Client missed their flight and is asking to pick up their dog at 12 am?

I think there's something to be said for helping someone in an unforeseen issue like a missed flight. If you'd like to keep them as a repeat, agree to the request. That said, don't give your time away. When did their booking actually end (time)? I give clients up to 4 hours past end time as a grace period, anytime past that incurs an 'extended pickup time fee'.

I would inform the client that it midnight is too late and to schedule a time in the AM to pick up their pup. Whether you charge them is your decision but I would ask for additional compensation.

I am pretty flexible, but I wouldn't stay up that late. I am an early to bed early to rise person though. I'm not sure what I would do about the charge; it would probably depend on the dogs. Remember a normal business would charge, but I also agree with helping people out during unforseen circumstances. I don't recommend getting into the habit of being too flexible, and they really shouldn't complain about not allowing a midnight pick up. It is easy to become routinely taken advantage of. I started off super accommodating and ended up having to get stricter which was much harder, especially with any repeat clients who expected me to continue to do whatever they want

I just dealt with this issue but it was "somewhat" planned. Client said her flight came in at 11:00 p.m. when she booked. Anticipated time at my place would be 11:45 p.m. I get up at 5, have to be at work by 6:30 a.m. B/c of that, I head to bed around 9 p.m. -ish. This would have forced me to set a separate alarm and get up several hours after going to bed. I mentioned this to her the following day b/c when she booked, it was at 11 p.m. -ish and I responded back to her very sleepily. (She was a repeat client- this was 4th time staying with me & she'd never attempted to pick up after 8 p.m.). The following morning, I mentioned that I was basically "1 potty" short of the dog staying an actual additional night (morning potty - she was due to pick up the dog at 11 a.m.) and asked her if she'd be willing to either pay an additional rate for either the late pick up OR for one more night, to then pick up the following morning. She threw an absolute fit so I said I'd keep her over night and wouldn't charge her for it. She then said that she'd pay the reduced rate I gave her to "just have her stay another night I guess." I added the fee. She then stated that she felt that I was being dishonest, etc. I attempted to remove the fee and just roll with it this time-I've always enjoyed the dog, not so much her fur Mom. She refused to accept the modification b/c she said "I'd rather just pay". So.... I agree with most here that MOST people are gracious and appreciative which makes it much easier to work with them and the dog. If plans change, I always think about how "I'd" want it to be handled by a sitter, it helps make sure I'm still being human and not just money focused. It was extremely difficult to respond to the client without being salty, b/c she was just so presumptuous about what comes with the "sit") but her personality is just different than others. It won't intimidate me in the future but it was a learning curve for me, especially in regard to getting kinks out AT the time of booking, for sure. *If flight was cancelled or late, I'd do the same thing, but decrease the fee. In the future, I would not decrease the fee for the client I referenced though. I'd have given her the 2 options she received from me anyways, just at the beginning of the booking convo.

Seems like this is up to the sitter. I set times for all clients. I ask questions.

What time is your flight landing the day of pick up? If the answer is late, expect delays and set your policy ahead of time. For me it depends on the client but I usually say "you need to pick up your dog by 8pm or we will go ahead and book another day and you can pick him/her up in the morning". I've never had a problem.

Clients that take advantage of flexible policies will sometimes push the limits. I had one yesterday say "Our flight is delayed until midnight". My response is a new booking request for the extra night. If you are providing a great service the customer is usually thankful. No more freebees unless is some sort of emergency on case by case basis.

Let them pick up their dog but I still wouldn't give them a full refund. You're missing out on other people's bookings because you anticipated watching their animal. It was them who missed their flight and that's not your fault either. Keep at least half the money or whatever you deem reasonable for your time and let Rover know about the incident.

My personal rule is that if it's the customer's fault, then yes you should be compensated - if it's for your own convenience, then you should let the dog stay with out charging. In this case, it's a little of both. If the customer is reasonable, they won't have an issue with either waiting or paying extra. But you never know...the only way to find out is to talk to them.