Yesterday Late evening before an early start today (7 day ) house sit , the house owner requested a video call on WhatsApp ( the sit was confirmed months ago after a video call )
He told us that besides the holiday cottages on site being occupied and the cleaners coming into the property for supplies ( which we where told about) that now also his parents would be on the property in an annex and that friends of their parents where staying in the actual house but with an internal door locked from their end.
Also apparently the heating was only coming on a few hours each day and if we where cold we should wear an extra jumper
THS advised us to cancel and not go in, however now they are refusing to press the button and therefore blocking us from booking a replacement sit, the THS employ was extremely rude to both me and my wife
We pay for a service we don’t get, after more then 30 five star sits we are loosing our patience with THS attitude, any advise?
The HO is not bothered, he does not reply to us or THS
(Post edited by the Forum team to comply with the Terms of Service).
Just to let you know that I have passed this across to the Membership Services team and someone will be in contact with you soon, so please do keep a lookout for an email from them.
I wonder if the HO would respond if you told them you were arriving anyway and would be parking your very old dilapidated Motorhome on the property? I think you’d get an immediate response and an offer to cancel.
The attitude from some home owners and the response from THS is quite unbelievable, I so wish I would have recorded the conversation with both the HO and with THS, it really beggars believe.
We had mostly wonderful house sits and made some friends for life but the way it is currently going downhill is shocking
@Dutchy, this is simply unacceptable behavior from pet parents. Seems quite possible that they actively motivated you to cancel, as on-site family to complete pet care. Seems clear violation of THS terms. And frankly inconsiderate person.
Suggest press case with THS MS. They, in addition to pet parent, have ability to cancel sit so that you can move forwards positively. If you have Premium membership then suggest read terms of Sit Cancellation Insurance and assess eligibility.
Suggest collate evidence (WhatsApp thread, etc) and, once dust settles, initiate a ‘Member Dispute’. There’s a clear protocol that collates evidence, from both parties, and determines appropriate action steps.
@Dutchy I see the Community Moderator has passed your case onto THS - hopefully they unconfirm you asap. Did you manage to actually speak to a human via telephone? Your message implies that you have. I was in a kind of similar situation previously - deal-breaker information divulged after confirming. I explained the situation to THS - and they did ‘unconfirm’ on my behalf. However, that was a few years ago. The culture at THS appears to have changed somewhat since then - particularly with regards ‘support’. During week days, the support service used to be UK-based, from my recollection. However, I get the feeling, just through my own experiences in recent months, that the ‘support’ may now be based in call-centres across the world.
I dealt with 3 different THS employees on the emergency phone line in person , 2 of them were very polite but didn’t prioritise a speedy solution, a third one was incredibly rude to me and my wife for a sustained period of time( phone call over 15 minutes long, it was pure abuse and harassment, I have e mailed and requested a full THS apology, but all we had was a personal apology from the person picking up the e mail in general terms, THS has not further replied at all, they are just not interested in any interaction or our well being, the only thing they seem interested in is to milk you for every penny possible:man_shrugging:t2:
