What are your policies for early pick up?
I've recently had a few clients pick up a day early than original booking. What is your policies for early pick up? Is it the same as the cancellation policy?
3 Answers
I have had owners return early from trips and want to pick their dogs up prior to the stay ending. I used to offer a full refund for any unused nights, but I've since stopped. Their dog has already taken up a space on my calendar and I've made plans around the original schedule, so I don't feel guilty. If it's for multiple nights (like 2+ days) I would be inclined to offer a discount for those dates, but if they pick up their dog a day or two early, I don't say anything. I have some owners that will ask for a refund, so at that point I will refund based on my cancellation policy (did they tell me before noon, etc.).
I'd suggest that although all of us can make exceptions to the cancellation policy, that if you find yourself consistently and frequently doing so, then maybe it's worth changing the policy setting. For me, it's extremely rare for dates booked to change. Whether or not an exception is made would depend on the reason because I may be turning down other requests based on the plans. One instance where I'd be inclined to make an exception would be if if it's due to a dog's health condition, which a family member was going to manage. Add'n: Since your policy is already set as moderate, that seems like an excessive amount of exceptions.
Comments
None have been due to health, just returning a day earlier. I wasn't sure if the early return falls under the cancellation policy. I'm in the same thought, that I've turned others away based on the booking dates. In the past I did refund, since it's been 3x this week I want to see what others do.
If a client picks up their dog early I contact Rover and request to have the extra time refunded.