For example if a client drops their dog off at 8 am, but doesn't pick up until the next day at 8 pm, it's only one night, but 2 entire days. I've had potential clients cancel when wanting to add to the cost. How do you handle that?
As soon we we start talking timing, I let clients know that although Rover's calculations do their automatically calculate per night, we charge $X per day, since that's where we're putting in our time and energy with their dog. I've never had someone object, and many understand and assume that makes sense. If you're having trouble with that expectation in your area, I'd recommend writing it in your profile so that owners who read it get a feel for that before the conversation.
You do need something in your Profile about pickup and dropoff times. I don't mind a hour or two overage, but I don't tell customers the exact timeframe when a "daycare" charge would kick in. I ask for their dropoff and pickup times at the beginning of the stay and if it extends beyond the 24 hours by a significant amount I tell them upfront that I will have to bill them for the day or a portion of it, depending on the amount of time. This is usually done before the dog is dropped off. I tell them that a kennel would charge them for a full day. While Rover bills like a hotel (by the night), I'm nto as stringent about check-in/check-out times as a hotel but I am providing daycare which goes at a certain rate.
I charge for the extra time and I let them know at the meet and greet so when they book I'll adjust the rate and they are not surprised. People should not be surprised about the extra cost. Make it clear that they are paying for 24 hours, after that there is an additional charge and you can prorate it or charge as if the pups are in daycare that day. I hope that made sense.