I wholeheartedly agree with @Fatamorgana , that the Welcome Guide should be made available to sitters, either prior to confirmation or else with the option to cancel within 48 hours of receipt if the terms differ from those in the initial listing.
We’ve had to unconfirm twice, under these circumstances: on the first occasion, the HO took forever to send out the WG, and even then it was only half complete. What it did detail, however, was that one of the dogs was blind and incontinent, and the HO detailed that she ‘has to be moved with your foot’. Since none of this was stated in the listing, and we had no intention of moving any dog with our feet - what’s that about? - we said we wanted to cancel. The HO read the messages but did nothing, so we got MS involved, sent all screenshots etc and they cancelled the sit.
On the second occasion, the WG stated that one of the dogs - a Husky - messed in the house and we should subsequently keep bedroom doors shut. It also stated that she was aggressive towards any black dogs. Another ‘NOPE’ from us!
In both cases, had we seen the Welcome Guide before confirming, or had the option to unconfirm within a short period of receipt, it would have been a straightforward and easy withdrawal. Instead, it was rather stressful and time-consuming and we were unable to apply for other sits until it had been sorted out.
This is why a video chat is so important prior to accepting. Make sure you ask questions about anything that is a must have or have not. Then the welcome guide should reflect that conversation or they have misrepresented the sit.
@Fatamorgana, some veteran housesitters on THS Forum have stated that they require that Pet Parents share Welcome Guide prior to confirming sit. We use this approach only on an exceptional basis - if there are questions/concerns rather than red flags; if first-time Pet Parent; or if listing content seems notably limited or weak. Rather we ask about Welcome Guide in video call - existence, detail, etc - this often highlights topics for further discussion.
Did you read the whole thread? It was about the tone and the listed amenities not being fully usable, which was only mentioned in the Welcome Guide. I’m sure you don’t ask about every single listed amenity to confirm if you can use it. If an amenity is listed, it should be usable — that’s the point. Not listed, and then the Welcome Guide says, “but only at this time, and only in this way, and definitely not like that.”
I’m a HO who has had numerous sitters thru TH and I very much like Fatamorgana’s idea to release the Welcome Guide when you list the sit dates initially so potential sitters get the best sense possible of what the sit will be like. Now, that said, changes might occur - always possible that a generally healthy cat will get sick and need to be pilled. That needs to be negotiated closer to sit time. I prefer prepublishing the Welcome guide to having a cancellation window. Sitters should have as much info as possible about what the situation is like before they accept.
I agree one hundred percent. We always ask for a welcome guide during the video chat. In many instances HOs reply that they don’t want to bother writing one but rather explain things during the introduction. IMO the welcome guide should be mandatory and prepublished, as most listings lack important information, such as:
where does the dog/cat sleep
what time do the pets need to be let out in the morning
how many hours can they be left alone
medical issues
behavioral issues
Because of the 5-application rule it’s even more important that listings contain as much information as possible.
I totally agree. I really can’t understand why some owners prefer to risk a cancellation or, worse, sitters leaving after arrival because important issues haven’t been disclosed.
I accepted one sit and later saw language in the guide that concerned me (I clarified with the pet owner right away and we worked it out). I’m both a sitter and a homeowner and your suggestion makes a whole lot of sense. As soon as the sitter is chosen and both parties have confirmed the dates, the Welcome Guide should be released and the sitter has 48 (72?) hours to agree to (or negotiate an understanding of) the final terms. I know HOs are sometimes in a hurry to publish their listing so THS could make the process as easy as possible, reminding the HO to provide pertinent details so “you are confident that the sitter you’ve selected thoroughly understands your pet and home care needs”, or something like that. Win win.
The point isn’t whether I have rational grounds to decline a sit — it’s that I want things to be mentioned upfront so that everyone can make an informed decision based on the facts. What’s perfectly acceptable for one person might be a dealbreaker for someone else. That shouldn’t be up for debate. The focus should be on presenting the facts truthfully, rather than turning the Welcome Guide into a magician’s hat that pulls out rabbits with missing ears — or something that is no rabbit at all.
I ask before confirming the sit if they will be able to share the welcome guide well ahead of the sit. Plus, I ask a million questions right up front and by the time I get the welcome guide, I review to make sure it’s not different from what was stated during the application process. This has diminished the stress to a large degree.
I hope THS are reading this thread. The Welcome Guide is a sitter’s “lifeblood” - it is such a vital tool in the proper management of the sit that is should be a compulsory provision early on in the process. I have done a recent sit where I had to badger the HO to even provide a Welcome Guide and even then it contained the sketchiest of details. When I arrived at the sit, there was a folder of (mostly useful) information but in such a random, higgledy-piggledy order than I had to thumb through it all every time I needed to look something up. If the HO had just invested the time in creating an excellent online Welcome Guide instead, in a format we all know and recognise, life would have been so much easier. Please, THS, implement the original poster’s suggestion of requiring the WG to be provided at the point the sit is offered, with a 48-hour opt out window. It’s not an unreasonable expectation and they have to do it at some point so it just brings it more into focus and engenders a professional process too.
Throwing in my 2 cents worth in agreement of sharing the WG would be really helpful before confirming the sit. I always feel on the backfoot as a sitter. Great idea hope it’s taken forward
As the person requesting a sitter I agree. I’ve just posted some dates and the very next thing I did was to double check that my welcome guide was up to date so that I can share it. This way there should be no surprises for anyone.
I then print it off and leave it in a folder with other useful information like the cats insurance documents and the vets details etc as well as some more stuff about the house and area.
I do not quite understand. I have cancelled sits for valid reasons but with plenty of notice to the host. There is no obligation on your part. Inform the host that you have issues and if you cannot reach a resolution, then it is done. This is a service that needs to work for both parties. It is not a paid service and if you are not comfortable with their requests, you should not go. Stand your ground.
I am subscribed as both a sitter and HO, and I’d love to know what types of expectations or restrictions have made you want to cancel twice after receiving the guides.
Thank you for the insight!