Home > Blog > TrustedHouseSitters Conflict Resolution
Quick Facts
| Have we ever filed a formal THS complaint? | No — in 17 sits across 11 countries we have never needed to |
| Formal complaint deadline | 30 days from the end of the sit — not negotiable |
| Review window | 14 days from the end of the sit — closes permanently after that |
| Where to submit | support@trustedhousesitters.com with your membership ID number |
| THS response time | Aims to respond within 14 business days |
| THS review policy | 100% tamper-proof — reviews cannot be amended or removed once submitted |
In 17 sits across 11 countries, Caro and I have never filed a formal complaint with TrustedHouseSitters. Not once.
That is not because everything has always been perfect. We spent two weeks in Kefalonia dealing with flea bites from cats that were not disclosed in the listing, a situation covered in detail in our property damage guide. We have arrived at properties that needed cleaning before we could settle in. We have seen listings that did not fully match what we found on arrival. But none of it rose to the level of formal intervention. Based on the 98% five-star review rate THS reports across the platform, that is the most common experience.
That said, problems do happen. This article covers exactly how TrustedHouseSitters' conflict resolution process works, what they will and will not act on, and what you need to do to protect your position at every stage.
The Step-by-Step Process
| Step | When | What to do |
|---|---|---|
| 1. Document on arrival | Day 1 of every sit | Short video walkthrough of the whole property. Send to yourself on WhatsApp immediately for the timestamp. Keep the raw camera roll file. |
| 2. Screenshot key messages | Throughout the sit | Save agreements, instructions, or concerning messages as full thread screenshots — not individual messages |
| 3. Address the issue directly | As soon as a problem arises | Message the homeowner on THS or WhatsApp. Keep it factual. Most issues resolve here. Our video call guide covers how to surface potential problems before they become mid-sit disputes. |
| 4. Contact THS Live Chat | If direct resolution fails | Available in the app. Type "Agent" or "Human" to bypass the bot for urgent situations. |
| 5. Submit formal complaint | Within 30 days of sit ending | Email support@trustedhousesitters.com with membership ID, full timeline, and all evidence |
| 6. Leave your review | Within 14 days of sit ending | Factual, specific, honest. Do not leave five stars for a sit that deserved less. Our verified reviews guide covers how to write diplomatically but truthfully. |
| 7. Appeal if needed | After receiving THS decision | Email support@trustedhousesitters.com with subject line "Complaint Appeal" |
Do steps 5 and 6 on the same day, well inside the 14-day review window. That covers both deadlines at once.
The Two Critical Deadlines
Both figures come directly from TrustedHouseSitters' official Member Dispute Resolution Procedure.
14 days is the review window. From the day after the sit ends, you have 14 days to leave a review. Once that window closes it is gone permanently. THS sends reminder emails during this period but do not rely on them.
30 days is the formal complaint window. THS states explicitly: "We will only accept complaints that have been submitted within 30 days of the completion of the relevant house sit." After that, they will not investigate regardless of the evidence.
The 14-day review deadline is the tighter of the two. If you are dealing with a serious situation, treat both deadlines as the same and act on day one.
What THS Will and Will Not Act On
THS will investigate: Listing misrepresentation involving animal health or numbers, safety issues including undisclosed dangerous animals, no utilities (heat, hot water, running water), homeowner harassment, and anything involving criminal conduct. For the broader legal framework around what platforms are and are not obligated to do, our legal issues guide covers it in full.
THS will not amend or remove reviews. THS operates a 100% tamper-proof review policy. Once a review has been submitted it cannot be changed or removed by either party. Review disputes are explicitly not accepted under their process. You can respond to a review publicly, but you cannot have it removed.
THS does not mediate. It arbitrates. They do not bring both parties together to negotiate a settlement. They review evidence submitted by both sides and make a ruling based on their terms and conditions. The outcome is a decision, not a compromise.
The Kefalonia Lesson: Build the Record First
When we arrived in Kefalonia and discovered nine cats rather than the one or two implied in the listing, and that several had fleas, our first move was to take photos.
We photographed the flea bites as they appeared. We messaged the homeowners immediately about the fleas, which created a timestamped record. We kept everything in a dedicated WhatsApp folder labelled with the sit name.
In the end we did not escalate anything. The owners arranged flea treatment, the sit was good in most other ways, and we left with a five-star review from them and an honest one from us. But the record was there if we had needed it. That is the whole point.
The documentation routine. Do this at every sit, no exceptions:
Record a short walkthrough video covering every room, condition, and any existing damage
Send it to yourself on WhatsApp immediately. The upload creates a timestamp.
Keep the raw original in your camera roll. WhatsApp compresses files and can strip EXIF metadata (the embedded timestamp and location data). If you ever need to prove a date to THS, the raw file from your camera roll is the only reliable evidence. The WhatsApp copy alone may not be sufficient.
Screenshot key messages as full conversation threads, not individual messages. THS specifies full threads in their evidence requirements. Our coordination guide covers the full walkthrough video protocol in detail.
What THS Accepts as Evidence
Confirmed from the official Member Dispute Resolution Procedure:
Timestamped photos
Timestamped videos
Full thread screenshots of emails, texts, and platform messages (not individual message screenshots)
Police or crime reports
Veterinary reports
Hospital reports
The full thread requirement is the detail most people miss. A single message screenshot will not carry the same weight as the complete conversation showing context and sequence.
The Problem vs Complaint Distinction
Most things that go wrong during a THS sit are problems, not complaints. Treating them at the right level protects your standing with the platform.
| Level | Situation | What to do | THS response |
|---|---|---|---|
| Level 1 — Minor | Dirty property, slow Wi-Fi, small listing inaccuracy | Handle directly, note in review | No platform action |
| Level 2 — Moderate | Undisclosed pets, broken appliances, utilities not working | Document, contact homeowner in writing, request fix | Support ticket as a record |
| Level 3 — Serious | Undisclosed dangerous animal, no heat or running water, mould | Contact THS Support with full documentation | Investigation, potential listing removal or member warning |
| Level 4 — Critical | Harassment, unsafe conditions, homeowner refuses to leave | Leave immediately. Contact THS and local authorities. | Immediate homeowner suspension pending investigation |
Treating Level 1 as Level 4 is the most common mistake new sitters make. A cat that turned out to be more demanding than described is a problem you handle and mention in your review. An undisclosed dangerous dog is a platform matter. Listings that systematically misrepresent responsibilities are covered in our guide to house sitting vs unpaid labour.
How to Reach THS Support in 2026
THS has moved toward AI-first support. The Live Chat routes you through a bot before reaching a human. In an urgent Level 3 or Level 4 situation, type "Agent" or "Human" directly into the chat to bypass the automation.
For a formal complaint, email support@trustedhousesitters.com with:
Your THS membership ID number
A clear timeline of events
All supporting evidence in the formats listed above
THS aims to respond within 14 business days. If you are not satisfied with the outcome, appeal by emailing the same address with the subject line "Complaint Appeal." A senior member of the Membership Services team reviews it and delivers a final ruling within 14 days. That ruling is final.
Booking Fee Refund on Cancellations
If you are on a Basic or Standard THS plan and a sit is cancelled through no fault of your own, you may be eligible for a refund of the per-sit booking fee. This is not processed automatically. Request it specifically when contacting support and include it in the same email as any complaint submission.
The Cancellation Plan and the Complaint Are Two Separate Things
This is a common and costly mistake. If you leave a sit early due to a Level 4 situation and you hold a Premium membership, filing a formal complaint does not automatically start a Sit Cancellation Plan claim.
The complaint goes to the Membership Services team and triggers an investigation. The claim for up to $1,500 in alternative accommodation costs goes to a separate claims process and must be notified within 24 hours of your departure. These are two different workflows handled by two different teams.
If you are leaving a sit early under serious circumstances: contact THS Live Chat immediately, notify the claims team within 24 hours for the accommodation payout, and file your formal complaint within 30 days for the investigation. Do all three. Missing the 24-hour notification window means the Sit Cancellation Plan will not apply regardless of the circumstances.
Conclusion
The THS dispute process is built around two deadlines, one email address, and a clear evidence list: fourteen days to leave a review, thirty days to file a complaint. Email support@trustedhousesitters.com with your membership ID and full thread evidence. THS arbitrates, not mediates, and its decisions are based on documentation.
The situations requiring formal action are rare. In 17 sits across three years, Caro and I have encountered real problems but have never needed to use this process. Build the documentation habit from day one regardless. If the sit goes perfectly, you never open that WhatsApp folder again. If it does not, you are already prepared.
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Frequently Asked Questions
How do I file a formal complaint with TrustedHouseSitters?
Email support@trustedhousesitters.com with your membership ID, a timeline of events, and all supporting evidence within 30 days of the sit ending. THS accepts timestamped photos and videos, full message thread screenshots, and police, vet, or hospital reports. Full threads only. Individual screenshots are not sufficient. They aim to respond within 14 business days.
What is the deadline for a THS complaint?
30 days from the end of the sit. After that, THS will not investigate. The review window closes even sooner at 14 days. If a sit ends badly, submit your review and your complaint on the same day, well inside the 14-day mark.
Can TrustedHouseSitters remove a bad review?
No. THS operates a 100% tamper-proof review policy. Once submitted, a review cannot be amended or removed by THS or by either member. You can respond to a review publicly. THS explicitly does not accept review disputes.
What happens if I disagree with THS's decision?
Email support@trustedhousesitters.com with the subject line "Complaint Appeal". A senior member of the Membership Services team reviews it and delivers a ruling within 14 days. That ruling is final.
Does TrustedHouseSitters mediate between members?
No, they arbitrate. THS reviews evidence from both sides and makes a ruling based on their terms and conditions. There is no negotiated settlement. Documentation determines the outcome.
