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Owners using one dog profile to sit for several animals?

I've recently had a few service requests from owners who either A) have multiple animals on their profile but only 'turn on' one animal in the request and then tell me its for all of them when I ask or B) create a mash up profile so it shows only one but is obviously for multiple pets. I am assuming they do this to bring down the cost. I have not used Rover as an owner, only as a sitter, so I am less familiar with what their rules are. However this seems like it could violate Rover's terms of service. What should I do in this case? Should I report the message thread? Or is this sketchy but not quite illegal? How should I respond to these requests? This is frustrating to me as these requests bring down my scores, and my area is pretty competitive, so I want all the advantage I can get (and am quite flexible with owners in general, but would really like them to play by the rules so as to keep us all safe).

3 Answers

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This is not super uncommon. Some pet parents aren't aware of the necessity of listing pets individually and others well... At any rate, I usually compliment them on a beautiful group of pets and then let them know that for them to be protected by Rover's insurance and for me to be in compliance as a Sitter, I will need them to individually list each pet.
If they are worried about price, I let them know that I have an extended stay rate as well as a second dog rate. But, these rate discounts are optional, so even if you don't offer them, the pet parents are still getting a great deal with the individual service and attention, Rover's insurance and the fact that we're usually a tad less pricey than large kennels.

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When I see this from a new client I politely tell them that they need to create a separate dog(s) in their account or the Rover insurance won't cover them

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Yes, most emphatically, you should be reporting these people to Rover. They are attempting to cheat you and there's no reason why you should be penalized. Rates are per animal and you even show an "additional pet" rate. Rover's insurance coverage is also predicated on accurate information. Be sure to tell those owners that additional animals would not be covered.

If the person honestly couldn't figure out how to add another pet profile, then professionally and tactfully offer to show them how it is done or refer them to Rover.

There are several older threads about this problem; here is one:

https://www.rover.com/community/quest...

But to be clear, this is completely wrong and would violate Rover's TOS.