Breadcrumbs: Home > House Sitting Guide > House Sitting Conflict Resolution
Article updated on: February 2026
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📊 QUICK FACTS:
How often do serious conflicts happen? Rarely, 98% of THS sits receive 5-star reviews
Have we ever filed a formal complaint? No, in 15+ sits we have never needed to
Most useful habit we have built: A WhatsApp folder of photos and documentation from every sit
Most common source of tension: Avoidable, politics, religion, pushing personal opinions on homeowners or vice versa
The 30-day rule: Any formal THS complaint must be submitted within 30 days of the sit ending
Let us be honest about something before this article goes any further: in 15+ house sits across 9 countries, Caro and I have never filed a formal complaint with a platform. Not once.
That is not because we have been lucky enough to avoid every problem. We have arrived at sits that needed cleaning before we could settle in. We spent two weeks in Kefalonia dealing with flea bites from cats that were not disclosed in the listing. We have seen listings that did not fully match reality. But none of it rose to the level of requiring formal intervention and based on the numbers, that is the most common experience.
TrustedHouseSitters reports that 98% of sits on their platform receive five-star reviews. Out of nearly 10,000 active listings, only around 2% have ever produced a review below five stars. Serious conflicts that require formal complaints are genuinely rare. Most problems in house sitting are solved with a message, a photo, and a calm conversation — not a case file.
That said, the 2% exists. And knowing how to handle it when it finds you is worth understanding before you need it.
The Kefalonia Lesson: Document Everything, Even When You Do Not Plan to Use It
When we arrived in Kefalonia and realised the sit involved nine cats rather than the one or two implied in the listing, and that several had fleas, our first instinct was not to contact THS. It was to take photos.
We photographed the flea bites on our skin as they appeared. We messaged the homeowners immediately about the fleas, which meant the conversation was timestamped and on record. We kept those photos in a dedicated WhatsApp folder we have set up specifically for sit documentation.
In the end, we did not escalate anything. The owners arranged flea treatment quickly, the sit was genuinely lovely in many other ways, and we left grateful for the experience. We wrote an honest review that mentioned the fleas diplomatically, and they wrote a warm review of us.
But the documentation was there if we had needed it. That is the entire point.
📱 The 2-Minute Documentation Routine — do this at the start of every sit:
Step 1: Record a short video walkthrough of the whole property — rooms, condition, any existing damage
Step 2: Screenshot the Welcome Guide instructions and any key messages from the homeowner
Step 3: Save receipts for any pet essentials or supplies you purchase during the sit
Send everything to a dedicated WhatsApp folder labelled with the sit name and date. If the sit goes perfectly, you never open it again. If something goes wrong, you have a timestamped, organised record ready to copy and paste — no digging through your camera roll at 11pm in a stressed state.
The Conflict Escalation Ladder: Problem vs. Complaint
Most things that go wrong during a house sit are problems, not complaints. Understanding the difference prevents unnecessary stress and protects your sitter liability if things are ever disputed.
| Level | Issue | Action |
|---|---|---|
| Level 1 — Minor | Dirty kitchen on arrival, slow Wi-Fi, small listing inaccuracy | Solve directly, mention diplomatically in review |
| Level 2 — Moderate | Undisclosed pets, broken appliances, utilities not working | Document, notify homeowner in writing, request fix |
| Level 3 — Serious | Aggressive animal not disclosed, no heat or hot water, mould in living areas | Contact THS Support, document fully for potential complaint |
| Level 4 — Critical | Harassment, genuinely unsafe living conditions, homeowner refuses to leave | Leave immediately, contact THS and local authorities if needed |
The mistake most new sitters make is treating Level 1 as Level 3. A cat that turned out to be more demanding than described is a problem you handle and mention in your review. A homeowner who concealed that their dog has a serious aggression history or a property with no running water or dangerous mould is a platform-level matter requiring member protection procedures.
THS does not act as a third-party mediator in the traditional sense, they do not bring both parties together to negotiate a compromise. They act as an arbitrator: they review evidence submitted by both sides and make a ruling based on their terms and conditions. Understanding this distinction matters when you are deciding whether to escalate, because the outcome is a decision, not a negotiated settlement.
Prevention: The Real Conflict Resolution Strategy
Caro and I have come to believe that most conflict in house sitting is avoidable, and that avoidance starts long before the sit begins.
The video call is your filter. If anything feels off during the call — evasive answers about the animals, vague responses to direct questions, a general discomfort you cannot quite name, trust that feeling. There will always be another sit. We have walked away from sits after calls that did not feel right and have never regretted it. Our video call guide covers the specific questions that surface problems before they become your problem.
Keep communications on-platform. Any agreement about duties, dates, expectations, or anything that deviates from the listing should be confirmed in the THS message thread. WhatsApp is also fine and also on top of that fine for day-to-day updates and pet photos during the sit. Important agreements should be documented, preferably on the platform you are using.
Avoid the topics that create tension. This sounds obvious but it is worth saying directly: do not bring up politics, religion, or any topic that could create friction with homeowners. Caro and I have our own views on plenty of things and we keep them to ourselves during sits. Homeowners are opening their home to you. They are allowed their own opinions. Pushing yours onto them is unnecessary and occasionally the source of reviews that nobody wanted to write or receive.
Review Extortion: What to Do if a Homeowner Threatens a Bad Review
This happens more than platforms like to admit, and it has a name in the community: review blackmail. A homeowner says, directly or implicitly, that if you raise a complaint or leave an honest review, they will leave you a negative one in return.
In 2026, THS has explicit policies against review extortion. If a homeowner threatens a bad review to silence a legitimate complaint, document that threat immediately, screenshot the message, save the WhatsApp conversation, keep everything. This is one of the specific situations where a review can be removed from your profile, because it was produced under coercion rather than as a genuine reflection of the sit.
The double-blind system is specifically designed to prevent this kind of pressure. Neither party sees the other's review until both have submitted or the 14-day window closes. A homeowner cannot read your honest account of the fleas before deciding what to write about you. The system removes the leverage, but only if you use it correctly and do not let threats push you into writing something less than truthful.
If a threat is made, report it to THS support before either review is submitted. That documentation, combined with the threat itself, creates a strong case for platform intervention regardless of what review ultimately appears.
When You Do Need to Escalate
If a situation is serious enough to require formal intervention, the process on THS is clear.
What qualifies for a formal complaint:
Deliberate misrepresentation of a pet's health or behaviour that put you or the animal at risk
Living conditions that posed a genuine health or safety risk
A homeowner returning early without cause and expecting you to leave immediately
A demonstrably false or retaliatory review — not one you simply disagree with, but one containing provable lies
What does not qualify:
A review where you and the homeowner simply see the sit differently
Conditions that were slightly below what you hoped for but not dangerous
Personality clashes or communication styles that did not gel
The process:
Compile your evidence first — timestamped photos, full conversation threads (not cherry-picked screenshots), any vet or official reports if applicable, and a copy of the original listing that shows what was promised
Email support @trustedhousesitters.com with a clear subject line: "Formal Complaint — Sit [Dates] — [Homeowner Name] — Member ID [Your ID]"
Write your complaint chronologically, referencing specific evidence at each point
State clearly what outcome you are seeking — a review removed, a formal warning issued, or platform action against the homeowner or sitter
Submit within 30 days of the sit ending. After that window closes, the complaint will not be accepted
💡 2026 Booking Fee Note: If you paid a per-sit booking fee and the sit is cancelled or becomes untenable due to homeowner breach, you are entitled to a full refund of that fee. Mention this specifically in your support ticket — it will not be applied automatically.
THS aims to respond within 14 business days. If you disagree with the outcome, one appeal is available — email with the subject line "Complaint Appeal" and a senior team member will review. That decision is final.
For Premium members: if a sit became untenable due to misrepresentation and you incurred alternative accommodation costs, mention this in your initial complaint and ask about the claims process.
Leaving an Honest Review Without Escalating
Not every problem warrants a formal complaint. Sometimes the right response is simply an honest review.
Our Kefalonia review mentioned the fleas. We were diplomatic — we described the situation factually without dramatising it, acknowledged the owners' quick response when we raised it, and gave five stars overall because the sit genuinely was a good experience despite the difficult start. The owners left us a warm review in return. The double-blind system meant neither of us saw the other's review before submitting, which made it easier to write honestly.
The rule we follow: write the review you would want to read if you were considering that sit. Not a complaint dressed up as a review, not a glossy endorsement that omits something future sitters should know. Honest, specific, proportionate. Our verified reviews guide covers how to write diplomatically without being dishonest.
If a homeowner leaves a review you believe is unfair, you can respond publicly — keep it calm, factual, and brief. The response is as much for future homeowners reading the profile as it is for the person who wrote the review.
The Worst Case Scenario: Emergency Housing, Insurance and Sitter Liability
Most conflict resolution articles stop at the complaint process. This section covers what happens when things go wrong fast.
If you need to leave a sit immediately — unsafe conditions, harassment, a genuinely untenable situation — your first obligation is to your own safety. Leave. Contact THS support as soon as you are somewhere safe. Per THS terms, leaving a sit early without informing the homeowner and giving them reasonable time to arrange alternative care can result in a platform ban, so document your reasons and notify both the homeowner and THS in writing as soon as practically possible.
🚨 The 3-Step Panic Protocol:
Remove yourself from the unsafe situation — your safety comes before the sit, the review, or any platform consequence
Document immediately — photographs, screenshots, a voice note to yourself describing what happened and when
Contact THS support in writing — email creates a timestamped record; a phone call does not
Sit Cancellation Plan (Premium members): If a homeowner cancels on short notice or a sit becomes untenable due to their breach, THS Premium members may be able to claim alternative accommodation costs of up to $1,500 through the Sit Cancellation Plan. This is offered at THS's discretion, not as an automatic right. Mention it in your complaint and ask Member Services directly about eligibility.
Vet bills and sitter liability: If a pet requires emergency care during a conflict situation, the THS terms are clear — the homeowner remains responsible for all veterinary costs. You pay upfront if needed and request reimbursement within 14 days of the sit ending. Keep every receipt. If a homeowner refuses to reimburse vet costs you incurred while acting in good faith, that is a formal complaint matter with clear supporting documentation.
A note on sitter liability for property damage: If you accidentally damage something during a sit, notify the homeowner immediately, document the damage with photos, and agree a repair plan. THS's Accident and Third Party Liability Plan covers sitters for damage or injury caused by a pet during a sit — but accidental damage to the property itself is separate. Check your own travel insurance policy before any sit for what it covers.
⚠️ The Insurance Gap: THS's Home and Contents Plan protects the Pet Parent, not you. It does not cover your laptop if you drop it, nor does it automatically protect you if you break a valuable item in the home. If you break something minor, offer to pay for it — that is the standard of care expected and the right thing to do. If it is something significant, this is where your own travel insurance or third-party liability coverage — standard in many EU and UK policies — becomes relevant. Check your policy before you sit, not after something breaks.
Tenancy rights and your legal status: In 2026, most house sits are legally classified as a licence to occupy, not a tenancy. You do not have renters' rights to stay, and homeowners do not have landlord obligations toward you. This is why the platform's member protection procedures are your primary legal shield — not tenancy law. If a homeowner asks you to leave and you believe it constitutes a breach of contract, document everything and contact THS immediately rather than attempting to remain on the basis of any occupancy rights.
The Bottom Line
Conflicts in house sitting are rare. The documentation habit is not about expecting the worst — it is about removing the stress of being unprepared if something does go sideways. Three minutes of photos at the start of every sit, messages kept on-platform and over whatsapp for anything important, and honest communication throughout will handle the vast majority of problems before they become complaints.
In 15+ sits, that approach has been enough. We hope it is enough for you too. But if it is not, the process exists and it works when the evidence is there to support it.
Konrad & Caro 🐾🚐
DM us @housesittersguide if you have questions — we answer everyone!
FAQ
Have you ever had to file a formal complaint with THS?
No — in 15+ sits we have never needed to. The 98% five-star review rate on THS reflects how genuinely rare serious conflicts are. Most problems are solved with direct communication and good documentation habits, not formal processes.
What is the most important habit for avoiding house sitting conflicts?
Documentation from day one. Walk through the house at the start of every sit and photograph anything worth noting. Send them to a dedicated folder on your phone. If the sit goes well, you never look at them again. If something goes wrong, you have a timestamped record that takes minutes to create and hours of stress to replicate later.
What is the deadline for filing a THS complaint?
30 days from the completion date of the sit. After that, the complaint will not be accepted regardless of the circumstances.
Can THS remove a negative review I disagree with?
Not based on disagreement alone — THS has a tamper-proof review policy. A review can be removed if a formal complaint proves it was malicious, retaliatory, and contained demonstrable lies rather than a genuine opinion of the sit. A review you simply dislike stays.
What should I do if a sit is significantly different from the listing?
Document the discrepancy immediately with photos and contact the homeowner directly. Keep that conversation on-platform. If the situation is serious enough — an undisclosed health condition, unsafe conditions — and cannot be resolved, that is the basis for a formal complaint. If it is a lesser mismatch, handle it during the sit and address it honestly in your review.
What topics should house sitters avoid to prevent unnecessary tension?
Politics, religion, and any strongly held personal opinion that you feel inclined to share with homeowners. Everyone is entitled to their own views. Keeping conversations warm, curious, and focused on the animals and the area is a low-cost way to protect a five-star review.
