Frequently Asked Questions

Common questions asked by our Customers.
What vaccinations are required for boarding?

All dogs must have up to date C5 (or C3 / C4 and kennel cough) vaccinations administered no later than two weeks before boarding. Please send a copy of your dog’s vaccination certificates to bookings@nelsonbaykennels.com or bring them with you to drop-off.

Does my dog need any other treatments?

Yes, your dog needs to be up to date with their intestinal worming, heartworm, flea and tick prevention prior to boarding.

What are your hours of operation?

Our admission and collection hours are 8am – 11am and 3pm – 6pm every day except Christmas Day, New Years Day, Good Friday and Easter Sunday when we are closed for admission and collection.

Can we arrange for drop-off or collection outside of normal hours?

Under exceptional circumstance admission and collection can be arranged outside our normal operating hours. This must be organised and confirmed by us in advance and will incur an out of hours drop off or pick up fee (please contact us for details).

Should I remove my dog’s collar & tag?

No – all dogs must have a collar and ID tag showing their name and owner contact number.

If you do not bring a collar and ID tag to check-in then we will provide one for the duration of the booking, and a Collar & Tag charge will apply for each week or part thereof.

My dog has his own bedding and toys - can I bring them along?

We have trampoline or plastic basket beds for all runs but you are welcome to bring your dog’s special bed, blanket or toy. Please ensure that all items are clearly labelled so that we can do our best to return them at the end of the stay.

My dog only eats special food – can I bring it?

We serve premium Black Hawk biscuits, but you are welcome to bring your dog’s preferred food. Please ensure that it is clearly labelled with name and portion size.

If any particular storage, preparation or feeding is required such as refrigeration, warming, hand feeding, etc. then a daily Special Requirements fee will be charged for each calendar day of the stay (please contact us for details).

My dog requires medication or has other special requirements – can you accommodate this?

Yes we can. All medications must be clearly labelled with the dog’s name, drug dose & frequency. Special requirements (for instance particular food storage or preparation needs, incontinence / not toilet-trained, or other services that would not normally be provided for other boarders) must be clearly explained and recorded on our Admission Form.

A Medication / Special Requirements fee will be charged for each calendar day of the stay (please contact us for details).

Do you offer any grooming services?

Yes! If your dog is being collected after 4pm we can arrange a bath and brush so that they are clean and fluffy when you pick them up. We can also clip nails and do other specialised grooms on request. Please see our Grooming Page here for more info.

Can I see where my dog is being housed?

We pride ourselves in our facilities and would be happy to provide you with a tour by prior arrangement. To avoid disruption to our guests during peak hours, we prefer to arrange tours between 9am and 11am, or 4pm and 6pm.

Will my dog miss me?

When boarding for the first time, some dogs may take a little time to settle-in. When dropping them off it is important to remain happy, and to say goodbye and leave promptly rather than have a prolonged and emotional departure. Once you are out of sight the dogs usually take in the exciting new environment. Most of our guests thrive in the routine at the kennels, however you may like to have a short trial stay if your dog has never boarded before. You can keep up with your dog’s stay by following our Facebook page where we post daily pictures so that owners can see how they are getting on.

We are holidaying in the area - can we take our dog out for the day?

If your dog is boarding with us while you are holidaying in the area, you are welcome to take him out with you for the day. We allow collection and return during our normal operating hours, and a Day Release fee will apply for each instance.

Please do note that this can be unsettling for some dogs, such as first-time boarders or those that have separation anxiety.

How often will my dog get playtime in the paddocks?

We believe your dog needs lots of fresh air every day. Dogs are only closed in at night and are out in the fresh air for the rest of the day. They have access to their rooms throughout the day and will enjoy 2-3 supervised periods where they can play off-leash in the paddocks. Well-socialised dogs can play together in small groups while the more people-oriented dogs can enjoy a one-on-one game of fetch or tug-of-war with one of our team.

What happens if my dog gets sick when I am away?

We will attempt to contact you or your nominated emergency contact to discuss the dog’s condition and subsequent action. If we cannot reach you, we will contact a local vet to check your dog for you. We can arrange transport to a local vet (Salamander Bay Vet, Noah’s Ark Nelson Bay or Shoal Bay Vet Clinic) for diagnosis and subsequent treatment (a vet transport fee will be charged).

What is your policy for peak period bookings?

The NSW school holidays are our Peak periods.

For all Peak period bookings:

  • Peak rates apply.
  • A deposit is required to confirm the booking.
  • The full period booked will be charged if you decide to cut short your stay for any reason. 
  • Fees must be settled in full at admission.
  • Cancellation with at least 10 days notice will incur an Admin fee and the balance of the deposit will be refunded.
  • Cancellation within 10 days of arrival will result in the loss of your deposit.
  • Amendment to booking dates within 10 days of arrival will incur an Admin fee.
Do you have a Cancellation / Amendment policy?

For Off-Peak bookings:

  • Please provide as much notice as possible if you need to cancel or amend the dates of your booking.

For Peak period bookings:

  • If you cancel your booking and provide at least 10 days notice then we will refund your deposit less an Admin Fee.
  • If you cancel your booking within 10 days of arrival then you will forfeit your entire deposit.
  • If you amend your booking dates within 10 days of arrival, an Admin Fee will be incured.
  • If you decide to cut short your stay after arrival we will still require you to pay for the full period booked.

These conditions apply because of the exceptionally high demand during the holidays, and we will have turned customers away to reserve your booking. If you cancel or amend your booking at short notice then we may not be able to fill the vacant spot.

A fun, safe and comfortable place to leave your pet when you go on holiday, renovate your house, or travel for family or work engagements.