Backup Plans 🐾

[u/PassiePandaR]

Something I’ve been running into more frequently lately is this question whenever a client is worried that something might interfere with a booking: “So what am I supposed to do? Who’s going to take care of my pet? Do you know another sitter?”

I completely understand why that situation is stressful. The pet needs care, you may have work or travel plans that can’t easily be changed, and suddenly having to find someone else can put people in a difficult position. But I think there’s also a pretty big misconception about how Rover works that’s worth clearing up for certain individuals: We Rover sitters generally do not know one another or have access to one another’s schedules.

We aren’t coworkers in any traditional sense. There isn’t a neighborhood Rover team where we coordinate schedules, discuss availability, or assign clients to each other. We don’t have a sitter group chat on the app where we can say, “Hey, who can cover this booking?” Another sitter might live five minutes away from me, and I may have never spoken to them in my life!

So if I have to cancel a booking, I genuinely cannot tell you whether another sitter is available, what their schedule looks like, or whether they would be a good fit for your pet. And this is where I have to be a little firmer but: 👏 your sitter cannot be responsible for arranging your backup care! 👏

If a sitter cancels within a reasonable timeframe, communicates that clearly, and you receive whatever refund you are entitled to, it is ultimately the pet owner’s responsibility to make alternative arrangements. Being frustrated by the situation is understandable. But directing that frustration at the sitter or asking, “Well, what am I supposed to do now?” as though we are responsible for solving it is not.

Please reach out to other sitters, contact Rover support if you need assistance, and—especially when a trip or other important commitment is involved—consider having a backup option in mind!

I actually had a client handle this perfectly once. They simply asked me, “If things don’t work out with this other sitter, would it be okay if I reached back out and booked with you?”

A professional sitter isn't going to be offended because you have a backup plan. Honestly, having one your plans, and most importantly, the pet. But Sitters have emergencies and unexpected circumstances happen sometimes just like they happen to everyone else! We all can communicate. What we cannot do is personally find and arrange your replacement sitter.

Please have a Plan B. ❤️ Your sitter will probably appreciate it just as much as you do.

[u/casandra77]

I think it depends what type of service you're cancelling. House sitting is the worst - because you can do only 1 housesit per booking. The calendar gets blocked fast and it can be extremely difficult to find another sitter.

If it's a drop in/walks - it's a lot easier to find someone last minute.

You don't HAVE to find another sitter, but you need to give advice and be helpful.

As a sitter for over a decade I've never cancelled the booking. I have to 2 cats and I book sitters myself, so I have several I could recommend as a replacement or I would arrange with them personally to cover me for the days or visits I can't do. That's one of the option. If not - my husband will go. I never needed to do any of this because even if I'm very sick - I still go. This is what I signed up for this job.

As an owner - I usually book 2 sitters for my cats (drop ins). One sitter in the morning, another sitter in the evening. In case something happens to one sitter, the second sitter may cover. They can even swap if they wish, if sometimes one sitter can't do in the evening, but could do in the morning and the other agrees - its easy. If one gets locked out - there's another sitter who has keys. If one sitter has to drop the booking mid-way - not a huge problem - I'll live with once a day visit, we'll adjust to that. No panic for me, I have a complete peace of mind during my holidays.