How to check a facility's conditions and staff before you book

When you're leaving a pet overnight, checking out a boarding facility properly isn't paranoia — it's due diligence. Many owners book on photos and reviews alone, then drop their animal off and realise the place isn't what they expected, the staff don't have time to notice if something's wrong, or conditions have slipped since the website was refreshed. By then your pet is already there.

The safest approach is to visit in person, ask direct questions, and verify what you're told against actual proof. Here's how to run those checks methodically.

Verify the facility's registration and insurance

Start before you visit. Ask the owner or manager for their business registration number — check it on the CIPC website (cipro.org.za) to confirm the business exists, is active, and the owner matches. If they're reluctant or evasive about this, that's a yellow flag.

Next, ask for proof of public liability insurance. A reputable boarding facility carries it in case your pet is injured or causes damage. They should have a current certificate or policy document they can show you. This protects both of you. If they say they don't have it or it's "under review", walk away.

Ask also whether they work with a specific vet, and get that vet's details so you can verify the relationship independently. A facility that hasn't established a working relationship with a nearby veterinary clinic may struggle if your pet has an emergency.

Visit unannounced and observe the actual conditions

Don't make an appointment first. Call and ask if you can pop in "this afternoon". A well-run facility won't mind; one that's defensive or says "next week is better" is telling you something. When you arrive, before staff lead you to the show area, spend five minutes in the common spaces. Look at the floors, the smell, the noise level, whether there's visible faeces or hair, whether water bowls are clean and full.

Then ask to see where your pet will sleep. Night-time kennels or runs should be dry, insulated if it's winter, and not in a freezing concrete room. Ask how many pets share each sleeping space during the day — some facilities use communal areas and that's fine, but some cram overnight boarders into tiny cells. Ask what happens on load-shedding days and how they manage temperature without power.

Watch the staff interact with the current residents. Do they move quickly and seem harried, or are they calm and attentive? Do the animals in their care seem relaxed, or are they barking or pacing constantly? A calm facility usually means routine and confidence; chaos suggests understaffing or poor management.

Talk to previous customers and ask the right questions

Ask the facility for references — at least three people who've boarded a pet there in the past three months. Call each one. Don't ask vague questions like "What did you think?" Instead, ask: Did your pet eat well? Did they come home with any injuries or stress behaviours? Was any communication offered while you were away — photos, updates, a phone call? If your pet had a health issue, how quickly did staff notice and respond? Did they contact you before taking action, or after? Would you bring the pet back?

Listen for hesitation. If references are lukewarm, evasive or mention even small incidents ("He came back limping," "She wouldn't eat for two days"), assume it's worse than they're saying.

Also ask the facility staff directly: How many animals do you take at one time? How many staff are on site, day and night? Are they trained in pet first aid? What's the ratio of staff to pets, especially overnight? A facility that can't or won't answer these questions clearly shouldn't handle your pet.

Once you've verified the registration, seen the space, and spoken to references, you'll have a far clearer picture than photos and star ratings ever give. Facilities that pass all these checks aren't just marketing well — they're run carefully. That's the one worth booking. You can find verified boarding providers on Strove who've already been checked by the platform, so you can skip some of the legwork and focus on which facility matches your pet's needs.