Meow! How Can We Help?

Please take the following steps:

1. Contact the client to check if there is a spare key, alternate entry method, or a property manager with a backup key.
2. Notify Meowtel by calling/texting 1-844-MEOWTEL or emailing [email protected].
3. If there are no spare keys or alternate entry options, work with the client to call the nearest locksmith to get a new key made or get the lock replaced.
4. If the issue is due to a faulty key or lock, the client is responsible for resolving it
5. Once the issue is resolved, inform the client and Meowtel.

Tips to Prevent Key Loss or Damage:

1. Keep the client’s key on your personal keyring.
2. Store keys securely at all times. Never leave them unattended in a car or public place.
3. Avoid using the key for anything other than unlocking the client’s door. Keys can bend or break more easily than expected.
4. If a key fob cannot be placed on a keyring, store it in a wallet or another secure place that stays with you.

Please Note:

Sitters are 100% responsible for calling and paying for the locksmith or a replacement key if the sitter loses, misplaces, or damages a client's key. This includes any situation related to theft or an unexplained loss of a client's key. If a client reports a lost, misplaced, or unreturned key, Meowtel may review the situation and determine whether any adjustments to earnings are necessary to reimburse the client.

Yes—but only to other Meowtel sitters.

Our customers choose Meowtel for the trust and safety our community offers. Breaking that trust does not support the Meowtel mission of helping every cat and cat parent live their best life. Because Meowtel sitters are vetted and insured, referring clients to anyone outside of Meowtel (friends, Instagram sitters, or other websites) violates our Terms of Service and will result in account deactivation.

Successful Meowttel sitters build strong connections with other Meowtel in their area to ensure they have a reliable backup when unavailable. Not only does this help your clients, but it also boosts your business—those sitters will likely return the favor!

Our Recommendations for Purrfect Responses:

1. “I apologize - I'm fully booked, but Rebecca is available and she’s great! Here’s her Meowtel profile: [link].”
2. “I’ve personally used Meowtel sitters Maria and Tom for my kitties—they’re amazing! Search my zip code (11221) on Meowtel to find them.”
3. “I’m so sorry I'm not able to accommodate your reservation, but Meowtel Bellhop can help you find another great sitter!"

Not-So-Purrfect Responses:

1. “I’m booked, but check out my friend @catluvr546394 on Instagram!”
2. “Maybe you can try dallascatboarding.com instead.”
3. “My friend Tina is great with cats! Here’s her phone number and email.”

Bottom line: Only Meowtel sitters meet our trust and safety standards. Keep referrals in the Meowtel family.

To keep your Meowtel listing active and maximize your success as a sitter on Meowtel:

1. Log in to your account regularly. Your account will automatically deactivate after 90 days of inactivity.
2. Update your Availability Calendar regularly. We recommend at least once every 30 days to help you receive relevant requests. Each Service Zone will automatically be disabled if 90 days pass without an update.
3. Maintain Consecutive Availability. As a best practice, aim to offer consecutive days of availability as much as possible. This helps provide continuous care, which is highly valued by cat parents and may lead to more frequent bookings. Customers usually don't schedule visits that are spread out, such as on a Tuesday and then on a Friday.
4. Abide by all Terms of Service and uphold the Minimum Standards for Client Satisfaction and Sitter Performance

If a cat in your care becomes sick or injured, please follow these steps:

1. For life-threatening symptoms, take the cat to the vet listed on the client’s Vet Release Form immediately.
2. If there is no Vet Release Form on file, contact the client right away for guidance on where to take the cat. We do not advise taking the cat to the vet until you have written or verbal authorization from the cat parent. You could run the risk of not being reimbursed by the cat parent.
3. Update the client about any behavior changes or symptoms.
4. Notify Meowtel by calling/texting 844-MEOWTEL (844-636-9835) or emailing [email protected].
5. Keep the client and Meowtel informed about any diagnosis, treatment, or next steps.

Compensation for Vet Visits

Sitters should track the time spent on emergency vet visits so they can request compensation from the client.

While compensation is ultimately between you and the client, a recommended approach is:

1. Emergency vet visits (including commute, wait time, checkup, and discharge) can be compensated based on your 20-minute rate for every 20-minute increment spent at the vet.
2. Example: If your 20-minute rate is $25 and you spend 2 hours (120 minutes) on the visit, a fair calculation would be:
3. (120 min ÷ 20 min) × $25 = $150

If you need to cancel a confirmed reservation, email [email protected] with the Reservation ID, the dates being canceled (if only canceling part of the reservation), and the reason for canceling. Please also notify the client directly. Clients receive a full refund for any reservation canceled by, or at the request of, their sitter.

Additional Steps to Support Your Clients

As a courtesy to your client and to help avoid disruptions for other cat parents, we recommend:

1. Providing alternate sitter options: Search for two Meowtel sitters who may be available and share their profile links with the client.
2. Updating your availability: Block off the dates on your Availability Calendar that you can no longer sit for.

Note: For cancellations within 7 days of the scheduled start date, a system-generated review will appear on your sitter profile based on the following scale:

1. 3-stars: sitter cancels a confirmed reservation 6-7 days before the start date
2. 2-stars: sitter cancels a confirmed reservation 3-5 days before the start date
3. 1-star: sitter cancels a confirmed reservation within 48 hours of the start date

Keeping notes on your clients helps you stay organized and provide attentive care. These notes are private and only visible to you. When adding details, keep them professional and focused on care instructions, rather than personal opinions.

Here are some helpful details to jot down:

Client Preferences

1. Do they prefer you to remove your shoes in their home?
2. What is their preference for key return?

Kitty Care Routine

1. Feeding schedule and amounts
2. Dietary requirements and treats
3. Water bowl locations
4. Litter box location and cleaning instructions
5. How does the client handle the disposal of waste (used litter, cat food cans, etc.)?

Behavior & Special Needs

1. Any behavioral quirks?
2. Any medical needs or medications?
3. Any kitties prone to bathroom accidents or hairballs?
4. Which rooms do the cats have access to?
5. Any toys that should be put away when unsupervised?

Household Notes

1. Are there any alarms or security systems to be aware of?
2. Where are cleaning supplies (paper towels, vacuum, broom) for tidying up?
3. Should mail or packages be brought inside?
4. Are there other pets to feed or plants to water?
5. Any household quirks to be aware of? (e.g., a tricky lock, a drafty window, steep stairs)