Was an amazing first experience communication was great felt like my pup was in great hands and will definitely book again. Will recommend to all friends and family

I normally don’t leave negative reviews, but I feel it’s necessary in this case since there was no indication in the listing that reflected the reality we experienced. We arrived at the sitter’s place at the scheduled time, but no one answered the door. We rang the bell, called, texted, and after quite a while, someone finally responded via text saying they would come down. A gentleman eventually came to the door and took our puppies, explaining that Malorie was still sleeping. Honestly, I considered taking the puppies back with me right then. The house was not well kept—there was garbage everywhere. But I reconsidered, trusting the many positive reviews, and decided to leave our dogs. Several hours went by without any updates, so I texted to check in. Malorie replied saying she was heading to work and that someone would send a picture soon. We eventually received one, but it was disappointing: our dogs were shown standing next to the garbage cans in the backyard. According to the “report card” I received, that was the only potty break they got all day. This was confirmed by the fact that as soon as we picked them up, they urgently peed and pooped within a minute of leaving. It was also concerning that the gentleman came from upstairs while the dogs were kept downstairs, which made me wonder how much supervision they actually had. I’ve had wonderful experiences with Rover in the past and didn’t hesitate to book this stay, but now I realize I need to triple-check sitters going forward. Unfortunately, this was by far the worst experience I’ve had.