Forget the advice that tells you to always seek an “amicable resolution.” When a house sit goes catastrophically wrong, we’re talking undisclosed sick pets, appalling living conditions, or major breaches of trust, being polite and trying to talk it out can be the worst move you can make.
The most powerful tool in a sitter’s arsenal isn’t diplomacy; it’s the formal Member Disputes process on Trusted House Sitters, a system most members are too intimidated or unsure how to use effectively.
While we previously explored what to do if you get a negative review, that advice is for managing disagreements of opinion. This is different. This is for when a fundamental line has been crossed. This is your guide to escalating the right way, building an airtight case, and ensuring the platform’s protections actually work for you.
The Critical Difference: A Bad Review vs. A Formal Complaint
First, you need to understand the platform’s philosophy. Trusted House Sitters operates a strict 100% tamper-proof policy for reviews. As long as a review is respectful and doesn’t breach their terms, it stays. They will not amend or remove a review just because you disagree with the owner's opinion. This is why simply disputing a review is a dead end.
You can—and should—leave a public response to a negative review. But when the issue is more severe than a simple difference of opinion, you need to bypass the review system entirely and file a formal complaint.
So, when do you escalate? You file a formal complaint for serious breaches of their Terms of Service, such as:
Deliberate Misrepresentation: The homeowner deliberately concealed critical information, especially about a pet's poor health. The listing and Welcome Guide must be accurate.
Unsafe or Unhygienic Conditions: The home is in an appalling state that poses a risk to your health or safety, something far beyond simple untidiness.
Breach of Agreement: The owner returns early without cause, drastically changes the scope of duties mid-sit, or otherwise violates the agreed-upon terms.
Malicious or Untruthful Reviews: The owner leaves a review containing demonstrable lies as retaliation, not as a reflection of the sit.
In these scenarios, your goal isn't to change a review; it's to have the platform investigate a member's conduct. A successful complaint can lead to the removal of a retaliatory review and, in serious cases, the homeowner being removed from the platform altogether.
Building Your Case: Evidence is Everything
Before you even think about writing an email, you need to gather your proof. The resolutions team operates on evidence, not emotion. Your feelings of frustration are valid, but they won't win your case. Cold, hard facts will. Here’s exactly what you need to collect:
Time and Date Stamped Photos/Videos: This is your most powerful tool. Take pictures of everything relevant, the filthy conditions, the undisclosed medication you have to administer, the state of the pet upon your arrival. Make sure the metadata (time and date) is intact.
Full Conversation Threads: Do not screenshot single messages. You must provide the entire conversation thread from the platform, email, or text (like WhatsApp). This provides context and prevents accusations of cherry-picking messages. This is non-negotiable.
Official Reports: In severe cases, this is crucial. This includes police/crime reports for safety issues, veterinary reports if you had to take a pet for emergency care, or even hospital reports if you were injured.
The Original Listing and Welcome Guide: Download a copy of the original listing. If the owner claimed their dog just needs two short walks a day but you have vet bills for an undisclosed chronic illness, the original listing is your proof of misrepresentation.
Organize all of this evidence into a clear folder on your computer before you begin. Your goal is to make it as easy as possible for the case handler to understand the situation and see the proof.
The Formal Complaint Process: A Step-by-Step Walkthrough
Once your evidence is compiled, it's time to initiate the process. Follow these steps precisely to ensure your complaint is accepted and reviewed.
Step 1: Draft Your Complaint Email
Open your email client and compose a new message to [email protected]. Do not use any other email address.
Step 2: Write a Clear and Concise Subject Line
Use a subject line like: “Formal Complaint Regarding Sit [Dates] with [Homeowner Name] - Member ID [Your ID]”
Step 3: Structure Your Email
Structure your email professionally and logically.
Introduction: State your name and membership ID number. Clearly state that you are filing a formal complaint regarding a specific house sit (include dates, location, and the homeowner's name/profile).
Summary of the Complaint: In a single paragraph, explain the core issue. For example: “I am filing this complaint due to a serious breach of the Terms and Conditions by the homeowner, who deliberately concealed the advanced and contagious nature of their pet’s illness, putting both the pet and myself at risk.”
Detailed Explanation with Evidence: Go through the events chronologically. For each point you make, reference the evidence you have attached. For example: “On the first day, I discovered the cat was unable to walk, contrary to the description in the listing (see attached screenshot of listing). I immediately contacted the owner (see attached WhatsApp thread, messages from Oct 5th) and then took the cat to the vet (see attached vet report).”
Desired Outcome: Clearly state what you would like to see happen. This could be the removal of a retaliatory review, a formal warning issued to the homeowner, or their removal from the platform.
Step 4: Attach Your Evidence
Attach all the organized files you collected. Double-check that they are all there before you hit send.
Crucial Timelines to Remember:
30-Day Deadline: You MUST submit your complaint within 30 days of the completion date of the sit. If you miss this window, they will not accept it.
14-Business Day Response: The resolutions team will aim to communicate their decision and any action taken within 14 business days. They may contact you or the other member for more information during this period.
A Real-World Success Story: Proof the Process Works
It can feel daunting, like it's your word against theirs. But this process is in place for a reason. Consider the experience of another sitter who faced an appalling situation. They reported a homeowner whose house was in a truly terrible state. In retaliation, the owner left a malicious review full of lies about animal neglect.
Feeling wronged, the sitter followed the process outlined above. They submitted a formal complaint with their evidence: photos of the home's condition and the complete WhatsApp communication thread that proved they had kept the owner updated.
What was the outcome? After an investigation, Trusted House Sitters sided with the sitter. The homeowner was removed from the platform for breaching the terms, and their retaliatory, inaccurate review was completely removed from the sitter's profile. The sitter was even offered a few months of free membership for the trouble. This is proof that when you have evidence and follow the procedure, the system designed to ensure house sitting safety can and does work.
What If You Disagree with the Outcome? The Appeal Process
If you receive a decision you are not satisfied with, you have one final option: an appeal. To do this, you must send a new email to [email protected] with the subject line ‘Complaint Appeal’.
Your case will then be reviewed by a senior member of the Membership Services team. They may contact you for more information. They will deliver a ruling on your appeal within 14 days of receiving it. It is critical to understand that this decision is final. There are no further steps after this.
A Final Pro-Tip for Premium Members
If you are a Premium member and your sit was cut short, either because the homeowners returned early without cause or because the listing was so misleading that the sit was untenable you may be able to claim back your alternative accommodation costs. If this applies to you, be sure to mention it in your initial complaint and ask Member Services about the process for making a claim.
Navigating conflict is the least glamorous part of the house-sitting lifestyle, but knowing how to handle it is essential. Don't let a bad actor tarnish your House Sitting Profile or your passion for what is otherwise an incredible way to travel. Be methodical, be evidence-based, and don't be afraid to use the tools the platform provides for your protection. The peace of mind is worth it.
Good luck, and if you have questions, feel free to reach out.
DM us @housesittersguide if you have questions we answer everyone!
Caro & Konrad 🐾🚐
Can Trusted House Sitters remove a negative review if I disagree with it?
No. Trusted House Sitters has a 100% tamper-proof policy for reviews. They will not remove a review based on a difference of opinion. However, they may remove a review if a formal complaint proves it was malicious, retaliatory, and part of a serious breach of their Terms of Service by the homeowner.
What is the deadline for filing a complaint about a house sit?
You must submit your formal complaint to Trusted House Sitters within 30 days of the completion date of the relevant house sit. Complaints submitted after this period will not be accepted.
What kind of evidence is most important for a successful dispute?
The most crucial evidence includes time and date-stamped photos and videos, full and unedited conversation threads (not single screenshots), and official documents like vet or police reports when applicable.
How long does the Trusted House Sitters investigation process take?
After you submit your complaint with all relevant evidence, the resolutions team will aim to communicate their decision and any action taken within 14 business days.
What happens if a homeowner lied about their pet's health in the listing?
It is against the Terms and Conditions for a homeowner to deliberately conceal information about a pet's poor health. If you can prove the listing was inaccurate with evidence like vet bills or photos, you have strong grounds for a formal complaint, which could lead to the removal of any negative review and action against the homeowner.
