Pet Fees

Process Goal:

Ensure accurate and efficient handling of guest pet requests and fees, balancing guest satisfaction with property policies, while maintaining clear communication and accurate billing. This process helps prevent misunderstandings and keeps all team members informed.

Instructions for Handling Pet Fee Requests

When a guest requests to bring pets, follow these steps:

If guest claims the pet is a service animal, click here to review our policies.

Step 1:

Verify Pet Policy

- Check if the property allows pets by reviewing the Team Notes section in the property's Breezeway profile.
  - NO Cats are allowed at any property.
  - If the property allows pets, it is dogs only.

- If the property allows pets:
  - Proceed to Step 2.
- If the property does not allow pets:
  - Send one of our two "No Pet" saved replies in Guesty to inform the guest that pets are not allowed.
    - If the guest has not yet been booked, send them the template message suggesting they look at one of our other pet-friendly properties.

Step 2:

Calculate Pet Fee

- Determine the number of pets and the number of days they will be staying.
- Calculate the pet fee: Number of Pets x Number of Days x $10.

Step 3:

Add Task in Breezeway:

- Create a task labeled "Guest Alterations Request" in Breezeway to keep team members updated on the fee adjustment.

Step 4:

Update the Reservation

- Follow the standard reservation alteration procedure to add the pet fee to the booking.
- Ensure that the guest is informed of the updated total and confirm that the alteration is reflected in all relevant systems.

How to Alter Reservations

Step 5:

Refer to the Accepted Alterations Page for the Final Steps

Once the alteration is accepted by the guest, continue with the accepted alterations procedure.

Accepted Alterations