I have a booking request for a drop visits, but it seems the owner has 2 dogs listed under a single profile, how do I go about addressing the additional dog (which is also listed on the profile a 5 months, so would qualify as the puppy rate, correct?)
Yes, rover defines puppies as under 1 year old, which would be qualify for higher puppy rate. I’d give the customer the benefit of the doubt and gently communicate that I understand Rover’s platform can be confusing initially. Each of their pets needs to be listed under its own profile before booking. If an owner needs help doing so, you may encourage them to contact support at [Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team].
Since this is for drop in visits, if for some reason that’s not possible, an alternate way to handle it is use the rover messaging to document and explain a Cost Adjustment. The message may be like: This is for (insert dog name) and (inser puppy name) Drop in visits, during the dates of ##/## - ##/##. The cost adjustment is for (puppy name) care. I would also document the agreed-upon time frame of the drop in visits, especially since the puppy is relatively young.
I agree with Deb A. I encourage new Rover clients to create a profile for EACH pet. But if they are hesitant to do that, I modify the booking or meet n greet request to reflect the cost per night (for dog sitting in my home) so that they are aware of what it will cost. The website AND app are VERY confusing for some and it's been my experience that Rover isn't always very helpful.