18 Nelson St, Moorabbin

FAQ

Felinely Asked Questions

What are your hours of business

We are open every day except Good Friday, Melbourne Cup Day, Christmas Day and New Years Day.
Guests are attended to for feeding and suite maintenance every day.

Monday –  Friday: 9:00am-5:00pm
Saturday: 9:00am-1:00pm
Sunday: 12:00-5:00pm
Public holidays: 12:00- 5:00pm

When picking up or dropping off we ask that you observe these hours. If you have a special circumstance, please let us know in advance and we will do our best to accommodate – an additional fee may apply.

We welcome inspections at any time during our business hours.

We also offer a pick-up and delivery service by prior arrangement.

How are your boarding charges calculated?

Unlike most competitors, we charge by the night. This means you pay from the night your cat checks-in and subsequent nights up to the day of check out. You do not pay for the day you pick your cat up.

Do you have a minimum stay?

Usually, the minimum stay is 1 night, but during the Easter and Christmas periods the minimum stays are 5 and 8 nights respectively.

Easter rate apply from Easter Thursday to Easter Monday inclusive (5 nights)
Minimum stay is 5 nights
Christmas rate applies December 18 – January 14 inclusive
Minimum stay is 8 nights

Is a deposit required?

All bookings require a deposit. For short stay bookings under $100, payment in full is required at time of booking.
Non holiday period deposit: Minimum $100 or 25% whichever is greater.
School and Public Holiday deposit: Minimum $120 or 25% whichever is greater
Easter and Christmas deposit: Minimum deposit of 50% of value of booking – capped at $500
Easter minimum 5 night booking
Christmas minimum 8 night booking.

What is your Cancellation Policy?

SOPHISTICAT COVID 19 Cancellation Policy

This policy is in addition to the standard booking terms and conditions. In the event of any inconsistencies between these this policy shall take precedence.

Due to the unprecedented nature of the COVID 19 pandemic Sophisticat will provide comfort to customers booking holidays in these uncertain times.

Sophisticat will provide a penalty free cancellation or change of dates, and will carry forward
a credit on all prepaid amounts, valid for 12 months from the original booking date. This
policy will apply under the following conditions:

  • The travel associated with the booking you have made with us, is cancelled directly because of a lockdown classified as a Federal government recognised COVID hotspot.

If your circumstance meets the criterion listed above, please contact the team to request a reservation change, or cancellation.

You may be required to provide supporting documentation when applying for a cancellation or reservation change. All claims, with supporting documentation, are to be submitted no later than 24 hours prior to arrival.

This policy provides our customers with more certainty in booking holidays in these uncertain times and should be viewed as an addition to rather than a replacement for travel insurance which is recommended.

Outside of the COVID 19 special conditions, cancellations forfeit $100 admin fee.

Special deposit and payment terms applying to bookings commencing December 15th
through to January 5th inclusive:

As the period December 15th through to January 5th is peak period with highest demand, we
have updated payment terms to provide a fair and equitable allocation of accommodation.
Please note these terms as below:

  • For all bookings made before 06/12/2021, our terms of business require a deposit of
    50% – capped at $500 – upon confirmation of booking.

  • Further, we will require the balance to be paid in full by Monday Dec 6, 2021.

Cancellation policy:
Any cancellation received after Dec 1st, full deposit (ie 50% of full boarding cost up to $500)
is forfeited, subject to our specific COVID hot spot policy.

Any full balance payment made prior to 06/12/2021 and cancelled less than 7 days prior to
check in date may be subject to forfeit in full, subject to our specific COVID hot spot policy.

Special circumstances may be considered on an individual basis.

For any bookings made after 06/12/2021, our terms of business require a non-refundable
payment in full upon confirmation.

Change of dates:

  • Prior to check in date: Date changes may be made at any time, without penalty, provided the stay is not shortened
    by more than 3 nights, and the total stay is not less than the minimum 8 night requirement.

  • After check in date: Date changes may be made, but there will be no refund for any shortened stay.

Easter cancellations after 30 days prior to Easter Thursday forfeit deposit in full

At all other times, refund of the deposit will be made as follows:

  • 21 days or more prior to first night – refund less $100 admin fee
  • 14 days prior – 50% refund less $100 admin fee
  • Less than 14 days – deposit not refundable

All cancellations must be notified in writing via email and approved refunds are returned via EFT to nominated bank account . Special circumstances will be considered on an individual basis.

What vaccinations does my cat require?

The minimum vaccination requirement is an ‘F3’ which covers Feline Enteritis and Feline Influenza.

All cats must have current vaccinations prior to their stay. This must have been administered a minimum of 2 weeks prior to check-in date. We must sight the current certificate before your cat(s) can be admitted. We reserve the right to refuse admittance if your cat does not comply with these requirements.

Please note that whilst vaccination provides a level of protection, it does not ensure that cats won’t become symptomatic if exposed to Feline Enteritis or Feline Influenza. Cats may be carriers, whilst still being vaccinated against the effects of these diseases. We have disciplined procedures in place to isolate any cats showing signs of these illnesses.

It is a requirement under the Code of Practice for cat boarding that all cats have been administered a worming treatment prior to admission. If your cat has not received this prior, we reserve the right to administer at your cost.

What food do you provide?

We provide a range of high quality, nutritionally balanced dry and wet food.  Our primary dry food is Advance Complete – Adult and Kitten.  Our wet food range comprises beef, lamb and chicken mince, and selected fish and seafood varieties.

If your cat(s) requires a specific Vet prescribed diet, we ask that you provide this.

What do I need to bring when checking my cat in?

All cats must be brought in a sturdy carry cage.

Apart from the Vaccination Certificate, and any special food, you really do not need to bring anything else.  All our suites are fully furnished, but if you wish to bring in a little ‘piece of home’ you are welcome to do so.

How do I know if my cat is OK?

We have a disciplined health and wellbeing observation checking procedure.
Our team monitor and document each individual cat each day of their stay – checking:

  • General behavior and appearance
  • Food and water consumption
  • Litter usage

Any irregularity is reported to the management – and where necessary, Veterinary advice / consultation is sought.
Whilst procedures are strictly adhered to, and every effort is made to offer the best in care, Sophisticat cannot be held responsible for any illness which may develop during your cat’s stay, due to information being withheld or misinformation relating to previous, current or untreated injuries or illnesses, or contamination of any food product bought in from outside suppliers.
We have very strong relationships with a number of Veterinarians in the bayside locale, and beyond. Should your cat become ill during their stay, we will attempt to contact you or a nominated alternate contact. If we are unable to reach you, we will contact your nominated Vet- if not available, we will consult one of our consultant Vets.

How can I keep in touch with my cat?

Staff take photos of guests regularly and post to our Facebook page.  So you can check the Facebook page for recent photo of your cat enjoying his/her holiday.