ONLINE BOOKING - TIPS

YOU CAN CHECK AVAILABILITY, REGISTER & MAKE A BOOKING 24/7!

(everyone is a 'new customer' for 1st time registration)


A)  CHECKING ONLINE AVAILABILITY? - this is the response you should receive: - 

"We have availability for Dogs on your requested dates.  We have availability for Cats on your requested dates"

IF ONE OR BOTH DATES YOU ENTER - DOES NOT GIVE ANY RESPONSE AT ALL - OR - RESPONDS WITH A 'RED OUTLINE' APPEARING AROUND THE DATE/S SELECTED - THERE IS NO AVAILABILITY

  • TRYING ANOTHER DATE? - good idea to refresh your browser.

Why no response or a red outline?

  • Perhaps we are: closed, your booking is last minute and there are no appointment’s left for that day, it’s a public holiday, there's an additional closure in a peak holiday period, we are not currently offering daycare, etc etc. – please check the FAQ’s

B) DON'T FORGET to:-

ANSWER both the Q&A sections i.e. Customer AND Pet.

  • SAVE YOUR RESPONSE - by clicking on 'Update questions' at the bottom of the page.

  • MAKE SURE THAT YOUR EMAIL ADDRESS IS CORRECT! 😉

C)  VACCINATION CERTIFICATE UPLOADING - YOUR RESPONSIBILITY

ALL CUSTOMERS (NEW & EXISTING) NEED TO UPLOAD VACCINATION CERTIFICATES TO THEIR ONLINE DASHBOARD, ONCE REGISTERED and moving forward, upload them as you renew your pets vaccination in the recommended 12 monthly continuous cycle throughout the year.

  • Regardless of any uploads of vaccination certificates:- 
  • YOU MUST ALWAYS PRESENT your PETS PASSPORT i.e. your pets current vaccination certificate/s; at check in.

EASTER 2021 - TRADING


CLOSED Good Friday 02/04/2021 to Easter Monday 05/04/2021 inclusive.


...and yes we are all busily working behind the scenes, looking after your VIPs.

CHRISTMAS & NEW YEAR 2021/2022 - TRADING


CLOSED - FRIDAY 24.12.21 to MONDAY 03.01.22 inclusive

...and yes we are all busily working behind the scenes, looking after your VIPs.


When is the PEAK PERIOD for the Christmas New Year school holiday period of 2021/2022? How short stay booking requests are processed.

School holidays & our peak period for Christmas / New Year 2021/2022 commences on Saturday 11th December 2021 and concludes on Sunday 23rd January 2021.  The Australia day PUBLIC HOLIDAY falls on WEDNESDAY 26th January 2022.  

  • There is no longer a minimum stay period of 7 days at Whitsunday Pet Resort for Christmas New Year.
  • However commencing Saturday 11/12/2021 - in fairness to all, there will a LIMIT placed on the number of short stay Christmas / New Year bookings, balanced by the priority & opportunity reserved for those VIP's who are staying with us from Fri 24/12/21 to Mon 3/1/22 inclusive.
  • As an example a short stay booking request (i.e. less than 7 days) in the last week leading into Xmas with a requested appointment departure date of Mon 20, Tue 21, Wed 22 or Thur 23/12/2021 may not be approved; or if it is approved; the approval may not occur until well into the start of the Christmas School holiday period as priority will be given to bookings staying with us over the Christmas / New Year break. Thank you for your patience & understanding.



Why do you have a daily rate?

The service provided at Whitsunday Pet Resort is continuous: 
  • We like to offer our customers a MORNING CHECK IN & AFTERNOON CHECK OUT without additional charge.  Such options are already included in the price of our daily rate.  On our busiest days  the service commences with the provision of a morning check in for your VIP (closed Sunday morning).  We then attend to your VIP's needs on a constant basis until what is typically, their afternoon departure (closed Saturday afternoon).   
  • Concierge simply does not stop and nor should it.  VIPs these days are very social and equally reliant and dependent upon having their water source refreshed, their bed remade, their rooms serviced as required, floors regularly cleaned and so on. 'I think I need exercise - now' OR 'My bath is due?' are fairly common scenarios.  Not a bad life really, for our VIP's :)
In practice, arrival and departure sessions are often varied by our customers.  Your pets accommodation space must also be allocated for the entire day regardless of when you arrive or depart, so current in house guests, and the next pet (your pet) can be guaranteed their accommodation space. 

Whitsunday Pet Resort accommodation fees are calculated on a calendar day basis (from day of arrival and including day of departure) regardless of which check in and check out time session you choose.

Best way to use us - check in, in the morning and check out, in the afternoon on our busiest days.  
Remembering though, we are closed Saturday afternoon and Sunday morning.

Why do you have a solo accomodation rate in the busiest part of your Christmas New Year peak period?

Solo accommodation rate (SAR) - is commensurate with covering part of the financial loss of providing additional kennel space (caused by the additional kennel management needs of your VIP).   Some establishments charge 100% extra.  We meet you 1/2 way.  It also relates to our duty of care / professional kennel management standards that we apply to all pets.  

This surcharge generally applies to non social breeds (as determined by Whitsunday Pet Resort), entire male, unsociable male/female, owner requested, resort required e.g. brachycephalic breeds or the elderly dog who require reduced stimulation & must rest, breeds or mix of those breeds of a genetic predisposition to personality traits and temperament, whether displayed before or not.  The surcharge also applies to the VIP's who have previously been, are or deemed to be potentially incompatible or are are incompatible with others and in such circumstances can also clearly apply to a sociable breed.

The surcharge is subject to demand; and so it is not applied for the entire peak period; this surcharge is only applied OR occurs at the busiest peak period times e.g. leading into and out of Christmas/New Year, Easter or large event.  

This charged has been in existence for several years and if you have not been charged this before in a busy peak period then you are ahead.
In 2021/2022 the SAR will apply from Saturday 11/12/2021 to Sunday 09/01/2022 inclusive.

Note: Our standard B&B rates have always been based on your pet possessing an even temperament with a sociable and non-aggressive nature and therefore their ability to share accommodation.  Why? The domestic dog is the majority of cases a social animal. Sharing arrangements WHEN implemented, are typically with those pets of the same family, those well socialised / trained, where NO additional costs apply.  

Obedience training and the incorporated socialisation of your pet provides a lot of cross benefit, and goes a long way to ensuring a great visit. Highly recommended. 

Recapping, solo accommodation required (duty of care to all pets) or requested in the busiest peak periods =  solo accommodation surcharge. Currently in quieter periods we have always provided solo accommodation as standard or as needed, without the surcharge being applied. If your pet meets ALL of the following: i.e. our breed, type & de-sexing requirements and possesses an even temperament with a sociable non-aggressive nature, and therefore has an ability to share accommodation; then this surcharge will NOT APPLY to you.

I wish to cancel my booking, change my booking OR my booking is effectively self cancelled as I fail to show and / OR am unable OR choose not to comply with terms & conditions including resort entry requirements. What happens next?

Can I pick up or deliver my pet outside your business hours?

Sorry we are CLOSED.  

Our trading hours are for your prior planning.  

The last appointment for check in & departure is 15' before the end of a trading session.  

We are a busy facility and have many other related commitments.  

We are also bound by council by-laws, which must be respected and strictly adhered to.  

In addition, it is equally important to preserve the routine and comfort of our Very Important Pets. 

EXTERNAL EVENTS OUT OF OUR CONTROL.  Should an 'off site issue out of our control' cause you a delay and you subsequently 'miss a flight', the 'bank closing time' or a 'tour departure', then naturally you adjust your plans and reschedule.  We certainly empathise and understand that such rescheduling may be at some considerable inconvenience to you. In ALL such circumstances we ask that you respect our operating hours and similarly reschedule your arrival and departure time to our next scheduled trading session, and regardless of whether it is a weekend or a public holiday etc.  Remember our office is closed between hours of scheduled trade and such scenario is not an excuse to attend & wander around the property, please refer to 2. & 3. above.

STAFF ARE NOT AVAILABLE.  Staff are not rostered on standby, requested OR asked to be available to assist with out of hours requests.  Even if they were available, the raw wages cost factor alone, 2 staff minimum overtime rates for a min. of 2 or 3 hrs each (depending on award or agreement), the administration of same...  It is not commercially viable & completely disregards our vision that includes all pets.

If you find you have arrived out of hours, please make arrangements and communicate an intention to return during a scheduled trading session.  Upon re-opening and receiving your request, we will respond as soon as we can.  Additional patience may certainly be required as we may be first attending to other scheduled check ins and departures.


Whitsunday Pet Resort DOES NOT provide, offer or negotiate out of hours arrivals or departures.  

Alternative options:

THIRD PARTY PROXIES - Many of our customers nominate a third party (proxy owner, agent or representative) who may be able to assist you, in check in and collection during our business hours.  # IMPORTANT - Third party proxies MUST be 'prior approved' by Whitsunday Pet Resort.

  • Pet sitters, house sitter, dog washer or similar may be at a higher occupational risk of coming into contact with other unvaccinated animals and as a consequence may transfer viruses etc. are typically NOT approved for third party pick up or delivery of pets.
  • Alternatively you are welcome to drop off your pet the day before or collect the day after.
Once again, a genuine thank you for respecting our privacy and our vision for your Very Important Pets.


UPDATE - the following certainly does not apply to our typical wonderful and respectful customers, it only applies on those rare occasions to those few who may have missed some of our previous correspondence, or who may have some 'specsaver' type difficulty in reading & complying with property signage :-)

To address VIP security, everyone's health and welfare issues, some additional 'out of hours' comment and to provide general education on expected behaviours, it has become necessary to provide some further explanation to the above:- 

1. WANDERING OUT OF HOURS - It is a serious WH&S issue and Trespass matter for those who intentionally or not, display little respect for our business hours, appointments, property boundaries or signage AND commence to wander through the property, whether you are 'arriving early' for a Wednesday appointment - you may be the only appointment and /or we have yet to unlock for normal business hours.  

2. WH&S comment:
a) Some pets are very protective of their locale and through frustration may 'vent' on a resident, private visitor or staff member if they cannot 'get' to a wandering stranger; 
b) Off lead, high level dog training may also be occurring on the property out of hours.  

3. TRESPASS comment:
a) Security of our VIP's, our property, is taken seriously. 
b) Trespassers WILL be prosecuted. 
c) Additionally, a person arriving early or late for appointment with a misguided belief that they are somehow entitled to ignore signage and wander through the property etc., may certainly be classified as trespassing. 
d) Our signage applies to everyone.




What is your normal response time to an email or phone message?

Your email or phone message is naturally VERY IMPORTANT to us, however they are only checked during office hours. 
Our priority is always with our in house guests (VIP's).

Response times:  Our office is not staffed between hours. We endeavour to respond to all such emails or phone messages within 24-36hrs of receiving them.

Thank you for your patience & co-operation.  

Tip - have you checked your junk mail box??



What if I have a change of plans and wish to pick up my pet early?

As we generally hydrobath or carry out a kitty kat dry wash and groom* the morning before your scheduled departure, we would certainly appreciate your courtesy of providing 48 hours notice of any changes to your pick up appointment time.

There are no refunds for checkout or pickups earlier than the accommodation originally booked.

Thank you for allowing us to present your VIP in the best possible way!

* included in our Platinum & Platinum Plus Cat packages; and complimentary after a 7 day stay; on our standard / B&B package.

What are your vaccination & minimum age requirements AND besides 2 consecutive vaccination certificates, what else should I bring along at check in?

The minimum standard for dogs is C5

The minimum standard for cats is F3

Any concern or doubt as to your pets current vaccination status MUST be cleared with us at the booking inquiry phase and PRIOR to: payment of a booking fee AND your pet entering our resort.

A) You need to be able to produce your pets last 2 consecutive vaccinations that consists of: 1. A copy of your VIP's current vaccination and; 2. Your VIP's previous vaccination that should have been given within the recommended 12 monthly continuous cycle.  SEE B) below ref. production of parasite product boxes and or receipts.

Your pets annual vaccination is a little overdue?  If your pets current vaccination has not been given in a 12 monthly continuous cycle, there is a small grace period, HOWEVER we firstly need the date of the previous vaccination, so as we can properly assess your pets immunity status.  Regardless your pets vaccination; even if not overdue and within the recommended 12 monthly cycle, it should always be given at least 2 weeks prior to the commencement of boarding; even if this means giving the vaccination early.

Vaccinations that fall due, should always be given a minimum of 2 weeks prior to when boarding commences, even if this means giving the vaccination earlier than scheduled. 

Vaccinations that have lapsed by greater than 28 days but less than 90 days, cannot board with us until after 14 clear days from the date of the lapsed renewal vaccination. Day 0 being the date of vaccination, Day 15 the pet can check in.

Vaccinations that have lapsed by 90 days or more are required to recommence their vaccination program like that of an unvaccinated animal.  Two (2) C5 or F3 vaccinations are given.  The second vaccination given 30 days after the first.  14 clear days after the 2nd vaccination is given, the pet can board with us.

Upgrading from a C4 to C5 vaccination. Regardless of whether the upgrade is delivered via intra-muscualar injection, intra-nasal or intra-oral method your pet may have been previously exposed, or it may be shedding the bacteria as a result of the upgrade. So regardless of the efficacy of the various vaccine & various immune response build up times, to simplify things, we still require a clear 14 day immunity build across the board AND regardless of upgrade type. Day 0 being the date of upgrade. Day 15 the dog can check in.

You only have your pets current vaccination but not his or her previous vaccination information.  Perhaps your pet is a rescue pet?  Your pet is required to receive a 2nd or booster vaccination, at least 30 days after the current vaccination.  14 clear days after the 2nd booster vaccination is given, your pet can board with us.  Day 0 being the date of booster. Day 15 the dog can check in.

Admittedly our vaccination policy is fairly robust.  We take the responsibility for the health and welfare of all of our VIP's seriously.  We simply prefer to err on the side of caution and aim for best practice and standard that will always be higher than minimum.

Puppy / kitten vaccinations.  Minimum age is 5 months.  All cats must be desexed.  At the initial inquiry stage; we recommend that you SCAN & EMAIL or FAX to us (photographs not acceptable; the front and back of your puppy or kittens full vaccination card.  The vaccination card to show:- a) date and type of all vaccinations given, b) your pets name and date of birth.   

VERY IMPORTANT - refer to online booking system Terms and Conditions / website FAQ's ref. on online booking system / updated / current terms and conditions including, agreed to vaccination policy.  Signed waiver refers; which applies to all online bookings and from October 2020

B) Whitsunday Pet Resort prides itself on being a parasite free zone.  Please also bring along your product box and / or receipts, together with dates last administered of your pets:

  • veterinary grade of tick, flea and worming control.
  • due to various reasons, photographs of product boxes are no longer acceptable.
  • this information must be provided in person, at or prior to the time of check in.

Alternatively we can certainly assist with various options on check in.

All of our VIP's and customers certainly appreciate your efforts in helping us meet this very important resort standard.


When does the peak period apply?

The peak period rate is charged on all Queensland School Holiday Periods that includes the Christmas New Year Period and the Easter holiday break.  

The peak period rate is also charged on public holidays and public holiday periods.  

A public holiday period is one where a public holiday leads into or follows a weekend i.e. where the public holiday is either on the Friday or Monday.   

All other periods can generally be regarded as the off peak period (daily discount applied)

Will you accept a pet that is not well?

Pets with treated or untreated injuries, diseases or illnesses, may not be accepted into the resort.  

All injuries, disease or illness must be disclosed during your booking inquiry and prior to your pets arrival.

Do I need to bring bedding for my pet?

Not at all.  All bedding is supplied.  All bedding is washed & treated daily.

If you still wish to bring your dogs 'special' bed, it must be:
  • clean 
  • labelled with your dogs name & surname
  • of an approved type.
If you wish to bring any blankets or towels, they must be moderate in size and ones that you are prepared to lose, as any unhygienic or soiled bedding will be disposed of.

We certainly keep our VIP's warm and wash and sort our own blankets & towels daily.

Premium Bedding? - Please refers to our platinum packages for information on our premium bedding options.

If I pick up my pet during one of your afternoon sessions, will I be charged extra?

No, you will not be charged any extra if you collect your pet in one of our afternoon sessions.  We charge a daily rate that includes the day of drop off and day of collection, regardless of whether that occurs in the morning or afternoon.  Many of our customers already take advantage of this and use the opportunity to unpack, unhitch the boat or van and collect their VIP during one of our afternoon sessions.  For further explanation on daily rate, please refer to our FAQ "Why do you have a daily rate?".

Why are all dogs charged at the same daily rate?

General resort management and routine, the amount of infrastructure, equipment, miscellaneous costs, floor space allocated, exercise, care and attention needed, staffing levels, is in essence, the same for all dogs, no matter what their size.  

The amount of food consumed by each VIP is only a small percentage of the total cost.  Ironically the smaller dogs get a little extra, in the form of a recently introduced delicious super premium tinned food options that accompanies our super premium dry food as required.

Many of our smaller VIP's simply require additional one-on-one time & care, including extra supervision in our exercise yards.  

We would have it no other way at Whitsunday Pet Resort.  

And yes while cost is very important, what goes on behind the scenes is even more so.

My pet hasn't been in a resort before, what can I do?

It is best to check in your VIP earlier in the day if possible, to allow more time for your pet to familiarise itself with its surrounding and our routine.  

This will also give us lots of time for frequent and positive interactions throughout the day to get your dogs tail wagging or your kitty kat purring.

My VIP has a special diet, can I bring my own food or can you supply it?

Yes you can bring your own food, restrictions apply as per COVID safe management update. 

  • Please refer to par. 39 of Whitsunday Pet Resort Pty Ltd   ACN 163 053 110  Contract - Agreement - Terms & Conditions – All Pets when you register on our new online booking program
There is a small daily storage and preparation fee for any food you provide that requires refrigeration or a freezer.

However with 14 days notice we can generally provide any veterinary grade super premium food of your choice and without additional charge.

We also have a menu of extras, sides and main meals for a small additional cost that you can select on check in to supplement our standard B&B package. 

Please refer to our platinum and platinum plus packages where choices ranging from treats to meals are automatically included in the daily rate.

For more information on package content, please click here  Cats   Dogs

Some of the dogs seem a little excited when I enter the resort?

When our customers arrive and depart with their VIPs, some of our in-house VIP's think they could be 'next', and so a little bit of 'chat' between them may start. 

If you are collecting your VIP, your dog and yes your cat, already knows you are at the Resort before you even get out of your vehicle.

Many of our VIPs may also be getting exercised or fed, or just having a game on your arrival.

Depending on the days antics, we are also very conscious to encourage and carefully place any shy dogs in the most suitable accommodation.

When we are closed it is a different story, as is bed time.  Generally you can hear a pin drop.  The VIP's have been fed the best food you can buy, they have been exercised, their beds are cosy...it's time for more sleep...
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