In the pet boarding industry, one thing that never gets easier is dealing with last-minute cancellations or no-shows. You’ve prepped the kennel, assigned staff, and blocked off space, only to find out the client isn’t coming after all. Not only is it frustrating, but it also costs your business both time and money.
Whether you run a busy facility or a smaller operation, setting up a process to handle cancellations and no-shows is crucial. With a little planning (and the help of tools like dog boarding software), you can protect your schedule, your revenue, and your team’s time.
1. Create a Clear Cancellation and No-Show Policy
The first step is simple: Set expectations. A clear, easy-to-understand cancellation policy should outline:
- How far in advance clients must cancel
- What fees apply for late cancellations or no-shows
- Whether deposits are refundable
This policy should be available on your website, included in appointment confirmations, and explained at the time of booking. It may feel awkward at first, but transparency helps avoid miscommunication and shows clients you value your time—and theirs.
2. Use Deposits to Secure Reservations
One of the most effective ways to reduce no-shows is by requiring a deposit at the time of booking, especially during peak times like holidays and school breaks. It shows the client is committed, and it ensures you’re compensated even if they cancel at the last minute.
Some facilities charge a flat fee, while others take a percentage of the total stay. Whichever you choose, make sure the policy is clearly communicated upfront.
If you’re using pet boarding software like Kennel Connection, collecting and tracking deposits become much simpler—and you can apply them automatically at check-in.
3. Automate Appointment Reminders
Many no-shows happen because clients simply forget. Automated reminders through text or email can significantly cut down on missed appointments. Send one a few days before the scheduled boarding, and another the day before.
With kennel software, you can set these reminders to go out automatically, freeing up your team and ensuring consistent communication.
4. Offer a Waitlist to Fill Openings
When a cancellation happens, don’t let that spot go to waste. Keep a waitlist of clients who are interested in short-notice openings. With just a few clicks in your software, you can reach out to them and refill the slot within minutes.
Kennel Connection’s dog kennel software makes it easy to manage waitlists and notify interested clients when a space becomes available.
5. Track Repeat No-Shows
While most clients respect your time, some may develop a pattern of last-minute cancellations or no-shows. Use your boarding software to flag these clients and keep notes on their behavior.
For clients who cancel often, consider requiring prepayment in full or limiting their ability to book during busy times. This helps you prioritize reliable customers while keeping the door open for those who want to improve.
6. Be Professional and Consistent
Even when a cancellation is frustrating, professionalism matters. Train your team to respond with kindness, but also with consistency. Reinforce your policies gently, remind clients about deposit terms, and offer to help them reschedule.
It’s not just about enforcing rules, it’s about building trust and boundaries. When clients know your time is valuable, they’re more likely to respect it.
7. Let Your Software Do the Heavy Lifting
From tracking deposits to sending reminders to managing client notes, the right dog boarding software can completely streamline how you handle cancellations and no-shows. Instead of manually updating spreadsheets or relying on sticky notes, everything lives in one organized system.
Kennel Connection gives you the tools to implement strong policies, automate communication, and make smarter business decisions based on data, not guesswork.
Final Thoughts
Cancellations and no-shows are always going to happen—but they don’t have to derail your day. With clear policies, proactive communication, and the support of reliable dog kennel software, you can turn these challenges into opportunities to run a more efficient and professional pet care business.
Learn how to prepare pets for boarding with kennel software.
