Got questions about boarding your pets with us?
Below are some of the common queries we get about staying at Willow Woods and our custom-built indoor boarding spaces for rabbit and guinea pigs, but please don’t hesitate to get in touch if there’s something else you’d like to know! You can also check out our customer reviews and pet boarding rates for more information.
Boarding Reservations & Bookings
Yes, we accept last minute bookings, subject to availability of boarding spaces. However, we still require proof of up to date (ie. within one year prior to last day of planned boarding stay) calicivirus vaccination for bunnies and flea/mite treatment with Revolution for both bunnies and guinea pigs.
It is advisable to do so as soon as you have confirmed your holiday bookings to avoid disappointment. However, please familiarise yourself with our refund policy for cancellations. It is advisable that you strike a balance between missing out on a boarding spot and risking a cancellation fee in the event that your holiday is cancelled.
No, we do not take boarding reservations over the phone.
However, we accept reservations via email, if you provide the boarding dates, number of rabbits or guinea pigs, choice of accommodation, and your full contact details (ie. all the information required in our online booking form). If there is availability, an invoice for boarding fees will be sent in response to your email.
Your reservation will only be confirmed upon receipt of full payment via direct debit or cheque. Any delays in full payment may result in all spots being booked up by other customers via our online calendar prior to confirmation of your reservation.
If there are no available spots when your payment is received, your payment will be fully refunded.
In summary, the fastest and surest way to ensure that your reservation is confirmed is to book via our online calendar as there is instant confirmation without any delays.
Unfortunately, we have had a few customers who made bookings, but did not show up as arranged and did not answer our calls/emails when we tried to follow up. In doing so, they deprived other customers of their spots and wasted our time taken to prepare their bunny’s or guinea pig’s accommodation, bedding, litter trays, bowls, etc. ahead of their scheduled arrival. Therefore, we have revised our policy to require full payment for all bookings, which is not unlike the practice of airlines, hotels and travel agencies.
Unfortunately, once all our spots are booked out, we are unable to accept additional boarders. For the health and wellbeing of our boarders, overbooking is prohibited at Willow Woods to avoid over-crowding and downgrade in service levels. Our advice is to book well in advance in future, especially for Christmas and other holiday seasons.
Rates & Discounts
We would love to charge in the same way that hotels do! We can then levy weekend surcharges, early check-in or late check-out charges, laundry charges for cleaning blankets, charges for treats and snacks from the mini bar, and internet charges for providing photo updates.
But we don’t.
Instead, our rates are charged on a ‘per day’ basis, so that your bunny’s or guinea pig’s experience is the same throughout its entire stay with us.
Your bunny or guinea pig receives daily servings of vegetables/fruits, including the first and last day of its stay. Its accommodation is also cleaned daily, including a wipe down before your bunny or guinea pig checks in, and a morning clean on check-out day. After your bunny or guinea pig checks out, we clean its accommodation once again, ie. accommodation is cleaned twice on check-out day.
We do not double book rabbits into the same accommodation on the same day, in order to allow ample time for thorough cleaning, disinfection and complete drying of the accommodation between use.
Our rates are not negotiable. A discount of 10% on the base rate is automatically calculated by our booking system for all stays over 30 days. Nearly all our customers are regular customers who board their rabbits for less than 30 days at a time. If we were to offer discounts to all regular customers, we may as well lower our rates, which is not possible if we are to remain a viable business.
Frequent Bunny Boarder or Cavy Camper Card
Please note that this frequent boarder rewards programme has come to an end. It has been a successful campaign and we will look into other avenues to reward loyal customers.
If your rabbit or guinea pig checks in and check outs during our business hours, there are no surcharges. The only time a surcharge is incurred is when you choose to drop off or pick up your rabbit or guinea pig outside our business hours.
(Our business hours are from 9 am to 3 pm on weekdays and from 9 am to 1 pm on Saturdays. We are closed on Sundays and public holidays.)
If you opt to check in or check out your pet outside of business hours on weekdays and Saturdays, the surcharge per half hour block or part thereof is $30.
If you opt to check in or check out your pet outside of business hours on Sundays and public holidays, the surcharge per half hour block or part thereof is $60.
In the interest of safety, we reserve the right to decline requests for very late check-ins or check-outs as we are located in an industrial estate. Moreover, the gates to the complex shut at 7 pm on weekdays, 2 pm on Saturdays and are closed throughout Sundays.
Yes, we can combine play pens to form larger accommodation areas, subject to availability. For example, if you would like a play pen measuring 2.4 m by 1.6 m, simply book two separate play pens which measure 2.4 m by 0.8 m (each), and advise that you would like them to be combined via our online booking form.
No, we do not offer smaller cages as we believe that rabbits or guinea pigs cannot be comfortably accommodated in cages which are smaller than our smallest accommodation option.
We are not able to lower the rates for the cages as the rates include 10% GST (which goes to the tax man, not us!), Paypal/bank transaction fees (2.6% plus $0.30 per booking), electricity for heating/cooling, water, laundry, fresh vegetables, hay, litter material, disinfectants, internet for uploading of photos, rent, staff salaries and so on. Our rates are value for money considering all that we provide for your bunny or guinea pig.
For the purpose of comparison, kennels and catteries in metropolitan areas which provide cooling/heating charge $22 to $100 per day for each pet.
We are unable to allow any bunny or guinea pig boarders to free range the facility, to prevent fights and injuries between boarders through the bars of cages or playpens.
Play time/floor time outside of their accommodation is not offered, in the interest of infection control and safety.
If you would like larger spaces for your bunny, you may consider booking 2 or more pens and have them combined into one large space.
Our boarding facility is styled like an indoor, home environment with lots of creature comforts from home, such as, toys, hide-outs, climate-control, soft music in the background, plants and wall decor. Please note that we have a council permit to provide rabbit boarding services which means our services are regulated by the council.
[Be aware that home boarders may not have been granted permits by their local councils to operate boarding facilities, as animal boarding is usually not permitted for residential homes in most suburban planning zones.]
Willow Woods is not a home-based business. Our business mobile phone is left on our premises outside business hours.
Sending an SMS or an email is the easiest way to reach us. We may reply emails after business hours at our discretion. However, we will only respond to SMS messages during business hours.
During business hours, we are more often than not attending to the care of pets in our care or attending to check-ins or check-outs and may not be able to attend to emails or phone calls immediately.
You may book a boarding stay or a tour appointment online using one of these links:
Yes, we have public liability cover for all bunnies and guinea pigs in our care.
Mite / Flea Treatment
It is one of our conditions of entry to minimise the risk of diseases being spread amongst our boarders via vectors such as fleas/mites.
This requirement will not be waived even if your pet lives indoors or your vet certifies your pet to be free of fleas/mites.
No, there are no vaccinations available for guinea pigs.
Yes, it is one of our conditions of entry to ensure that all bunny boarders are healthy and do not transmit calicivirus to one another.
Vaccinations are also stipulated in DEPI’s Code of Practice for the Operation of Boarding Establishments, which we strictly adhere to.
The calicivirus causes a haemorrhagic viral disease, which affects a rabbit within 12-18 hours. The mortality rate is high and nearly all infected rabbits die from the disease. Annual calicivirus vaccinations protect your bunny against this fatal disease. Further information is available here.
If it is a booster vaccination, it is not an issue to vaccinate your bunny just before boarding. However, if it is your bunny’s first vaccination, the vaccination should be done at a very a minimum of 2 weeks prior to boarding, as it takes approximately 2 weeks to develop immunity after the vaccination.
No, we require vaccinations to be current for the full duration of the stay. Therefore, please ensure that your bunny’s last vaccination was no later than 12 months prior to check-out date.
If it is your bunny’s or guinea pig’s first boarding stay, allow at least 30 minutes to complete paperwork, brief us about your bunny or guinea pig, and ensure that your bunny or guinea pig has settled into his/her accommodation before leaving.
If your bunny or guinea pig is a regular boarder and all records are up to date, you may drop off your bunny or guinea pig at the reception, in which case, 5 minutes will suffice. However, if the check-in stretches beyond our business hours, then the outside hours surcharge is payable in 30-minutes block or part thereof.
Of course! We are committed to making your bunny’s or guinea pig’s stay an enjoyable one. You are welcome to bring anything that your bunny or guinea pig is accustomed to having, including toys, blanket, litter tray, bowl, food pellets, treats, vitamins and so on. All items must be labelled to avoid mix-ups or losses.
However, we ask that you clean all items thoroughly prior to bringing them into our facility and to bring only a reasonable quantity of items due to limited storage space. Everything that you bring must either fit into or on top of the accommodation that you have booked for your bunny or guinea pig.
Please note that we are unable to accept carpets, rugs, mats, etc. which are not washable or disposable. If in doubt, send us a photo of the items which you would like to bring, in advance of arrival.
We only provide small pieces of fruit as occasional treats to our bunny or or guinea pig boarders. We are happy not to provide such treats to your bunny or or guinea pig. However, we must be informed when your bunny or guinea pig checks in. You will have the opportunity to do so when you complete paperwork as part of our check-in procedure.
Definitely! We cuddle, pat and socialise all bunnies and guinea pigs in our care daily.
Twice weekly photo updates will be provided via our Facebook page, usually on Wednesdays and Saturdays. However, this service is complimentary and we reserve the right to withdraw this service at any time.
In the interest of infection control, boarders do not share any facilities during their stay. They remain in their accommodation for the full duration of their stay.
Unlike the practice by kennels, whereby dogs can run and play freely with one another in a fenced-off area, it is not possible to adopt a similar practice for rabbits and guinea pigs.
Firstly, communal playtime will result in fights and injuries amongst rabbit boarders and cavy campers with almost certainty.
Secondly, during separate playtime for each set of rabbits or guinea pigs (from one family at a time), excessive marking of territory will usually occur, with urine and faecal droppings left all over the floor. In between use, it takes approximately 30 minutes to properly wipe down and disinfect each playpen and enclosed floor floor space. At the current boarding rates, after deducting GST, the costs of food, rent, electricity, water and other overheads, this means our staff will be working way below the minimum wage in order to provide this service.
No, your bunny or guinea pig will not be accommodated in the same cage or pen as bunnies or guinea pigs from other families. Whatever accommodation you have booked will be for your bunny’s or guinea pig’s sole use.
No, all bunnies or guinea pigs will be kept indoors for the duration of their stay. They will have exposure to natural light through windows and skylights. We keep them indoors to ensure their safety from predators and mosquitoes.
Of course you may! De-sexing is not a requirement for boarding in Willow Woods, since our boarders do not get into contact with one another. However, we strongly encourage you to de-sex your bunny or guinea pig for health and behavioural reasons, and most of all, to prevent accidental litters.
No, we board rabbits and guinea pigs only.
No, we are a boarding establishment. We do not have a permit to run a shelter, and are therefore, unable to assist with re-homing of your bunny or guinea pig. Please contact the shelters listed on our “Useful Links” page.