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.

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.

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 & 2-3pm by appointment

Pick Up Hours

9am-12pm & 2-4:30pm 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.

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. 

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!