By making a booking and/or payment with HOTEL KUCING PAO AND PINE, you agree to the following Terms & Conditions. These terms are in place to protect the health, safety, and comfort of all cats in our care, as well as to safeguard our staff and business.
1. Booking & Payment
Full payment is required to confirm your booking. All bookings are non-refundable and non-transferable. If you cancel, or check out early, no refunds will be given. HOTEL KUCING PAO AND PINE reserves the right to decline or cancel a booking at any time if conditions are not met, and in such cases, booking fees will be forfeited.
2. Health Status
All cats must be in good health, active, and free from contagious conditions. We strictly do not accept cats showing signs of illness (e.g., flu, cough, diarrhea, fever, eye/nose discharge, or fungal infections like ringworm, parvovirus etc). HOTEL KUCING PAO AND PINE may request a recent veterinary health certificate if deemed necessary.
3. Vaccination Requirements
All cats must be fully vaccinated, and the vaccinations must be up-to-date and completed at least 14 days (2 weeks) prior to check-in. A valid vaccination card is required as proof during check-in. We reserve the right to refuse entry if vaccination proof is not provided, and booking fees will be forfeited. Providing false vaccination information will result in a permanent ban from future boarding.
4. Parasites Prevention Policy
Cats with fleas, ticks, or skin parasites will not be accepted. If your cat’s flea treatment is not up to date, you are required to apply a veterinary approved spot-on flea treatment 1 week before your cat’s check-in date. The treatment must cover the entire boarding stay. HOTEL KUCING PAO AND PINE are not liable for infestations if treatment was self-applied. If you cannot provide proof of recent treatment, you are required to purchase the spot-on medication from us. This medication will be applied by our staff (or the owner in our presence) before the cat is allowed into the boarding area.
- Accepted brands : Advantage, Advocate, Bravecto, Nexgard Combo & Revolution Plus only.
- Proof : We require the treatment sticker with the date updated in the vaccine card as proof of application.
- Where to purchase : You may visit any vet, or you can come to us 1 week before check-in to purchase and we will assist with the application. You may check with us on the price.
If detected upon arrival, the booking either will be cancelled with no refund or HOTEL KUCING PAO AND PINE is authorised to administer grooming and treatment at the owner’s cost.
5. Diet & Special Care
If your cat is a fussy eater, has a sensitive stomach, or is on a specific diet, kindly bring their own food to avoid stomach upset or refusal to eat. All food supplies must be securely packed, clearly labeled and include detailed feeding instructions. We will not be held liable for food spoilage or feeding errors resulting from insufficient or unclear information provided by the owner. If you have any special instructions (diet, medication, behaviour), please inform us in advance.
6. WhatssApp Updates
WhatsApp updates are provided once every 3 days, depending on our daily occupancy. Individual requests for extra updates will not be entertained. If you wish to receive daily updates, this service is available as a paid ‘Add-on’ via our website. By booking, you agree to our update schedule mentioned above.
7. CCTV Access
Live CCTV monitoring access is available as an optional add-on service. The CCTV system does not support two-way audio to maintain a calm, noise-free environment for all boarding guests and to protect the privacy of our facility. Access is strictly one-way communication only.
8. Playtime Session
All guests are entitled to supervised, private playtime. This includes access to our “Sakura” custom cat tree for climbing and exercise. Playtime duration typically between 15–30 minutes, depending on our daily occupancy and your cat’s temperament. Sessions are conducted in rotation; therefore, we prioritize playtime for bookings of more than 3 nights. If a cat is too aggressive or extremely shy, playtime will be replaced with interaction in the cat villa itself to ensure their safety and comfort. Some cats might be exempted from playtime (e.g. aggressive cats, unneutered males that urine mark, newly neutered / spayed cat, etc). If cats prefer to relax in their lodgings, we will not force them to come out and play as it may cause added stress and potentially injure our staffs.
Activity Risk :
While we provide a safe and monitored environment, HOTEL KUCING PAO AND PINE shall not be held liable for injuries, falls, or accidents resulting from a cat’s own hyperactive or unpredictable behaviour during playtime.
Natural Instincts :
As we cannot control the physical agility or temperament of active cats, owners acknowledge that high-energy play carries inherent risks. By boarding with us, you agree that any self-inflicted injuries sustained during normal play activities are the responsibility of the owner.
9. Owner Responsibilities
Owners must declare any medical conditions, recovering from any injury, newly spayed / neutered, allergies, special needs, or behavioral issues before check-in. All cats must arrive in a secure carrier. Owners must provide enough food and medication (if required) for the duration of the stay. Clear written instructions must be given. Owners acknowledge that by not conducting tests prior to check-in, there is a possibility their cat may already carry an illness that could develop during or after their stay.
10. Responsibility, Care, Indemnity & Liability
While every effort will be made to ensure the hygiene, safety, and well-being of your cat, HOTEL KUCING PAO AND PINE cannot guarantee complete protection from all infections. All reasonable care will be taken, but we assume no liability for any illness, injury, escape, or death of any cats in our care due to natural causes or pre-existing conditions. In the event of a medical emergency, we will seek veterinary care at the nearest clinic. Owners are responsible for all vet fees and transportation costs. HOTEL KUCING PAO AND PINE will not be held responsible for cats that refuse to eat, drink, or use the litter box, as these are stress-related behaviors beyond our control.
11. Boarding Conditions
Cats from different households will not be mixed in the same room.
Personal items (blankets, toys, etc.) may be left at the owner’s risk. HOTEL KUCING PAO AND PINE is not responsible for loss or damage.For safety, aggressive or uncontrollable cats may be refused boarding.
12. Check-In & Check-Out Policy
Standard Hours : 9:00 AM – 6:00 PM
Early Check-In (6:00 AM – 9:00 AM) : RM 15.00 for every hour before 9:00 AM
Late Check-Out (6:00 PM – 9:00 PM) : RM 15.00 for every hour after 6:00 PM
Note: Business hours for check-in and check-out may vary during public holidays or special occasions. Please confirm the timing with us before booking.
Important Rules:
- Fees are per owner : You only pay one fee, regardless of how many cats or rooms you have.
- Grace Period : For late check-outs, we give a 15-minute grace period. If you arrive after 6:15 PM, the late fee will apply starting from 6:00 PM.
- Maximum Limit : We do not accept check-ins before 6:00 AM or check-outs after 9:00 PM.
- The 9:00 PM Cutoff : If a cat is not picked up by 9:00 PM, a full one night boarding fee will be charged.
Late Notification Rule:
- If you inform us BEFORE 6:00 PM : If you notify us that you cannot pick up your cat before the standard business day ends, we will charge for an extra night’s stay. Any late check-out fees already paid will be deducted from the cost of the extra night.
- If you inform us AFTER 6:00 PM : If you notify us during the late check-out period, you must pay both the accumulated late fees and the extra night’s stay. Late fees will not be deducted or waived because our staff have already remained on-site after hours to wait for your arrival.
13. Abandonment Policy
Cats must be collected on the agreed check-out date. Failure to collect within 3 days (without prior arrangement) will be considered abandonment, and HOTEL KUCING PAO AND PINE reserves the right to take necessary action, including rehoming.
14. Medical Emergency & Veterinary Care
- Standard Medical Care : Should your cat show signs of illness while in our care, we will contact you immediately for permission to transport them to our Panel Vet or the nearest available veterinary clinic.
- Emergency Protocol : In the event of a life-threatening emergency where we are unable to reach the owner or the emergency contact after reasonable attempts, HOTEL KUCING PAO AND PINE is authorized to seek immediate veterinary treatment. This is to ensure the cat receives life-saving care without delay.
- Financial Responsibility : All costs associated with veterinary consultations, treatments, medications, and transportation are the sole responsibility of the owner.
- Settlement of Fees : Any outstanding veterinary or transport fees must be settled in full by the owner at the time of check-out before the cat can be released.
15. Security & Safety Protocols
- Facility Security : HOTEL KUCING PAO AND PINE is equipped with 24-hour CCTV surveillance (remotely monitored by management) and a high-decibel alarm system to deter unauthorized entry.
- Fire Safety : The premises are fitted with smoke detectors and fire alarms to ensures rapid detection of emergencies.
- Limitation of Liability : While we have implemented rigorous security measures to protect our guests, HOTEL KUCING PAO AND PINE shall not be held liable for the loss or injury of any cat resulting from extraordinary external events beyond our reasonable control, including but not limited to:
- Professional burglary or forced criminal entry.
- Unforeseeable fire or natural disasters.
- Vandalism or civil disturbances.
- Owner’s Acknowledgement : By boarding with us, owners acknowledge that while every precaution is taken, no facility can be 100% immune to external criminal acts or accidents.
16. Acceptance of Terms
By proceeding with a booking, you confirm that:
- All information provided is true and accurate
- You acknowledge that you have read, understood, and accepted these Terms and Conditions in full
- You agree to abide by the rules and regulations set
- You accept the risks associated with boarding
- You release HOTEL KUCING PAO AND PINE from any claims, damages, or liabilities
- You agree to allow HOTEL KUCING PAO AND PINE to use your cat(s) name, photos or videos taken during their stay in any form or format, for use at any time, in any platforms, media, marketing, advertising, illustrations or promotional materials
- You agree to not neglect to pick up my cat(s) by the time they are schedule to leave. If your cat(s) is left at HOTEL KUCING PAO AND PINE without any contact, instruction or notification, it will be considered abandoned.
17. Changes or Amendments
HOTEL KUCING PAO AND PINE reserves the right to change the terms and conditions mentioned above without prior notice.