We applied for a sit we particularly fancied doing. Communications with the pet parent were good and we found she wanted sitters to arrive on the evening before the listed start date, so we mentioned that we’d prefer for the sit date to be amended.
We received a message confirming the new date and asking if a certain arrival time would be okay with us, and could we confirm the sit. I responded that we’d like to chat first.
The following morning, I checked the email thread and was surprised to see that my last message didn’t appear, so I wrote it again. I then noticed it wouldn’t send, and that I could no longer view the listing (I saw a notice stating ‘Unable to load listing details’). I tried three times over the next two days to send a message (I had no other contact details for the pet parent) but still the ‘Unable to load listing details’ message persisted, and any attempt to message prompted a red banner, stating ‘Error sending the message’.
I assumed this listing had been taken down, or that the pet parent’s membership had lapsed, so withdrew our application.
This morning, I received a message from this pet parent, stating ‘Thanks for letting us know’. What? I tried again to respond, but again could not, so contacted ‘Help’ via the chat link. The agent suggested the problem is at my end but how can that be, given that I’ve had no other such problems in contacting other pet parents, and the error messages I’m seeing are definitely THS generated and not generic?
This has clearly cost us this sit, which is a real shame (and annoying!). The agent on ‘Help’ claims no one else has reported this problem, so it must be attributable to something at my end. I’m using Chrome browser and have no VPN.
I usually put my Whatsapp phone number in the signature in my THS messages. While I have not experienced such glitches so far, there is a risk with relying exclusively on the THS messaging system.
Besides what @pietkuip suggests (which everyone should do, IMO, because THS tech can be wonky), if this happens again, take screen shots and send them to THS.
@Happypets Were you able to take screenshots of the message that kept coming up to show THS? Very disappointing and frustrating for you. Hope you get it sorted out.
This happened right before our very first travel sit. We were already confirmed, chatted online, on the way to a home a few states away, suddenly had no contact with the homeowner and their listing disappeared. We hadn’t even gotten the address. Such a learning experience! They had a system glitch. THS support helped us reach them. Since then, we have found the app continues to be very glitchy so always share alternate contact information immediately.
Also take screenshots of the welcome guide when you get it, because you might not be able to access it at times, because THS’s platform malfunctions more than most platforms / apps.
Like you don’t want to need address, emergency contacts, etc., and THS is down.
Once a sit is confirmed, we always switch to WhatsApp or mobile phone communications. This has happened prior to the video chat and confirmation of the sit.
Im sure this host must think we’ve rudely gone to ground.
For info, I contacted MS today to ask whether this sit is still showing as reviewing. Response was that they cannot see that detail at the moment. I asked if this means they are also seeing ‘Unable to load listing details’ and the agent confirmed that is the case!
I’ve now tried on 3 different devices, using the website and the app, Chrome and Safari. Still no joy.
Even more frustrating; I was unable to do a sit search for UK on Safari, it brought up just the following options: Anywhere; Africa; Asia; Europe; North America; Oceana; South America and Antarctia!
After another help chat, I was told this too will be referred to the tech team.
I’ve never seen the UK be a separate search option from Europe. They are always (annoyingly) lumped together. There is even a thread about why they should be separate. Can’t you just type it into the search box vs selecting from the drop-down?
Sorry, I didn’t explain things very well; that’s exactly what I did - and as I always do - typing it into the search box usually brings up everywhere beginning with ‘U’ but this time it doesn’t, and even when typing in the full ‘United Kingdom’ it brings up precisely zilch.
