IMPORTANT INFO

Here at Barkers Lodge were not just pet people, we are a family! We will go above and beyond to make sure you and your Furry Friends have a truly exceptional experience! Nothing less than extraordinary is acceptable.

In order to book onto any of our services you will need to be registered with us. You can do this online, through our 'Online Booking page' . We will then book you in for an overnight Trial and consultation, at a time that is most convenient for you. We will help you fill in your registration documents, Show you around and answer any questions you might have. Your pooch's happiness is our number one priority. During the consultation, we learn what they like and dislike and always treat them with kindness and patience. Don't worry, we never charge extra for snuggles - it’s included.

If you would like to board with us, or drop your furry friends off for a run around in our day boarding, then there are additional pieces of information we need. Such as an up to date Vaccination card for each pet and Kennel cough. All vaccinations must have been carried out at least 14 days prior to your stay and must remain valid for the duration of your stay.

Please note Photocopies will not be accepted.

At present we are unable to take on any Large or Giant breed's, Reactive dogs, Or dogs on medication. We apologise for any inconvenience.

FREQUENTLY ASKED QUESTIONS

The Answers You Need

We understand that your pets are like family, and it’s our top priority to make you feel comfortable with the care we provide them. To make sure all your questions are answered, we’ve included our FAQs below.

WHAT DO YOU SUPPLY FOR OVERNIGHT BOARDING, IN YOUR LUXURY PET HOTEL?

HOW CAN I CHECK ON MY PET DURING THEIR STAY?

Follow us on social media, your pet may pop up on their from time to time, or give us a call and well update you with every last detail!....

We will do anything to make sure both you and your furry friend have a truly exceptional experience whilst staying with us.

Everything and anything they need, trust us when we say 'they wont even notice your gone'

Fresh water (you supply the food)
Home made cookies from our very own AGA (Subject to prior written consent from the owner)
Lots of cuddles and attention
Luxurious rooms
Ensuite Runs
Choice to have calming ambient music playing 24/7 through there very own personal speaker, all built in!
24/7 CCTV
and the list goes on with so much more!, why not take a look at our optional extras and get their tails wagging!

MY PET HAS A SPECIAL DIET. CAN THEIR NEEDS BE ACCOMMODATED?

PAYMENT POLICY

Of course! We will do our upmost to accommodate any dietary requirements you may have, including RAW. Please feel free to pick up the phone and call us to discuss more...

Unfortunately at present we are unable to take on any dogs that require medication.

I WANT TO CANCEL MY BOOKING, HOW DO I DO IT?

Please Whatsapp or Text our business number as soon as possible.

Cancellations may be made by text message or by WhatsApp message only. These methods are the fastest and most efficient way to submit a cancellation. Once a cancellation has been received, the customer will receive confirmation by email within five working days.

FEAR OF ABANDONMENT, FAILURE TO COLLECT, SPONTANEOUS DECISION, INCLUDING BUT NOT LIMITED TO, THE DOGS OWNER/CARER/PERSON RESPONSIBLE/INDIVIDUAL DROPPING OFF, THAT THEY NO LONGER WANT THE DOG OR HAVE NOTHING TO DO WITH THE DOG.

Should the above or similar occur, whether or not any monies/contracts have been exchanged. Then either the Owner/Carer/Persons responsible/Individual dropping off the dog, will be given 24 hours to collect the dog. Should the dog then not be collected. The dog in question will no longer be able to remain in Barkers Lodge and the next relevant steps will be taken. Barkers Lodge reserve the right to with hold information and end communication once the collection time has lapsed.

Please remember dogs are for life and not a mater of conveinince. there are steps in which you can take, should you decide you no longer want them/him/her. Thus eliminating any undue stress on either party.

BARKERS LODGE LATE FEES, LATE PAYMENT AND DEBT RECOVERY POLICY

At Barkers Lodge, timely payment is essential to the smooth operation of our services. All invoices must be paid within 7 days of issue unless otherwise agreed in writing. Our published policies allow us to take specific action if payments are overdue.

Late Payment Fees Policy

• If payment is not received within the 7 day timeframe, a £75 administration fee will be added to the outstanding balance.

• Interest will accrue on the overdue amount at 8% plus the Bank of England base rate, calculated daily from the day after the original payment deadline until payment is received in full.

Debt Collection Policy

• If payment remains outstanding and a professional debt collection agency is instructed, an additional 15% of the total outstanding debt will be applied.

• This includes the original outstanding balance, the £75 administration fee and any accrued interest.

Court Proceedings Policy

• Should the matter proceed to court, all associated court costs will be added to the amount owed.

• This includes the £75 administration fee and any unpaid interest at 8% plus the Bank of England base rate.

This policy is available here and displayed in paper format at Barkers Lodge for full transparency. By proceeding with a booking, customers are deemed to have read, understood and acknowledged this policy.

These measures ensure fair treatment for Barkers Lodge, encourage timely payment and remain fully compliant with United Kingdom commercial law and the Late Payment of Commercial Debts (Interest) Act 1998.

For boarding, a 50% deposit is required to confirm the booking. This must be paid within 24 hours. If it is not received, your booking will be cancelled. Fees may still apply. The remaining balance must be paid before check-in.

For day boarding, the full amount is required to confirm the booking. This must be paid within 24 hours. If it is not received, your booking will be cancelled. Fees may still apply.

We accept payment by card, cash, or bank transfer.

All deposits are strictly non-refundable and non-transferable. A deposit is required to secure any booking, and once a booking has been made, the deposit must still be paid even if the customer later decides to cancel or change their mind. Customers are therefore strongly advised to be completely certain before making a booking

WHAT IS YOUR CANCELATION POLICY?

Day-care

Please refer to your T&C'S.

Boarding

Customers may cancel their booking at any time via Whatsapp or Text message only; however, the deposit remains non refundable and non transferable. Once a booking has been entered into our system, the deposit is still payable even if the customer later decides to cancel or change their mind. Customers are therefore strongly advised to ensure they are absolutely certain before making a booking.

If a booking is cancelled less than 45 days before the first day of the booking date, the full remaining balance is still payable.

If a booking is cancelled more than 45 days before the first day of the booking date, the customer will receive a refund of all payments minus the deposit.

Luxury Pet Spa & Grooming

If you miss your groom appointment or cancel less than 72 hours before your appointment, then you will be liable for the full cost of the groom. No future appointments will be made until the account has been settled.

Lateness will not be tolerated. If you are more than 5 minutes late your Grooming/Boarding booking will be cancelled immediately and you will still be liable for the full cost. Please add on extra time to your travel, to allow for traffic and any other disturbances.

Please note we operate on a 4, 5 and 6 weekly appointment basis. We do not offer One-off grooms and advise that you book at least 6 months in advance to avoid disappointment. For those who have been groomed by ourselves and have not rebooked, there will be a £5 per week charge after the 6 week period has lapsed.

COMPLIMENT/COMPLAINTS POLICY

Compliments Policy

We love hearing about positive experiences and celebrating the care and dedication of our team. All compliments should be submitted in writing to the following address:

Barkers Lodge, Mountain View, Heol Llan, Coity, CF35 6BU

While we welcome verbal feedback in person, only written compliments received at the above address will be formally recorded and acknowledged.

We kindly ask that compliments are submitted within 5 days of the animal’s departure date, including weekends and bank holidays, so we can properly celebrate them. Compliments received outside of this timeframe will still be appreciated and noted, though may not be formally recorded.

Upon receipt of a written compliment within this timeframe, our team will provide a formal acknowledgement within 40 business days. Compliments are shared with the relevant team members, who will receive recognition for their efforts and may be rewarded in accordance with our internal procedures. This ensures that outstanding care is celebrated, staff are motivated, and positive experiences are recognised and valued.

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Complaints Policy

All complaints must be submitted in writing to the following address:

Barkers Lodge, Mountain View, Heol Llan, Coity, CF35 6BU

Complaints received through any other communication channel, including email, telephone, text message or WhatsApp, will not be acknowledged or responded to.

All complaints must be received within 5 days of the animal’s departure date, including weekends and bank holidays. Complaints received outside of this timeframe will not be accepted or considered.

Upon receipt of a written complaint submitted within this timeframe, our team will review the matter and provide a response within 40 business days. This process ensures that all complaints are handled fairly, consistently, and in accordance with our internal procedures.

Please note that only written correspondence received in accordance with our Complaints Policy — within 5 days of the animal’s departure date, inclusive of weekends and bank holidays — will be considered. Complaints or correspondence submitted via telephone, email, text message, WhatsApp, or any other channel will not be acknowledged or considered.

Still have questions? Get in touch and we’ll get back to you ASAP.

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