As a host - I did have one postive experience with THS. However the latest experience was not that great.
We had multiple cancellations, one resulted from a sitter attempting to extort us by saying they had paid sitting opportunity, and that they would keep our booking if we matched what they were getting paid.
The support from THS staff was lacking, and we ended up not being able to get someone to watch our house/pets during our vacation and had to pay out of pocket.
I was unaware of the 30 rule for submitting a request for reimbursement - it is not mentioned on any of the main pages regarding cancellations or even the terms and conditions.
I attempted to make a claim after the 30 days, and it was not considered, not even partial.
I found this frustrating - given the fact this is the reason why I signed up for the premium membership.
THS should be more upfront about these policies, and they should do more to protect both sitters and hosts against bad actors within the community.
I’m leaving THS to find a better community and company to support.
So sorry to hear this. It all sounds very frustrating and unpleasant. I wish you have better experiences on the next platform you choose. Hate to see good hosts leave.
@ptrck My earlier post was removed by a moderator. I was merely suggesting there are review systems in place, as TrustedHousesitters well knows, given all members - owners and sitters - rely heavily on them. In fact, after sits TrustedHousesitters usually encourages members to provide a review to an outside public website. However, in this case it seems it’s not appropriate for me to suggest that a review be provided.
(Post being referred to has been reinstated - Forum team)
Sorry it hasn’t worked out for you. Why the multiple cancellations? Did you report the member asking for money? 1000s of sits do work out so sadly you may have just been unlucky. Support have always been great for us and their plan has paid out on premium too. The cancellation insurance only works if you lodge the claim within 24 hours and if it’s taking place within 14 days (not 30) of the sit starting, but it is right up there in the info when you sign up. #planb
Not sure what this “ 30 rule “refers to as it’s not in the terms of service of the set cancellation plan
The terms of service do say
“2.Cancelled Sit Notification
Pet Parents must notify TrustedHousesitters within 24 hours of a Sit being cancelled and provide correspondence that confirms the cancellation.”
There are also many other terms that must be met to qualify for reimbursement when a sit is cancelled. Such as the cancellation must occur within 14 days of the start of the sit .
If you can prove that your claim meets all of the terms you can appeal the decision.
the first cancellation was within a week, and second (where the person asked for money) was just a couple days. both instances I notified THS immediately.
the 30 days is referring to the amount of time I had to submit the claim.
please show me where this 30 days to submit a claim is shown “up front”.
I did, they gave valid reasons. the cancellation is not the problem here. you are missing the point.
the point is when you sign up for a premium membership, one of the benefits is reimbursement if there is a last minute cancellation and you can’t find another sitter.
however I was not able to cash in on this benefit, and THS is not supportive. my complaint is about THS as a company, not the community.
I didn’t say that the 30 days was how long you had to submit a claim. It was the 14 days I referenced, which is the maximum amount of days away from the sit start date in order for any claim to be eligible.
This is unacceptable If you have Premium and met the established written criteria to get reimbursed. THS adding the “must file within 30 days” post facto and via emails is B.S.
Please do let us know if anything changes with their position, as I noticed admin Jenny posted here and messaged you. I have Premium as a HO and I would be livid if they refused to pay up after have cancellations (let alone two in a row) leaving you in a lurch and paying out of pocket. Feeling thankful i haven’t had to test it out.
Suspect that you were unlucky. Per THS published 2024 Impact Report then there were “2,234,436 nights of pet sitting” -that’s more than 6,000 pets every night.
Suspect that you may struggle. THS is, by far, the dominant platform for housesitting. All other platforms combined have insignificant market share.
There’s plenty THS Forum members that have some form of frustrating experience with THS or a housesit. Both pet parents and house sitters. Guess some leave. Although survivor bias, most seem to assess no better solution; take deep breath; evolve pragmatic tactics; and adopt glass-half-full mindset.
If you do find a 'better community and company to support" then do let us know - suspect does not exist, at least with beyond-trivial listings.
I have Premium as a HO and I would be livid if they refused to pay up after have cancellations (let alone two in a row) leaving you in a lurch and paying out of pocket. Feeling thankful i haven’t had to test it out.