Brand Overview: TrustedHousesitters
TrustedHousesitters is a global online platform that connects pet owners with traveling pet sitters. Founded in 2010 by Andy Peck and Rachel Martin, the company has grown into a major player in the sharing economy. The business is currently backed by private equity firms, including Rockpool Investments and Mayfair Equity Partners.
Contact Info
- Email: [email protected]
- Phone: There is no publicly available phone number for customer support. The company relies almost entirely on its automated website chatbot and email for member inquiries.
Industry and Operations
TrustedHousesitters operates a two-sided marketplace within the travel and pet care industries. Members pay an annual subscription fee to join as a pet owner, a sitter, or both.
- Pet owners list their homes and pets to find verified sitters to care for them while they travel.
- Sitters offer their pet care services free of charge in exchange for a place to stay anywhere in the world.
- The platform facilitates background checks, profile creation, application management, and communication between both parties.
User Sentiment
While the foundational concept of the platform remains popular, recent policy changes and the removal of direct contact methods have led to growing frustration among long-time members.
- Lack of Customer Support: A major complaint is the inability to speak with a human representative. Users report being stuck in loops with the automated chatbot and experiencing long delays when waiting for email responses, which is especially stressful during pet care emergencies.
- Unexpected Fees: Many members are highly dissatisfied with the recent introduction of per-sit booking fees, arguing that they already pay a high price for an annual premium membership.
- One-Sided Dispute Resolutions: Both sitters and homeowners have expressed that the platform often handles disputes poorly, making unilateral decisions or suspending accounts without properly investigating both sides of the story.
- Misleading Premium Benefits: Users frequently complain that the cancellation insurance and liability protections advertised with premium tiers have strict limitations, high deductibles, and are treated by the company as discretionary benefits rather than guaranteed insurance.
Share Your Experience
If you’ve experienced issues with TrustedHousesitters, you’re not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.