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How to handle a booking when owner wants to change time?

I have booked a dog for 2 days from now. The owner requested a 6am drop off to get on the road. I typically don’t take dogs that early, but went ahead and said I would do it. I just got a message from the owner asking for my address and saying it now looks like it will be a 5:30am drop off. I have never had this happen, but I have a 8 year old who has school that day and I feel this is over the line. At this rate, he will probably show up at 5 am. What do I do?

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Karen R.

Book a Stay
Chicago, IL

Tell the owner that the earliest you will accept the dog is 6 am, as you previously agreed. Go over the all the time frames, especially the pickup time and say that any overages will result in additional charges. Try to emphasize that you are not a 24-hour facility with staff on various shifts. You may want to check around to other boarding facilities to see if they will even accept a dog that early.

For the future, set up established "operating hours" when you will allow drop-offs and pick-ups. I don't accept any dog before 8 am. Many of my clients take early flights out of town, so I'll tell them to drop their dog off the night before. It makes much more sense and the owner won't be rushing around in the morning, trying to get the dog and himself ready.

You may even want to suggest the night before now to this owner, especially if pickup is planned to be in the evening as well. Makes more sense and fits better with the whole 24-hour charging method.

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Thank you. I did suggest to him dropping off the night before if he needed to leave earlier, but I would have to charge him. He did agree to go back to 6am...we will see if he holds true to this.

Kristin G.

When is he picking the dog up? Many of my clients return in the evening, so drop-off at night and pick-up at night work very well when you are billing in 24-hr increments. Is the owner picking the dog up at 6 am as well? If not, you should be charging him for daycare/full boarding for the last day.

Karen R.

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Kelsie W.

You can always charge an additional fee! You also can always stay firm on your polices! This is your business and if you have time constraints and make them known it is up to the Owner to follow those.

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How to handle a booking when owner wants to change time?

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