score:

Pop up question by Rover.com cancelled a pending booking!!??

I had a request for drop in visits over the limit I had set for a certain day. No problem there. I set up a meet with the owner. In the meantime a Rover pop up asked me my preference on requests that didn't meet my criteria. I put that I was lenient for a two day booking, and put for current customers. Not sure why, I just did. When I got to the meet and greet with the owner, he told me he got a message earlier that I had cancelled his booking request!! He even showed it to me on his phone. I didn't think until later that it probably was in response to my answers to those questions. He was not a 'current customer'. He was a first time booking. How and where can I change my answers. I thought it was a survey or something, and certainly didn't think it was cancel a pending booking!!

score:

0

Karen R.

Book a Stay
Chicago, IL

Look over the preferences on this page from your profile settings to change the answers about flexibility, limits and customers:

https://www.rover.com/account/profile...

Comments

Thanks, but the questions asked and answered do not show on that page.

Barbara B.

I only see the questions for boarding. However, I assume there will be questions about the other services that are similar. I see one about flexible availability defined as "Allow me to book 1 dog above my normal capacity if the stay is 4 nights or longer and I'll only be above capacity for 30%..."

Karen R.

While they may not be asked in the same format as your pop-up questions, I would think they are what prompted the query. Perhaps you should call Rover Customer Support to see how they should be changed to ensure that never happens again.

Karen R.

As far as I know, this is the only page where you can elect to receive only requests from repeat customers: https://www.rover.com/account/profile/services/

Karen R.

I didn't elect to receive only requests from repeat customers. I said if a request was outside of my preferences, I would only accept them from repeat customers.

Barbara B.

score:

0

Walt G.

Book a Stay
Woodbridge, VA

Looks like you had an oops!! I would contact support and have them update your profile if what you entered in the pop up changed your settings if you cannot see or make any resets

Comments

Thanks, Walt. I did contact them, and they are looking into it.

Barbara B.

score:

0

Cindy & Stephen G.

Wow, that's unusual! Please update us on what happened!

I've had Rover state (within the message stream), the request didn't meet my preferences and I could deny it without it affecting my stats. Usually I get that message when I am fully booked on the date(s) requested.

But I don't ever remember it asking me about my preferences as to whom I would accept these type of requests from (repeats vs new). As mentioned, there is a setting as for whom you will accept all incoming requests from, but it doesn't give an option for requests that don't meet your preferences.

As a side note, (if you haven't already done so), you may want the setting above. If for any reason it's accidentally turned on, it may in some way prompted that message. If so, turning it off may resolve the matter.

Comments

The pop up, survey looking question came up the next day when I opened Rover. I contacted support to reverse my answers, and they said they were looking into it. I have yet to hear back as to a solution.

Barbara B.

Q&A Community

Connect with fellow dog lovers and learn from one another

Pop up question by Rover.com cancelled a pending booking!!??

3 Answers

Comments

Comments

Comments

Related questions

Need Help?

Learn More

Need Help?

About Rover