@desiderata @Chrissie @Silversitters Thank you for your feedback and comments regarding this.
As it is a public forum we can not go into individual members details. However, I can reassure you all that there is an internal process around this and each issue that is raised is individually investigated and dealt with in line with our terms.
We also have a complaints procedure and an internal system for monitoring behaviour on accounts where issues have been raised with us.
Please see this help deak article for reference:
For more information on any of these processes please feel free to reach out to the Membership Services team at support@trustedhousesitters.com and for individual cases, if you would like further information then please reach back out to the support team or to the agent dealing with your case as they can assist you further.
@Samson If cancellation falls under exceptional circumstances such as illness, or if for example the owners or sitters (depending on the situation) mutually agree to the cancellation then it is likely not reported to THS.