We’re launching a clearer way for all members to manage sit cancellations directly, and I wanted to tell you a little more about it.
What’s changed?
We understand that plans can change, so we’ve introduced a more consistent and straightforward way for sitters to cancel a confirmed sit on the TrustedHousesitters platform, rather than relying on owners to cancel on their behalf or via Membership Services.
Why are we making this change?
We’re improving communication. If a sit is cancelled, the other party is made aware immediately, the dates are automatically re-listed, and support from our Membership Services teams will be offered - we also encourage anyone cancelling a sit to share a short message to the other party and let them know.
Should your plans change, we’re providing a consistent experience for owners and sitters, making things fairer for everyone.
This new process is faster. Automating steps and reducing the need to contact Membership Services will speed the process up.
Where can you find more information?
This blog covers everything you need to know and we’ll be contacting all members by email with more information
Our cancellation policy remains that members should only cancel if there are extraordinary circumstances.
That’s great news @Jenny. At last we’re getting something we’ve wanted for quite some time. This will definitely make the process simpler. Hopefully it won’t be abused and cancellations on both sides will only be for extraordinary circumstances although we know that isn’t always the case.
Certainly a change that makes sense. Let’s hope that the drive for new members who might not necessarily adhere to the “trusted” and “mutual exchange” aspects of the site doesn’t lead to something of a Pandora’s box. By the way, any chance THS could drop the “pet parent “ label? Makes me cringe
I would like to see cancellation records displayed on both the sitters and hosts profile. I even would like it to be detailed. Date they confirmed and date canceled. If I am interested in a host and I see a cancellation I would like to ask them about it on the live conversation we have if it gets that far. How they answer the question would be part of the screening to me. I also think there are some sitters that just cancel because something better comes along. Maybe they are on more than one traveling site or maybe their partner has a different profile and both apply to different sits. Not right but sitters are a big population and some have the attitude this is a free service so I can cancel. If it is put on their profile I really believe there would be less cancellation if they have to constantly explain their bad behavior. Also, there are hosts that leave THS because of a cancellation last minute and I don’t like losing a good host.
Thanks to everyone who has given their feedback so far, it’s great to read it! @SeniorSitter1 I have passed your suggestion over to the team. As always, if I hear anything back, I’ll let you know!
A cancellation should occur due to special circumstance and, I would think, only happen once. So, I wouldn’t need to know if a HO has cancelled a sit in the past.
However, if it has occurred more than once, I would definitely want to know. For international travel, I book my flight as soon as accepted for a sit. Unless using miles, there’s no canceling without penalty. So, I would probably avoid such HOs, unless there’s a clear and justifiable explanation in their narrative.
Ok, a few more things about cancelation. Unless both parties mutually agree on a cancelation, should the canceling party be able to set up a sit for the dates that were canceled? In other words, maybe a penalty for those who cancel without a reasonable/acceptable explanation?
In addition, for those who claim illness, injury, family emergency… for their reason to cancel, they should not be able to pursue a sit for the canceled dates. A simple way of keeping people honest?
I’ve been a sitter with THS since 2018. I have never cancelled a sit or asked the dates to be changed. However, I have been cancelled on. It is also a VERY regular occurance that after confirmation - the hosts change the dates. I mean, frequently. I don’t need to explain how disruptive this is; though I have always been accomodating and understanding. I would very much like to see past cancellations post confirmation reflected on profiles. I would also like further encouragement for the hosts to keep to the agreed upon dates.
I’m actually really glad to see this because I’m currently having second thoughts about a confirmed sit– one of those situations where there’s a surprise in the Welcome Guide that would’ve kept me from applying in the first place if it was in the listing or if they mentioned it during our talks.
The dates are months away, so the owner can definitely get another sitter. And if I can cancel it myself, I dont have to wait for the HO to cancel it for me (they’ve been VERY slow in replying to messages, more than a week waiting for replies sometimes). It’s a relief not to feel “trapped.” And I’ll of course let the HO know whyI’m canceling and suggest that put that info up front where potential sitters can see it.
I do understand concerns that people could abuse this option, but honestly I think most people will use it responsibly because I believe most sitters (and HOs) are responsible people! It’s only the outliers that get a lot of attention (and infamy).
That punishes the people who cancel for legitimate reasons. The people without valid reasons won’t care. As you said, if someone has a cancellation on their profile, every time they have a video chat they will have to discuss it. If they had a death in the family, a health issue, a traumatic event, they would have to relive it on every call and have the other person judging whether they think it was a valid reason. If I ever had some emergency and had to cancel a sit, I would absolutely never, ever discuss that personal information with some HO that I know nothing about. So, if THS ever goes that route and I ever have to cancel a sit, I would quit THS immediately.
This is helpful. One thing is unclear. Will the sitter immediately be able to apply for sits?
I have had two sits cancelled by homeowners after they had already begun. They let me know but were unable to cancel via TH until later due to travel. They asked me to try and do it. But it was not cleared until after they were able to make contact later. I was left without the access to find replacement sits until that time.
(Both hosts had valid reasons to cancel and one continues to host me regularly.)
If you haven’t already, it’s worth giving the blog a read as it also shares some info for pet parents as well, and reiterates that the cancellation policy itself has not changed, and should only be used in extraordinary circumstances.
I agree with you completely. The problem is that anyone can abuse the valid excuse system and simply say something happened that did not. I don’t think anyone should have to explain/rehash a death in the family or trauma - but I do think there could be an argument made to alert other potential members about a member who makes a habit of canceling; or has even simply cancelled more than once.
@Jenny just curious but does or will cancellation allow for reasoning to be captured? Even if optional, I think it would be nice to see a cancellation rate (as others have mentioned) as well as an option to provide context for reasoning for both ho/hs.
@Sarah88 the thing is there is really no way to make cancellations public without hurting those who cancel for legitimate reasons. I think it would be better for THS to track it internally and then they could investigate if there is a pattern of cancellations. Although, I still wouldn’t be giving THS personal health records, death certificates, etc to prove a cancellation was valid.
And I’ll of course let the HO know whyI’m canceling and suggest that put that info up front where potential sitters can see it.
