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HAS ROVER RAISED YOUR OWNER’S SERVICE FEES?

My client is complaining her fees have gone up, without notice. I called Rover, but they refused to disclose how much they charge the owners. After alerting the rep that this is not seamless and that sitters should be aware of how much their clients actually must pay for a service, he basically hung up on me because the conversation was “not productive.”

My client sent me a screen shot, which shows she is being assessed 11% for her booking (on top of my 15%). Back when Rover actually publicized their service fee rates, it was 7% max. Are others aware their clients are being gouged?

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Karen R.

Book a Stay
Chicago, IL

Yes, it used to be 5%-7% max with a $25 cap per booking. That was changed quite awhile ago and Rover made it more vague, saying just that there was a service fee (no percentages) and that it could not exceed $50 per booking.

https://support.rover.com/hc/en-us/arti…

Since there are no dates on those pages, it is impossible to know when Rover implemented it. Plus Rover hardly ever announces its changes. Shoot, I didn't even get a notification about the Stripe change. They think putting a little header on my Dashboard is acceptable.

The customer does not see the 15% cut that Rover takes of your earnings. Obviously you know they're getting it but the customer does not.

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Now you have me wondering what's up ? I have been on Rover since September 2021 and I see you are saying no fee over $50.00 ? At holiday time I am looking at payments and see these>>> >>> Stay $270.00 Fees $54.00>>>Stay $480.00 Fees $96.00>>> Stay $300.00 Fees $60.00>>>Stay 315.00 Fees $63.00 ???

Paula C.

Sorry if I confused you. That cap on fees is what Rover assesses the pet owners. As a sitter, there is no dollar cap. It is 20% of the booking total. $54 is 20% of $540, etc. The cap is for pet owners.

Karen R.

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Kym A.

I just received an email 5/11/23 that "Rover is starting May 18, 2023, a Rover service fee of 11% will be applied to any new booking request you make". Seems bizarre considering recent earnings:

First quarter revenue increased to $41.1 million, up 48% year-over-year Gross booking value (GBV) of $209.4 million, up 36% year-over-year Total bookings of 1.5 million, up 27% year-over-year

And now they are requesting tips be paid even though the sitters set their price, so Rover is now 30% more?!

Comments

Yes, I published a thread about this increase today. The rover service fee, on top of a California specific rate fee hike of 25% levied on customers who have been with rover since before it merged with Dog Vacay isn’t going to sit right with many long timers. That's 36% for Rover (not sitter) in CA!

Deb A.

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HAS ROVER RAISED YOUR OWNER’S SERVICE FEES?

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