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Trusted House Sitters Reviews Summary
The company has garnered significant criticism for its customer service, with many customers expressing frustration over the lack of responsive support and difficulties in obtaining refunds. Common complaints include billing issues, inadequate communication, and a perceived lack of accountability for damages caused by sitters. While some users reported positive experiences with sitters, the overall sentiment reflects a sense of disappointment and mistrust, particularly among sitters who feel exploited by the fee structure. The company appears to prioritize marketing efforts over customer satisfaction, leading to a growing perception of unprofessionalism and dissatisfaction among users.
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I can not support TH for any potential house sitter! I did stellar care for dozens of happy homeowners in Mexico, US, Canada and Costa Rica. I sent many dozens of people to the site and got them ALLOT of business. Many people signed up with them on my recommendations. For two years. Then I had the house-sit from hell. It was complicated, but basically, a rat-infested home, owners that lied and manipulated, and then abused my services. WARNING TO ALL HOUSE-SITTERS: THEY WILL SIDE WITH THE HOMEOWNER NO MATTER WHAT. PERIOD. Despite volumes of proof from my end, photos, emails, etc, TH after years of my service, cut me off. I can not access my contacts, my data, and all my prior homeowners can not reach me though the site. A total nightmare. Support at TH is worse than bad. I DO NOT RECOMMEND TRUSTED HOUSE SITTERS UNDER ANY CIRCUMSTANCE. To elsewhere!
The best thing I have ever done is to become a member of Trusted House Sitters it has changed our way of life, cannot recommend it highly enough. Try it and you'll see.
I just finished my first House Sit. The whole joining process, verifications, finding a suitable pet sit and communication with the family was straightforward and simple. Help is there on line or phone if you have any queries or problems. Very happy to be part of Trusted Housesitters
Robyn was a great Host. Place has everything you could wish for and a great furry friend to keep you company. Great location, quiet yet close to all facilities beach etc.
I have been doing house/pet sitting privately and through this site for 3 years along with other work overseas. It's a great way to travel and meet new people and their pets but it is also very competitive out there. I have been lucky in my experience but you need to be on the ball and to treat it as if you are applying for jobs. Don't rely on just one application. The membership is quite steep given that you might not actually get a house sit. The customer service I have received has always been prompt and efficient but I find the live chat option to be the best when it's available.
We joined TrustedHouseSitters in late 2014 and have enjoyed almost 4 years of pet sitting and hope to enjoy many more to come. We have had hardly any problems with all the sits we have done, but when we have needed to ask for advice and help we have had immediate correspondence through the chat line.
We look forward to seeing the new sits every day and to choosing where we are going to spend our summers or winters. Only problem is that the year is just not long enough to fit in all the sits we want to do!
We have had some great experiences, including looking after 37 alpacas, a hive of bees, horses, chickens (we always try to find some chickens!), lots of cats and dogs- we become attached to them all and it is sad to leave them- and of course we have made some great human friends too along the way.
The membership fee is good value for money, enabling a great way of finding accomodation exactly where you want to visit.
Trusted housesitters has allowing us to combine both of our passions: animals and traveling. We love it and would highly recommend it.
As a single person travelling to new countries I have found that any questions by your help team are immediatly and professionaly answered. I also like to tell anyone I meet on my travels about this site.
TrustedHouseSitters provides a very economical way to see the world by providing many options for the type of home and pets you want to care for. Never disappointed by the choices available.
We had the pleasure of enjoying a wonderful stay on the east coast of Normandy at St Vaast la Hougue on a beautiful small farm. Our hosts, Lorraine and Stephen, were exceptionally friendly and welcoming. The location was perfect... lots of local markets, interesting sites, walks, the beaches... ideal. Both Hector and Gaston were great, entertaining pets and the sheep and lambs a real treat to keep an eye on. This was a stay we will remember fondly for the experience and the friendships formed. Exceptional.
I love to feel like a local when I travel and dislike the coldness and inconvenience of hotels. With trusted housesitters I have made friends, both animal and human, relaxed onto my surroundings, and felt at home away from home.
Since returning to Trusted House Sitters recently (member since 2012) my experience has been very good.
We have been offered most of the house sits that I have applied for and we already have bookings up till the end of January 2019. One house owner has booked us for four different periods totaling eight weeks.
Its a major decision to trust your home and loved pets with strangers but the reference, review and application process seems to work very smoothly.
Ron & Joyce
Ali, Tim ( dog parents) and Max and Milo ( Lovely Labs) were welcoming, kind and very gracious. The sit was in a lovely town, very walkable to the center. Stratford upon Avon is a wonderful town with lots to do from shopping to theatre.
The home is lovely and comfortable with all the amenities you would like.
Max and Milo are well behaved, friendly and very devoted.
Highly Recommended.
We have done seven housesits now with another four arranged. All have been very enjoyable and worthwhile. We did also advertise for a housesitter for our house and were suprised at some of the very inappropriate applicants. I do think that Trustedhousesitters should do some screening of people fegistering on the site. Also customer service has improved recently and this was definitely needed. Finally, the membership is very expensive. However, as we have been using the site alot recently and had very positive experiences, I have no hesitation in recommending it.
Dear Andy,
Thank you for taking the time to leave us a review and I am so pleased that you are enjoying your sitting adventure via the site. Seven sits under your belt and four more arranged - that is fantastic stuff!
I completely take on board your concerns and as a sitter yourself I am sure that you are aware that we offer a three-step verification process for sitters. The first two levels are included in the membership fee and by gaining these the sitters are passing an identity and address check by out third-party globally renowned provider ONFIDO. There is also an option to purchase an additional full criminal check - all of this information can be found on our Trust & Saftey page.
We understand that everyone (and every pet!) is an individual with different needs and requirements, so if a sitter applies for your sit and they do not have their verification levels, reviews or you do not feel that they are suitable for you. Then you are under no obligation to choose them.
Thank you for the feedback surrounding our customer service - it is something that we pride ourselves on, however, we never rest on our laurels and are constantly striving to improve all aspects of our service.
One of our values is enriching lives, so I am glad that you have had some great experiences - we take on board your feedback about the membership fee and hope that the values shines through with all of the amazing sits that you have attended and the unique adventures that you can not book in any travel agents.
As I said the feedback is invaluable to us and if you would like to discuss any of this further please feel free to contact us at [email protected] or by using our Live chat function on the site.
Happy sitting!
From the TrustedHousesitters Team.
We are happy with the site and the sits we have completed. A few more filters/options would make the site better, like info on toilet/house trained! Had two of those!
I did contact THS twice to alter a booking that was made on my daughters account, before I opened my own account. This wasn't done, I have to agree with the negative feedback about support.
Dear Jean,
Thank you for your review.
It's valuable feedback such as this that keep us striving to be our very best!
We always recommend that owners fully complete their home listings, including the 'Responsibilities and Pets' section. When reading Owners home listings if you feel that there is more information that you require about the home and/or the pet/s, please always feel free to ask the owner in a message via the inbox. I am sure that they will be happy to provide you further information so that you can make sure that the sit is just what you are looking for. I will pass the feedback for a 'house trained' filters onto the product team for you.
I am really sorry to hear that you feel that the Membership Service Team did not fully assist you when you got in touch with us regarding your daughter's account. We always endeavour to go that extra mile to help all members, however, due to data protection laws, we are unable to discuss or action any account changes unless they come directly from the Primary account holder, which in this case would have been your daughter. Please be assured that as soon as we had heard from the Primary Account holder we would have actioned those changes.
If you or your daughter need any further help with your accounts then please feel free to contact the support team via Live Chat or at [email protected]
Best Wishes
The TrustedHousesitters Team.
Our first experience of using Trusted Housesitters for a "sit" went very well. Lovely family, beautiful pets and I am confident that we are all feeling great about the "sit" and everything this involved. Thank you Trusted Housesitters for providing this service. A real win-win model has evolved which is to the benefit of all concerned.
We were very happy with the prompt reply we received from a family who could house sit for us for three weeks. This was our first experience using the TrustedHouseSitters site and all went very smoothly. We felt that we had left both the house and our pets in good hands. The house was immaculate when we returned from our holiday and our two cats had been wonderfully cared for. I have been a little overwhelmed using your site and each time hope that I have checked all the right labels. I would certainly recommend TrustedHouseSitters to others.
Dear Jenness,
What a great review and thank you for taking the time to leave it.
I am super pleased that you have shared your first fantastic experience with us!
I noticed that you have said that you have been feeling a little overwhelmed with using the site - that is perfectly normal when using a new website and to help you out as with all members I am more than happy to arrange for one of the Membership Service Team to give you a call and talk you through anything that you need. Of course, you may have it all figured out by now, which is great - but please know that the support team is on hand to help!
Please get in touch via Live chat or [email protected] and we can get that call scheduled in for you if you would like us to.
Best Wishes
The TrustedHousesitters Team.
Over the last few years we have had almost a dozen pet sitters... We have four dogs so taking care of them is not something every can do... BUT EVERY PERSON from TrustedHouseSitters were awesome! I mean, really, really awesome. Some have even become wonderful friends who have become more like family! Just this past weekend we had out latest TrustedHouseSitter and we fell in love with them again, prompting us to say, "HOW DOES TrustedHouseSitters get top-notch sitters EVERY time?" It's truly amazing! We wish the whole world were like this! What a wonderful resource, not only for our dogs, but also for us! WIN-WIN! :)
This was our 1st time using this site, found it easy to use, had many replies to the dates we put down. The sitters we have had were outstanding.
Dear Karen,
Thank you for that lovely review and feedback.
Welcome to the community and I am extremely pleased to hear that you have your first completed sit on the site and how great your sitters were.
We are pretty proud of our community and I am glad to hear that you have already met some great sitters through it!
Best Wishes
The TrustedHousesitters Team.
This is a useful service, and we've had some very trustworthy and wonderful sitters as a result. The one caveat is that they've moved from their simple website that was very clear and straightfoward to one with a lot of names and confusing labels, and my heart sinks when I have to use it.
Hi Pam
Thank you for taking the time to leave this review, and I am very happy to hear you are finding wonderful house and pet sitters.
We are constantly looking at ways to improve and update the site for the convenience of our members, so if you are struggling with any changes made, remember we have the 24hour Membership Experience team you can contact on phone, email or live chat and they are always happy to help, and can talk you through any aspect of the site you might need help with. Do not hesitate to get in touch using the 'Contact Us' form on the website
Many Thanks
The TrustedHousesitters Team
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Dear Catherine,
I am really sorry to hear that you remain dissatisfied with the outcome of our recent complaint investigation. We hope that any issues that arise during a sit can be amicably resolved between members and we are sorry to hear that this was not the case in this situation.
It is simply not the case that complaint investigations are favoured to the side of a Homeowner. I can assure you we always thoroughly investigated complaints in a fair and unbiased way, taking into consideration information and evidence submitted by both sitters and owners. In this case, we were able to see that the owners listing was accurate as was the information provided regarding internet speed.
Unfortunately during the course of any investigation if there is clear evidence that a direct breach of the Code of Conduct has been made by any member then we are left with no choice but to suspend that members account. This would be the same process if the member was a sitter or an owner.
We never take the decision to suspend a member lightly, however, I am sure that you can appreciate all members need to abide by the Code of Conduct in order to keep the community a place of trust for everyone.
It also seems that some of the information in this review does not correlate with the information supplied during the complaint case. We would always recommend that all information and evidence is submitted during the complaint investigation so that we can make a fully informed decision.
We really appreciate all recommendations from members - As a thank you - we have a 'refer a friend' reward - which is 2 free added to your account for every new member that signs up using your unique code! However referring members still need to abide by the Code of Conduct that they have agreed to, to make sure that the community remains a place of trust.
Once again I am sorry to hear that you remain unhappy with the outcome of this complaint and please feel free to contact me directly at [email protected] FAO Carla if you would like any more information regarding this.
Best Wishes
Carla
Membership Services Operations Manager
TrustedHousesitters.