Hi fellow host!
I would like your input on a issue that seems to be very common and is a definite problem.
I allow two animals max. I have a flat pet fee and a list of pet policies and rules I send out to each guest before their arrival. I do this to avoid any misunderstandings and this allows the guest to prepare themselves and animals before check-in.
Here is the issue I seem to be having. Guest are not adding their pets to the reservation. It seems to be a consistent problem lately. I also have guest that tell me they are bringing their dog, but not add the animal to the reservation (nothing about a service or emotional support animal). I am constantly chasing after people for the pet fee after they check-out. This is definitely upsetting many guest as they say they didn’t know there was a fee. It does state that in my description (but we all know most people don’t read all the info anyways!)
Here are my concerns and feedback from guest:
1) Guest who actually do add their pet to the stay are marking me down under “value”
The pet fee doesn’t show up separately in the breakdown for guest, so by the time the review process comes around, guest are valuing my place and forgetting that there was a pet fee added into that price.
2) One guest got upset and said I shouldn’t charge a fee and that I should add it into the nightly rate so there are no hidden charges. I explained if I raised my prices to reflect a pet fee, that would be unfair to the guest who do not have pets and I would also loose bookings because my prices would be too high.
3) I also understand that I can not charge for service animals/emotional support animals. That’s completely fine, but don’t the owners still need to let us know that they are bringing a dog and doesn’t the same pet policies/house rules apply?
I wish that guest had to answer a few questions as part of their stay and were not allowed to skip this part.
*Are you bringing a pet? Yes or No
*How many pets?
*What type of pet?
How do I get guest to add their pet to the reservation?
How do I get them to understand that there is a separate pet fee that goes towards all the extra cleaning and work it takes to allow them to have their pet?
Allowing a pet, is allowing guest to travel with their best buddy/fur baby’s. I provide a safe, welcoming home for all to enjoy. I would just think that the small pet fee is worth having a fun and memorable experience with their animals.
Any advice is very much appreciated!
Thanks & Happy Hosting.