Review of TrustedHousesitters


Rated 2 out of 5 stars

Won’t Do a Well-being Check for Distressed House sitter.

I’ve used THS for several years and persevered with them when, for example, one house sitter was detained by customs at the airport because there are laws about not being able to stay in the country for free. In that instance, the house sitter had an unfortunate overnight stay in a detention center and I had 24 hours to find a new sitter. Very stressful.
Currently, I have a sitter, who upon arrival (2 hours before my flight) told me she suffers with a nightmare disorder for which she used to take an antipsychotic. I reached out to THS when my cat become unwell and I wanted a third party to check the house sitter was doing ok after she was sobbing uncontrollably down the phone. Given her sleep disorder I was concerned about her well-being even though she was trying to be brave with me. I know from managing staff that sometimes they are more comfortable to tell a peer how they are doing rather than someone they feel responsible to. 4 days after reaching out to THS (I tried by phone but the line said they were busy and cut me off) I received a reply that said they were sorry for the delay and are extremely busy, followed by
"I see that you have mentioned that you are in daily contact with the sitter. We will not be doing a do wellness check on the sitter so as to not cause them further distress."
I have never before heard that politely and kindly asking someone if they are alright was the cause of distress. Actually, the opposite is true. Not asking if someone is ok (especially when you have been told that they are not) show a distinct lack of compassion from the THS team for their sitters.
As someone who works in psychological services I am utterly disgusted with their approach the matter or rather, the total avoidance of it.

Date of experience: 08 November 2022

Reply from TrustedHousesitters

Hi Gemma.
Thank you for your review, I am very sorry to hear that you have had a negative experience with our support team and I have reached out to you via email to discuss this further.