How & When To Turn Down a Pet Sitting Client

For many pet sitters, saying “no” to a prospective client is one of the toughest parts of the job. It can feel awkward and uncomfortable! But in some cases, turning down a booking is the best call for everyone involved.

Whether you have a scheduling conflict or a requested task gives you pause, it’s important to listen to your gut. Since many pet sitters find this tricky to navigate, we’ve gathered examples of how to gracefully decline a pet-sitting request—plus, why you might want to.

When You Might Want To Say No To a Booking

While it’s tempting to say “yes” to every booking, there are certain requests it can be important to turn down. These may involve logistical issues, the pet’s temperament or training, or the work involved.

Here are some scenarios where it might be best to decline a pet-sitting request:

• The pet has complex behavioral issues. A reactive dog takes skill to manage, and caring for a highly anxious cat requires some finesse. If you’re uncertain about your ability to manage those issues, it can be important to say no.
• Your schedule isn’t compatible with the pet’s needs. Some pets need round-the-clock care or several drop-ins throughout the day. Evaluate carefully whether you’re able to accommodate their schedule.
• The pet isn’t potty trained. A dog who has accidents or a cat who sprays can stain your carpets, leave behind stubborn odors, and even cause your own pets to scent-mark your space. If you don’t have a designated easy-to-clean space, it can be best to decline.
• The pet doesn’t get along with other animals. This comes into play if you have other pets at home or you’ve already booked other dogs.
• The owner’s approach to pet care doesn’t align with your ethics. If the owner insists that you use training methods or equipment you’re uncomfortable with, stay firm in your stance and don’t be afraid to decline the booking.
• The pet’s size makes them difficult to control. If you’re unsure of your ability to manage a large dog who’s prone to pulling on leash, it’s safest to say “no.”
• The pet has a history of destructive behavior. Whether it’s a cat who scratches up couches or a dog who has a habit of chewing on baseboards, it might not be worth the risk to watch them in your own home.
• There are medical care concerns. Some clients might need you to give their pet an injection or pill. Make sure you have the skill and the comfort level—and that the pet will let you—before agreeing.
• The client makes frequent last-minute requests. Constant last-minute bookings can be disruptive and stressful. If this has become a pattern with a client, it’s reasonable to decline.
• There’s a lack of transparency from the owners. Some owners will downplay their pet’s poor behavior or training issues. If you find that you’re in over your head or don’t trust the owner to be honest, it’s okay to say no.
• The client is outside of your service area. If the time and gas money it takes to get to a client outweighs your profits, it’s sensible to pass.
• You’re not equipped to take on a puppy or kitten. These youngsters require more time, attention, and effort. Make sure you’re willing to put in the extra work before you accept a puppy or kitten.
• The client has unreasonable expectations. Training and extensive housework, for example, may fall outside the scope of your pet sitting duties. If a client insists you take on services you don’t offer, it’s wise to decline.

Sample Language for Turning Down a Pet Sitting Client

You’ve made the hard decision to pass on a pet sitting request. Now comes the part most pet sitters dread: letting the owner know. You might feel nervous about disappointing someone, but remember, a request is not an obligation. In the end, declining a booking that doesn’t feel right is the best choice for all parties.

Try to keep your response simple and concise while maintaining a friendly, courteous tone. To get you started, here are some examples of messages that balance polite professionalism with firm honesty.

You’re unavailable, or the booking doesn’t fit into your routine

These templates can help if you’re unavailable on the requested dates or if the request involves a greater time commitment than you’re able to take on. If you can’t accept the booking now but would like to be considered in the future, invite the owner to reach out for future needs.

• “Hi [Owner’s Name]! Thank you for your request. Unfortunately, I’m unavailable for the dates you requested, but I hope you keep me in mind for future sitting needs!”
• “Hi [Owner’s Name]! Thank you for your request. Unfortunately, my schedule isn’t compatible with [Pet’s Name]’s needs, so I’ll have to decline. [Pet’s Name] deserves the best care, and I’m certain you’ll find a sitter who’s the perfect fit for them.”

The dog doesn’t match your preferences

This applies to big dogs you don’t think you could manage, plus dogs with challenging behavioral or training issues, like anxiety or reactivity.

• “Hi [Owner’s Name]! Thank you for considering me to walk [Pet’s Name]. He looks like a charmer, but I’m unable to book dogs over 80 pounds because I struggle to manage them safely. I appreciate your understanding and know the perfect sitter is out there for [Pet’s Name].”
• “Hi [Owner’s Name]! Thanks for reaching out. [Pet’s Name] sounds wonderful, but I think a sitter who’s more experienced with leash reactivity would be a better match. I wish you the best in finding a sitter who can give [Pet’s Name] the safest and most enjoyable walks!”

Declining after a meet and greet

Occasionally, you’ll meet a dog who sounded lovely during your initial messages with the client—but turns out not to be compatible in person. That’s okay; it’s what Meet and Greets are for!

You might realize pretty quickly that a pet isn’t a good fit for you. In these situations, it’s appropriate to let the owner know during the meeting. Other times, you might need a moment to mull things over and collect your thoughts for an appropriate response. In these cases, you can send a message along the lines of:

“Hi [Owner’s Name], thank you for meeting with me this afternoon. After giving it some more thought, I’ve decided I’m not the best fit for your needs. I wish you and [Dog’s Name] all the best, and I hope you find a sitter who’s a better match!”

Why It’s Important To Say No Sometimes

Declining an interested client can leave you feeling conflicted. You might really like the pet or hate passing on additional business. It’s normal to feel this way. But try to keep in mind that you won’t be doing anyone any favors by saying “yes” to a poorly matched booking. Doing so can add stress, or even raise safety concerns for you or other pets in your care.

It might sound counterintuitive, but passing on certain clients can actually improve your business in the long run. Saying “no” leaves the door open for better matches. This makes it easier for you to provide exceptional care, leading to happy pet parents who are more inclined to leave a glowing review and possibly refer your services to others.

To minimize the likelihood of needing to decline bookings, make sure your policies and limits are clearly stated on your sitter profile. And remember, saying “no” isn’t rude, nor is it a sign of failure. In fact, it can be a good way to grow your business and provide the best care to the pets in your charge.