Jessica kindly accepted a last-minute booking after another sitter cancelled just three days before our departure, and I truly appreciated her flexibility and responsiveness in arranging a meet and greet before we left. She also left a thoughtful handwritten card, which was a kind gesture I was grateful for. Unfortunately, several serious concerns during and after her stay overshadowed the initial positive experience. The most significant issue was discovering that Jessica allowed her friend into my home without my knowledge or permission. Based on doorbell camera footage, it appears this person was also given my door code and may have been in the house alone at times. This was never communicated or approved, and it felt like a major breach of trust and respect. During our meet and greet, Jessica assured me she would remain at my home for the full duration of the booking. I told her my dogs would be fine if she needed to step out briefly, but I did not expect her to be away as often as she was. She was not even present to feed them during what I would consider reasonable mealtime windows. Additionally, her messages to me conflicted with what was shown on our security cameras, which raised further concerns about trust. When I returned home, my pets were visibly distressed. One of my dogs, who is normally friendly and confident, cowered in fear when I entered through the door used by Jessica and her friend, something she has never done before. My other dog was unusually agitated and unwell, more so than after any previous kennel stay. Our pets water bowl was empty upon our return as well, which was troubling as I don’t know how long it had been that way. I also found a vape device left behind, and there was a strong smell of cigarette smoke throughout the house. Smoking or vaping inside our home felt inconsiderate and unprofessional, especially as we have a smoke free home. Additionally, several personal items had been moved from inside cabinets and closets, which came across as unnecessarily invasive. While I can appreciate her intention behind making minor home improvements, one attempt caused surface damage to our kitchen table and ruined a brand new towel. I had hired Jessica to care for my pets, and I would have preferred her time be spent walking or playing with them, as discussed. The evening she left, Jessica submitted an additional payment request for a holiday rate that, according to Rover support, was not applicable. If she believed there was an error in the original booking rate, a direct conversation would have been more appropriate and better received than submitting a request for additional payment without prior discussion. When I inquired about the damage to the table, her response was aggressive and insulting. She then blocked me from further communication, preventing any opportunity for resolution or for addressing my concerns with her privately in a constructive manner. While I appreciated her initial help with the last-minute booking and the thoughtful card, the overall lack of communication, disregard for boundaries, and substandard care left me feeling disappointed and uneasy. I’m sharing my experience at a Rover’s customer service agents request.

Jessica was great with our dogs, she took care of them, took them out for walks, fed them and loved them. She also helped us shoveling, took out the garbage and recycling and she even detailed our Dyson! I would've loved to receive more pictures of our dogs, but she had trouble with her phone and I understand. Thanks again, Jessica!