pawshake.comReviews of pawshake.com

Response from pawshake.comApr 29, 2026

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

Response from pawshake.comApr 25, 2026

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