I was due to sit today, for a week, and had arranged it 3 months ago whilst I was still in Australia. I have been messaging them since June and got no answers, so THS looked into it for me and I got an email from owner saying they’ve been away, and apolgised. They messaged over the weekend that they had a screen for me to use, and also coffee maker and blender if I need it. So it was all looking good.
Yesterday morning I got a message saying they had to cancel due to unexpected matter, and that they had read terms and conditions, and could only cancel if I agreed to it.
What does that even mean? If I didn’t agree to it, did they have to move out and let me stay? Of course I did the kind thing, and said I would let them cancel it, and got a notification that the sit was cancelled. No other message of ‘sorry about this, I hope you have alternative arrangements, blah blah blah’.
It feels very disrespectful to have so little communication over a couple of months, I followed it up in case they didn’t want me anymore, so I could get somewhere else, and they reassured me they still planned on having me stay. Then the day before cancel.
I like many others, had no idea about a premium membership and insurance for cancellations.
Maybe THS can refine their rules some; that if a host cancels within a week of the sit, for instance, unless they can document the urgency of the change; then Host agreed to pay for the Sitter’s upgrade to the Premium program for a minimum of a year?
Which of course, wouldn’t help the Sitter w the ‘day before’ cancellation, but would certainly make the House Host think twice before canceling, plus would help alleviate future worries by the poor Sitter, who was cancelled on, at the last minute?
While these last minute cancellations are certainly problematic, it isn’t realistic to expect THS to hold hosts to any sort of reimbursements, ‘penalties’ and such when it comes to cancellations. It would be difficult to enforce and would have a negative impact on membership for sure.
If THS required hosts to cover any sort of costs related to cancellations–including covering upgrades to premium membership–it would only be fair to require sitters to contribute to costs host may incur if a cancellation leaves them resorting to paid sitters or boarding services. And I am sure sitters would not be okay with that.
The same goes for setting strict rules around cancellations that would put THS in the position of ‘investigating’ them and requiring documentation of various kinds to determine whether they are valid or not. It is just not realistic.
At the core, they are a matching platform and as such, their level of involvement will be more limited in many respects. Every time they get more involved in the process no one ever seems to like the results so I prefer they insert themselves as little as possible. A lot of ideas that sound good in theory would be anything but in practice.
It is unfortunate what happened to this sitter and while I think these sorts of scenarios are rare, they are a possibility.
THS is essentially a sophisticated matchmaking service — it connects homeowners and sitters, and that’s where their role ends. They aren’t a judicial body, and they don’t have the legal authority or resources to decide whether a change is “urgent” or to enforce judgments.
Once a match is made, it’s up to the homeowner and sitter to manage the arrangement and take responsibility for their own actions.
A simple analogy: if a traditional matchmaker introduces a couple, and one person is later unfaithful, you wouldn’t go back to the matchmaker expecting them to fix it. The couple works it out themselves, or—if there’s a legal issue—involves the actual judicial system (think: child support). They might inform the matchmaker so that the cheater’s behavior can be taken into account for future matches - but that’s all.
For members worried about last-minute cancellations, THS does offer insurance to help offset the financial impact.
Yes the lack of communication when you’re going out of your way to help is disrespectful, you should have backed out when they didn’t respond within a timely manner, but at least you know what type of pet parent you DON’T want next time.
There are beautiful owners on this site, we’re really lucky to have helped the most lovely pet parents, you were just unlucky to have a one that didn’t maintain the good nature of this site. Most are not like that at all. You’ll discover that for yourself. It’s a brilliant site.
Thank you Deb. You and @DaisyEllasmom have had some empathy, which is lovely. Clearly, we ALL now know about the premium membership and getting insurance. I thought it was important to highlight what happened to me, to warn other new comers to be cautious.
I’m so sorry this happened to you @Theresa.downunder ! Welcome to forum, though!
You have been very forthcoming and patient with them, re. lack of timely communication, it seems. As the appliances was mentioned just before, I understand that you ofc would expect the sit to happen.
Unfortunately these things can happen for a variety of reasons. Some good explanations - and some not at all. From health emergencies to just getting a friend to sit. Was the host an experienced host with several good reviews - or a new one that got cold feet, etc. Something to consider when choosing what to apply for and to confirm - but even the most conscious member can et into this situation.
All members should have a plan B, if for nothing else - peace of mind. Hope it works out for you!
I imagine if you don’t agree to a cancellation before the sit starts, the sit will be on the books. Which means whether it takes place or not, it can be reviewed.
This is not in the spirit of THS ,sits should not be cancelled by either member unless there is an exceptional reason . You could report the hosts to member services.
That won’t solve the immediate problem of the sit cancellation . However you could look at last minute sits and it may still work out well for you but for another host .
…it would no doubt also require additional hands and labour.
Nevertheless, they’re already quite firm in attempting to enforce that guests shoulder any veterinary costs themselves in the event of unforeseen emergencies.
@Theresa.downunder , gosh that’s awful. We have experienced two cancellations by Pet Parents, on start day of housesit. Deeply unfortunate.
Sorry to hear that you were not aware of premium membership and sit cancellation insurance. While it does have some quirks and limitations then, in some situations, it can provide very useful financial support and perhaps alleviate some risk. In case helpful for the future …
I’m sorry this happened to you. Here is what I know as a homeowner. As a homeowner you can “unconfirm” a sitter and then delete the dates or move on and find someone else as long as the sit hasn’t actually started. However, you get various warnings that there are consequences for doing this without an extraordinary reason. It is possible to “dispute” a cancellation which means you ask THS to look into the matter, but there is no way for THS to force them to have you sit for them.
Maybe they talked to someone at THS who warned them you could dispute so they were trying to get your permission. This isn’t clear to me. You can dispute anyway which just means that THS will look into it and at most give them a warning. There is no way to get them to pay for any fees lost owing to the cancellation or alternative accomodation.
That’s not it. If the sit hasn’t started, the homeowners can unconfirm without the sitter’s permission. Maybe it’s within 24 hours or something. I haven’t heard of this before.
With sits that were arranged well in advance, we always check in with a sitter 30 days out. That contact serves a few purposes: reestablishing communications, assuring the sitter we’re good to go, asking their travel and arrival plans, checking whether they wish us to stock specific items for their first day or 2, coffee/tea maker specifically and so on.
We expect and unusually receive a timely reply. 30 days gives us plenty of time to reestablish communications or move proactively in a different direction if we can’t.