Hello! Buddy was dropped off at my house at 2:30pm on Friday evening. His owners will not be back to pick him up until 10pm tonight. How do I go about handling this? Thank you!
The best way is to find out drop off & pick up times before clicking Book It Now. If not provided, Ask. then you calculate the difference between number of hours between arrival and departure times. In this example, it's 7.5 hours. Then use the Cost Adjustment area to input additional charge, if applicable. Some sitters would have added a full day of day care to the booking, some may have added slightly less (because many give a small grace period which is unstated but generally about 2 hours) and in some cases sitters would charge an additional night. However, if you didn't ask or find out the time before booking, I'd suggest you chalk it up to a learning error. It's going to irritate the customer and you'd possibly lose all repeat business and get a bad review if you send a request for more money now UNLESS their plans changed and it was previously communicated that Buddy would be picked up closer to arrival time (2:30- approx. 4:30), in which case you could use the Extend a Stay feature, which is designed for those types of incidents when the owner is delayed returning for their pet.
thank you, I appreciate your response! I will chalk it up to a learning curve this time.
