There are no repercussions for sitters who cancel last minute for no good reason. I had a girl from Cleveland booked weeks ago. She had four-5 star reviews. I messaged her a few days before the sit to give her some instructions and she responded the night before the sit and said her boyfriend would be joining her. When I confirmed the sit we discussed that she would be coming alone. I also mention in my listing no couples (I only have a twin bed). I reminded her we specifically discussed only she would be coming and she can’t just spring something like that on the HO last minute. She then said she wanted to cancel the sit. I unconfirmed the sit and contacted customer service, but nothing came of it. Very disappointed in the HO side of things and won’t be using it again.
I completely understand your frustration but nobody can force a sitter to go to your home. That’s not a realistic expectation of how this works or how life works, really.
For a sitter to cancel at short notice, with such a flimsy excuse is appalling, and the fact that nothing was done about it by TH, is even worse. She will just carry on doing this, knowing that there will be no consequences.
@desiderata so sorry to hear of your experience with a sitter letting you down at the last minute.
Whilst THS cannot “force” the sitter to honour the sitting there is a code of conduct that members should abide to - which includes not cancelling a sit unless there is an exception reason . THS say that they investigate all cancellations so not sure why you were advised that they couldn’t do anything .
From this information THS should be investigating this last minute cancellation by your sitter - do you know if they are doing this ? Have they asked you for screenshots of your messages when she cancelled ?
If it’s not investigated byTHS member services it will sit on your record as a cancellation by you HO.
I have a friend that cancelled a sit at the last moment because his wife became ill. They never heard anything from THS about an investigation, there is nothing logged on their account.
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 email@example.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.
That’s very helpful to know the process thank you @Carla_C
Seems strange that member service’s didn’t advice @desiderata of this process when they contact them .
@Silversitters You are most welcome
I think as the forum is not the place to comment on individual cases, the best bet is for members to go back to Membership Services and go from there
@meow sorry this happened to you .
HO or sitters cancelling without an extraordinary circumstance is not acceptable.
See reply below from @Carla_C
about the correct process for raising this with member services .
There’s no repercussions for the HOs either. I only started applying for sits end of Feb.this year and was excited to get confirmed sits throughout the summer but 2 have already cancelled on me. I did reach out to membership services and other than “sorry to hear that but you should just apply to more listings” they didn’t help me. The annoying thing is, there were better sits that came up but I would never ditch a confirmed sit. Luckily I was able to replace one of the cancelled sit but still trying to replace the other one
@IHeartAnimals what were the reasons that the HO gave for cancelling the sit ?
There will be occasions when there’s a genuine reason why a sit is cancelled. However sit should only be cancelled by HO or sitters when there’s an extraordinary circumstance.
THS say that they do investigate these issues but you have to raise a dispute with THS member services for this to happen.
One stated that she couldn’t afford to go on their vacation. The other stated she broke her hip but then I saw a posting looking for another sitter for the same dates and now shows it’s in the review process. Maybe she didn’t want a family after all. Both times I reached out to member services and they just told me to look for new sits which I have been doing. The first cancellation did give me $500 because she felt bad I would have to incur costs for other lodging
@IHeartAnimals 2 HOs cancelling in your first few months of THS is not a good statistic
It’s great that you were able to resolve one of these cancellations between the HO and yourself . With the HO’s acknowledgment of the impact of cancelling the sit and making a gesture of compensation.
However for the second confirmed sit where the HO stated that there was an extraordinary circumstance necessitating them to cancel and then to re- advertise for same dates -something seems very wrong about that . Especially since you have contacted THS who say that they do investigate all cancellations .
I would go back to THS member services about this issue .
I did reach out to member services and they said, “sorry the homeowners cancelled on you” but since there was alot of time to try to look for a replacement sit, that’s what they recommended I do. I asked if they were going to contact and homeowners to investigate and they said no. I did feel a little let down and no I wasn’t interested in fighting to stay in their home. People either want my family or don’t. Luckily, I found another sit in the area with similar dates and I was able to replace that one.
@IHeartAnimals hmm does seem to be a disconnect between the what the THS policy says they will do in the case of a complaint and what member services actually do ?
I am relieved to say that we are on our 5th THS sit this year and so far they have all been fantastic . But reading the replies on this thread it does make me nervous about whether this might happen to us on future sits .
I have just started a house sit in Northamptonshire after my sit in Dublin was cancelled. I am an international sitter so I prefer listings with dates far ahead so that I can plan logistics. In this case I had to fly in to Dublin then buy a ticket to Birmingham. Definitely loss in opportunity as well as time too but thankful I managed to find a sit in the timeframe even though not in the same country.
This experience has made me edgy as I have confirmed sits in EU as well ending in November which I had confirmed logistics even for gap days. I stand to lose a lot if any got cancelled. I have 8 more sits in line.
That is much more stressful than what I went through. At least mine didn’t involve flights. I’m now gunshy about these back to back sits. We just started a new one today and when I met the HOs, they said their original plans changed but felt bad about cancelling on us at the last minute so they found a place to go just to keep the confirmation. Now I feel guilty being here now that I know they didn’t need us. I’m thankful they were dedicated to the confirmation though
@IHeartAnimals that’s the sign of a great HO. Honouring their commitment to you- as it should be!
@Anne.323 in over 4 years sitting (70 sits in 10 countries) we have never yet had a sit cancelled on us. So the chance of another host cancelling on you is probably very low. Ofcourse you often hear about cancellations here on the forum so it may seem to be much more common that it really is. So try not to worry. The vast majority of hosts and sitters do appear to be reliable and committed. Long may that trend continue…as we have 4 more sits in France & Spain lined up till late September. Happy sitting!
I really understand why the Dublin HO cancelled. Their circumstances was tragic so I did not seek any help from them to maneuver the changes. It was my first time in Ireland and I came so far from Malaysia. I am glad everything turned out all right now.