Frequently Asked Questions (FAQ)

Welcome to the Big Cat Bungalows at The Haven! To help you make the most of your stay, we’ve compiled answers to some of the most frequently asked questions. If you need further assistance, please don’t hesitate to contact us.

*Need help with search results?
If you’re having trouble getting results when searching for availability, here are a few tips that might help:

Guest Count: Be sure you’re not searching with more than 4 guests. Our bungalows have a maximum occupancy of 4 guests, so searches with a higher guest count won’t show any available results.

Search Method: Due to high demand and increased bookings, we recommend skipping the date search and instead scrolling down past the search bar to where our individual bungalows are listed. From there, click on the specific bungalow you’re interested in. You’ll be able to view that bungalow’s booking calendar directly and select dates based on its unique availability.

Availability Varies: Keep in mind that availability is different for each bungalow. If your preferred dates aren’t available in one, be sure to check a few others!

Please note: Cancellations do occur, so it’s always worth checking back!

1. When is the best time to visit? The bungalows are open year round and our cats do enjoy playing in and exploring the snow; in any extreme temperatures cold or hot the cats do tend to take more frequent cat naps. The optimal times to visit would be from April to September due to both optimal weather and being the open season of our zoo as well if you would like to experience both locations. *Our zoo does typically do Halloween flashlight safari nights through October and Christmas winter wonderland lights in December as well!

2. What is the difference between all 8 bungalows? The bungalows are open year round and our cats do enjoy playing in and exploring the snow; in any extreme temperatures cold or hot the cats do tend to take more frequent cat naps. If you would like to experience both locations, the optimal times to visit would be from April to September due to both the weather and being the open season of our zoo & drive through safari. *Our zoo typically does Halloween flashlight safari nights through October and Christmas winter wonderland lights in December as well.

3. Can only 4 guests stay in a bungalow? Each bungalow accommodates a maximum of 4 adults, or 2 adults and 3 children 12 and under.

*Please make sure the available sleep space (1 king bed & 1 futon bed) is enough space for your party before booking; we cannot allow any additional bedding in the room such as rollaways, air mattresses etc. due to fire safety.

Visitors: Friends or family visitors are allowed at an additional fee of $20 per person. Visitors are only permitted during the day/evening and cannot stay overnight unless they book their own bungalow.

Compliance: Room maximums must be followed strictly. Failure to adhere to occupancy limits may result in additional charges or termination of the stay.

4. What is the cancellation policy? Full refund up to 60 days before arrival. *Payment processing fees are non-refundable and will be deducted from the total amount refunded for cancellations. A reservation date can be changed free of charge up until 30 days before the reservation date - within 30 days of the reservation date a $75 rebooking fee will apply - date changes within a week of the reservation will have a $150 rebooking fee.

5. Visibility of the animals - It is important to understand that the animals will not be visible at all times during your stay. They are wild animals and are free to roam about their enclosures as they please, the enclosures are designed to be visible from all 4 bungalows, but they are also built large enough to provide ample space for our animals which means they may be out of view if they are in front of other bungalows. Please note the animals are not here for guest entertainment but to allow our guests to get an up close view into their lives to witness their unique personalities, social dynamics, and behaviors. Our goal at The Haven is for our guests to form deeper connections with and appreciation for these beautiful species while creating unforgettable memories with their loved ones. *The cats will be in their enclosure from check-in at 2pm until 11pm when they go into their indoor dens for the night. The come back out at 7am until check-out at 10am!

6. Can't find pricing for the bungalows? You won't see pricing appear until you enter in specific dates you are interested in under the listing of your choice. This is because pricing can fluctuate depending on the dates & durations you select.

7. Can I book one night on each side? Yes, we have many guests that will stay a night on each side, how this works is you will be allowed to stay in your first bungalow past the 10am check out time while our housekeeping team gets your next bungalow cleaned first, as soon as they have it ready you will be able to move right into your next bungalow! The cats do go into their indoor dens between 10am-2pm for feeding, rest and cleaning so they will not be in view during that time and staff will be in the enclosures for cleaning.

For booking, the rooms would have to be booked separately, just make sure to book both rooms under the same name so we can see that you will be moving to another room the next day!

8. Can I interact with the big cats? Direct interaction with the big cats is not permitted, it is both illegal and unsafe. However, you’ll have unparalleled viewing opportunities from within your bungalow. - We do offer one-on-one animal encounters with some of our ambassador species at our zoo year round; booking for these can be found at www.thewildpark.com

9. What is the check-in and check-out time?

Check-in time: 2PM

Check-out time: 10AM

Due to our full booking calendar, early check-in's and late check-out's are unavailable.

10. What amenities are included in the bungalows? Each bungalow is equipped with:

A king-size bed and a futon bed; extra pillows and bedding provided in closet
A fireplace and a smart TV
A fully equipped kitchenette with a mini fridge, microwave, sink, dishware and a Keurig coffee station
A private bathroom with luxury amenities including soap, shampoo, conditioner, body wash, towels & washcloths
An outdoor patio with a fire pit and lounge chairs; a bundle of wood is included with each stay (S'mores kits are available as an add-on at checkout or in your guest portal after your reservation has been booked!)

*Please note, any gas or propane appliances are prohibited at the property; electric griddles and hotplates are allowed - supplies required for use.

11. Are pets allowed on the property? No, pets are not allowed under any circumstances, this includes service animals as well. This policy is in place to ensure the safety and well-being of our resident animals.

12. Is smoking allowed? This is a smoke free facility and property. Smoking is strictly prohibited inside and around all accommodations; this includes vaping, tobacco & marijuana.

13. Is full privacy ensured in the bungalows? Each bungalow has full length black out curtains for the floor-to-ceiling glass windows to ensure privacy from the exhibits during routine maintenance when staff may be present. Each bungalow does have its own private patio with lounge chairs & a fire pit, these are private use but not private view from the rest of the patios.

14. Are there dining options nearby? We are located less than 10 minutes from the town of Chittenango where you can enjoy local eateries, or just a 20 minute drive from Syracuse where you can find an array of dining options to suit every palate and preference. - Reach out to us for our list of local food recommendation's!

15. Can I visit The Wild Animal Park? Absolutely! The Wild Animal Park is located less than 5 minutes away from The Haven and houses over 500 different species with award-winning enclosures. It’s a perfect addition to your getaway. *Zoo admission is not included in the cost of the bungalow unless during a special promo. *Please note, the zoo and safari drive through have seasonal open operating hours, please make sure to confirm the properties are open on the calendars provided in the enhancement area before purchasing the add-on zoo admissions.

16. Who can I reach if I have questions during my stay? Please feel free to reach out to us with any questions or concerns. You can contact us via your guest portal or by email at haveneventinfo@gmail.com, or text at (315) 956-1789.

17. Is there Wi-Fi available? Yes, complimentary Wi-Fi is available in all bungalows.

18. What are the quiet hours? Quiet hours are from 10PM - 7AM to ensure a peaceful environment for all guests.

19. What is the nearest airport/train station? If you are traveling, we are located about 25 minutes from both Syracuse Hancock International Airport (1000 Col Eileen Collins Blvd, Syracuse, NY 13212) and Syracuse Amtrak, New York Regional Transportation Center (1 Walsh Circle Syracuse, NY 13208). Uber is very popular in our area and a great way to travel from these locations to our property.

We hope this FAQ helps you prepare for your unforgettable stay at the Big Cat Bungalows. If you have any other questions, please contact us at haveneventinfo@gmail.com. Enjoy your adventure at The Haven!

Bungalow FAQs