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What if there was an issue during a past stay?

If there was an issue with during your pet's stay or walk, we encourage you to reach out to your sitter first to see if you can come to a resolution. 

Resolving the issue

To ensure you and your sitter come to a positive resolution, keep the following in mind:

  • Empathy. Your sitter may have faced unexpected challenges and tried their best to address issues in the moment.

  • Understanding. Realize that your sitter doesn't know your dog like you do, and they may use other problem-solving techniques that differ from your own.

  • Acknowledgement. Your dog is an individual, just like you. Even under the best possible care, your dog may act differently around others that you may not have seen before.

  • Trust. Trust that your sitter has your dog's best interests at heart. Did they follow the care instructions you filled out? Is there an opportunity to communicate needs that weren't addressed in the stay details that you could include in the future?

Preventing problems next time

Communication is just as important before a booking starts to ensure the safety and wellbeing of your pet during a stay. To prevent potential issues for future stays, make sure you do the following:

  • Write out your expectations. Write down everything you expect from your sitter in your pet profile and in Rover Messages, even if you've told them verbally. Documenting your pet's needs in a way that's accessible to your sitter—like detailed Rover message or care instructions—is crucial so they can easily reference it during the stay.

  • Specify your communication needs. Let your sitter know how often you expect to receive updates and when you'd like to be alerted of any issues. Some sitters may assume you don't want to be bothered and will attempt to solve problems on their own.

  • Plan ahead. It's always better to give your sitter more information than not enough. Make sure you list an emergency contact if your sitter is unable to reach you.
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