If you encounter issues with your booking, first try to contact the sitter yourself (via animalhotels, phone, SMS, etc.). Try to clarify the situation with the sitter or ask them to cancel if necessary.
If you feel that your booking with the sitter is not proceeding correctly (i.e., there is no contact with the sitter, they are not responding to your SMS or phone calls, they refuse to cancel your booking, you cannot communicate with them, they are rude to you or exhibit other suspicious behaviour), you can report this to the animalhotels team. Simply select the "Report a problem" button. A window appears where you need to enter the reason for your report. This reason also appears in the conversation and, after sending, is forwarded to the animalhotels team. Reporting a problem automatically changes the status to “booking issues.” Payment to the sitter (on the last day of care) is withheld until the issue is resolved. During this time, the animalhotels team will try to resolve the issue in a personalised manner.