Here are some steps you might consider:

1. Contact the client to check if there is a spare key, alternate entry method, or a property manager with a backup key.
2. Please contact Meowtel Support by calling/texting 1-844-MEOWTEL or emailing bellhop@meowtel.com.
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 typically responsible for resolving it. If the issue is due to a sitter losing or misplacing a key, the sitter is typically responsible for resolving it.

Tips to Prevent Key Loss or Damage:

1. Consider keeping the client's key on your personal keyring.
2. It's best practice to store keys securely at all times and not leave them unattended in a car or public place.
3. Try to 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, consider storing it in a wallet or another secure place that stays with you.

Please Note:

If a client reports a lost, misplaced, or unreturned key, Meowtel may review the situation and help facilitate a resolution.

As a cat sitter on Meowtel, 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, here are some best practices:

1. It's best practice to 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. It's important not to 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.

If a cat in your care becomes sick or injured, here are some recommended steps:

For life-threatening symptoms, most sitters immediately take the cat to the vet listed on the client's Vet Release Form.

If there is no Vet Release Form on file, you may contact the client right away for guidance on where to take the cat. Most sitters prefer to get written or verbal authorization from the cat parent before taking the cat to the vet, as this helps with reimbursement for any expenses.

This is what most sitters usually do:

1. Update the client about any behavior changes or symptoms
2. Notify Meowtel by calling/texting 844-MEOWTEL (844-636-9835) or emailing bellhop@meowtel.com
3. Keep the client and Meowtel informed about any diagnosis, treatment, or next steps

Compensation for Vet Visits

Most sitters 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

Sitters on Meowtel may offer two types of in-home services:

1. Drop-in Visits: Your sitter can visit your home once, twice, or up to three times per day. These visits can be booked in 20-minute, 45-minute, or 60-minute increments.
2. Overnight Stays: Your sitter can stay overnight in your home for at least 12 hours. The total duration may vary depending on the sitter's schedule and what you both agree upon. Overnight stays may include dinner and breakfast feedings, and you're welcome to discuss any additional preferences or expectations directly with your sitter. *Please note that necessities for your sitter's comfort and privacy are appreciated, such as a bed, clean linens, heat/AC, an internet connection, and a usable bathroom.

The following services are not found on Meowtel:

1. Cat boarding or kenneling, where the cats stay in the sitter's home
2. Cat grooming
3. House sitting (long-term or 24/7)
4. Dog walking

If these types of arrangements are made through the platform, we won't be able to provide customer support and your cat parent account may be suspended.

Most sitters respond within minutes, yet please be patient, as all sitters on Meowtel are independent service providers and have a variety of schedules. Some provide cat sitting services full-time, while others may have an office job during the day, and take care of beloved kitty clients during their personal time.

Every sitter has 24 hours to either accept or decline a reservation request once it is received. If they do not take action within that time span or if they decline your request, your reservation request will be canceled, and the temporary pending charge on your credit card will be released. You're then welcome to submit a new reservation request to a different sitter.

Many sitters happily offer a free Meet & Greet to cat parents upon receiving your reservation request on Meowtel.

Submitting a reservation request first helps with the following:

1. Sitter Safety: Sitters want to know who they are meeting, especially when they are going to a stranger's home. Having a complete profile on Meowtel with your cat's information will increase the likelihood that they will accept your request.
2. Intent: Submitting a reservation request helps sitters confirm that cat parents are serious about booking services.
3. Meowtel Promise: If the reservation is eligible for the Meowtel Promise and you're not satisfied with your sitter after the Meet & Greet or during the reservation, please call 1-844-636-9835 so we can help you re-book with a different sitter or issue a refund.