pawshake.com

Hi there, Thank you for taking the time to leave your review, and I’m really sorry to hear about your experience. What you’ve described — having two different sitters and not receiving a reliable service — is understandably upsetting, and it’s not the experience we want anyone to have on Pawshake. Feedback like this is taken very seriously, particularly where it impacts trust and confidence in a booking. We’ve already requested your booking details so we can follow this up properly with the sitters involved and understand exactly what happened. In the meantime, please do reach out to our Help Centre so our team can investigate this further and support you directly. We’d really like the opportunity to look into this properly and ensure it is addressed. Kind regards, Pawshake Support

Hi there, Thanks for taking the time to share your feedback. We understand how frustrating it can be when you’re trying to secure care in advance, especially during busy holiday periods. Pawshake works a little differently from traditional boarding businesses — our sitters are independent pet care providers who set their own availability, pricing, and schedules. While many keep their calendars up to date, some may still be confirming their personal plans, particularly several months ahead of peak seasons. That said, sitters are expected to respond promptly and keep their availability as accurate as possible. A couple of tips that can help: Reach out to a few sitters at once to increase your chances of securing a booking quickly Look for sitters with recent reviews and high response rates Consider expanding your search radius slightly, as availability can vary by area. We also want to note that promoting other platforms within reviews isn’t appropriate and may be moderated in line with our review guidelines. It is against Trust Pilots guidelines. If you’d like, we’d be happy to help you find available sitters in your area — just let us know your dates and location. Best regards, Pawshake Support

Thanks for sharing your feedback. From a customer perspective, it’s important to clarify a few key points about how Pawshake is designed to work, as several of the concerns raised stem from not following the platform’s booking process. Pawshake is a platform that connects pet owners with independent sitters. While sitters operate their own services, they are expected to follow clear guidelines designed to ensure safety and reliability for both parties. One of the most important requirements is that a meet & greet should take place before accepting any booking. This step exists specifically to avoid situations like the one described — where either party later feels uncomfortable with the arrangement. Accepting a booking without first meeting the owner and pet is against recommended practice and significantly increases the risk of cancellation and dissatisfaction on both sides. If a sitter later chooses to cancel after accepting a booking due to concerns about the environment, this indicates that the due diligence step (the meet & greet) was not completed properly beforehand. In that case, the resulting disruption to the owner’s plans is understandably frustrating and not the experience we aim to provide. Regarding response times: Pawshake does encourage timely communication, as this is a service-based platform where owners rely on quick coordination for their pets’ care. Profiles with consistently slow responses may become less visible, as reliability is a key factor in matching. As a service provider, there are standards of communication that most owners would reasonably expect, including timely responses to enquiries within 24 hours. On fees, Pawshake takes a service commission (currently 19%) which supports platform operations including payment processing, customer support, veterinary coverage for bookings, and maintaining the marketplace infrastructure. We also want to be clear that sitters are expected to treat all clients respectfully and professionally, regardless of personal impressions of a home or environment. Judgements about an owner’s living situation are not appropriate grounds for cancelling a confirmed booking without prior communication and proper process. Finally, claims regarding review removals or manipulation are incorrect — reviews are moderated only in line with Trust Pilot's guidelines around content and accuracy. Kind regards, Pawshake Support

Hi Thuria, Thanks for taking the time to leave a review, and sorry to hear you’ve had trouble with the help form. We’ve had our IT team test the submission process across Web (1) + (2), iOS (3) + (4), and Android (5) + (6), and everything appears to be working as expected on our side. That said, issues like this can sometimes be caused by browser cache, cookies, or a temporary connection error. We’d recommend trying the following if you experience it again: Refreshing the page or trying a different browser Clearing cache and cookies Using the mobile app instead of web (or vice versa) If it still doesn’t work after that, please let us know and we’ll be happy to look into it further with you directly. Kind regards, Pawshake Support