The THS phone number is no longer working. Voicemail said to email them ,which I did. Nothing back yet from them. Sit is Saturday (out of town), & still not getting replies back from HO, still unread . The sit confirmed month ago. I don’t have a phone number or welcome Guide/address. Getting annoyed! What to do?
Thank you @Twitcher - @Teethgirl I have followed up with membership services so please look out for their email.
We only have an emergency line for on-sit urgent issues should you ever need this.
But this isn’t an on sit issue, so would any telephone support be available? It does seem from the description that prompt assistance is necessary and I hop that it’s provided.
You have no welcome guide? You did not try to access it early on when you confirmed the sit months ago? Maybe their plans changed and you were not informed. Have you had any contact with them at all since you
Confirmed the sit months ago? If I book out months in advance I or the host contact each other monthly just for peace of mind for both. THS does have a personal number for them so they need to get a hold of them. Let us know what happens.
I know that some hosts don’t like to share the Welcome Guide early and prefer to wait until a week or less before the sit starts. The WG has a lot of private information such as names and addresses that hosts like to withhold at least until nearer the start of the sit. Perhaps I’m in a minority who don’t mind this.
@TheEnglishFlaneur, fair point. Only very rarely do we find issue with pet parents consciously retaining Welcome Guide information until close to sit start date. Even in those limited cases then pet parents tend to provide a limited information and state that printed full Welcome Guide (or equivalent document), with complete info, will be provided on-site.
It is possible, though we lack evidence, that Pet Parents may become more willing to share such information to housesitters with greater number of positive reviews. It is possible that our experience is biased as many - but not all - of our pet parents have executed multiple prior housesits.
@Teethgirl, glad to hear that you’re engaging with THS staff. Hope that you get resolved in a timely manner. We all learn. Suggest review experience (e.g. confirmation date, WG request date) and - if appropriate - tweak tactics in video call or afterwards to confirm existence of WG or expected completion date.