Update: Sitter cancelled

This is an update to my previous post about a sitter cancelling once we were several states away. After agreeing to a Saturday start date, not showing up, and admitting she didn’t go, I had called her out on her mistake. Instead of owning up and making it right, she cancelled our booking and blocked me on the app.

Update: I’m happy to report that Rover seems to be taking this very seriously. I’ve been on several phone calls with them since Sunday night, all initiated by Rover as check ins to make sure I had care lined up and to update me on the case. This morning, I was able to view this sitter’s profile and saw the auto-added review saying “sitter cancelled within 24 hours of booking” (or something along those lines). She hadn’t yet written a response and I was honestly just waiting for her to leave a dishonest excuse.

This afternoon I got a call from someone who was even higher up the chain. They asked me to confirm that the sitter did not come on her assigned start date, which I confirmed. They asked for permission to share any needed info about my booking with the sitter as they were going to contact her next about what happened, and I approved. They asked me to spell out in a statement exactly what happened and provide screenshots of all interactions, so I responded as thoroughly as possible and sent all the screenshots. They confirmed again they could see all our interactions on the app, and thankfully that’s where all our communication took place.

Curious, I tried to access the sitter’s profile, and I can’t. I think it’s gone. When I click her name, it takes me to a page that just says “Sitter’s pets” but there’s nothing there. I went in my browser in private mode and not signed in, and searched for services I know she provides - she’s nowhere in the results.

It may be they took her profile down while investigating, but I’m hoping it’s for good. My pets weren’t fed for over 48 hours because of her, and I would never want this to happen to anyone else.

I’ll insist on a link to leave a review if her profile does get reactivated. I’m going to be keeping a close eye on it for sure. Thank you so much to all who gave advice and empathy. It’s so appreciated!