Frequently Asked Questions

What are your check-in hours?

We handle check-ins and check-outs on an appointment basis. When you book online, you’ll see some options for check-in times. Allowed check-in and check-out times usually follow this schedule:

• Weekday mornings 8am -11am
• Weekday evenings 3:30pm – 6pm
• Saturday 9am – 11am and 4-6pm
• Sundays 9am – 11am and 4pm-6pm.

Please notify us if you will not be able to arrive at your scheduled time as we do staff reception based on scheduled appointment times.

What vaccinations are required?

We require rabies and FVRCP (distemper) vaccinations to be up to date. You can email your records to us or if you provide your veterinarian’s information we can request that they have the records sent over.

Can you accommodate my cat’s health issue or physical limitation?

We do have a few special rooms to accommodate cats with injuries, health concerns, or limited mobility. Please contact us by email to discuss any special health concerns, so that we can evaluate if we are able to provide adequate care for your cat.

Can you administer insulin or an inhaler?

We are currently NOT accepting cats who need insulin injections or inhalers as we believe a facility with medical staff on site would be a better option for cats with these needs.

Is the staff on-site overnight?

We do not have any staff on-site overnight.

What are your rates?

Our rates are always posted on our website: Cat Boarding Rates

Should I bring my cat’s food?

We recommend that you bring your cat’s regular food. Cats are happiest and healthiest if they maintain their regular diet while with us.

We also recommend bringing some extra amount of their food in case you need to unexpectedly extend their stay with us due to travel difficulties.

We do, of course, have food on-site and are happy to provide that for your cat if needed.

Can you give my cats medication every X hours?

We do accommodate 2x/daily medications. Please let us know if your cat’s medication has strict timing requirements and we can discuss whether we can make that work.

Unfortunately, it is not feasible for us to give medication every 8 hours due to not having overnight staff.

Can you administer subcutaneous fluids to my cat?

We have partnered with Serenity Pet Care to accommodate cats needing subcutaneous fluid administrations. Click here for more info. These need to be ordered by your veterinarian and your cat does need to be in good enough health for boarding.

My cat has never been around other cats, will he/she be okay?

Most cats acclimate to being able to see/smell/hear other cats within a day or two. We’ve seen many cats become quite interested and fond of their cat neighbors while here. Still some cats are more cat-reactive than others. If your cat is exhibiting distress and not acclimating, we will do everything we can to make your cat more comfortable. We make use of standing screens or blankets to make sure other cats can’t come up to the front of your cat’s enclosure, allowing your cat to feel more safe and secure. If we are not full, we will move stressed cats to an enclosure that is further away from other cats to reduce their stress.

Are the cats allowed out of their enclosures?

If your cat’s temperament and health allow, we will allow your cat to roam outside of the enclosure for part of the day. We only allow cats that came in together to roam outside of an enclosure at the same time, so your cat will not have direct contact with cats of another family. We rotate which cats are roaming throughout the day so that each cat gets time outside of their enclosure.

Should my cats share a room?

There is plenty of room for multiple cats in our standard rooms. If your cats generally get along, or generally leave each other alone, then they are likely going to be fine sharing a room.

We also allow multiple cats in the lower mobility rooms and catios, which are big enough for two adult cats. We generally do not board multiple cats in the Kitty Villa or High Rise rooms except for cases of young kittens.

If your cats have different dietary needs and cannot eat each other’s food then you will want to book them in separate rooms, especially if they don’t tend to eat all of their food at once. Please contact us by email if you have questions about booking multiple cats with different dietary needs.

Do you use pheromone products? (Feliway, ComfortZone, etc.)

If you use these products in your home, then you are welcome to bring pheromone sprays with your cats. We are happy to spray inside their enclosure and on their blankets. Please note that it needs to be the spray version, we cannot plug-in diffusers since that will affect other cats.

If you do not use these products at home, be sure to read the product’s instructions. The manufacturers of many of these products indicate that it can take up to 30 days for the product to have its desired effect, so it may not be effective for cats that don’t use it at home.

Can I bring catnip toys or catnip spray?

Yes, you can bring catnip toys and catnip spray.

Should I bring food and water bowls?

We provide food and water bowls. We have standard bowls as well as low profile plates to accommodate whisker fatigue issues. We prefer to use our own plates and bowls since it is difficult to keep track of customer bowls in the kitchen and dishwasher. If your cat has other special needs regarding their food and water bowls please let us know ahead of time.

Can you refrigerate my cat’s food or medication?

Yes, we have a refrigerator and can refrigerate food and medications as needed.

Should I bring my cat’s bedding and toys?

We provide blankets, beds, and toys. You are also welcome to bring any of your cat’s blankets, beds, and toys. You might want to bring a blanket or shirt or something that has your smell on it.

Anything with fabric on it needs to be safe for the washing machine as we will wash it if it gets dirty.

Should I bring litter?

You do not need to bring any litter or litter boxes. We have both clumping and non-clumping litter options on site, as well as litter boxes. If your cat has a special need related to their litter or litter box, please let us know.

Can I get updates on my cat?

While we don’t send scheduled updates, you can always email info@hotelsisal.com at any time to request an update. You’ll get a response within a day.

How do I access the cat cameras?

To access your cat’s camera, download the EZVIZ app on your phone. Register a user with the app. Then email us at info@hotelsisal.com to let us know that you have registered a user. We will add your user to the correct camera and send you a code. Once you’ve been added to the camera, you can enter the code that we’ve provided to you, and then you should be able to access the camera.

What is your cancellation policy?

Notify us as soon as possible if you need to cancel your reservation.

Cancellations occurring less than 48 hours before your pet’s scheduled stay will incur a charge of either the entire stay or 3 nights, whichever is less.

Cancellations for holiday stays less than 5 days in advance will incur a 3 night charge.

An additional no-show fee of $50 will be added if you do not notify us of your cancellation.

Have another question? Please email Maria at info@hotelsisal.com with any additional questions.