specific care required for each unique pet. Our facilitates are also disinfected daily to ensure high standards of cleanliness and to prevent the spread of viruses.