how do i handle late picks ups and customer who is upset about having to pay more due to late flights?

Late flights, heavier-than-expected traffic from the airports, and weather delays are all things we have to deal with. I do give customers a bit of leeway (a couple of hours) before requiring additional daycare/boarding fees. However, I am not a 24-hour Starbucks. I may be up late but I still don't want anyone at my door after a certain time, just as I don't accept dogs before 8 am. There need to be "business" hours even for home-based businesses. You can bet that, if their dog were in a kennel, he wouldn't be able to pick whenever he pleased without incurring a charge if it is before/after established times.

You haven't specified how much over the 24-hour increment the owner's pickup will be or how late the person will be. It appears that the late hour is more of an issue for you.

Be professional and emphasize that your dogsitting is a business and you don't run it by allowing dogs to be dropped off and picked up round the clock. If you want this person's future business, you could make an accommodation for him THIS TIME. Make sure he understands this is one-time only. Another accommodation would be to keep the dog until morning free of charge.

All of these other sitters are right on the money!

A little flexibility is expected when travel plans change, but you certainly don't make money by letting clients write the rules of your home business.

If the flight causes the owner to return on the next day, a full overnight cost should be paid. If it will be several hours later than originally anticipated, I would offer a daycare rate to the client, or a prorated daycare rate to cover the additional care. Typically, in a similar situation, I send a message like:

"Hey (Client's Name)! I'm sorry to hear that you're having trouble with your flight. I'm happy to continue to watch (Pet's Name) until you're able to make it back. Because the delay will cause you to arrive outside of my pick-up hours, I can send over a prorated daycare booking to you. This will ensure that (Pet's Name) continues to be covered by insurance until your return. My dog and (Client's Pet) are having a ton of fun together, so I know they won't mind a little extra playtime. If you're not comfortable with the extra charge, please let me know, and I can make myself available to have a friend or family member pick him up from me instead. I'm happy to help in whatever way you're most comfortable!"

I am flexible with clients who have flights, but I also set boundaries on pickup times. Regular kennels are not open 24/7 and I don't think we should be either.

It all depends on how much later the client wants to pick up the dog. If it's more than about 4 hours, I think you are justified in charging for an extra day stay, especially if it ends up being a late night situation. If you want to keep this client for future stays, tell them that you are willing to be flexible but you do have rules. If not, then just say your hours are X to X and you can't be responsible for unexpected delays (in a tactful way of course). Keep Rover in the loop, maybe they can help smooth the client's feelings.

If it were me and my arrival time keeps getting pushed back, I would rather wait and pick up my dog the next day anyway. Getting home in the middle of the night, then having to go get the dog, is not the way I would want to end my trip. Give me a chance to rest a little before picking them up.

I always make clear the fees and importance of pickup drop off times when I meet a new client. All have been agreeable that an extra fee is ok. If the person gets angry, don't push it. Lose the extra fee and never rebook. Only encourage good repeat clients.

Keep in contact with Rover about what is happening. Explain to him that you understand that it is not his fault that his return has been delayed, but that the delay has resulted in extra boarding. Maybe this is an expense that the airline can reimburse him for? Have him raise a stink there. Personally, I am fairly flexible with pick-up times and do not go by strict 24 hour blocks of time as long as they are paying for the overnights. I've had clients pick up at 9pm or sent a friend/relative pick up in such instances as well.

Keep your communication professional and get Rover to help.