What if owner is late and doesn't pay for extra day?

Sorry your in this situation. If they still have not paid I would contact them and let them know that Dogs name is doing well, resting comfortable, or what ever you want to say nice about thier dog. than going right into...." it was brought to your attention that the payment for (dogs name) has not been paid in full yet . Without payment being made for the additional night Dogs Name can not be insured through Rovers primer insurance. I apologize for the inconvenience however , I do want to make sure that dogs name is fully protected under the insurance policy and that we are all on the same page. I find that the easiest way is by clicking on the accept button on the apt approving Dogs name stay or if you find it easier to call I would be more than happy to get you the phone number to rover support so you may finalize everything. Please let me know which option works better for you. Thank you!"

I would also contact Rover support now- they are very helpful and will actually try to contact the owner for you so they can settle up the charges. Hope this helps - Good Luck!

Have they confirmed what time they'll be coming to pick up the dog? Before confirming on your end I would ask them to accept the extension (they're already messaging you via Rover, they've seen the request). If they show up at your door and still haven't confirmed, I would again state that you need them to confirm the extra day. Bring them your laptop or tablet if they try to brush it off. If all that fails and they leave with their dog without paying, I would contact Rover. You can't physically force them to do anything, and it's not great business or comfortable for you to hold their dog hostage. Hopefully if it comes to that Rover can reach out to them directly. Keep records of your conversations with them and send them to Rover as well if it wasn't done through the app!

I've never had a problem, of course they need to pay, this is a buisness. If they stiffed you I would not continue relationship.

Hi, Donna! My understanding of their extension request is that they are trying to be courteous to you by not coming late at night to pick up their dog, but rather are going to come the following day. I imagine that if they've had a sudden change of travel plans that either something has come up or their flights have been changed. I wouldn't be too concerned about them not paying right at that moment. If you still haven't heard from them on the night before they are to arrive, I would probably send one reminder about how you've extended the stay for them and just need them to confirm so that everything will be good to go. If they still don't, they can easily pay when they arrive to pick up their dog.

I find people are confused about the extended stay procedure. I tell my customers " I have extended the stay for you now it is waiting in the queue for your approval. Please click on the accept button and we are good to go." They usually immediately confirm. If they do not confirm after that then I would assume they are trying to stiff you. Hopefully sending that message will work.

I would just make sure that all your correspondence has been documented via the Rover website and that Rover support knows what's going on. Sounds like Support is in the loop. Good luck. Please update us and let us know what happened.

I had a M&G with a new client last week who asked if I had had any problem pets or declined a stay after a M&G, and I told him I had more problems with parents (which have been few, luckily) than I ever have with the dogs.