No-shows and last-minute cancellations hurt more than just your daily revenue. Empty kennels mean missed opportunities, wasted staff time, and lost income that’s nearly impossible to recover. Here’s how to dramatically reduce them.
📊 Crunch your numbers: Use our free Pet Business Revenue Calculator to model your facility’s income and profit across all your services — with seasonal demand and capacity planning included.
Understanding Why Clients No-Show
Before solving the problem, understand it:
- Forgot the booking - Life gets busy
- Plans changed - But they didn’t think to tell you
- Found alternative care - A friend or family member became available
- Pet got sick - Legitimate reason, but still hurts your business
- No consequence - If there’s no penalty, why bother canceling?
Strategy 1: Require Deposits
Deposits are the single most effective way to reduce no-shows.
How to Implement
- Charge 25-50% of the booking value at time of booking
- Make deposits non-refundable within 24-48 hours of the appointment
- Allow deposits to be applied to rescheduled bookings
What to Expect
- Initial resistance: Some clients will push back
- Better clients: Those who do book are more committed
- Fewer no-shows: Industry average drops from 10-15% to 2-5%
How to Position It
“Deposits help us hold your spot and ensure we have appropriate staff coverage. Your deposit is fully applied to your booking.”
Strategy 2: Automated Reminders
People genuinely forget. Help them remember with:
Reminder Timeline
- At booking: Confirmation email with all details
- 1 week before: “Your booking is coming up” email
- 2 days before: SMS reminder with booking details
- Day before: Final confirmation request
What to Include
- Date, time, and duration
- What to bring (vaccination records, food, medications)
- Cancellation policy reminder
- Easy way to confirm or cancel
Strategy 3: Easy Cancellation Process
Make it easier to cancel than to no-show:
- Online cancellation through customer portal
- Text-to-cancel option
- Clear deadlines for penalty-free cancellation
- Reschedule option to retain the booking
If canceling is as simple as clicking a button, clients will cancel rather than ghost you.
Strategy 4: Waitlist Management
Turn cancellations into revenue:
- Maintain a waitlist for popular days
- Contact waitlist clients immediately when spots open
- Offer small incentives for waitlist clients who can book last-minute
Good kennel software automates this entire process.
Strategy 5: Enforce Your Policies
Policies only work if enforced:
First No-Show
- Charge the deposit
- Send a friendly reminder of your policy
- Require deposits for future bookings
Repeat Offenders
- Require full payment upfront
- Consider declining future bookings
- Document everything
Be Consistent
Apply the same rules to everyone. Exceptions undermine your policy and create resentment from clients who do follow the rules.
Strategy 6: Make Booking Valuable
Create incentives to keep bookings:
- Loyalty programs - Reward consistent bookers
- Package pricing - Prepaid packages reduce no-shows significantly
- Add-on services - Clients who’ve added grooming or training are less likely to cancel
Measuring Your No-Show Rate
Track these metrics monthly:
- No-show rate: No-shows ÷ Total bookings
- Late cancellation rate: Cancellations within 24 hours ÷ Total bookings
- Revenue lost: No-shows × Average booking value
Most healthy facilities maintain combined rates under 5%.
Technology That Helps
Modern dog daycare software reduces no-shows through:
- Automated reminders at optimal times
- Deposit collection at booking
- Easy online cancellation with waitlist integration
- Policy enforcement - blocking repeat no-shows
- Prepaid packages that reduce cancellation incentive
Sample Policy Language
Here’s policy wording you can adapt:
“A 50% deposit is required to confirm your booking. Deposits are refundable if you cancel more than 48 hours before your scheduled drop-off time. Cancellations within 48 hours or no-shows forfeit the deposit amount. We’re happy to apply your deposit to a rescheduled booking made within 30 days.”
Take Action
Implement these strategies and watch your no-show rate plummet. PetCare.Software makes it easy with built-in deposits, automated reminders, and easy cancellation management.
Start your free trial and stop losing money to empty kennels.
