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stolen days?

Candace D.'s profile image

I had a client who dropped her dog a day earlier unexpectedly, I agreed to accommodate her and didn't charge her an extra day. The day she was scheduled to pick her dog up, she never showed, I texted her at 7p and she said she couldn't come until the next day at 8am. She offered to pay for the extra day, she didn't and she wasn't apologetic when she picked her dog up. I try to be flexible with my families but I feel like she took advantage and I lost money for the two days she didn't pay for. In the future, Can we extend the stay ourselves or do the pet parents had to do it?

4 Answers

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Karen R.'s profile image

It's horrible that people think they can get away with something like this when dealing with a person working out of their home. Any boarding facility would require payment for the entire time the dog was there or else...

Yes, you can extend the stay on the site. It is very simple. You will see a link to do so at the far right for that stay/customer. Also, the fact that you accepted the dog earlier than scheduled and didn't require payment at that time probably led her to believe she could walk all over you. Remember, you are a business. I doubt you would want to accept another job from this person anyway, but keep it in mind for the future.

Comments

I've been having trouble with late pickups. It usually involves plane flights. ex drop off at noon. Pickup at 8pm when flight gets in- then flight is late 45 min. I have a regular customer who is also like that, but she books me a lot and I like her dogs. You can always say on the next booking what time they have to pick up by. It's a customer service dance to build up the good clients and let the bad ones go or try to correct them with you setting the must pickup by time.

Suzanne E.'s profile image Suzanne E.
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Laura R.'s profile image

Even if you're willing to give the customer a break on the price for an early drop off or late pick up, always have the stay extended officially through Rover. Their insurance plan will not cover any incidents outside of the stay dates and you're out of compliance with Rover's TOS if you don't make changes through the site. I don't mind giving my best clients a break on price, especially when they book frequently or for long stays, but if a client is abusing your generosity and flexibility then they are not worth continuing to serve.

In the future, you can extend a stay, but it still requires the client's confirmation. If they fail to respond, you can contact customer service to assist.

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Jean D. & Ray P.'s profile image

Yeah that's really ridiculous. I've only had one customer so far (it's only been two months) not finalize the booking prior to dropping off their dog. In that situation, I gave them my wifi password (no cell service here) so they could go onto Rover with their smartphone (otherwise I would have let them use my computer) and finalize the booking. In my experience, you can only extend the stay; you cannot add days to the beginning. Do do that, either call Rover and ask them to change the dates (they would send it back to the owner for confirmation), or just book a separate stay for one day with the owner. In the future, stick to your guns. You're definitely in the right to insist on a finalized booking prior to accepting a dog, no matter the circumstance. You can emphasize that you want to make sure you're getting the benefit of Rover's insurance coverage and support, but ultimately you don't need to offer any explanation. I would definitely contact Rover and let them know what happened to see if they have any recommendations or restitution options.

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Kathleen D.'s profile image

I have a client that I have pet sat for the last 2 years for their annual vacations. This time they called to say they were on their way, which was a day early with no explanation. When I said something, they just shrugged. I never received a reply to any of my updates with pictures. They sent me a message the day they were to pick up saying they were staying another day. I told them they had to make the payment to rover. They did the day they were to pick up. Not sure if I still want them for a customer, especially because of their attitude.

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