FAQ
Find answers to common questions below.
- Cats must have have valid vaccinations period within one year, including F3 or F4. Proof of vaccination is required prior to or at check-in. (Vaccinations must be completed at least two weeks before the check-in date to ensure adequate immunity and the safety of all guests.)
- Cats must be up to date with flea and worm prevention. Treatments should be given at least 48 hours before check-in.
- Cats must be desexed, this helps us maintain a calm and stress-free environment.
- Cats must be in good health and free from contagious illnesses.
- You’re welcome to bring a blanket, toy, or item from home to comfort your cat.
- We provide premium cat food (Royal Canin indoor Adult Dry Cat Food/Royal Canin kitten Dry Cat Food), but you may bring your cat’s own food if your cat has specific dietary needs or sensitivities. Let us know any special feeding instructions.
We are an appointment-only facility. Please ensure your booking is confirmed in advance. And arrive at your scheduled check-in time to avoid delays.
Absolutely! We are welcome to visit our facility. Inspections are by appointment only. Please SMS or email us to arrange a suitable time.
Each cat is provided with a private, comfortable enclosure that includes premium cat food, bedding, litter tray, food and water bowls, scratching point . We also have playtime and cuddle sessions (if condition apply).
Cats are generally fed twice daily, but we follow your cat’s usual feeding schedule as closely as possible.
We can administer most oral and topical medications during your cat’s stay. All medications must be clearly labelled with your cat’s name and accompanied by detailed administration instructions and a recent veterinary health report. Additional medication fees may apply.
Some cats may become highly stressed or aggressive in an unfamiliar environment, making medication difficult or unsafe to administer. We will always do our best, but we cannot guarantee successful administration if your cat displays aggressive behaviour.
If your cat requires a complex or life-sustaining medication schedule, or is likely to become highly distressed or aggressive, we strongly recommend boarding them with your veterinarian, where they can receive appropriate medical supervision and care.
We’ll contact the owner and emergency contact first. If we can’t reach you, we’ll immediately consult our trusted vet. Please note that any veterinary or transport costs will be covered by the owner.
In serious or life-threatening situations, we’ll always act in your cat’s best interest under veterinary guidance.
Absolutely! We provide regular photo/video updates via WeChat, What’s app or Email. You can also message us directly. We also offer live camera access to your cat’s suite (available at an additional cost).
We do our best to give every cat time in the play area, subject to suitability, availability and the owner’s consent. Cats from each room take turns using the play area individually under staff supervision. During the off-peak season, playtime is usually offered daily for approximately 10–15 minutes. During the peak season, it is usually offered every other day for 10–15 minutes. The schedule may vary depending on the number of cats staying with us.
Before joining playtime, cats must be fully settled and have regular eating and toileting habits. Most cats need at least one week before they are ready to leave their room. If a cat shows signs of stress in the play area, we will return them to their room and wait until they feel more confident before trying again.
During the first week, we gently build trust by spending time with them in their room, offering treats, playing and giving gentle pats when welcomed. We never force a cat to interact or leave their room. Older, shy or more relaxed cats may prefer to remain in their comfortable suite, and that is completely okay. Your cat’s comfort, safety and happiness always come first.
Yes, if they are from the same household and get along. They may share a room with the owner's consent.
We have a minimum stay of 14 nights in the peak period. There’s no strict maximum.
We understand that plans can change, and we always strive to be as accommodating as possible. However, to help us manage our schedule and provide the best care for all pets in our care, the following cancellation policy applies:
- A cancellation fee of 30% （deposit）of the full booking amount will apply if the booking is cancelled within 7 days of the scheduled check-in date (14 days during peak periods).
- A cancellation fee of 100% of the full booking amount will apply if the booking is cancelled within 24 hours of the scheduled check-in date (within 7 days during peak periods).
We appreciate your understanding and cooperation.