Some one wanted to book a stay for a day. He would have his dog dropped off at 5 am and picked up the following day at 11 pm. Rover said it was a one day stay at a one day price. In reality it's almost 2 days. How do you charge for over time stays by Rover?
Before you book a job, it is always a good idea to find out dropoff and pickup times so that you can adjust the request prior to payment. Rover defines a nightly stay as "up to 24 hours."
https://support.rover.com/hc/en-us/ar...
While I give my customers a couple hours leeway, you would be entirely justified charging for another day. In fact, some people charge extra for an early dropoff. I don't accept dogs that early, although I have no problem with a 10 pm or 11 pm pickup (not dropoff). So many of my clients might fly in later in the evening and, by the time they get in from the airport, it can easily be 10 pm.
As Daniela suggested, use the "Extend the Stay" option if the job has already been paid or you can modify/adjust the invoice if it has not.
I always explain the fee structure at the M&G. For stays where the dropoff and pickup times are different, I give the client a 3-4 hour window with no extra charge. If it's 4-12 hours I charge $10 day care, although I should probably charge half my overnight rate if it's 12 hours. Anything over 12 hours gets a full day charge.
I list 'office hours' in my profile of 9 am to 8 pm. I don't like getting up really early, and I don't like people coming to my house after dark. So far it has not been a problem. Those with early or late flights just have to pay extra, and so far everyone has been agreeable. We discuss everything at the M&G and come to an agreement on the fee before booking.
If you haven't already booked it, just update the request by extending the date or adding an extra fee. If you have already booked it, on your booking page, there should be an option to "Extend the Stay". Click on that to create a new stay for the extended time. If you're unable to figure it out or can't do it, contact Rover and they can set it up for you.
I like the idea of stating drop-off and pick-up hours. Explain that you only allow drop-offs after 6am and pick-up before 8pm....or whatever hours work for you. Unless it were a special circumstance (flight delay), I allow pick-ups until 10pm. A lot of my clients will drop-off the night before and pick-up the morning/afternoon after.
You can adjust your rates before the booking is final. If it's already booked, I would simply take this as a learning opportunity, and make sure to let the client know (through Rover messaging, so it's on the record), that in the future there will be an additional fee for stays over 24 hours.