Meow! How Can We Help?

Your safety is our top priority! Just like you wouldn’t meet a stranger at their home without knowing anything about them, you shouldn't go to a Meet & Greet without a reservation request.

Once a request is confirmed, you'll have access to key details including:

1. Client’s profile & reviews
2. Cat profiles & Vet Release Form
3. Address & contact information

Meowtel sitters choose who they want to work with, and having this information helps you make an informed decision.

The Meet & Greet is a complimentary 15-30 minute meeting usually held at the client’s home, where you can meet their kitties, go over care details, and pick up the key if needed. Here are some ways to help make the most of it:

1. Arriving on time can help make a great first impression. If you are running late, keeping the client updated is a good practice.
2. Letting the kitties set the pace: Some may be shy at first, while others might be ready for pets right away.
3. Taking notes can be helpful for keeping track of important details. The Meowtel app has a Notes section under each reservation card for easy reference.
4. Asking thoughtful questions can ensure you have all the information you need to provide the best care.
5. If you receive keys, testing them with the client is a good way to confirm they work properly. You may also want to discuss how and when the key will be returned.

As you wrap up, thanking the client for their time and checking if they have any final questions can help set the stage for a smooth cat sitting experience. This is also a great opportunity to let them know they can reach you through the app and that they will receive regular updates with photos and videos during each visit.

For more Meet & Greet tips, check out our blog post.

You can find all client care details by going to your Reservations and clicking on the client’s photo next to their name.

On their user profile, you’ll have access to:

1. Emergency contact information
2. Cat profiles
3. Care instructions
4. Vet Release Form
5. Key and access instructions
6. Address
7. Camera disclosure (if applicable)

Clicking on a cat’s profile will reveal additional details such as feeding routines, medications, and extra notes.

If any sections are incomplete, the client has not yet filled them out. Sending a friendly reminder before their departure—or mentioning it during the Meet & Greet—helps ensure you have all the necessary information for a smooth and successful sitting experience.

If a client does not want to conduct a Meet & Greet in person, we suggest you take the following steps through the Meowtel messaging system:

1. Offer a Meet and Greet via Facetime, Skype, or an alternate video platform. 
2. Prompt the client to complete their User Profile, their Cat's Profile(s), and their Vet Release Form.
3. You're welcome to share the requirements of Meowtel's Premium Insurance by providing the client with this link.
4. Refer to the Meet & Greet form to come up with additional questions for your client. 
5. Ensure you will have proper access to the client’s home (i.e. accurate keyless entry codes or keys that have been tested to guarantee functionality).



The client will also receive several email prompts from Meowtel to ensure their profile is 100% complete before the Meet & Greet and especially before their reservation starts. However, it never hurts to give them a nudge if you feel you’re still missing pertinent information in order to provide the best care possible for their kitties.

As a Meowtel cat sitter, you always have full control over which clients you choose to accept. If, after the Meet & Greet, you feel the booking isn’t the right fit, you are always welcome to decline.

Some reasons you might decide not to move forward with a client include:

1. You disagree with their approach to cat care.
2. You believe the cats need more frequent visits than the client is requesting (e.g., they want visits every four days, but you believe the cats need visits every two days).
3. You feel uncomfortable in their home due to safety or cleanliness concerns (please refer to our Fit for Service Home Environments policy for details.)

If you choose not to proceed, we ask that you:

1. Kindly let the client know that it’s not the right fit. You can suggest they continue their search on Meowtel or reach out to the Bellhop Team for assistance with rebooking.
2. Ensure you do not take their key(s) home with you at the end of the Meet & Greet.

If your reason for canceling was due to a safety concern or if you’d like guidance on how to navigate the situation, please don’t hesitate to reach out—we’re happy to assist.

Last Updated: March 14, 2025

Our sitters reserve the right to limit the time spent in a home or cancel a reservation if a home does not meet satisfactory cleanliness, safety, comfort, or wellness standards. These cancellations typically occur after the Meet & Greet if the sitter feels their health or safety could be adversely affected by being in your home, or if they do not feel comfortable with the condition that the cat(s) may be in. We will always notify the customer if this is the case.

Below are examples of why a sitter could cancel due to health/wellness sensitives or safety issues while in, or while entering, certain home environments:

1. Excessive cat dander, hair, or dust
2. Excessive litter box/bathroom accidents or cat vomit, particularly in carpeted areas
3. Repulsive odors
4. Pest or parasite infestations, including but not limited to: Fleas, cockroaches, rodents, etc.
5. Extreme indoor temperatures
6. Point of entry obstructions or safety hazards caused by overgrown vegetation or insect habitats
7. Hoarder homes
8. Aggressive cats that attack a sitter through bites or scratches
9. The client is in a state of intoxication or demonstrating mentally unwell behavior during the Meet & Greet or at any point during the reservation
10. A cat that is showing signs of animal cruelty or abuse, including neglect or severe health concerns
11. Illegal substances or drug paraphernalia in the home
12. Unannounced home dwellers or visitors, such as Airbnb guests or roommates
13. Communicable diseases, such as, but not limited to: Ringworm, URIs (Upper Respiratory Infections), etc.

If you encounter a home that appears unfit or you suspect animal cruelty, we encourage you to report it as soon as possible by calling 1-844-MEOWTEL or emailing [email protected] with any relevant photos or videos. From there, sitters may choose to adjust the duration of their visit to complete only the critical care tasks (feeding, water refresh, medications, litter box scooping) or cancel the reservation if they feel unsafe or unable to proceed. If a home is deemed unfit based on the evidence provided, Meowtel reserves the right to discontinue service to the customer in the future.

We want you to have a purrfect experience and that starts with ensuring your client's homes are in a clean and comfortable state for when you make your visits. For guidance on handling Fit for Service home situations, including helpful talking points, check out our blog post for tips on navigating these scenarios.

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)

Only the cats listed on the reservation are insured and guaranteed care. If you encounter a household that did not accurately report the number of cats, please contact us to update the reservation and discuss your options.

It is important to note that Meowtel Insurance will be completely void on a reservation that includes any indoor/outdoor cat, outdoor cats, or feral cats. We do not guarantee the safety or well-being of any cat that is allowed outside the home, nor should any indoor cat be allowed outside under the care of a Meowtel sitter. Our recommendation is to politely let your client know that unfortunately, we cannot allow their kitty outside during the reservation as it is a safety concern.

If the client has any concerns about this policy, they are welcome to contact us at [email protected].

When placing their reservation, the client has the ability to select their time preference (morning, midday, evening, anytime):

1. Morning Visits: 6am - 12pm
2. Midday Visits: 12pm - 4pm
3. Evening Visits: 4pm - 10pm
4. Anytime Visits: 6am - 10pm

Whenever you receive a reservation request, we recommend getting in touch with the client to coordinate the expected arrival time for each visit.

Being a cat-centric platform, Meowtel can only guarantee that our sitters are qualified to work with cats; therefore, we do not insure pets other than cats.

If a client does inquire about other pets, you may make the decision to care for them at your own risk. We encourage you to indicate your willingness to care for their other pets in writing, clearly indicating that these pets will not be covered by Meowtel’s insurance or service agreement. At least one cat must be listed on the reservation, and all payments must be made through the Meowtel platform.

Most cat parents will book a reservation without messaging first, but some—especially those new to Meowtel—may want to chat before committing.

If a client reaches out, here are some common questions they might ask:

1. Visit timing – Are you available during specific times of day or a range of dates to visit their cat(s)?
2. Medication requests – Their cat may require injections, fluids, other medications, or a special diet. If so, are you experienced with administering these, or are you open to learning?
3. Number of cats – If the home has more than three cats or for any cats with special needs/medications, we strongly recommend a minimum of 45-minute visits. However, if you feel comfortable, you can also offer twice-daily 20-minute visits.
4. Service area – Do you cover their location?

Important Policy Reminders:

1. Other pets in the home – Meowtel’s insurance only covers the cats listed on the reservation.
2. Meet & Greets – These are complimentary with each reservation, but the client must officially book through Meowtel before you schedule or attend a Meet & Greet at their home.
3. Personal contact information – For safety and platform security, do not share phone numbers, emails, or social media handles before a reservation is confirmed. We recommend that all communication remain on the Meowtel platform for your safety and insurance coverage.

We strongly recommend clients place separate reservations whenever there will be more than three days between visits from their sitter. This will allow for greater flexibility should a client need to make any booking modifications or cancel part of their upcoming travel plans.

For example, if a customer tells you they have trips planned for two separate weekends in the same month, rather than booking one reservation with several days between visits, advise them to book a separate reservation for each weekend. This not only gives the client greater flexibility, yet it also provides you with more opportunities to receive reviews, as well as potentially receive your earnings from their reservation faster, since earnings for reservations longer than 7 days are prorated.