I have a booking that is for 9am drop off on Friday morning and they are not picking the pup up until late Sunday evening, but it only has it booked for two days. How do we correct that?
Rover's booking system doesn't take into account dropoff and pickup times, which is why you need to get those established before you finalize. Ask the client at the meet & greet or via the messaging system. When you see that the stay goes over 24-hour "nightly" allotment, you should tell the client and modify the booking to either charge for an entire extra night or whatever pro rata daycare charge you feel is appropriate. If a dog was with me all day and into the night, then I would charge for another night. But you make the call.
Sadly Rover charges for nights only. You can inform your clients what is the latest pickup you will allow before charging them for another day, but otherwise Rover only charges owners for however many nights the dog stays at the sitter's home.
Rover's booking system is frustratingly elementary. It seems the ONLY thing you can do automatically is book by night at a set rate.
If you want to book a daycare for less, you have to manually change the fee.
If you want to book two nights and a day for more, you have to manually change the fee.
I find it unprofessional. Rather than the client knowing straight up what they will pay, you have to give every single client a long explanation/apology for the Rover system.
I really wish Rover would put in the time to make the system a bit more sophisticated. At least DogVacay allowed you to have two separate prices automated for overnight and daycare.
Same here with someone trying to book 2 dogs for early drop off on Friday and late pick up on Sunday. My suggestion is if the hours go over the 24 hour period by several hours a daycare charge should be added
I tell my clients up front that my rate is on a 24hr clock with a 3hr grace period. If it goes beyond that I usually charge for another overnight stay, but I think I will change it to a daycare charge. I will send them a "custom quote" so we are all on the same page.