guidelines for late pickup?
I have had clients picking up 8 to 10 hours after the 24hr period is up. How do you handle this?
How do you charge them them a daycare fee? :)
5 Answers
You need to charge them for daycare. The amount is up to you, but if the overtime is during the day, then you would have every justification to charge either your full nightly amount or close to it. Since you've written this seems to happen regularly with more than one client, you should spell out what the nightly rate covers and that anything beyond 24 hours is subject to a partial day charge, depending on the amount of time. I cover dropoff and pickup times when we're doing the booking, so I can adjust the charges at the beginning. If this happens to you after the job has been paid, you can use Rover's Extend Stay feature to add another charge for the client, which needs to be paid before he/she picks up the dog. You should not allow clients to take advantage of what is called a nightly rate. Rover does state in the FAQ that the rate is for a 24-hour period. The clock starts ticking when the dog is dropped off. You might allow a little leeway but 8-10 hours is beyond flexibility. A kennel is most certainly going to charge them; so should you.
Comments
For 8-10 hours I also use a pro-rated day care rate or the extend care feature. I discuss rates during the meet and greet but also find keeping in touch with photos lets me pinpoint exactly when clients will be picking up, this way we can address the overtime before it occurs.
For 8-10 hours beyond 24 hour increments, I'd charge my regular day care rate. If it's more like 12 + hours, then I'd charge the full nightly rate. I include the drop off and pick up times at the time of the booking and explain additional charges. For a repeat client that would go beyond the 24 hours, I'd just politely inform them of the charges that apply.
If it's more than 4-12 hours past the 24-hour time, I charge a $10 daycare fee. If it's more than that much time, I charge the full overnight rate. I think you should definitely charge something extra, because the Rover fee only cover 24 hours. The times and fees should be discussed at the M&G and agreed upon before the stay is booked to avoid confusion later on.
How do I modify a booking for additional charges?
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There are step-by-step instructions here: https://support.rover.com/hc/en-us/articles/203781294-How-do-I-extend-a-service-for-an-owner- or charge them a daycare rate, if you have one.
THIS IS ON MY SITE Drop off times are 8am to 8 pm Pick up times are 8 am-12 noon Pick ups After 12 noon is an addition flat $15- fee.
How do you add that to your site? I can't figure it out. Thanks!! Also do they pay the fee through Rover? Any advice or help is very mucj appreciated!!