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How should I handle client wanting to divide booking to get around holiday rate?

I have a repeat client who has booked boarding from Dec 15 to Jan 2. I charge $50/night normally, and my holiday rate is $60/night. The client was under the impression that the holiday rate would only apply to a few nights of the actual booking (Christmas Eve, Christmas Day, NYE, and New Year's Day) and was surprised to find out that the holiday rate was applied to her entire booking. She's asked if she should resubmit the booking request as two separate requests to save money: one request for Dec 15 to Dec 22, and one for Dec 23 to Jan 2.

The total for 18 nights at $60/night is $1080. I crunched the numbers for her and it turns out she'd only be saving $80 by dividing the bookings (8 nights at $50/night = $400 plus 10 nights at $60/night equals $600, total $1000).

I expressed that she can enter the booking however she'd like - I can't stop her from entering it as two separate bookings. I did however express that her dog would be getting more individualized care and that I set my rates intentionally so that they're still cheaper than boarding at other businesses nearby. (I provided her with the example that boarding her dog at the Petsmart up the street would cost a minimum of $1152, and that was for their "standard" package).

Has this happened to anyone else? How should I handle this?

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Karen R.

Since you've done the math for her and the difference--on surface--is only $80, remind her that she'll have to pay Rover's service fee twice which will, in all likelihood, wipe out that savings completely. Let her create two bookings herself and see what, if any, savings she gets. LOL!

Tell her that it is totally up to her but she isn't going to save anything meaningful. Also you could tweak her a bit by thanking her for two bookings and that you won't have to wait until Jan 4th to get paid for the first part.

You also have the ability to keep the booking as one single one and modify the total so that not the entire period receives the holiday rate. You could decide that it only applied to Dec 18th on and your client wouldn't have to pay two service fees. I wouldn't do it, as I think it sets a bad example, and clients will try to take advantage of you, but it is your choice.

At this time of year, when you've shown her that she's getting a bargain compared to normal boarding facilities, these kind of people drive me crazy.

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That’s an excellent point : by booking it as 2 bookings you’ll get part of the money sooner. Receiving that $400 earlier may be well worth your portion of the forgone $80 (probably $64). I wouldn’t fight her on creating two bookings unless I wanted to modify the rate on the 1 booking.

Deb A.

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Margaret P.

Clients pay a premium for holiday bookings because everyone wants services. Right? I guess you can't stop her, but I hope Rover disincentivizes this behavior. For 80$ on a 14-day stay it doesn't even seem like a big deal. Maybe if you tell her you'd accept it as a tip :)

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The disincentive is the fact that two bookings will result in two service fees to Rover, as I wrote.

Karen R.

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Jocette M.

I suggest being flexible and giving her the discount or some type of discount. As you mentioned, it's only $80 and Rover's 20% sitter fee will take a good chunk of that. The client will be appreciative of the discount and you may ensure future bookings. They will praise you in the review for wonderful customer service.

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How should I handle client wanting to divide booking to get around holiday rate?

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