FAQ’s

Our address is 125 Derham Rd, Te Horo. We are easy to reach from the expressway

You find Directions on our Website here or download Directions from the North and from the South.

    All our pricing is per calendar day. A Stay from Friday to Sunday would be three calendar days.

    That differs from a Hotel (for humans), which would charge per night. But keep in mind, a Hotel would as well ask you to leave before curtain time (e.g. 10 am) and would ask that you not arrive before a specific time (e.g. 4 pm). You may also arrive at a hotel, and your room “is not ready,” or when you stay longer, you are charged more for an extra day.

    For Kennels & Cattery, late Check-ins or early Checkout for most clients are impossible and over 3/4 of our Clients Drop-Off in the Morning and Pick-Up in the Afternoon. By charging per calendar day, we reflect the reality of Pet Boarding like many other Facilities do and prevent waiting time in a cage and stress for the animals and the humans by arriving too early or leaving too late.

    Instead of causing stress to clients to be on time or charging late fees or extra days like a hotel, we charge for this reason per calendar day. It is necessary to use the same charging principle for all customers, so that set routines by staff for Cleaning, Breakfast and Dinner can be organised.

    Appointments outside of Open Hours are possible sometimes, please read more Information here. Also, during booking, you get the option to book our Pet Taxi Service.

    A Single Cat Condo is  1,2 x 1,0 x 1,00 meter, and the cat has access for most of the day to our semi-community area. Our Condos have a connector to combine two Single Cat Condos to one Double Cat Condo.

    The maximum occupancy of a Single Condo is two cats.

    To learn more see the Description of our Condos.

    Yes. The Isolation area is reserved in the case a cat should become ill while staying with us. We also have an area for cats that are under or not fully vaccinated, these cases incur an extra fee per day, and do not have a communal space. So please ensure your cat is up to date with vaccines well before boarding.

    See some photos of our isolation area in our blog post.

    There are different types of ways how a dog can receive care when the owner is away. It is usually not that one is better than the other. The question is more about what fits best your’s dog personality.

    A Classic Kennel can build large playgroups and keep a strict routine. That works well for many Dogs, but it can be intimidating, especially when your dog does not like other dogs or gets anxious from other dogs barking nearby. Larger Kennels can be more flexible regarding longer open hours and changes and are more likely to have short-term availability, but as well can take care on a large number of dogs of different size.

    Pet Sitting has the advantage that your dog stays in his usual environment. That can be very helpful, especially for many smaller dogs. Dogs that have separation anxiety or are protective of the property maybe are not doing well in this case. Pet Sitting usually depend on one person. As a result, the most significant risk is that it falls through at the last minute because of sickness or other reasons.

    Home Boarding is where someone at their private home keeps some dogs and takes care of them. The Dog will be in a small group and will be checked on 24/7. Even when it is not your dog’s home, it can be a very calming and low-stress environment. Home Boarding is relatively expensive and very rare to find. It is usually hard to get a spot because the Operator of Home Boarding will be careful how he introduces new dogs to the group as the dog group typically live in the house.

    PetVilla offers an environment that is a mix of a (very) Small Kennel and Home Boarding. Our Home Boarding style Environment’s goal is quite different from your standard Boarding Kennels. The main goal is to create a low-level stress environment, which then greatly reduces anxiety by providing a routine and setting as close to your dog’s home environment as possible. The Dogs have their own Cabins with Indoor/Outdoor Areas, they have like as home multiple walks on the property, and they come into the house in the evening to sleep in our Dog Sleeping Room. We offer space for up to 8 dogs, and for this reason, we only build small groups for playtime after a proper introduction similar to a dog park.

    A cabin is a 2.00 x 1.20 with Indoor Room and a 2.00 x 1.80 Meter Outdoor Run. The Cabins are located separated from the Cattery. The Dogs will be taken on lead for walks on our 5-acre lifestyle property at least twice daily. We also have a play area for dogs. The dogs sleep at night in our Dog Sleeping Room in crates – creating a Home Boarding style Environment for Dogs, that cannot stay in Dog Kennels.

    To learn more see the Description of our Cabins.

    A trial stay for dogs is recommended or even required in certain situations. If your dog has not boarded with us before, they will need to come for a short stay before any longer stays of 7 days or more or when any earlier signs of anxiety are known.

    Because Dogs can act differently when away from home or even from daycare, as this is a different environment with new people and dogs.

    We offer a service in-between your standard kennels and home boarding. Each of our boarding guests have a cabin in the daytime (insulated indoor area and outdoor run), at night the dogs all come inside in a temperature controlled room in our house where they each sleep in a crate (we provide). Apart from that they get out 4 times a day for walks and playtime in our yard.

    Our Arrangement is an alternative solution to a classic boarding kennel for many dogs. Still, it might not work for every dog. Dogs when Boarding can be shy in the first hours or day, and when they become more comfortable, maybe show signs of anxiety or other stress behaviours (such as barking ).  This can be unnoticed during stays with larger Kennels in the past.

    The goal of the trial stays is to ensure that your dog is comfortable in our environment, and we can make sure they have a good holiday with us. We want to ensure it is an enjoyable experience for both you and your dog. It also helps you to know what to expect.

    Where a trial stay is required, it should be for a minimum of two days (36 Hours) and a maximum of 3 days and should be booked at least 30 days before the planned stay starts (where possible) . Sometimes for longer stays we may ask for a minimum of 3 days. We can send you suggestions for dates, most likely for two weekdays in the near future. For stays over 30 days, the costs for the trial stay will be credited towards the future booking.

    In any case, we ask in addition for emergency contact. In extreme cases, the emergency contact should be able to pick up your dog earlier if issues arise. A trial stay can lower the chance that this is required.

    Have a look at our Photo Gallery  for photos.

    We are happy for you to visit your Pet during their stay or come by for a tour. In the case you would like to visit, please read the following important information:

    Visits are by Appointment Only Our goal is that Pets staying with us feel as comfortable as possible. To accomplish that, we need your support. Usually, we recommend Visit Times that are shortly after or just before our Open Hours. But we try to be as flexible as possible.

    Keep in mind, the well being of the Pets We would prefer not to disrupt the routine of the pets with too often. We have Feeding Times, Play Time, quiet time and as well Time for cuddling reserved during the day. A Visit can disturb this routine not only for your pet but for all the others in the Facility as well. To limit this disturbance, we prefer that only one set of visitors at a time tour or visit the Facility. Sometimes we have cats in the Cattery that are shy or afraid of strangers. Since we know the personality of the cats staying with us, we can arrange that before a visitor arrive these cats have the option to go back in their safe spot (their condo).

    Visits during Open Hours? Visiting during Open Hours is possible, but we still ask that you make an Appointment. Open Hours are reserved for Pick-Up and Drop-Off and on busy days (such as peak season) sometimes multiple check ins and check outs can happen during open hours and we are not able to accommodate Visitors at these times.

    Running a Boarding Facility includes a lot of Tasks We would like to ask that you please not drop by unannounced or with very little notice. It is likely, that we working on Tasks like Cleaning of Facility, Feeding, etc. Some of these Tasks include special protocols that are not easy to be switched immediately, for example, taking care of a Pet in Isolation or giving Medications. As well we, of course, have to maintain the property and run errands in town or pick up/drop off pets.

    Any other Options when my Cat is staying with you? Of course, for Cats, we offer the PetziCam. A Camera in your cats Condo, that allows you to see, talk to your cat and an option to dispense some treats. Especially for longer-stays you can stay in touch with your cat and check that your cat is doing fine even from the distance, all from your smartphone or tablet.

    When you would like to arrange a Visit, please use our Tour Booking System. Visits and Tours are free of charge.

    Book a Tour

    The CatVilla Treat Cam is installed in some of our cat condos and contains an HD camera, high-quality audio, and the ability to remotely dispense treats at the touch of a button via the PetUNew app. Also, the iOS and Android apps allow you to interact with your cat, as well as share their pet pictures and videos via social media including Facebook, Twitter and Instagram. You can book the CatVilla Cam with and without Treat Option.

    Kapiti PetVilla is the first to bring this Device to a Cattery in New Zealand to give pet parents the possibility to keep in touch with their cat(s) during holidays or long-term trips. When booking CatVilla Cam, the Device is installed in your cats Condo. For privacy reasons, you can only see the Condo and your Cat(s).

    You can prepare yourself for using Catvilla Cam by following the instructions on our Info Sheet, that we will provide at the time of Drop-Off.

    We offer Open Hours for Pick-Ups and Drop-Offs.

    Our Standard Open Hours are:

    Monday – Friday        8-10am & 4-6pm
    Saturday                       8-10am
    Sunday                          4-6pm

    Check-in and Checkout may need time, please arrive at least 10 minutes before we close.

    On Public Holidays and other special days, our open hours might vary. Please Read our Latest News Articles about special arrangements for these days.

    To avoid unnecessary disruption to the pets staying with us, we recommend that you come within the designated Open Hours. The goal of our open hours is to maintain a calm environment for all pets.

    If you wish to come at any other time to drop off or collect your pet, this must be arranged in advance, and an appointment time must be made. Please be aware that this might cause additional stress for your pet and other pets staying with us.

    While we will do our best to accommodate your requested day and time, please note, that when you come outside of Open Hours, your Pet might be ready and will wait for you in our office. For this reason, please come within a 15 Minute Time Window around the scheduled Appointment.

    Appointments outside of Open hours for Pick-Up and Drop-Off will incur an additional fee of $40. Coming without an Appointment or being late to a scheduled appointment will incur an additional fee of $25 ($65 in total). Such Appointments should be arranged at least two business days in advance.

    We know that special circumstances can arise, and when this is the case, please let us know via Text or Phone ahead of time to ensure someone is available at the time of your arrival.

    Be aware that in High-Season, we are less likely to accommodate Appointments outside of Open hours to prevent a larger number of dogs or cats in the play area from being stressed because of the visits.

    Regarding Cancellations and Change, a Cattery & Kennel Business is similar to a Hotel, an Event Provider or an Airline.

    As stated in our Terms, you can cancel within 24 hours after you submit a booking request. Also, changes and cancellations more than 30 days before the stay begins are free of charge. Any deposit will be refunded.

    For cancellation or change requests less than 30 days, we can look at a refund or credit towards a future stay minus possible change- or cancellation fees when we are able to fill the spot with another booking.

    The fees depend on how long the cancellation or change request is made before the drop-off day. Cancellation and change  Fee could be between  25% or higher of the total booking amount.  In case of short-notice cancellations/changes or after the pet is already with us,  we may charge for the full-time booked.

    When we can fill the spot partially or entirely, we may be able to lower or waive the cancellation/change fee and offer a credit for a future stay. We are aware Plans and circumstances can change, but please inform us as soon as possible so that it is more likely that you can receive full credit.

    We also recommend clarifying with your travel, credit card or pet insurance to include costs for pet boarding in case of changes because of personal reasons or Force Majeure. We are looking for an option to offer these Change/Cancellation Insurance as part of our service, but we are not able to offer it at this point.

    Additional special terms apply for cancellation and changes for Christmas Bookings; please read here

    Cats

    Your pet must be current (including booster) on vaccinations (Panleukopenia, Respiratory Disease/Rhinotracheitis, Calicivirus), and proof must be sighted at the time of drop off into the Cattery.

    Please be aware, when it is a first-time vaccination (at the end of the series) , or the previous vaccination expired already more then 6 weeks ago, it requires a stand-down period of 7 days before the vaccination is fully in effect and your cat can come to a Cattery.

    When your cat is not up-to-date, please enquire about our Isolation Condos for your stay.

    Dogs

    Your dog must be current (including booster) on vaccinations (Canine cough incl. Bordetella, Parvovirus, Distemper, Hepatitis), and proof must be sighted at the time of drop off into Mary`s PetVilla. We recommend lepto vaccination as well.

    Please be aware, when it is a first-time vaccination (at the end of the series) , or the previous vaccination expired already more then 6 weeks ago, it requires a stand-down period of 7 days before the vaccination is fully in effect and your cat can come to a kennel.

    Small Animals

    Your Rabbit must be current (including booster) on vaccinations for Calicivirus. Other Small Animals do not require vaccinations.

    Please be aware, when it is a first-time vaccination, or the previous vaccination expired more then 4 weeks ago, that it requires a stand-down period of up to 14 days before the vaccination is fully working and your rabbit can come to our Facility. When your Rabbit is young and/or has only got his first shot, the time before the Rabbit can stay with us is four weeks, subject to a recent Study regarding the RHDV2 in Pet Rabbits.

    If you want to be sure, please upload the Vaccination Records to your Online Booking, send a photo to [email protected] or ask us to contact your Vets to check the vaccination. See further details in our Terms.

    Based on our Terms, Cats over four months and Dogs over nine months should be de-sexed for Boarding.

    We have some availability for intact dogs in Special Cabins and intact cats in our Isolation Room, but that is limited, and  a higher rate would apply.  We only accept one intact dog at a time and can’t accommodate a female dog that is in heat or likely to come into heat during our stay. Intact dogs get separate play time, and normally did not join in group play.

    Chemical castration for male dogs is accepted as alternative to de-sexing, as long the last implant was done more than six weeks ago and is not older than six months. In this case, please provide a confirmation letter. As chemical castration in some cases may not fully affect the dog’s behaviour in the same way like de-sexing (such as marking) so it is more likely that we ask for a trial stay.

    The same guidelines apply to Dog Day Care. When we notice mounting or marking, we may have to pause the daycare for your dog. It can continue four weeks after the dog is de-sexed.

    What is K9 Cough  (Canine Cough) ?

    Just like you and your family at schools, workplaces, and cafes, a social life puts us in contact with others who may have a cough that can be passed on. Dogs will catch a cough at some stage in a life well-lived. As with a human cold, it is spread by airborne droplets (e.g. sneezing) and contact with each other and their mucus secretions.

    Common places that a dog catch K9 Cough are Dog Parks, Dog Walks by meeting other Dogs sniffing on each other, Beaches, Vet Waiting Rooms, Doggie Day Care and Dog Boarding Facilities. It can and does occur absolutely anywhere, even if your dog does not leave your backyard.

    Honestly, it is not helpful, that some vets still use the term Kennel Cough, even when the correct term is Canine Cough or K9 Cough and giving the wrong impression, that dogs only catch it in Day Care or Dog Boarding Facilities.

    Does vaccinating stop a dog from getting a cough?

    No – vaccinations assist in preventing specific strains only. Coughs in dogs (just like people) are caused by many different viral and bacterial agents and it is impossible to identify, prepare and administer vaccines against all of them. Your dog certainly would not thank you for all the jabs either! Your vaccinations contribute to a baseline immune response which should prevent some, and reduce the severity of other strains not directly protected for. That is the reason that K9 Cough Vaccinations are mandatory at Marys PetVilla.

    What are the symptoms of K9 Cough?

    • A dry hacking cough, sometimes leading to retching
    • The cough is sometimes described as hacking/gagging/honking
    • Personality and activity becoming a little quieter as shift into recovery mode
    • Less interest in food

    Some illnesses look like Canine Cough, and your vet is on the lookout for these. Other symptoms that need investigations include:

    • Nasal discharge
    • Complete loss of appetite
    • Difficulty breathing
    • Lethargy and/or inactivity

    Very young, elderly, or medically complicated dogs are recommended to go to the vet to check for complications that may cause them more problems than a cough normally would.

    Should my dog visit the vet when coughing?

    Just like when you (or your kids) have a cold, a doctor’s appointment is not always necessary. Antibiotics are often of little use in basic cases, although are frequently prescribed for canine cough. Some other medications may assist with easing the irritation in the throat to reduce the cough. Very young, elderly, or medically complicated dogs are recommended to go to the vet to check for complications that may cause them more problems than a cough normally would.

    The majority of cases will bounce back to normal after a few days of rest. The cough subsides over time – days or occasionally a week or two. Keep an eye out for excessive loss of appetite/energy and unexpected symptoms or stress which would require your vet’s advice. As with a human cold, a watchful eye is best to detect more severe or worsening symptoms of a chest infection (pneumonia), which definitely needs immediate attention.

    Can my dog still come to Marys’s Petvilla when it has symptoms?

    Like with a kid showing symptoms, they should not go to school or kindergarten, the same applies to dogs. When dogs show symptoms, they should not go to places where they can interact or meet other dogs including Marys’s PetVilla.

    What is Marys PetVilla doing to prevent the spread of K9 Cough?

    Like you know, Marys PetVilla offers a type of Home Boarding , different to the classic Dog Kennel experience.  We have Dog Cabins that are separated from each other and the dogs get individual walks.

    But keep in mind, in case you agreed, that you dog can join a playgroups with other dogs. We keep records about the members of playgroups which helps when one dog later develops symptoms.  As well the dogs share the same walking paddocks. When a dog develops symptoms while in our care, he will be put in a separate Cabin far away from the main cabin Area and we will inform the owner immediately.

    Of course, we have very strict cleaning protocols in place, but K9 Cough is one of the diseases that can spread most easily. No cleaning protocol in the world can prevent all risks.

    Can anyone be blamed when a dog catches K9 Cough?

    No. The incubation period of k9 cough is between 2 and 14 days and in many cases, so most dogs can still be contagious but will not even show symptoms before they leave us.

    We encourage for this reason dog parents to contact us when the dog develops symptoms quickly , so that we can start our additional protocols in such cases. That allows us to lower the risk of further spread.

    We would never blame any dog parent that their dog has K9 Cough just like parents should not be blamed that a kid brings a cold or flu to kindergarten.

    Of course, this applies as well to any Pet Business. We hear sometimes “My dog got K9 Cough from another boarding kennel, I’m never going back there again!”

    We are sure Operators of Schools, Kindergarten, Busses, Supermarkets, Employers and others don’t get similar criticism when we humans contract a cough in environments they manage. Such is the power our beloved family dogs exercise over our emotions and decisions.

    While we are proud of our hygiene standards, and only guests that have had their full vaccinations are admitted, we are a social facility for the good of our guests – and one individual arriving who has invisibly contacted a cough in the community can create more contact here.

    We will manage this as best as we can, secure in the knowledge that neither the Common Cold nor Canine Cough is going away anytime soon. The best human science has given us a whole vaccination program, and cleaning products that are unprecedented. But there are still times when nature is just cleverer.

    You can lower your wait time or the need for additional clarification on the drop-off day, when you look into the following steps:

    In advance of the Drop-Off Day:

    1. When you have an Online Account, please login and add/update details such as food routine, emergency contact, vet details, etc.
    2. Upload the Vaccination Records in advance to prevent wait times or the need for clarification on the drop-off.
    3. Please did not forget to give your pet flea & worm treatment, as this is mandatory. We are in a Rural Environment and with Outdoor Enclosures for Cats and Dog Walks in Yards (with real Grass) and Paddocks.
    4. Complete any missing information (i.e. emergency contact, vet, etc.)
    5. We will check your pet(s) vaccination proof in compliance with the Council, MPI and AsureQuality regulations.
    6. For Dogs, it is recommended that your dog arrives in the morning open hours, but you can bring your dog in the afternoon. When you arrive after 5 pm, please give your dog dinner before coming to us. You can find on our website more Information about Late-Arrival of Dogs.
    7. Please let us know the time or timeframe (Morning, Afternoon) you plan to pick up your pet, which will allow us to prepare your items and reduce wait times.
    8. During Drop-Off, you cannot Tour the Cattery or the Dog Boarding Area, as this can cause stress t the other pets in our care and cause wait times. When you like to see our Facility, please book a Tour.

    On the day of the Drop-Off Day:

    1. Please come into the Office first, especially if you are bringing Dogs. Please leave your Dogs in the car and bring food, bedding and vaccination records into the Office for check-in.
    2. Please bring your Pet in a Carrier or on a Lead. For their safety, pets are not allowed to be free roaming on the property. We will bring your pet within his/her carrier or leash to the facility and place him/her in the assigned condo/cabin. So your pet can feel comfortable. Dogs will normally be taken to the yard first, for a short walk before going to their cabin.
    3. For dogs, In our experience, dogs settle in much easier when they leave you, rather than you leave them. You are their #1, and they may focus on you if you are in sight rather than their new surroundings and company.
    4. Your pet will stay for a while in its spot to acknowledge that the condo/cabin is his/her “safe spot”. That is important to lower the stress for your pet to adjust to the new environment.
    5. We will monitor the new guest regarding food and water because when a cat or dog starts to eat or drink, it is a sign that he/she feels safe.
    6. Later on that day or the following day, your cat can join in on the playtime with other cats in the semi-community area. Cats will acknowledge the community area as a “neutral zone” so that everyone can enjoy the Indoor/Outdoor areas without any territory issues. Dogs will have time in our yard 3-4 times a day, including playgroup (if social)  and can play in designated fenced areas once they get to know us, the other dogs and the area.

    Check out as well our Information about what to “bring or not to bringhere.

    Please bring the following items for the stay of your Pet:

    • Please bring your pets usual Food. Even when we can provide Food for an Extra Charge, it is better for the pet to stay on their usual food. Please do not change their food in the days just before the stay with us, as this will add to your pet’s stress and may cause digestive discomfort.
    • Please bring the Vet Vaccination books (If not already sent/uploaded in advance)
    • Please bring any Medication that may be required and ensure that you add our Medication Service in your Booking.
    • You can bring a Blanket or Bed that your pet uses at home regularly. Please do not wash it so that it still has some “home smell” on it.
    • For some Dogs with thin skins (Greyhound, Sharpei, etc),  we recommend a Dog Shirt or Dog Pyjama as they can easily get scratched in a rural environment.
    • You can bring some toys when the pet uses them regularly. But please be aware they can be damaged during the stay.
    • You can bring a brushing tool, If you have booked the Brushing Service

    Please do not bring the following:

    • Please do not bring a Flea Collar or a Non-Breakaway Collar (this applies to Cats only).
    • Please do not bring Cat Litter (this applies to Cats only).
    • Please do not bring a Sleeping Crate (this applies to Dogs only).
    • Please do not bring Water Bowls or Food Bowls (except Microchip Feeder).

    Bringing a cat to a cattery can be a challenge, especially when the cat is doesn’t do well with carriers or is afraid of them. Keep in mind usually the cat connects seeing a carrier with going to the vet or leaving your home. With the following tips you can make it easier and less stressful for you and your cat

    The weeks or days leading up to drop–off:

    • Leave the carrier in the corner of the most used room of the house, facing the activity, with the door open.
    • Put the cat’s favourite bed (or what they like to nap on) in the carrier.
    • Leave treats in the carrier.
    • Pet, talk to or play with the cat when the cat goes into the carrier on their own.
    • Repeat as often as possible.
    • Did not let the cat out the day/night before, so that the cat is ready to go into her Cage coming to us.

    Day of drop-off

    • The day before the cat comes to us don’t let the cat outside anymore.
    • An hour before leaving, put the cat and carrier in a small room with no hiding places.
    • Fifteen minutes before departure, go into the room the cat is in, close the door and calmly put the cat into the carrier.

    Please also check our Information about what “to bring or not to bringhere.

    Sometimes we receive cancellations on the day of drop-off because the cat was outside and did not return home in time. Please be aware, we may still charge for the time booked, if can not fill the spot with another booking

    We strongly advise bringing your dog in the morning open hours. This gives your dog time to settle, see and sniff the other dogs and start to get used to our routine, for example, regarding feeding. Doing so will make it less likely that your dog show signs of stress, like barking on the first night. For this reason we advise having your booking start on a day other then Sunday, where we only have afternoon hours.

    When your dog arrives in the afternoon open hours, that is fine. If your dog comes after 5 pm, please feed him Dinner your Dog before you bring them to us.

    When your dog did not eat dinner, and you check in after 5 pm, you can request an “After 5 pm Arrival Dinner”, which can incur an additional fee.

    The reason is that we cannot give your dog dinner immediately, as this would cause an upset stomach. Between Dinner and the Evening walk, we have to wait at least 45 minutes and be sure that your dog has enough time before we bring them to bed for the night. When we provide dinner after 5 pm, a staff member may have to stay longer for this.

    Our Dog Day Care offers casual daycare (subject to availability), but the best way to book Day Care with us is a Day Care subscription, as the subscription rate per day is around 20% lower than the casual rate and guarantees you a spot for the booked days.

    Our Dog Day Care Center only has 8 Spots, and we depend on a minimum occupancy rate to operate. When we are under this occupancy rate, we cannot offer Dog Day Care for this day of the week. We also have to check in what playgroup your dog best fits. For this reason, we may let you know if other days of the week than requested suit your dog best.

    When your enter Daycare for the first time, the initial Subscription period will be 2-4 weeks (when starting in the first half of a month) or 4-6 weeks (when starting in the second half of a month). After that, the subscription is auto-renewed monthly.

    If you like to cancel the subscription, please do so at least two weeks before your active subscription ends.

    Since we hold the Spot for dog(s) the Subscription is not refundable. If you would like to skip days, we will try to fill those spots with casual daycare bookings, but if we are not able to, we will not be able to provide a credit for the missed day(s).

    You can read more details on our Website about our Dog Day Care Conditions and our Terms of Trade.

    You can pause a subscription, but this is limited to School Holiday times, or when you need boarding with us. Any payment will be credited to your next subscription months. If you like to pause your subscription, please let us know at least four weeks in advance.

    Mary, Frank and some Staff members successfully completed the Pet First Aid Course by the Pet First Aid and TrainingNZ Ltd in Wellington.

    See details of our requirements and proceedings in our Terms of Trade.

    Yes, you can log in using http://www.petvilla.co.nz/login in ourPetVilla Customer Portal. It is very easy to use and there is more than one way to manage your Details. In case you need some help, have a look into our User Help Document.

    Starting 1st of January each year, We maintain a Christmas Booking List, where we collect all requests for Christmas.

    This is necessary, to manage the “Christmas Booking Tetris” which allows as many pets as possible to stay with us and enables their pet parents to go on holiday without any worries.

    Later in the year, when we are fully booked, this list will become our Waiting list and we will inform you immediately when a spot becomes available. Usually, 1/3 of all Christmas Bookings change or will be cancelled around 30-45 days before Christmas, so there is still a chance once your booking is on the waiting list. 

    When you find in the meantime another arrangement, let us know and we remove you from our Christmas Booking and Waiting List.

    Christmas is the time of the year, where every Dog Boarding, Pet Sitter & Cattery will get more booking requests than space are available. Like you can imagine, the Christmas Season alone cannot sustain a Cattery & Dog Boarding Business. On the other hand, the December & January is responsible for a large portion of our annual revenue and we depend on a high occupancy rate. As we want to be able to be available for our Clients all year around, we did not accept for this reason Christmas/New Year bookings on a First come/First serve-base.

    We have a special procedure in place for the acceptance of Christmas Bookings. Between 1st June and 1st November, we accept a limited number of Christmas Bookings in multiple “stages”, based on a range of criteria. 

    Each request is reviewed during a “stage” on its merit and we would like to share with you some of the factors we take into consideration:

    • Preference to Pets that have stayed with us before and are comfortable in our environment. It will ensure a low-stress environment for everyone. In the case of dogs, ensuring that your dogs complete a short stay beforehand will help them to be comfortable for longer stays.
    • Bookings outside of the “core” days (22/12 to 26/12 and 31/12 to 3/1) are more likely to fit in our “booking Tetris”.
    • Also, longer stays are more likely to be accepted than shorter stays, especially in the first rounds of our Tetris.
    • Early bookings do not guarantee a spot but allow you to try to fit your booking with others. Even when it is not a guarantee, it makes it a little bit more likely that we can accept your booking.
    • Customers who support PetVilla throughout the year by being an Advocate for our Service by making reviews on Google and Facebook, referring us to Friends & Family and booking additional services like webcam, food, pet taxi or other services.
    • Even when all this applies, we still look at how multiple bookings fit together to prevent any gaps (empty Condo/Cabins) in between, as the Christmas Season is the most important one for Catteries & Kennels and the Occupancy Rate over this time decide, if a business can operate the rest of the year.
    • If you are flexible with your dates, please let us know – part of the Teris is to fit gaps. This gap matching is the best chance for guests with a shorter booking timeframe. For this reason, we keep your booking on our List for later acceptance.
    • Customers who book outside of the busy Christmas season. We know that outside of Peak Times or on short trips, it is sometimes easier to find a Pet Sitter or a Neighbour instead of using our service. By booking with us, you not only support us through the year and make our service possible but also lower the stress for your pet when your furry family member always comes to the same place and sees the same person and that finally prepares your pet for longer stays without you.

    Please read as well our information regarding our terms at christmas season.

    During Christmas season our usual Terms of Trade applies, but like you can imagine some of the Terms become more important because of the “Christmas Booking Tetris” and will more likely to be applied. For this reason, we like to give you some guidelines to help you understand what is important for your booking:

    • We may arrange a specific Pick-up or Drop-off time for you to bring your pet during the busy Christmas season. We encourage you to upload all details, vaccines records, etc in advance. This will ensure that we have time for every pick-up and drop-off, and allow your pet to settle well. 
    • Between 15/12 and 15/1 of the year, not all of our discounts or special rates are available. Our Online Booking System will inform you about the total costs of your booking. Please contact us, when you have any questions regarding our pricing or discounts.
    • At Christmas time we will have usually help in our facility to ensure that all pets get the same amount of attention as at other times of the year. For this reason, we may charge an additional fee of $3/day for cat & small animal boarding service and $4/day for dog boarding service.
    • The Booking “Tetris” over Christmas is very complex and as a result, it is harder to accept changes after a booking is confirmed because of the impact on other bookings. This limit our possibility to accept changes or make it necessary to charge a change fee.
    • Please be aware, that a change request of a Christmas booking will require a new confirmation of your booking to secure your stay with us. We will accommodate change requests so far as possible. Especially in case you shorten the booking, we have to ensure that we are able to fill the gap from the waitinglist or we maybe have to move your booking back to our waitinglist.
    • Ensure the length of your booking is final. We want to support you in your holiday’s plan by giving you the option to make a booking far in advance before you book your holiday details (Flights, Hotel). We ask in this case that you let us know within 7-14 days after we confirmed your booking in case the start date of the booking change.
    • For change request that happens closer to the drop-off date or after the drop-off date, we reserve the right to charge you for the full period booked, even if you collect your pet prior to the arranged date.  
    • We will ask for a deposit between 50% to 100% for all bookings during Christmas times. Deposits will be refunded when cancelled at least 30 days before drop-off day.
    • For Cancellation or Change requests less than 30 days, we can look at crediting this towards a future stay minus a possible change or cancellation fees. If we charge a fee and how much depends if we can fill the free spot with another booking and how long before the drop-off day the cancellation or change request is done. Plans change, but please inform us as soon as possible, so that is it more likely it is that you can receive a full refund.

    Our cleaning process is a two-step process:  

    • In the first step, we use an enzyme-based product to clean surfaces on a macromolecular level. 
    • In the second step, we use an anti-bacterial disinfectant with an active ingredient named ammonium quaternary. Based on today’s Information from EPA and other Organisations, this can kill a wide range of viruses including COVID-19.

    Everyone that is working in our facility is following the usual best-practice when dealing with pets, including regular hand washing, hand sanitizer and routine cleaning of surfaces, including daily cleaning of cabins, condos and crates.

    We have integrated into our Webpage a Pet Care Service Booking Software from a Company Named ProPetware.

    Marys Petvilla and Propetware do not store or have the ability to see or capture any of your credit card information, including the CCV, in our database. This information is stored with Stripe. When transactions take place, Propetware sends an authorization token to Stripe for approval. Once approved, Propet sends the transaction information to Stripe who then processes the payment and sends a message back to Propet with either success or failure if there was an issue. This token did not contain any details of the Customer.

    Neither Marys PetVilla nor ProPetware sees the Credit Card information at any time nor can we access it. We are only able to see your Name and the last 4 Digits of your Creditcard in case we process a refund.

    Stripe is a Level 1 Credit Card Processor in compliance with the Guidelines of the Payment Card Industry (PCI). Such Processors require Security Scans, Inhouse Checks and more measures to ensure that the data is safe. Stripe may store some of the information you are entered, but even Stripe is not allowed under PCI Compliance Guidelines for example to store the CCV.

    As you are aware businesses and governments are increasingly taking necessary precautions to protect the public from the Corona Virus (COVID-19). We want to let everyone know we are taking all the required precautions to keep our team and you safe!

    No one at Marys PetVilla is sick, we have not had any reports of clients being sick, and we do not expect anyone to be sickened in the future. Based on actual research, pets cannot contract COVID-19 and are not a carrier of it, but you as Pet Parents and we as Pet Boarding Facility should take precautions to limit the risk for exposure.

    Your pet care needs may change in the coming weeks because you will be working from home, reconsider attending events or change your travel plans. Please remember to keep us posted when you change any travel plans, and we will be flexible regarding the situation. We want everyone to be safe, so please let us know if there is anything we can do to accommodate your service needs during this time.

    You will find information about our measurements, guidelines and recommendations for the current Covid-19 Situation in the News Section.We will update this information if the situation in our area changes.

    Yes, you can see our provisional Approval by the AsureQuality Pet Boarding Approval Programme here.

    To prepare your Pet for domestic or even international transport, here are some different things you can do.

    First, ensure that you have a Crate that is IATA-approved and suited for the size of your Pet.

    A good choice for a Cat is a PP30 Airline Approved Pet Carrier. For Dogs, it depends on their size. It is required that the Dog can stand up in the Crate, and still, has a space of the size of two fingers between the Head and the Top of the Crate. Check out this Size Chart.

    You should try to get your Pet used to the Transport Crate (when your Pet is not already Crate-trained). You can do so by leaving it in the room as a sleeping spot with an open door and a blanket and starting to provide food in the crate. When possible, add a raised floor for longer flights or, alternatively, puppy pads.

    Please add a blanket with a familiar smells from home for the transport, but no toys or other items, as the Airlines did not allow additional items anymore with the crate (apart for medication).

    In case your cat is very nervous or anxious, you may use Feliway Spray on a Blanket or piece of fabric and add this to the Crate. That is a pheromone that can be purchased Online or Over-the-Counter at a Vet. It may not work for every pet (around 50%), but when it works, it has a calming effect and no disadvantages.

    Please do not use any sedatives, or similar types of medications as they not advised anymore for use of Pet Transport, as the risks are usually higher than the advantages. Many airlines would not transport a pet that is sedated.