I’m posting here because I’m extremely concerned about how a recent situation has been handled by TrustedHousesitters, and I’m hoping for guidance or shared experiences from the community.
I had a sit fully confirmed for over 3 months, with a total duration of 44 days. Unfortunately, the host had to cancel their trip at the last minute. While I understand that emergencies can happen, the way this has been managed by the platform is unacceptable.
The sit was cancelled without my authorization or consent, and since then I have received little to no clear response from TrustedHousesitters support. I have repeatedly explained that this sit had a major impact on my life planning — including:
my work schedule
daily routine
personal commitments
and financial costs already incurred
Because of this, I asked the platform for a clear guarantee that I would not be left unsupported, especially since the cancellation was not my fault and the sit was long-term.
The only response I received was that there may be a refund, but only after I make another booking, and even then there is no guarantee that the refund will actually be approved. This essentially means I’m being asked to take on further risk and costs with no security.
In my view, this is unfair considering:
the sit was confirmed months in advance
the cancellation was initiated by the host, not by me
the sit duration was significant (44 days)
Has anyone else experienced something similar?
How was it resolved by TrustedHousesitters?
Is there a more effective way to escalate this issue and obtain a concrete response or real protection from the platform?
Yes, that is how cancellations are handled. This is just a matching service and there are no guarantees. For sitters, THS just tells you to look for another sit. If the sit is cancelled with 14 days of the start date and you have premium you can pay for alternative accommodations (following all the rules including that the accommodations must be within 20 miles of the sit), then submit a claim and you might be reimbursed up to $150 a day with a maximum of $1500 (USD, I assume the numbers are comparable for other currencies).
I’ve had 5 sits cancelled (all at a cost to me). Only one was within 14 days and I was able to successfully get reimbursed $1500 a few months later for that one. The accommodations cost me $2000, but at least I got $1500 back. One was cancelled 16 days out, so the extra 2 days made it ineligible for the cancellation plan.
Olá Systaran, obrigada pela sua partilha.
Após quanto tempo você recebeu o reembolso dos custos de alojamento?
Alguma informação a mais que eu deva ter em consideração?
Por exemplo: comprovativos de reserva através de plataformas de alojamento airbnb ou booking?
Além dos outros requisitos de distância 20milhas , e valor limite diário US$ 150, o comprovativo de reserva através destas plataformas é o suficiente, ou tenho de provar algo mais?
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Hi Systaran, thank you for sharing.
How long did it take for you to receive the reimbursement for accommodation costs?
Is there any other information I should consider?
For example: proof of booking through Airbnb or Booking dot com accommodation platforms?
Besides the other requirements of 20 miles distance and a daily limit of US$150, is proof of booking through these platforms sufficient, or do I need to prove something else?
(Translated by the Forum team using Google Translate)
What was the reason given by the owner for cancellation? The owner doesn’t need your authorisation to cancel, as the owner is the only one who can cancel a sit on the platform. I presume it was for an emergency as you suggest as such.
As @systaran states, THS is simply a matching platform and it is up to you and the owner to ensure the sit goes smoothly. The host owes you nothing, just as if you had to cancel for an emergency you wouldn’t owe the host anything.
A cancellation is unusual but can happen and both owner and sitter should have back up plans.
Good luck!
@Tânia sorry to hear about your situation. We have been in a similar situation.
Some things to be aware of :
the sit cancellation plan is only available for Premium members
Even if your claim is approved it will only cover 10 days of alternative accommodation costs and $150 will be deducted .
It will not cover 44 days .
We had a similar situation recently , the sit was confirmed 8 months in advance - Duration of sit = 1 month which included Christmas Day and New Years Day. The Sit was cancelled by the host 3x days before start date -
There’s a thread about how to make a successful claim ( which we have done in the past )
Some of the other options available to you are to look and apply for alternative THS sits - maybe at a different location - or stay home ( which is what we decided ) .
I’m not clear on what type of support or refund you are looking for from THS. Alternative accomodations? As others noted it is available with premium membership but not for 44 days. Refund of airfare? I don’t think THS reimburses that at all, it would be up to sitters to buy travel insurance for this. Unfortunately this is a matching service - you have no lease or rental agreement in place for the home and therefore you have no legal rights to stay there. While it may be unfair it is the risk that sitters take.
Frankly everyone’s daily routine, personal and work commitments get disrupted from time to time by life events that are out of our control. That is life and no one can ‘guarantee’ or fix it when it does happen.
This is not correct. The cancellation plan will cover a maximum of $1500 (less $150 excess) for up to 30 nights per year. If you can find accommodation for $50 it will stretch to the 30 days.
If you have premium membership there is the sit cancellation plan that can assist with covering alternative accommodation costs. If you have this you should familiarise yourself with the terms and conditions fully, as you need to pay and claim back.
If you do not have premium then THS has no obligation to help you. That this has has a major impact on on your plans would not be disputed by anyone but I’m not sure what support you require from them. They cannot provide you with another sit as they are not theirs to give away. They will not reimburse you for travel or other incurred costs. Your time would perhaps be better spent attempting to find another sit and getting what help you can from THS rather than demanding guarantees which they will not provide.
Olá Smiley, os anfitriões são uma brasileira e um americano. Eles iam passar o final do ano no Brasil com a família, o que aconteceu é que ele não tinha visto para o Brasil (regra nova) e a companhia aérea informou na vespera do voo que ele não poderia embarcar. Eu sei que ele não tem nenhuma obrigação, mas nas políticas da THS o sit so pode ser cancelado após confirmação de ambas as partes, além disso fui avisado com menos de 24 horas,ja tinha toda programação de deslocamentos, trabalho e horários definidos.
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Hi Smiley, the hosts are a Brazilian and an American. They were going to spend the end of the year in Brazil with their family, but what happened is that he didn’t have a visa for Brazil (new rule) and the airline informed him the day before the flight that he couldn’t board. I know he has no obligation, but according to THS policies, the booking can only be canceled after confirmation from both parties. Furthermore, I was notified less than 24 hours in advance, and I already had all my travel plans, work schedule, and timetable defined.
(Translated by the Forum team using Google Translate)
Not sure where you read about both canceling but it has been it has been written on this forum, and my experience, that an HO can cancel. A sitter cannot. A sitter has to request a cancellation from an HO.
Remember, a sit must only be cancelled if both you and the other member agree, or if there are any extraordinary circumstances. This seems like extraordinary circumstances if he cannot get on the plane. Strange that he didn’t know he needed a visa.
I don’t believe there is a policy that requires you to consent to cancellation. The actual terms say you only need to be notified on the cancellation, which you were.
Here is the relevant section from the current THS terms and conditions:
5.1.15. only cancel a Sit (or complete a Sit early) if there are extraordinary circumstances and you will immediately notify the Pet Parent or Sitter (as applicable) of this.
I agree it is strange the HO was unaware they needed a visa.
Ha! 2 years ago was my first trip to Australia where my wife is from. We left the lounge and headed to the gate, and heard our names being announced on the loudspeaker. My relaxed pre-trip post lounge mild buzz turned to a panic attack as the gate attendant informed me I needed a visa. It never occurred to either one of us.
As per the gate attendants instructions I downloaded the app and had the visa just in time to make the flight.
We’ve had a sit cancelled a few days before it started. It took about 10 days to be reimbursed from the claim. The things THS wanted were proof of cancellation from the host, proof of no other sits available close by for your dates, copy of accommodation invoice and proof it was within 20 miles of original sit. All needs filing within 24 hours or hosts cancelling so hopefully in process for you. There’s no coverage for air fares or loss of earnings/travel etc in the premium membership. Try for a new sit as it’s so long or plead your case with the airline and they may give you a credit. #worthatry
@Ray2, really sorry to hear of cancellation.
Some great advice already left. We’d agree with @Ray2 comments.
Assuming that you’re a Premium member - otherwise you have zero coverage - then strongly recommend that you read the policy terms of THS Sit Cancellation Insurance (weblink below).
We have faced two sit cancellations. We only read terms after first cancellation. In second cancellation, we were eligible for Sit Cancellation Insurance. No guarantee was provided (as need comply with terms re alternative accommodation) but we did receive funds minus US$150 a month or so after claim submission.
Policy coverage is max US$1500, with excess US$150 and max US$150/night. There are quirks in terms (read them).
The policy is poor for long duration sits - seems exceptionally unlikely to cover cost of accommodation for 44 days. The policy is also poor for short duration sits - US$150 excess. And multi-year inflation has eroded real-life value of alternative accommodation covered by THS policy. Rather the policy intent appears to provide alternative accommodation for several days to let housesitter fill modest gap or to find alternative listing.
I? And not once, but twice!!! Yet, I am an avid traveler.
A few years ago, I flew from the US to Canada. While boarding, I discovered I needed a visa, or rather, the Canadian equivalent of an ESTA. Thankfully, I was able to apply online and receive the authorization in seconds.
Exactly the same thing happened a couple of years later when I flew to Seoul.
Hopefully, I have finally learned my lesson. Now, especially now, I always make it a point to check visa requirements well before I head to the airport.
Umm … were these your first forays out of the USA? Or on previous trips had other people taken the responsibility maybe (work/partner/parents)? It’s just seems really puzzling to me as a Brit …
How do you that. A screenshot of your search with no results?
I wonder what would happen if there are sits available but the owners don’t consider your application or just ignore it?
That is what we provided when we made a successful claim -
I don’t know if it was required BUT we wanted to cover all bases .
The Sit Cancellation terms say
“3. Alternative House Sit
(a) Where time allows, Sitters must allow Us to recommend alternative house sits that may be of interest
(b) Where Pet Parents cancel a Sit at short notice or during the Sit, Sitters must allow Us to attempt to source an alternative house Sit where possible.”
It is difficult to see how this term could be enforced in practice, since even if you applied for a sit recommended by THS, they could not compel the hosts to accept your application.
But to cover ourselves we sent a screenshot showing no last minute sits in the area …we would have searched for that anyway as we would have preferred a ( suitable ) sit to alternative accommodation .
but at least they don’t check your social media:rofl: