Three dogs at a one-dog cottage
A guest booked a cottage through a channel that did not ask about pets. The day before arrival, they mention they are bringing three dogs. The property allows one small dog. Your team has to decide whether to refuse, accept for a fee, or suggest another property. Meanwhile, the cleaner at the next changeover finds dog hair everywhere and needs extra time the schedule did not allow.
The pet fee was never charged on another booking because the guest mentioned the dog in a message nobody linked to the booking.
Why pet bookings are messy
Each channel handles pets differently, and some let guests book without saying they are bringing one. Pet rules vary by property: number of dogs, size, which rooms they can go in, whether there is an enclosed garden. And the information about pets arrives in messages rather than booking fields.
The consequences, fees and cleaning, depend on that information reaching the booking record and the cleaning schedule.
What that costs
Missed pet fees are income lost for the owner and the agency. Extra cleaning time is not planned, which makes changeover days harder. Properties that are not dog-friendly get dogs anyway, and allergic guests who follow them complain. Owners worry about damage and are less willing to allow pets at all.
The pet handling we build
We build pet handling that captures details once and makes sure they reach everything that depends on them. The rules and fees are yours and the owners'.
- Property pet rules: each property's rules are recorded: whether pets are allowed, how many, sizes, areas and the fee.
- Pet details capture: guests are asked about pets in the booking confirmation or pre-arrival form, whatever channel they booked through, and pet mentions in guest messages are spotted and linked to the booking.
- Rule check: bookings with pets that break the property's rules are flagged to your team straight away, with alternatives offered where suitable.
- Fees: pet fees are added to direct bookings or collected by payment link for channel bookings where the channel's rules allow.
- Cleaning: pet bookings add a pet clean task and extra time to the next changeover, so the cleaner is prepared.
- Allergy notes: properties that are not pet-friendly can be marked, and guests who have asked about allergies can be steered away from properties with a recent pet stay if you want that.
| Step | Before | After |
|---|---|---|
| Pet details | Mentioned in messages, sometimes | Asked for on every booking |
| Rules | Checked by memory | Checked against the property's rules |
| Fees | Often missed | Added or requested automatically |
| Cleaning | Found on the day | Pet clean and extra time scheduled |
After the change
Pet details are on the booking before arrival. Fees are collected consistently. Cleaners know which changeovers need extra time and bring the right equipment. Owners who allow pets can see the fees and any issues, and are more comfortable keeping their properties dog-friendly.
Is this how pets are handled?
- Pet details arrive in messages rather than booking fields.
- Pet fees are sometimes missed.
- Guests have brought more pets than a property allows.
- Cleaners find out about a pet stay when they arrive.
- Owners are nervous about allowing pets.