Have you ever been in a situation where you know a Guest pup isn’t the right fit for you, but you’re not sure how to let the pet parent know? If you’ve had that feeling of uncertainty on how to say “no,” you’re not alone, and we’re here to help!
Responsiveness, gentle honesty, and being generally helpful are key to a great Guest experience. Whether you’re already booked up, or you’re uncomfortable with certain breeds, we never want you to be in an uncomfortable situation. Here are a few tips for making sure all pet parents have a great experience with DogVacay:
Always Respond to the Request!
If you don’t feel like you’re the best fit for the request, that doesn’t mean you shouldn’t respond to it! Ignoring it is not only a bad Guest experience, it also negatively impacts your Response Rate which affects your search ranking as well.
Be Truthful, but Gentle.
It’s ok to be honest and tell someone if you’re not the best fit for their pup, because we want their pup to have the BEST Vacay possible. That means finding the best possible Host for them.
What is important though, is to do this in a gentle and positive way. Whether you only Host small pups or don’t feel totally comfortable with certain energy levels, it’s okay to say so, but position it in a way so that the Guest knows you want their pup to have the best possible Host for them.
Please note, while it may be tempting to use availability as a reason to turn down a Guest you’re not comfortable with, if your calendar says available…this a very negative Guest experience, and feels very insincere to the Guest! It may be uncomfortable to be honest, but we have some helpful phrases you can use below.
If Possible, Refer Them to Another Host.
Do you know another local Host nearby, or have you heard spectacular feedback from other Guest parents? If so, recommend them! If you don’t know the Host personally, be sure to disclose that to the pet parent.
Refer Them Back to DogVacay!
If you can’t accept a request, ALWAYS refer them back to DogVacay! We have a diverse community of Hosts, and our Concierge team is here to help pet parents find the perfect Host for their pups.
Try These Helpful Phrases When You Can’t Accept a Request.
For a request without a Meet-n-Greet:
Hi “Pet Parent Name.” Thank you so much for thinking of me for “Pup’s Name” Vacay! I want “Pup’s Name” to have the best Vacay possible, but unfortunately, I may not be the best fit for them. DogVacay has a lot of great Hosts, and their Concierge team can personally help you find the perfect Host for “Pup’s Name.” You can give them call at 855-364-8222. I’ll also let them know you need some help!
For a request after a Meet-n-Greet:
Hi “Pet Parent Name.” It was so nice meeting you and “Pup’s Name”! I really appreciate you considering me for your pup’s Vacay. I know how important it is to find the perfect Host for your pup, and unfortunately, I may not be the best fit for “Pup’s Name.” DogVacay has a large community of amazing Hosts though, and their Concierge team can personally help you find the best Host for “Pup’s Name.” You can give them a call at 855-364-8222. I’ll also let them know you need some help!
Do You Already Have a Challenging Pup in Your Care?
Call the pup parent for tips. The pup may be experiencing separation anxiety which typically occurs the first 24-48 hours of a Vacay. You should also notify DogVacay if you need assistance!