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holiday rate---Client doesn't want to pay holiday rate for a long stay?

Hello fellow sitters,

I have a client who is looking to book a long stay for 20+ days. Her dates happen to fall on a holiday so the app is charging her the holiday rate for the entire stay and not just on the holiday itself. She's pushing back saying it isn't fair to be charged the holiday rate for the entirety of the stay since it is so long. What are your thoughts on this as a sitter?

4 Answers

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You have the ability to adjust the cost of the stay. You can do a combination of holiday rate for x number of days and your regular rate for the rest. Unless we're talking for the period between Christmas and New Years, when the holiday (or peak season, if you will) rate justifiably should apply, then I would make a concession to your client. In fact, I just had one of those. The dog was dropped off on Dec 30 and picked up on Jan 8. I only charged holiday for Dec 30-Jan 1 or 3 nights of the stay.

So long as she also doesn't ask for an extended stay discount on top of that, come up with a reasonable number of days to charge at holiday, If it is one of those Monday holidays and the dog gets dropped off on the Friday before, then call those the holiday and the rest at your regular rate.

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Both you and I live in southern CA. Perhaps that's why my perspective differs from previous response.

If this is a first time client, I would not be inclined to discount the stay, mainly due to the lack of knowledge how the stay will go (smoothly or rough).

If this is a dog that you've gotten to know well during non-peak times, it depends on the following:

  1. How busy is your calendar? Do you have lots of commitments and/or inquiries from other pets that would keep you busy during that time, at peak holiday rate? Do you have personal things you'd sacrifice doing in order to provide care during that time period?
  2. How much work is the stay? Is this a stay that will keep you very busy, as some go smoother than others? For example, dog walks or house sittings at a pet's home, or even possibly boarding at your home for a dog that adjusts well being left alone for a few hours, enabling you to go about life as usual (without having accidents inside or separation anxiety meltdowns) is very different from a dog that experiences separation anxiety or needs to be relieve itself outside every 2 or so hours , which restrains you from normal life activities.
  3. How often do you see this dog? Is this a client who you regularly provide services for, staying busy throughout the year, especially non-peak times? That makes a difference too.

Based on answers to those three questions above, determines if I apply a cost adjustment or edit rates. Sometimes the client is quoted a price below what they expected and sometimes it's higher.

ADD'N.: Your Holiday Boarding rate is very competitive for your area, especially since there's 2 humans at home caring for the pups, you only have 1 small pup, and limit yourself to only hosting 2 guest pups at a time.

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Thank you both for sharing your opinion. I didn't get into the details of the specific client because I wanted a general idea about how other sitters felt about the way Rover handles the holiday rate being applied to the extent of the whole stay but I understand the need to adjust accordingly. Here are the details I left out. This client is not new and I've watched their dog for close to a year and they have always expressed how much they love my service. They are a high maintenance client and they have repeatedly asked for discounts on their stays which I've always said no to. I feel the people who ask for discounts, in my experience, have always been red flags. I feel my rates are set accordingly and if you're looking for something cheaper then there are many other sitters out there you could find in your price range, especially since my rates are already on the low end for the area. I eventually decided to part ways with this client by politely letting her know I don't think I'm a good fit for what she's looking for in a sitter.

Deb- I have been thinking for awhile that my prices were set too low for my area and have thought about raising them but since I only take in small dogs combined with clients repeatedly asking for discounts, I've kept them at this rate a few years now. However, I do get more requests than I can take on which is a sign that my prices may be too low.

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Since it is a long stay, I would suggest you work with her to adjust the rates. Think of it from her perspective. Offer her a "discount" down to your normal rate for the non-holiday dates but only if she agrees to book/pay the same day that you adjust. I have come to learn that those with extended stays are generally less likely to cancel.

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My first year with Rover I was so accommodating with clients and would sacrifice my own well being for their satisfaction. Now I am a bit more steadfast about my rate and especially holidays. I am giving up time with my family and friends so they can leave town with confidence that their dog is well taken care of. If they aren't willing or able to compensate for the holiday rate then they are welcome to not book. If they have already booked and later have an objection I will hold the time with me and tell them to explore other sitters so if they can't find something they aren't left without any care options. In my area, there is never any issue getting as many bookings as you can handle for any holiday big or small.

I find that in this business, and life, people treat you how you let them treat you so if your holidays are worth extra then I would stick to that.

Comments

Becky, I agree with everything you said 100%. People will only take advantage if you allow them to. I felt it was the right thing to do to part ways with this client. Part of why I do this is because I want to be able to choose who I want to work with and if the mutual appreciation isn't there...