We just got back from our trip and we have several problems. I’ve had sitters make mistakes before, like not setting the alarm or not locking the door behind them. I still left good reviews because they seemed like honest mistakes that didn’t impact the overall quality of care. I’m really not sure what happened this weekend because we chose the sitter based off a 5.0 star review. I had done a meet and greet and gave her the basic information, then I typed up a document with specific directions. I said repeatedly if she needed something or had questions I’d be available. She waited until she was at the house for her first visit while we were at the airport to open the instructions document and realized she couldn’t open it. We had to scramble to get it all forwarded to her before we boarded our plane - and the alarm went off because she couldn’t get the passcode to work. The rough start would have been overlooked but we came home to over $800 in damages that were 100% not the animals’ fault as she insinuated - she didn’t follow the instructions. Our cats have their own room and we use a dog gate propped halfway in the door to allow the cats access but it still blocks the dogs from going in. I showed her that in person and we talked for several minutes about it. For some reason, maybe a misunderstanding, she appears to have completely closed the cat room between visits, leaving the cats blocked from their food, water and litter. The cat room was closed off when we got home, which is how I know. I feel like any rational person would think “Do they really want me to close off the cat room?” and double check with me. The cats went pee all over our 5 bed pillows, down comforter, mattress topper, mattress and headboard which are all brand new, and they went poo in the front entry. We had disconnected the Roomba but we were told the Roomba had somehow started cleaning and dragged poo around onto our new rug. The Roomba is new as well. I had asked that the Roomba be set aside so that I could take care of it when I was home, but she decided to try to clean it. I guess she was trying to be nice but she cleaned it in our kitchen sink, which is foul, and there is cat litter and what looks like grimey splatter in it. I am also not sure how she cleaned it and if she got water/cleaner in the components which will inevitably lead to its demise. Most of this stuff cannot be salvaged to a reasonable degree and will need to be replaced. When she initially called to let us know about the poop in the Roomba and rug, she stated there was questionable poo in the litter box, insinuating one of the cats must just be having bathroom problems. Our cats and dogs don’t have accidents. We are meticulous about our schedules and routines. Part of my instructions were also to leave closed doors closed. If for someone reason one was opened, I asked that she make sure a cat wasn’t inside before closing it again. We always keep two of our rooms closed, one of which is the office because it contains our fire arms and other important items. I’m not sure who opened the door or why, but she didn’t bother to close it. We are asking for a refund, considering the damages amount to several hundred dollars beyond what we paid for the visits. Rover’s policy is odd in that they make the pet owner ask the sitter for the refund. If it’s not refunded I will dispute it with the bank, as we lost a lot of money on this experience. These all seem like minor mistakes but it led to significant damages and my pets’ discomfort from being forced to hold their bowels for hours on end.

We are always happy with Michelle’s care of our 🐶. It is like a second home 🏡 to him.