Frequently Asked Questions

Alley Cats Hotel is open to incoming and departing guests by appointment only. Our appointment times are available every day, Monday to Sunday, during two time slots:

10:00AM to 1:30PM and 2:30PM-6:00PM

We require a set appointment time to ensure we will be completely available to give you and your fur baby the one-on-one attention needed during this process. We also like to ensure that we have enough time to install your camera app on your device.

Please note that, although operational, we are not open for check-ins or check-outs on the any BC statutory holidays. We are also close to public during Christmas Days (Dec 24th & 25th) and New Year’s Days (Dec 31st & Jan 1st).

A penalty of 50% daily rate will be charged at check out in case of arriving on non operational hours. A full daily rate will be charged if departing, 1 or more days earlier, without notifying us with at least 2 days in advance.

We understand that plans can change, and we are always happy to discuss any needed adjustments to your reservation. Please contact us as soon as possible if you need to cancel, reschedule, or shorten your stay.

A 50% deposit is required at the time of booking to secure your reservation.

Cancellations before arrival

• More than 10 days before arrival date:
  Your deposit is refundable, minus a $50 cancellation fee.
  Refunds are issued using the original payment method only.
  Interac e-transfer refunds are subject to a $1.50 bank fee.
  Credit card refunds may take 4 to 14 business days to appear.

• Between 10 to 5 days before arrival date:
  The deposit is not refundable, but will be held as a credit for future bookings, minus a $50 cancellation fee.

• Less than 5 days before arrival date:
  The deposit is not refundable. Up to $500 of the deposit will not be refunded or credited.
  The remainder of your deposit will be held as a credit for future bookings.

Credits

• Credits may be applied to a future booking if notice is provided more than 5 days in advance.

• A booking paid using a credited amount may only be credited again if the cancellation is made with more than 5 days before the arrival date.

• If a cancellation is made with less than 5 days notice, up to $500 of the credit will not be returned. Any remaining credit will be returned to your account.

• Credits don't expire but you are responsible to remind us to use them towards a new booking. You can see your credited amount on your profile in your online account with us.

Shortened stays

• Shortening a reservation by moving the check-in or checkout date with less than 5 days notice from the next appointment date will result in a full daily rate penalty.

• During peak season, more than one full daily rate penalty may be charged at our discretion.

• The full daily rate is calculated as the room rate plus any fees for additional cats.

At Alley Cats Hotel, we charge per day for a few important reasons. This fee covers all the services and amenities provided to ensure your cats' comfort and well-being during the day, including feeding, cleaning, and any additional care they may require.

Additionally, our per-day pricing model allows us to offer flexibility in drop-off and pickup times. This means you have the freedom to collect your cats at a time that suits your schedule, without incurring any additional charges.

All cats over the age of six months must be spayed or neutered.

To ensure the health and safety of all cats staying at Alley Cats Hotel, we require that they are vaccinated against FVRCP (Rhinotracheitis, Calicivirus and Panleukopenia), FeLV (Feline Leukaemia) and Rabies (outdoor cats only).

Please kindly provide us with your cat's immunization records prior to your arrival, or have your vet clinic email them to us. You can also upload the records directly to your cat's profile.

If your cat is allergic to vaccines, please contact us for further instructions.

Cats over 10 years old are considered senior and are not required to update their vaccines, although we still need their past vaccine records.

Exceptions can be accommodated if you opt out of vaccinating your cat against FeLV. Nevertheless, you must provide a blood test result from a vet clinic verifying no infection within 7 days before your check-in.

Additionally, flea and tick prevention is strongly recommended for all cats, whether they go outdoors or not.

We provide everything else your cat will need during their stay, including a litter box with high-quality biodegradable pine pellet litter, which is cleaned multiple times a day. You can also upgrade to grain litter for a small charge, or are welcome to bring your own litter as long as it is compostable.
Additionally, we have full-sized scratching posts, climbing walls, and toys to keep your cat(s) entertained, as well as ceramic dishes and plastic mats for feeding. You are welcome to bring your own dishes and accessories; however, please note that we cannot be held responsible for any loss or damage.

We also offer well-being and relaxation care packages tailored to your feline friend's comfort. To know more about our additional services please visit our Rates section.

Based on your cat's temperament and for a fee, we can administer prescribed meds orally, including pills, capsules, liquid, and puff forms. Administering meds or your provided probiotics through food incurs no additional charge.

To know more about the fees associated to meds administration please visit our Rates section.

Please note that we are unable to provide any type of injectables. While some of our staff are not yet trained in this area, we remain optimistic and hope to expand our offerings to include this treatment option in the future.

Feline Leukemia Virus (FeLV) is a prevalent infectious disease that affects a significant proportion of cats in Canada, with around 3.4% of all cats being affected. The virus is mainly transmitted between cats through bodily fluids, such as saliva, nasal secretions, urine, and feces, which can occur when cats are housed together.

At Alley Cats Hotel, we prioritize the well-being of all our cat guests and require all cats to be vaccinated against FeLV, regardless if they are indoor or outdoor cats, to prevent the spread of the virus.

Please kindly provide us with your cat's immunization records prior to your arrival, or have your vet clinic email them to us. You can also upload the records directly to your cat's profile.

Exceptions can be accommodated if you opt out of vaccinating your cat against FeLV. Nevertheless, you must provide a blood test result from a vet clinic verifying no infection within 7 days before your check-in.

Please be aware that during peak season, we do not offer tours of our facility as we are usually fully booked and we focus on providing excellent care for our cat guests. Our peak seasons run from early June to late August and from December 20th to January 3rd.

In the low season, we offer 15-minutes tours from Tuesday to Thursday between 2:30pm-4:00pm, depending on availability.

If you are interested in scheduling a tour, please email us with your preferred date and time. Include your full name and phone number so we can send you a calendar invitation. We'd be delighted to show you around our facility!

While we do not foresee any issues, we prefer to adopt a proactive approach and retain the right to seek advice and medical treatment, as we deem necessary. All associated costs will be the responsibility of the client.

We will make every effort to consult with your pet's own veterinarian before making any decisions, and we also have an on-call veterinarian available for emergencies.

For the comfort and safety of all our guests, we require that all cats arrive in a secure carrier and with claws trimmed. It is also important to bring enough food for the duration of your cat's stay, along with a little extra just in case. To help your cat(s) feel more at home, we suggest bringing a familiar blanket or item with their scent on it.

We provide everything else your cat will need during their stay, including a litter box with complimentary high-quality biodegradable pine pellet litter or grain based litter at a cost. Litter boxes are cleaned multiple times a day. You are welcome to bring your own litter as long as it is compostable.

Additionally, we have full-sized scratching posts, climbing walls, and toys to keep your cat(s) entertained, as well as ceramic dishes and plastic mats for feeding. You are welcome to bring your own dishes and accessories; however, please note that we cannot be held responsible for any loss or damage.

Please keep in mind that we do not allow corded devices such as feeders, water fountains, cameras, and other similar items. However, we can accept battery-powered devices as long as they do not require Internet access and any special handling by our staff such as battery charging/replacing, configuration and more. Thank you for your understanding.

Each room is equipped with an HD camera system that offers night vision capabilities and does not record audio. You will have the convenience of monitoring your cat's activities from anywhere using an iOS or Android device, as long as you have a reliable internet connection.

Upon check-in, you will receive a set of instructions on how to configure the camera app on your phone or tablet. To make your check-in experience swifter, we recommend downloading the app before your arrival. Visit the following link from your phone or tablet https://app.alleycatshotel.com/

Please note that camera access is provided free of charge, solely for monitoring purposes and is not intended for instructing us on how to care for your cat(s). It is a privilege, and if it is misused, we reserve the right to revoke access to the system.

The camera software is provided by a third-party, and while we will make every effort to address technical issues, there may be cases where the system is incompatible with your device. We appreciate your understanding in such situations.

We offer a 12% discount for long term bookings of 30 days or more. However, this discount cannot be applied to bookings that are extended to 30 days or more from a shorter duration.

Kindly note that we no longer offer early departure discount.

We are pleased to accept a variety of payment options, including credit cards, Apple Pay, Google Pay, debit, and e-transfer. To make an Interac e-transfer, please use contact@alleycatshotel.com (no password required).

Please note that we do not accept cash or cheques as payment for our services, except for gratuities. Gratuities are suggested at the time of checkout and these proceeds are 100% given to our dedicated staff members.

Gratuities are suggested at the time of checkout to ensure that our staff is fairly compensated for their hard work and excellent service. This also allows our guests to conveniently express their gratitude for the exceptional care and attention provided to their feline companions during their stay.

We take your privacy seriously and maintain strict confidentiality standards. Your contact information is safe with us and will not be shared or sold to third parties.

To process your reservation request, we require certain information such as your name, address, phone number, and email address. We also require for your cat(s)' information and medical history. Rest assured that all the information you provide is kept confidential and secure.