MeowtelReviews of meowtel.com

Response from Meowtel· Oct 26, 2024

Hi Janet, Thank you for sharing your feedback. We’re genuinely sorry to hear that you had a negative experience with Meowtel, as we always aim for transparency and a seamless experience for our users. We’d like to clarify that any fees associated with booking through Meowtel (including visit rates that sitters choose themselves) are fully disclosed before any reservation is confirmed. Our goal is to ensure that there are no surprises for our clients, which is why we make sure that all pricing details—including service fees and sitter rates—are clearly displayed during the booking process. Our Trust & Insurance fee, which is outlined on our FAQ page and one of the most competitive in the market, ensures that we can continue to support our sitter community while providing quality care for cats and peace of mind for owners like yourself. We strive to be fair and upfront about our pricing, and we're always here to answer any questions or clarify any misunderstandings. We understand that every platform is different, and we respect your decision to choose what works best for you, even if that is not us.

Response from Meowtel· Sep 11, 2024

Hi Erik, Thank you for sharing your feedback. We appreciate the opportunity to clarify how holiday pricing works on our platform. Sitters with Meowtel are independent contractors who set their own rates for services, including the option to apply a holiday surcharge as well as the percentage for that surcharge should they choose to implement one. This allows them to manage their schedules and availability, especially during high-demand times such as federal holidays. The surcharge can vary between sitters, and this information is always available in the pricing section of their profiles for transparency. For reference, we define holiday pricing windows as 3 days before and 3 days after a federal holiday to accommodate the increased demand many sitters experience during these periods. Customers have the flexibility to choose sitters based on their pricing preferences, and we encourage you to review the sitters’ profiles in your area to find the best fit for your needs. As for your concern about not receiving a photo on the morning of your holiday visit, we sincerely apologize for any inconvenience or concern this may have caused, as an update should be sent for every visit. Rest assured, we’re always here to help whenever any concerns arise, and we will investigate when complaints are brought to us. If you feel a sitter may not have fulfilled your expectations, please reach out to us as soon as possible, and we will ask for documentation from both parties to ensure a fair resolution. You may learn more about our complaint escalation process here - https://meowtel.com/help-faq/customer/booking-modifications?question=134#134 We value your business, Erik, and appreciate the opportunity to assist you with any future bookings or concerns. Please don't hesitate to reach out if we may be of any further assistance.

Response from Meowtel· Aug 30, 2024

Hi Robin, Thank you for your feedback, and we're truly sorry for any confusion. We understand how the difference in the expected versus actual rates could be concerning, and it’s important to us that our clients feel confident and clear about the services they are receiving. To clarify, the rate you initially saw, $20, is for a 20-minute visit, which is the sitter's base price for the shortest visit option available. The session you selected was for 45 minutes, resulting in a different rate of $32. This adjustment reflects the longer visit duration you chose and the additional care your kitties would receive during the reservation. We are committed to transparency and want to ensure that all pricing information is presented clearly and accurately. Please know that we are here to provide any further explanations or assist in any way we can. Your trust is incredibly important to us, and we hope to have the opportunity to serve you and your kitties in the future with the clarity and quality you expect and deserve. Thank you again for bringing this to our attention, and we wish you all the best!

Response from Meowtel· Jun 6, 2024

Hi Phylis, Thank you for taking the time to share your experience with us. We sincerely apologize for the challenges you encountered with your sitter, Erica, especially during such a significant occasion. It's crucial for us that you feel heard and fully supported, and we're delighted to hear that our support team was able to provide that reassurance. We're also grateful that we could quickly find a solution by arranging another sitter for you as part of our commitment to upholding the Meowtel Promise. While we always strive for purrfection, we understand that situations may arise, and we are always prepared to address them promptly and effectively. We also understand that this platform is generally used for feedback about our service as a whole, rather than individual sitters. If you feel it appropriate, we have a dedicated space for you to share your experience directly on Erica’s profile on the Meowtel website. This not only helps other cat parents make informed decisions but also ensures the feedback directly reflects the sitter’s performance you received. Thank you once again for your feedback and for allowing us the opportunity to make things right. Should you wish to discuss this matter further, or need any more assistance, please don’t hesitate to reach out. We truly value your business and are committed to providing you and your kitties with the highest loving care.

Response from Meowtel· Aug 1, 2023

Hi Laura! We have a set of terms and guidelines in place to ensure all Meowtel clients receive purrfect hospitality. We sent you an email on July 28th regarding your account’s status sharing which Terms of Service were not met by you. Please reference that email should you have any questions or concerns about your Terms violation. Looking forward to your feedback and iterations!

Response from Meowtel· Aug 1, 2023

Hi Shawnda; as a friendly reminder, during the checkout process you're being told that when your sitter accepts the reservation request you sent them, your card will be charged. When you canceled your reservation, you had the ability to request a refund back to your original payment method from your "Transactions" screen, however, you skipped that step and disputed the charge instead. Feel free to reach out to us whenever you have questions about how the system works, and our Customer Service Team will be more than happy to assist you. We hope you continue having a great week!

Response from Meowtel· May 16, 2023

Thank you for sharing your review. Your wife is welcomed to reach out to us at [email protected]. It’s important to note that we can only discuss the specifics of a sitter’s account with the actual sitter, so the email would need to come from her. In the meantime, we did want to address some of your general concerns: We care deeply about our sitter community and their safety, which is why customers need to book a reservation before scheduling a Meet & Greet with their chosen sitter. We encourage clients to fully complete their profile (including providing a profile photo). If a sitter ever feels uncomfortable before, during or after the Meet & Greet, we are here to help. We’re happy to run a background check, reach out to the client for more information, and/or cancel the reservation. Clients are subject to Meowtel’s terms of service just as sitters are, and any client who displays rude or inappropriate behavior towards sitters faces removal of their account from the platform. It’s important to note that Meowtel sitters are independent contractors, not employees — Though many of the employees who work at Meowtel HQ are sitters as well. As independent contractors Meowtel does not control or direct the amount of work a sitter wishes to take on, and most sitters prefer to do multiple drop in visits per day to increase their earnings. Also, sitters are free to decline a reservation request if they don’t feel they could complete the requested visits without receiving a systematic review. While we understand that it may be disheartening to receive a systematic review for cancelling on a client, we always recommend that sitters keep their calendars up to date and only accept the reservations they intend to complete in order to avoid this. Please rest assured that our team appreciates sitter feedback, and we’re always reviewing our policies to ensure they balance the interests of all parties. If your wife has any further concerns, we are always happy to speak with sitters via phone, text, or email.

Response from Meowtel· Dec 26, 2022

Hi Rob and Jess, Thanks so much for voicing your concerns, we can understand your frustration with the airlines and trips being canceled, which is out of all of our control. As the intermediary between sitters and customers, we also have to keep in mind that cat sitters who commit to sitting during busy holiday periods are typically foregoing seeing their own families, and they also rely on this income the moment they confirm the reservation request. Flight cancellations and travel issues began occurring on December 23rd, so you had about two full days to take action and cancel without a penalty in case you were to be impacted as well. Neither you nor Noah should be penalized when you're both indirectly impacted by other factors, and we feel that Noah was very kind to offer the 50% refund of $34.59 out of the total you paid of $69.18, which makes the situation fair to both parties. I'm sorry if you don't view Noah's decision to override the Cancellation Policy as holiday spirit or understanding and we sure hope you don't treat other service providers this way. I hope you have a wonderful rest of your pawliday week! Purrs, Michelle