Frequently Asked Questions

1) Please reach out to us via email or call us to inquire about our availability. (Please note, bookings are not made until a formal request to proceed with a booking has been received)

2) If your dog meets the boarding requirements and you're ready to proceed, we'll email you the necessary documents (Pet Profile and Terms & Conditions) along with the invoice.

3) To secure your booking, a 50% deposit is required within 48hrs of making the booking. Due to limited space and high demand, we cannot hold bookings without the deposit.

Both the Safari and Serengeti Wing suites offer the same luxurious features such as IP camera access, daybed, underfloor heating, ducted aircon, TV etc. All guests receive the same high level of care, attention, playtime, enrichment and activities ensuring a fun and relaxing stay for all guests.

• Number of Suites: The Safari Wing has 10 suites, while the Serengeti Wing has 8.
• Suite Size: Safari Wing suites including the attached patio range from 14.26 m² to 18.77 m², while Serengeti Wing suites are larger, at 28 m² each, including the attached patio and grassed courtyard (artificial lawn).
• Extra Space: The Serengeti Wing suites have the added benefit of a private grassed courtyard extending from the patios for additional space, while the Safari Wing suites offer only the patio.
• Layout & Environment: Both wings offer private, fully enclosed patios and garden views, but the Serengeti Wing suites provide a more spacious and expansive environment with additional outdoor  grassy courtyards for extra relaxation space.

If you made a booking more than 30 days before the arrival date:
A 30-day notice is required to receive a full refund of the deposit. Cancellations made with less than 30 days' notice will result in the forfeiture of the deposit. The deposit cannot be transferred to future bookings.

If you made a booking less than 30 days before the arrival date:
The 50% deposit is non-refundable if the booking is cancelled.

Cancellation due to C5 vaccination not being up to date at least 14 days before the arrival date:
If the C5 vaccination is not completed and up to date at least 14 days prior to the arrival date, the booking will be cancelled, and the deposit will be forfeited. Deposits cannot be transferred to future bookings.

Please see this page for more information regarding rates.

Owners are liable to pay the full boarding fee of the original dates booked if less than 30 days notice is given to to modify the boarding dates, such as changing the drop-off to a later date or the pick-up to an earlier date.

We are more than happy to extend a booking, provided we have availability.

All dogs entering Khatala Pet Lodge must be fully vaccinated with a C5 vaccination, and all vaccinations must be completed at least 14 days prior to arrival. Dogs without up-to-date C5 vaccinations will not be allowed to board. We require a copy of the vaccination certificate to be submitted before arrival to ensure there are no issues with admission due to outdated vaccinations. If the C5 vaccinations are not up to date and do not meet our requirements, the booking will be cancelled, and the deposit will be forfeited. Deposits are non-transferable to future bookings. Please discuss vaccination issues with us and not your vet as our requirements may differ to information provided by your vet.

Viewings are welcomed by appointment only and can be scheduled any day, depending on our availability. Appointments are offered at either 9am or 3pm. Please note that viewings are for pet parents only, so your fur kids will not be able to join you. To schedule a viewing, kindly call or email us in advance. As we are quite busy, please understand that short notice may limit our availability for viewings.

At Khatala Pet Lodge, we provide everything your fur baby needs. If your dog is on a special diet, please bring enough food for the entire stay, ideally in pre-portioned bags or containers with a scoop. For dogs on medication, please ensure the medications are in their original containers with clear instructions. We encourage pet parents to bring familiar items from home, such as bedding, blankets, or toys, to help your dog feel more at home. We just ask that all items are clean, flea-free, and washable. Please note, we cannot be held responsible for any items that may go missing or become damaged.

Understanding First-Night Anxiety at Khatala Pet Lodge

The first night away from home can be a big adjustment for many dogs. Just like humans, dogs thrive on routine and familiarity, so entering a new environment with different sights, smells, and sounds can be overwhelming.

At Khatala Pet Lodge, we understand this transition and aim to provide reassurance and clarity around what you and your dog can expect.

Common Behaviours You May Notice

It’s completely normal for your dog to:

• Pace or bark during the night as they process the change.
• Wait by the door in hopes of seeing a familiar face.
• Lose their appetite or eat less than usual.
• Whine, cry or bark
• Seeming extra alert

These behaviours are completely normal and typically subside within 24 to 48 hours, as your dog starts to recognise the daily routine, the safe space, and the friendly, familiar faces around them.

Our Approach to Easing Anxiety

We use a consistent daily routine and gentle structure to help dogs feel safe and secure. This includes:

• Set times for meals, play, and rest
• Soft music and calm lighting in the evenings to promote a restful atmosphere.
• Positive, attentive care from the same team members. Our team take time to get to know each dog’s personality and needs.
• Daily enrichment, play and outdoor time to help relieve stress and expend energy.

Overnight Policy

There is always someone on site at Khatala Pet Lodge, including overnight. However, as we work intensively with our furry guests seven days a week, we do rest at night and are not able to provide 24-hour hands-on care or check-ins. We are not able to offer after-hour interventions to settle dogs at night.

We trust that by the time we turn in for the evening, the dogs are comfortable, safe, and ready for a restful night. Our approach focuses on establishing daytime routines that build confidence and resilience, helping dogs settle naturally when it’s time to sleep.

We’ve found that dogs quickly adapt to the consistent routine and structure, and most begin to relax within a day or two.

Tips to Help Your Dog Settle

Your support during drop-off plays a key role in how your dog adjusts to their new surroundings. Here’s how you can help set them up for success:

• Bring a familiar item from home like a favourite toy, blanket, bed or worn t-shirt with your scent.
• You’ll have the opportunity to come into the suite your dog is booked into and set it up just how you’d like. This helps add a comforting touch of home to their space.
• When you’re ready to say goodbye, your dog will go out with one of our team members to begin their holiday. In that moment of distraction, we’ll gently disappear - this prevents them from seeing you leave, which helps reduce separation stress.
• Keep the goodbye brief and calm. Just like school drop-off, a quick kiss and goodbye works best. Dogs feed off your emotions, so showing confidence and calmness reassures them that everything is okay.

For Severely Anxious Dogs

Some dogs, particularly those with separation anxiety may take longer to adjust. If your dog struggles with severe anxiety, please discuss this with us before booking. We want to make sure the best option is in place to support your dog’s specific needs. If necessary, we may recommend a house sitter in your dog’s home environment instead to avoid additional stress. We appreciate your understanding in helping us create the best experience for your furry friend.

Your dog’s comfort and wellbeing are our top priorities. With time, patience, and gentle structure, we aim to make every guest feel secure, loved, and at home.

We are open 7 days a week, by appointment only. To provide the best care and attention to each family visiting the Lodge and to ensure our boarding guests are well looked after, all drop-offs and pick-ups must be scheduled in advance.

Drop Off Hours

9am-12pm & 2pm-3pm by appointment

Pick Up Hours

9am-12pm & 2pm-3:30pm by appointment

Unfortunately, we are unable to accommodate drop-offs or pick-ups outside of our designated hours.

Our booking calendar is open approximately 1 year in advance. As a small boarding facility, we tend to book out quickly. For Christmas, our busiest season, we recommend booking at least 1 year ahead. For Easter, school holidays, and public holidays, we suggest securing your booking a minimum of 6 months in advance.

We believe in providing emotional enrichment for both our guests and their valued pet parents! To keep you connected, we’ll send daily updates via email or text, including photos and/or videos, so you can follow along with your fur kids’ holiday adventures while you're away!

IP Cameras: Each suite is equipped with an IP camera, allowing owners peace of mind by offering a live view of their dog lounging in their suite. You can access the camera anytime, 24/7, via an app on your phone or remotely through your desktop computer, using the login details provided at check-in.

A 50% deposit is required within 48 hours of booking to secure your reservation.

Please see our Admission Requirements page for more information.

At Khatala Pet Lodge, the emotional and physical wellbeing of every dog in our care is our top priority. As part of our commitment to providing a safe and positive environment, we have updated our socialisation policy.

We no longer offer socialisation between dogs from different households during their stay, unless deemed suitable and safe at our discretion.

Instead, each dog will enjoy individual playtime or play with companions from the same household. With 16 fully fenced play areas of varying sizes, there’s plenty of room for dogs to run freely, explore, and engage in enriching activities. Our sensory garden offers a peaceful space for solo sniffing, exploring, and mental stimulation.

While we no longer facilitate group play, your dog will still have the opportunity to greet and interact safely with others through the fences - a low-pressure way for social pups to say hello.

🐕 Please note: We still require all dogs to be dog-friendly and comfortable around other dogs, even though physical interaction is limited. This is to ensure a calm and stress-free environment for all.

Our goal is for every dog to leave Khatala with a positive experience, free from the risk of physical injury or emotional stress that can occur from forced or mismatched socialisation.

We do not accept intact males over 6 months of age, nor do we accept chemically castrated dogs. Unsterilised female dogs cannot be admitted one month before, during, or one month after their heat cycle. The owner agrees to have their dog/s collected immediately if showing signs of being in season.

Before making a booking, please discuss your dog's needs with us to ensure we can accommodate special requests. 

Senior & Special Needs Doggies

At Khatala Pet Lodge, the well-being of every guest is our highest priority. For senior dogs and those with special needs, we require a compulsory trial day stay before confirming a boarding booking. This trial allows us to carefully assess their fit for boarding, comfort and ability to adapt to a new environment, as older dogs can sometimes find being away from home more challenging. Our aim is to ensure that every dog in our care feels safe, relaxed, and truly at ease throughout their stay. 

A successful trial must be complete before a booking for boarding can be processed. As we are often very busy, please book a trial day stay in advance.

Medications will be administered at no extra cost. Please discuss more complex medications and your pet's medication regime with us before booking. We require an adequate supply of all medications, which must be in their original containers with the prescribed directions clearly labeled by your veterinarian.

A guide to our Daily Routine can be found here. Weather permitting, we spend approximately 5 hours outside with the fur kids each day.

We pride ourselves in upholding the highest standards in cleanliness to ensure a safe environment for our fur baby guests. The Lodge and all suites are cleaned daily with Veterinary Grade F10SC, a powerful disinfectant, to maintain a clean and safe environment. It’s specifically designed to eliminate harmful bacteria, viruses, and odours, ensuring the highest level of hygiene for our guests.

All dog bowls are thoroughly cleaned every day in the dishwasher on a high-heat cycle to maintain the highest standards of hygiene.

Having a sick fur kid is never fun, but is sometimes inevitable. Canine Cough is one

of those illnesses that may occur, no matter how diligent you are at keeping your kids

up to date with their vaccinations. It is mostly a benign, yet highly contagious,

airborne disease, transmitted easily in environments where dogs meet, such as the

park, beach, cafe, vet rooms, day care facilities and boarding environments.

Although your fur kid may be fully vaccinated they can still contract the disease, due

to the different strains of the virus, just like the human flu and will present with a

‘honking’ cough, aggravated with exercise.

At Khatala Pet Lodge we endeavour to keep all fur kids healthy and safe, we are

therefore very diligent with vaccinations being up to date. No fur kid will be admitted

without being fully vaccinated at least 14 days prior to arrival at the Lodge.

We also follow a strict regime for cleaning, using F10, a veterinary grade disinfectant

of the highest level, killing bacteria, viruses, fungi and spores.

The incubation period for Canine Cough is generally 2 to 10 days, but can be up to 14

days, and fur kids may appear ‘healthy’ when arriving at the Lodge, but present with

symptoms after being at the Lodge for a few days and herein lies the dilemma. Not

only will your fur kid have to be isolated, but the other guests may have been put at

risk in the process.

If your fur kid is showing signs of and has been diagnosed with Canine Cough by a

vet you will be contacted and unfortunately he/she will have to be collected

immediately to ensure the safety and wellbeing of all the other fur kids.

No amount of diligence regarding vaccinations or cleaning will prevent the illness

from taking its course if a doggy has already been infected and is in the incubation

period when arriving at the Lodge. We are also not willing to put other fur kids at risk

once symptoms are present.

Please be mindful where you take your fur kids before their visit and help us keep

everyone healthy and happy to do what they do best at the Lodge…have fun!