Amber M.
Extremely disappointing experience with both Rover and Rover Support
I am honestly shocked by my experience with Rover. I booked a sitter to complete twice-daily 30-minute drop-in visits for my cat while I was away on vacation. The agreed-upon times were approximately 7:00 a.m. and 6:30 p.m. From the very first day, there were problems. The sitter was repeatedly late — sometimes by hours — the visits were consistently much shorter than the 30 minutes I had booked, and there were multiple discrepancies between the times recorded in the Rover app and the times she was actually at my home, which I was able to verify through my doorbell camera. On one occasion, she was almost three hours late for an evening feeding. On another day, she completely missed the morning visit. I contacted her twice and did not receive a response for hours. Because my cat still needed to be fed, I had to find someone else to go to my home and feed him. This happened while I was on vacation and was relying on Rover specifically so I could have peace of mind about my pet’s care. The sitter later explained that afternoons and evenings were easier for her and that she had circumstances that could make her availability unpredictable. That information was never disclosed during our meet-and-greet or before she agreed to the booking times. Had I known this beforehand, I absolutely would not have chosen her. What made the situation even more concerning was the Rover check-in information. I documented the actual visits through my doorbell camera and found repeated discrepancies between when the sitter actually arrived and when the Rover check-in said the visit started. The sitter explained that she had accidentally left the Rover timer running after leaving on some occasions, but that does not explain check-ins showing that she had started visits before she had actually arrived. I contacted Rover Support while I was away because I was genuinely concerned about my cat’s care. I was told that my concerns would be taken care of and that someone would follow up with me. I provided the information requested and waited. After the booking ended, I followed up again as instructed. Then again. And again. It took my third request for an update before someone finally responded to tell me that my refund request had been denied. And that was it. No meaningful explanation. No reasoning for why the documented discrepancies, missed visit, significant delays, short visits, and need for backup care did not warrant a refund. Just a denial. I am extremely disappointed not only in the sitter, but in Rover’s handling of the situation. I used Rover because I believed the platform provided some level of accountability and protection when trusting someone with access to my home and responsibility for my pet. Instead, I was left stressed and worried throughout my vacation, had to arrange backup care myself, documented everything, repeatedly contacted support, and ultimately received no meaningful resolution. I am not upset because a sitter was occasionally 10 minutes late. I am upset because there was a consistent pattern of unreliable service throughout the entire booking, and when I brought that evidence to Rover, I expected them to take it seriously. I would strongly caution anyone considering Rover to understand that if something goes wrong, you may not get the support or accountability you expect. Based on my experience, I cannot recommend Rover and will not be using the platform again.
Response from Rover.com | Pet SittingSep 4, 2026
Hi Amber, we're sorry to hear that this was your experience. While this is not typical of Rover, we take feedback seriously. Our goal is to ensure every user can book trusted pet care and have a great experience, and we regret that wasn’t the case for you. We encourage you to contact our 24/7 Trust & Safety Team at 888-727-1140 so we can get more information. -Lynn