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dog boarding hours?

asked 2017-02-10 10:15:44 -0500

I have a dog boarding with me. The owner has paid for 4 days at a rate of $35/day for a total of $140. The owner dropped off the dog at 8am Monday. She is picking her dog up Friday at 5pm. Should I charge more for the extra 9 hours?

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answered 2017-02-10 11:30:32 -0500

This question seems to come up a lot. It is purely a matter of personal preference. Some people charge an additional "daycare" rate, and others do not.

I will say that if you plan to start charging for the additional hours, this needs to be a decision that is made up front, at the beginning of the stay so owners do not feel taken advantage of when you suddenly ask to increase the price of the stay.

I do not charge an additional fee, but I am very strict about my drop-off hours. When I first started, I would be waiting on the couch in my pajamas at 10:30 at night, because an owner kept telling me they were "almost there" and "on their way" and "right around the corner". That was horrible, and I made some rules to keep that from ever happening again! Now, I simply let them know that they have to pick up their pup before 7:30. So far, everyone has been really good about it. I've even had some owners call to extend their stay once they realize there is no way they'll make it to me in time. This saves us all a lot of stress and worry. I don't even answer my messages after 7:30 lol As far as I am concerned, we are CLOSED!

Many commercial boarding facilities will charge an extra night once you pass the 24hr mark, so it is not un-heard-of to add this kind of fee.

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answered 2017-02-10 13:08:50 -0500

The short answer is yes. Yes you should be paid for the 9 hour overage. Put it in perspective, 8 hours is a typical workday. People are paid for 8 hours of work a day and so should you.

As already mentioned, the dropoff and pickup times should be discussed in advance so that you can modify the bill to account for the entire stay. I do give my customers a couple of hours leeway. But I always go over the 24-hour/nightly charge with my customers and you can refer them to Rover's FAQ on the subject:

https://support.rover.com/hc/en-us/ar...

Given that you are in the middle of a stay, you will have to let it go. However, the next time this customer books you and there's a similar situation, tell them it was a first-time customer bonus since the Rover's policy is for up to 24 hours.

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answered 2017-02-10 10:19:53 -0500

It would have been goidto know the schedule BEFORE confirming the booking.
I personally give a few hours grace for travellers but, yes, this is a little longer and you may have had them pay for a daycare fee.

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Thanks so much!!! I'm new so I'm still learning :)

Chrissy G.'s profile image Chrissy G.  ( 2017-02-10 10:25:48 -0500 ) edit
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answered 2017-02-10 23:54:23 -0500

I had this exact same concern when I started. Eventually I decided to look at the pricing as I am being paid per night, not per day.

I make it clear in my profile that I do not charge per 24 hr block and I state my hours. I'm pretty sure I've gained certain repeat customers because of that policy. I try to put myself in the Owner's shoes. Whether on vacation or a business trip the stress of making it to the dog boarding place by a certain time is the last thing they need.

Of course there are people who still try to pull the "We'll need to drop off at 6AM. Would it be easier for you if we just come the night before?" Because I know my way of pricing is more than fair I have no problem sweetly responding "If that works best for you I'll be happy to Modify your Stay Request to include the extra night. Once its paid for feel free to bring Fido a night early."

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I have a lot of clients come to me with that request, and I always accommodate them, because then I'm able to charge an extra overnight fee =)

Jessica M.'s profile image Jessica M.  ( 2017-02-13 09:46:28 -0500 ) edit

My posted hours are 9am - 7pm (or dark, whichever comes later) and I always discuss the 24-hour policy at the M&G. Many clients have dropped off the night before or picked up the day after they return because their travel plans don't mesh with my hours, and so far no complaints.

Cari C.'s profile image Cari C.  ( 2017-02-13 19:26:35 -0500 ) edit
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answered 2017-02-10 10:51:55 -0500

That would up to you and don't feel you lost out on a couple $$. As you get more experience you will know how strict or lax you want to be with pickups. Some rover hosts do charge either by hr or doggy daycare and some will let it slide, depending on circumstances. Although at m&g I tell potential new customers I am "strict" about pickup times (and no refunds if picked up earlier) I usually do let the extra charge slide. One of the great ways to pull them in as a repeat. But, if they do pick up earlier than the drop off time, I do Not give refunds or credit. It works for me.

I have repeat business travelers that don't always know their return schedules. Sometimes they have to extend. I also have repeat vacationers (1, 2 or 3 times yr). Sometimes they fly sometimes drive. Delays happen, even if they know their return arrival. Just make sure your customer(s) don't take advantage. Ex: One of my vacation pet parents check with me on available dates b4 booking -Great! - They book and then call the evening b4 their drop date saying they are on their way. It's not an error on their part bc they do it every time. I have made them contact rover b4 leaving my home to pay for the extra overnight -sometimes more trouble than worth- but now just raise their rates a few $ each time. They keep coming back. I Love their pups and do want to keep them.

Great fit Repeat customers are awesome! But make sure they are a great fit for you. Welcome and have a Great Time with you "guests".

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Great info! Thanks so much.

Chrissy G.'s profile image Chrissy G.  ( 2017-02-10 10:56:10 -0500 ) edit

And, if you do have parent extend you will get 2 payments- 1 is 4 first booking & 2nd is extended dates. Just an fyi

Kathleen D.'s profile image Kathleen D.  ( 2017-02-10 11:01:23 -0500 ) edit

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