# False allegations by host - Account blocked **URL:** \ **Category:** Sitter Questions, Advice & Chat\ **Created:** [13 September 2026 10:10 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910 "2026-09-13T10:10:13Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![PcCatwhisperer](https://avatars.discourse-cdn.com/v4/letter/p/e480ec/32.png) [@PcCatwhisperer](https://forum.trustedhousesitters.com/u/PcCatwhisperer)\ **Post date:** [13 September 2026 10:10 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/1 "2026-09-13T10:10:14Z")
Has anyone else experienced this kind of mismanagement by TrustedHousesitters? I submitted a complaint about a very difficult sit: the host was hostile throughout, cancelled the sit 23 days early after changing her plans, and showed very little concern about the significant disruption this caused me. The host subsequently made a series of allegations against me, including that I had malnourished the pet and left the property in an unacceptable condition. I dispute these allegations completely. TrustedHousesitters then blocked my account, telling me I had failed to respond to the host’s complaint — except **they had never actually sent me the complaint**. I was given no opportunity to respond, and it appears they had not reviewed my previous complaint or the notes from my conversations with other customer-service representatives. It has now been four days with my paid account blocked and no meaningful response. I also had another sit immediately afterwards that received five stars and went extremely well. Has anyone experienced anything similar, or successfully escalated a situation like this? I would appreciate any advice. ---
**Author:** ![Maeve](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/maeve/32/28858_2.png) [@Maeve](https://forum.trustedhousesitters.com/u/Maeve)\ **Post date:** [13 September 2026 10:25 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/2 "2026-09-13T10:25:23Z")
Hello @PcCatwhisperer and welcome to the Forum. I’m sorry to read of your unfortunate experience. Please see the direct message (DM) I’ve sent you. ---
**Author:** ![Silversitters](https://avatars.discourse-cdn.com/v4/letter/s/e480ec/32.png) [@Silversitters](https://forum.trustedhousesitters.com/u/Silversitters)\ **Post date:** [13 September 2026 10:29 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/3 "2026-09-13T10:29:39Z")
![image](https://europe1.discourse-cdn.com/flex013/uploads/trustedhousesitters/original/3X/7/5/75a3f5ef631b4b61f89567a19c97b85d6a5e4043.png) @PcCatwhisperer You can speak to an actual human ( not the chat bot ) by calling the Urgent Support Phoneline ---
**Author:** ![SeniorSitter1](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@SeniorSitter1](https://forum.trustedhousesitters.com/u/SeniorSitter1)\ **Post date:** [13 September 2026 12:53 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/4 "2026-09-13T12:53:02Z")
They usually block both sitters and hosts if serious allegations are made. They will now investigate the complaints on both sides. Be sure to respond to them quickly during this time. A decision will be made to either kick one of you off or just give both warnings. I do agree with THS that they can’t let either one of you continue with extremely serious complaints without first investigating. I see it as the responsible thing to do. ---
**Author:** ![BonnyinBrighton](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/bonnyinbrighton/32/30452_2.png) [@BonnyinBrighton](https://forum.trustedhousesitters.com/u/BonnyinBrighton)\ **Post date:** [13 September 2026 16:30 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/5 "2026-09-13T16:30:26Z")
Yes I think @Lokstar experienced this about 6 mths ago, a great sitter caught up in a bureaucratic maze. ---
**Author:** ![Maeve](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/maeve/32/28858_2.png) [@Maeve](https://forum.trustedhousesitters.com/u/Maeve)\ **Post date:** [13 September 2026 19:29 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/6 "2026-09-13T19:29:36Z")
@PcCatwhisperer , I’ve sent you another DM. Be assured that your case is active and being handled by a specific team that will be in contact with you. ---
**Author:** ![Lokstar](https://avatars.discourse-cdn.com/v4/letter/l/b487fb/32.png) [@Lokstar](https://forum.trustedhousesitters.com/u/Lokstar)\ **Post date:** [14 September 2026 09:18 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/7 "2026-09-14T09:18:59Z")
@PcCatwhisperer I can empathise - this is a highly stressful situation. As @BonnyinBrighton mentioned we too had our account blocked (for 2 weeks) when a host raised a dispute against us. Our situation was a little different in that we didn’t actually do the sit- we got there but left on the actual arrival day after discovering some previously undeclared non-negotiables. It was a shock to have to leave. A first for us. We contacted THS immediately and they were sympathetic and cancelled the sit. They asked if we wanted to raise a member dispute but we did not. At the time it all felt like too much action and we just wanted to move on… but a few days later the host raised a dispute against us and our account was blocked! (but the hosts account was not.. ) It took two weeks of defending our position to get our account reopened. It was extremely stressful. 2 years on and I still shudder remembering it. Out on the street at 9pm with no plan. We ended up with 2 weeks of high season accomodation costs in Spain. But that was better than staying at that sit! Since then we ask more questions than ever and try to be as discerning as possible. But sometimes you still get caught out. As the sit was cancelled there were no reviews, so no one knows what happened for us. The host account remains active, they have not updated their listing and there have been more sitters. In the end there was no backlash for them but we ourselves remain on a watch list.. Anyway I’m happy to read the Moderators have confirmed you are now being supported. Good luck I hope it turns out well for you. ---
**Author:** ![BonnyinBrighton](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/bonnyinbrighton/32/30452_2.png) [@BonnyinBrighton](https://forum.trustedhousesitters.com/u/BonnyinBrighton)\ **Post date:** [14 September 2026 09:43 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/8 "2026-09-14T09:43:51Z")
I do hope those sitters have written honest reviews, but everyone’s non negotiables are different I suppose. Were you Premium, did you manage to claim the accommodation costs back? Just curious. ---
**Author:** ![Lokstar](https://avatars.discourse-cdn.com/v4/letter/l/b487fb/32.png) [@Lokstar](https://forum.trustedhousesitters.com/u/Lokstar)\ **Post date:** [14 September 2026 09:49 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/9 "2026-09-14T09:49:31Z")
No we were not Premium members back then and are still not. The above drama is honestly the only time in over 8 years we had such a situation with extra costs so we’ve never felt the need to upgrade. We’ve had the odd late cancellation here and there but always managed to replace it with other sits. ---
**Author:** ![MTBer](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/mtber/32/47039_2.png) [@MTBer](https://forum.trustedhousesitters.com/u/MTBer)\ **Post date:** [14 September 2026 10:03 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/10 "2026-09-14T10:03:14Z")
Wow this sounds terrible! Can you share with us what these were @lokstar: “after discovering some previously undeclared non-negotiables.” I’m alaways looking to learn how to stay out of such a scenario. ---
**Author:** ![PcCatwhisperer](https://avatars.discourse-cdn.com/v4/letter/p/e480ec/32.png) [@PcCatwhisperer](https://forum.trustedhousesitters.com/u/PcCatwhisperer)\ **Post date:** [14 September 2026 10:28 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/11 "2026-09-14T10:28:38Z")
Yes, agreed, but as I said, they neglected to 1) alert me and give me time to respond before blocking my account, and 2), neglected to read my earlier complaint about the same issue. Gross negligence on their part and not in the least bit fair to me. ---
**Author:** ![Highfive](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/highfive/32/30778_2.png) [@Highfive](https://forum.trustedhousesitters.com/u/Highfive)\ **Post date:** [14 September 2026 10:58 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/12 "2026-09-14T10:58:30Z")
I had a tricky start to a sit. I sent a WhatsApp on the day I was due to arrive, having bought fresh and frozen food that needed storing fairly urgently. I got the message “ oh we were expecting you tomorrow, your room isn’t ready, we haven’t packed or tidied up and we have errands to run!” I was as surprised as they were but I sent a screen shot of the agreed sit dates and times and they realized it was their oversight. I suggested, as I was 15 mins away, I could drop not food and luggage and then make myself scarce till they were ready for me. This was seen as acceptable. I went off to the library which was cool and quiet and then met up with a friend, returning to the home owners in the early evening. It could have been a disaster but it was defused and I didn’t need to find a month’s alternative accommodation! It’s the first time that’s happened to me but shows how a plan B is always worth considering! I’m just relieved it wasn’t my mistake. Blessed are the merciful for they shall receive mercy! ---
**Author:** ![PcCatwhisperer](https://avatars.discourse-cdn.com/v4/letter/p/e480ec/32.png) [@PcCatwhisperer](https://forum.trustedhousesitters.com/u/PcCatwhisperer)\ **Post date:** [14 September 2026 12:24 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/13 "2026-09-14T12:24:11Z")
Thanks for sharing @Lokstar It really stings when it’s unjustified and just bad actors, and THS are not able to make an accurate judgement call. The host had a lot of things going personally I think and she seemed to take them out on me. Very nuts and distressing situation. But otherwise have had 99% great hosts and pets. 🙏🏻 ---
**Author:** ![Lokstar](https://avatars.discourse-cdn.com/v4/letter/l/b487fb/32.png) [@Lokstar](https://forum.trustedhousesitters.com/u/Lokstar)\ **Post date:** [14 September 2026 19:13 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/14 "2026-09-14T19:13:39Z")
@MTBer “Wow this sounds terrible! Can you share with us what these were @lokstar: “after discovering some previously undeclared non-negotiables.” I’m alaways looking to learn how to stay out of such a scenario.” Well there were several things but the most significant were that the two large dogs (a German shepherd and a doberman) were expected to sleep on the bed with us..not just in the room, on the floor, but actually ON the bed!! The bed offered was a standard double 140cm wide! For us and the dogs!! Secondly the dogs were frequently restless in the night needing to be let out.. This sit had been arranged with 2 weeks notice after we’d both suffered cancellations elsewhere. We’d had a brief chat with the husband who refused a video call and was very keen to confirm quickly. (That should have been the first Red flag!) Then he jetted off on holiday ahead of the wife and left her to handover to us. She thought the husband had told us about the dogs needs so she was put on the spot. & we were dismayed as we’d never have agreed the sit with dogs on the bed. And we don’t usually even like dogs in the room at all. We tried to find a compromise, as we were already there with no alternative plan, & to find a meeting point- dogs outside our door but She said they’d cry & whine all night if not allowed in. She called the husband in Thailand and they agreed the dogs would be too distressed if not sleeping with us! With such an important special need the husband most definitely should have been upfront with us!! We felt totally deceived. Its also not normal for dogs to need to be let out during the night unless ill. The dog situation was the main deal breaker but there were other things. They had 4 cats-Only 3 mentioned on the listing- who were allowed to wander freely over all the kitchen surfaces. In fact their feeding bowls were all on the same counter where she washed & drained dishes & the cats walked all over them- so unhygenic! Then there was the general state of the home- dirty and covered with animal hair everywhere..the garden had plastic grass where the dogs did their business which had to be hosed down and disinfected daily. And there was a hot tub we were invited to use with murky water and human hair floating around and then there was the pool..half empty and gone green!! With each new discovery we felt more and more uncomfortable and disgusted. It took 2/3 hours from arrival to leaving- including discussion between us all & the husband before we came to the inevitable conclusion we’d have to leave. And they knew it too. It was all a total nightmare & we could not wait to leave, whatever the consequences might be! I know people have all sorts of tolerance levels and different non-negotiables but this was all too much for us. We did not have any idea what to do or where to go but we couldn’t bear another minute in that place. We certainly learned a few lessons from this one-off experience! We are far more discerning now and ask more questions about everything. We always ask where the dogs sleep and if they have any unusual habits. We always ask for pictures of rooms not shown or for a live video Tour during the call. We also always ask the bed size as 140cm is already too small for us! And we try not let the need for a particular sit (e.g a last minute gap filler) override our Intuition that it might be a disaster! So far our new enhanced screening techniques have been successful! ---
**Author:** ![Highfive](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.trustedhousesitters.com/highfive/32/30778_2.png) [@Highfive](https://forum.trustedhousesitters.com/u/Highfive)\ **Post date:** [14 September 2026 19:42 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/15 "2026-09-14T19:42:24Z")
This is so helpful for both sitters and Home Owners to reflect on. My last sit I had the dogs kept downstairs by an ironing board across the stairs whenever I left them in the day or went to bed at night. The cats were free range and slept on the beds upstairs. I suffered a great many bites from insects and fleas I think , mainly my feet and ankles! The door to the terrace was never shut so the dogs could pee /poo outside if necessary.. ( previously they had used the kitchen floor so yes this was I suppose preferable.. This sit wasn’t with THS so no review but I am going to ask a lot more questions in future! I did get a video call. Having said all this the Home owner was very appreciative and whilst walking the dogs one of gge 3 rescued cats accompanied me but it chose not to return… After a worrying couple of days I got a text from the owner (after I had reported the cat still to be missing.. ) She wasn’t fazed by the news and said another one had gone walkabout once for several days too! I’ve just heard from the local vet she has “ rescued” it as it was wandering about in the car park in the village.” Thd owner then told me when she got the message from the vet, having read the chip. I was able to collect the cat and bring it home in time for a happy reunion. Alls well that ends well! But no I shall not be back! Communication communication is so important and many questions need answers before agreements can be reached. On the positive this case was sorted out amicably. ---
**Author:** ![Silversitters](https://avatars.discourse-cdn.com/v4/letter/s/e480ec/32.png) [@Silversitters](https://forum.trustedhousesitters.com/u/Silversitters)\ **Post date:** [15 September 2026 05:49 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/16 "2026-09-15T05:49:17Z")
> [@PcCatwhisperer](#): > > it appears they had not reviewed my previous complaint or the notes from my conversations with other customer-service representatives. @PcCatwhisperer - did you know that you can request transcripts of all your conversations with member services ? These might help you with your defence of the dispute that’s been raised against you . ---
**Author:** ![PcCatwhisperer](https://avatars.discourse-cdn.com/v4/letter/p/e480ec/32.png) [@PcCatwhisperer](https://forum.trustedhousesitters.com/u/PcCatwhisperer)\ **Post date:** [15 September 2026 10:38 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/17 "2026-09-15T10:38:03Z")
Thank you @Silversitters . Well I’ve been reinstated. Whoop. But I still need to defend myself. I am compiling a folder of all the emails I sent (I didn’t have any phone conversations-I mean they won’t speak to you in my experience.) I continue to ask to escalate this issue. They continue to have the same representative who made a mess of this, respond to me. Honestly, they really seem not to care in the slightest, which we all know is disheartening. ---
**Author:** ![Silversitters](https://avatars.discourse-cdn.com/v4/letter/s/e480ec/32.png) [@Silversitters](https://forum.trustedhousesitters.com/u/Silversitters)\ **Post date:** [15 September 2026 12:23 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/18 "2026-09-15T12:23:37Z")
@PcCatwhisperer You can also ask for a transcript of the live chat conversations that you had with member services . I would think that you can also raise you own Member Dispute about the host Send an e-mail with Member Dispute in the title - list the terms that were broken and attach all the evidence that you have . ---
**Author:** ![PcCatwhisperer](https://avatars.discourse-cdn.com/v4/letter/p/e480ec/32.png) [@PcCatwhisperer](https://forum.trustedhousesitters.com/u/PcCatwhisperer)\ **Post date:** [30 September 2026 11:20 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/19 "2026-09-30T11:20:02Z")
Just to give you all an update, my account has been reinstated after I sent videos of the home from the day I left, as well as screenshots from the WhatsApp messages with the host. I have lodged a complaint about how it was all handled by THS, and about the host, but haven’t had any acknowledgment from them that they received this or are acting on it. I will keep trying. It’s been really upsetting as she accused me of malnourishing her cat, and has left me 1-star reviews in all areas. Even though I have been ‘cleared’ by THS, the review stays. She had initially written ‘do not use this sitter’ in capital letters at the top of the review, but THS removed this after I complained. Still they went ahead with her subsequent complaint and neglected to piece together the whole story including my initial concerns. Anyway, I’m a little concerned about applying for sits now given some hosts will be put off. This host had recently lost a parent, and her cat was very old and receiving medication, so I understand she was in a lot of pain. Unfortunately she seems to have unleashed it on this sit experience and THS helped her along the way. Really really bad customer service. Thanks for being a sounding board y’all! ---
**Author:** ![Matt\_J](https://avatars.discourse-cdn.com/v4/letter/m/85e7bf/32.png) [@Matt\_J](https://forum.trustedhousesitters.com/u/Matt_J)\ **Post date:** [30 September 2026 11:22 UTC](https://forum.trustedhousesitters.com/t/false-allegations-by-host-account-blocked/79910/20 "2026-09-30T11:22:27Z")
> [@PcCatwhisperer](#): > > I’m a little concerned about applying for sits now given some hosts will be put off. Your concern is valid.