Photos by The Cat Chalet Reno
or many years, I knew that cat boarding was an untapped market,” says Susan Cesarini, owner of The Cat Chalet Reno. “Cats are a very underserved community.”
Susan was a pioneer in the national cat boarding movement, and she owned and operated one of the first cat-exclusive boarding resorts in the nation. In addition to her many years of cat boarding experience, Susan is a Certified Feline Master Groomer (CFMG), and has an extensive background in cat rescue. In 2007, Susan formed the non-profit Feline Rescue of Northern Nevada.
Recently, Susan opened her new facility, The Cat Chalet Reno, a luxury cats-only resort. However, it’s more than a business to Susan. It was built to fulfill her passion for providing cat owners with a comfortable, enjoyable and safe place to leave their furry family members.
After being in the cat boarding business for many years, Susan knows what works and what doesn’t when it comes to caring for them. When she decided to open this new facility, she designed the entire floor plan based on improving upon the things that didn’t work in the past.
The villages all have special attractions for the felines. For example, the Sicily Village has a beautiful aquarium filled with fish for them to watch, the Lazio has a cozy electric fireplace and comfy chairs where they can curl up, and the Terrazza has a waterfall and secret garden for the Zen feline. The cats stay in their chalets, but they each get to go out into the main village several times a day to play and exercise. There is also a special section called Feline Flats. It is all on one level and caters to the geriatric and disabled cats who can’t, or shouldn’t, climb.
The pampering doesn’t end with the accommodations. The Chalet also features the finest in grooming services for even the finicky feline. As a Certified Feline Master Groomer, Susan has had extensive training in feline handling techniques, full grooming services, specialty clips and the correct products for feline use.
“We are a family-owned business,” says Susan proudly. “Each day is different, depending on the cats that are here, but everything just flows because we have a fine-tuned system where everything works like a well-oiled machine.
Additionally, Susan’s grandson, Mason, who is almost 11 years old, is already a big part of the business. He is in charge of litter patrol and makes sure each cat’s litter box is immediately cleaned every time it is used. He is also learning how to do administrative duties like entering reservations, and he already has clients of his own who hire him to provide one-on-one extra playtime with their cats and kittens.
Susan credits their family’s work ethic for much of The Cat Chalet Reno’s success, but she also shares several things that she feels are crucial for anyone in this business…
“It doesn’t matter how beautiful your resort is, if people walk in and they smell cat, that’s a big turnoff,” Susan advises. “Also, if you own a cat resort, you have to be the face of the business. People can’t come in and just see employees all the time. The owner needs to have a personal relationship with the clients.
“People who have cats are very protective of them,” she adds. “They want to make sure that the people who are caring for them know what they are doing. They will only go where they feel comfortable and get the best service.”
“Customer service will make or break a business; that’s a big one,” Susan adds. “When people have a choice of facilities, they are going to go where they receive the best service. One of the things we offer to our clients is flexibility. Travel is so fluid post COVID—flights being cancelled or re-scheduled—it’s not always possible to stay on schedule. We know that and try to accommodate their needs.”
As a pioneer in the cat boarding industry, Susan Cesarini and the rest of The Meow Squad overlook nothing to make sure their feline guests and their owners have a great experience and receive unparalleled care.
At The Cat Chalet Reno, every day is Cat-erday!
