Hi, new to THS and really sad to already be needing to reach out. We confirmed a sitter a couple of weeks ago but since then have had no response to our messages and the last 2 haven’t even been read. We need to put a plan B in place as we go away next week.
Can I cancel without being penalised as I am unable to contact them? I contacted the help team this morning and I’m waiting for an email but time is ticking and we will need to make a decision this afternoon.
Do you have what’s app and/or email to reach out @barchester (as well as through the platform which can be clunky sometimes?) You won’t be penalised for cancelling if they’re not responding to you. You need clarity. Did you mark your email URGENT to support as that will speed things up for you too. Hope it resolves itself 
@barchester as a new member of Trusted Housesitters, I am really saddened to hear this for you.
Unfortunately I cannot help much but I hope a Moderator or someone CAN help you very quickly. Where do you come from may I ask? Time zones can be awkward when awaiting replies.
All the very best and I hope it works out for you 
we have allowed for time zones.
I contacted customer support through the online chat. It said it would get someone from support to email me.
Then I would hope that you have their number and can call them on the phone.