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Sitters- do all your customers have their care information filled in?

I have a repeat "stay in my home" customer I've had for many, many years. This customer business travels so I have the dog(s) up to 14 days a month. This customer was my first when I was with SleepOverRover and during the merge into Rover.com. I have always, even back then, had a form for customers to fill out (ER contact, veterinarian name/address & ph,, feeding, etc. for my files) My customer contacted me and said they received something from rover and asked what it was about: "Required: Care Instruction" ..."Hi (name), It looks like you haven't added care instruction for (dog(s) yet. Adding care instructions --- info about their feeding, medication, and bathroom routine --- will give Kathleen the specifics they need to deliver 5-star care. " (Other than family, this customer will Not use another sitter.) Now, to confuse things more, they described the dog(s) as mixed. (It was an insult to my customer) The dog(s) are purebred. The owner had to make account corrections but did put in some information to appease rover. My customer gives me a 5 Star with great praise every year. Needless to say I was embarrassed and apologized. I know a lot of the pet parents don't add any information. Has anyone else had a customer receive something like this?

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Hillary H.

Interesting! I frequently have new clients who have not filled out any information about their pet other than the basics, but I have not yet heard of Rover reaching out requesting more information. Perhaps this is something they're testing out, as they mentioned, it does make things easier in terms of determining if the dog would be a good fit and knowing some background information about them prior to the Meet & Greet.

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Moureene T.

I wouldn't get too upset about it. Rover may have just been updating post-merge or the system may have flagged the profile automatically due to so many missing fields.

You may be the only person that sits for this family but every situation is different so standards are most likely uniform accross the system because, well, Rover is a business.

Also, in the unfortunate event that something happened to you while the family was away, this info may become pertinent (for example, I recently was injured walking a clients dog whike they were on vacation and had to be transported by ambulance to the ER!).

Finally, as for the breed slight, I'm sure it wasn't meant to be a slight and was nothing personal. Chances are, if the info wasn't filled out or didn't port correctly in the transition than 'mixed' might have defaulted because it's the most common breed. I'm somewhat 'mixed' myself and really think nothing of it. :)

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I was asking if other sitters had this happen. I have customers fill out a form with emergency contact and this customer has family living in the area. Pet Parents not filling out info on accnt was a subject of older threads.

Kathleen D.

I addressed that but you had a lot of complaints / concerns as well, so I put them into perspective. We, as contractors, utilize Rovers platform and I'm sure they simply have protocols. Most of my clients are newer to Rover so have not received this as far as I know

Moureene T.

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Sitters- do all your customers have their care information filled in?

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