FAQ’s

Where are you located ?

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

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

    What is the Petzi Treat Cam ?

    The Petzi 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 Petzi 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.

    Mary`s 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 holiday or long-term trips. When booking Petzi 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 Petzi by following the instructions on our Info Sheet.

    Do you have experience with pet first aid?

    Mary successfully completed the Pet First Aid Course by the Pet First Aid and TrainingNZ Ltd in Wellington.

    What do your Cat Condos look like?

    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 a semi-community area. Our Condos have a connector to combine two Single Cat Condos to one Double Cat Condo.

    The maximum occupancy of a Condo is two cats. However, we recommend for two adult cats two Single Condos or a Double Condo.

    To learn more see the Description of our Condos.

    What do your Dog cabins look like?

    A cabin is a 2.00 x 1.20 with Indoor Room and a 2.00 x 1.80 Meter Outdoor Run. The Kennel Area is 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 small off leash play area for dogs.

    To learn more see the Description of our Kennels.

    It is possible to Visit my Pet or Tour your Facility?

    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, send us an email to [email protected] or give us a ring (or text) on 027 CATTERY. Please give us your name and the name of your pet and we call you back to arrange a visit or tour appointment. .Visits and Tours are free of charge, but for Pick-Up and Drop-Off outside of Open Hours see our Fee Policy.

    What are your Open Hours and Appointment Policies?

    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

    On Public Holidays and other special days, the open hours might vary. 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. Be aware, that will 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 Windows around the scheduled Appointment.

    Appointments outside of Open hours for Pick-Up and Drop-Off will incur an additional fee of $20. Coming without an Appointment or being late to a scheduled Appointment will incur an additional fee of $20 ($40 in total).

    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.

    What can I expect when my pet arrives?

    1. We will check your pet(s) vaccination proof in compliance with the Council regulations.
    2. Complete any paperwork that has to be filled out (I.e emergency contact, vet, etc).
    3. Then we will bring your pet within his/her carrier or leash to the facility and place him/her in the assigned condo/kennel. So your pet can feel comfortable.
    4. Your pet will stay for a while in their spot to acknowledge that the condo/kennel 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 the play time so that your cat can socialise 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 a walk twice a day on the 5 acres property and can run in designated fenced areas.

    What are your Terms of Trade ?

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

    Can I manage my personal details and the details of my Pets online ?

    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.

    What does your Facility look like?

    Have a look at our Photo Gallery  for photos.

    Do you have an cat isolation area?

    Yes. The Isolation area is reserved in the case a cat should become ill while staying with us.

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

    Are you certified by AsureQuality?

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

    What kind of vaccinations you require?

    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.

    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 as well Lepto vaccination.

    Small Animals

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

    See further details in our Terms.

    Should I bring food for my Pet?

    We recommend that you bring your pet(s) usual and we are happy to feed that (for no additional cost of course). That helps your pet to settle easier and feel more comfortable. As an Alternative, we do offer our High Quality “Orijen Food” for an extra $2/a day (per pet).

    Did I need a trial stay for my dog?

    A trial stay for dogs is recommended or even required in certain situations. The reason is that Dogs act differently when away from home. Our boarding Environment with a Dog Cabin, Individual Walks and Home-Boarding-style Sleeping Arrangement might not work for every dog, in other cases, it is a better solution than a classic kennel.

    Where a trial stay is required, it should be at least for two days (36 Hours) and a maximum of 3 days and should be booked at least 30 days before the planned stay starts. We would send you suggestions for dates, most likely for two weekdays in the near future.

    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 very enjoyable holiday with us.

    Two Days of a trial stay will be credited towards future stays. If you wish to opt-out of the trial stay, we do ask for an emergency contact. In extreme cases, emergency contact should be able to pick-up your dog earlier if issues arise.

    How can I prepare my cat for a stay at the cattery?

    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.

    Day of drop-off

    • The day before the cat comes to us don’t let the cat outside anymore.
    • An hour before it is time to leave, 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.

    Sometimes we receive cancellations on the day of drop-off because the cat was outside and did not return home in time. Be aware, we would still charge for the time booked, in case, we did not find some that take over the spot from you.