We booked a cat sitter with a 5 rating who turned out to have major mental health issues. More importantly, they also missed feedings and lied to us about it! As you can imagine, this was all extremely stressful for us.

We reported this to Cat in a Flat and nothing has been done about it! The sitter hasn't been removed and we weren't even allowed to give the sitter a review.

I am honestly shocked that this sitter still has a 5 star rating and that they're allowed to look after vulnerable pets! Cat in a Flat doesn't seem to care about the safety of pets at all. I would strongly advise against using them as there aren't any measures in place to ensure that your pet is in safe hands.

Cat owner and pet sitter with 3 years of experience myself, a had a very bad experience where a pet sitter on Cat in a flat has seriously neglected our cats and they won’t even post the bad review I left. Our booking was done under my partner’s name, but I’ve got the right to complain as we live together. Also it’s been a week since we’ve contacted the company and they didn’t even get back to us yet, just an automatic reply saying it can take up to 3 weeks or more to process our claim.
How will other pet owners know who is a good sitter and who isn’t on this app? Our poor cat is not bouncing back from the experience, we’ve tried what we could, and tomorrow we are taking him in for a vet’s appointment purely for symptoms that started after he’s been in the care of a Cat in a flat sitter.

Update 19th Jan: the review left on their website is still not public, even though it wasn’t offensive and it wasn’t in violation of their terms. They have time to try to take down my review that I left on Trustpilot, but they still haven’t replied to our complaint from 3 weeks ago. We are facing high vet bills and they didn’t even make time to say they’re sorry about the situation created.

I booked a sitter through Cat in a Flat, and the service was a disaster. The sitter failed to deliver, canceled future bookings without notice, and even suggested working outside the platform. I had to hire a replacement at extra cost while abroad.
I submitted a detailed complaint with evidence and even included the co-founders in the email—yet no one cared enough to respond properly. Slow, unhelpful resolution process. Very disappointing after 2200 EUR invested in the last 3 years with them. This is the first issue, but they are not helping in a prompt manner

I’m a self employed dog walker/sitter so I deeply understand how this type of service works and what’s to be provided.

My sister and I booked a Christmas trip together and this was the first time leaving our boys (cat and dog) with someone. At the meet and greet, the sitter fully understood our concerns and needs seeing as it was also a dog to be cared for. We agreed she could stay at my sisters, work from there, be there for the boys and more than happy for her to pop out during the day when needed (max 4/5 hours).

Upon landing, there were issues before we even left Arrivals. She completely changed the nature of the booking and essentially paying for a service that suited her needs instead of us as the clients. She went back on her word about WFH, when she could be there, and said contradicting lies in which she couldn’t get her story straight. The boys were left for 6/7 hours at a time and then to be told she might not be able to actually stay with them overnight.

We spent the rest of the day into 1am to scramble with neighbours and friends to look after the boys. This caused us an immense amount of stress. When she did pop in during the day my dog was taken out for 10-20 minutes at a time which was not the agreed 30 minutes as stated before.

There has been countless messages back and forth with the sitter who is now trying to blame this on us that we “didn’t specify” what we needed and there’s been a “miscommunication”. As I said before, I do this as a full time living so I know what needs to be covered and agreed to there really isn’t any reason why this should be happening imo.

The sitter is now saying we’re not actually entitled to a refund due to Cat in the Flats T&Cs which is ridiculous. I don’t know what the vetting process is like for the sitters but in this experience, it just seems like someone who wants to take advantage of people leaving for Christmas to make extra money. We have camera set ups for the boys so have evidence of her not fulfilling our service needs.

We have contacted the support “team” whose emails are “monitored 24/7” but yet to hear back from them. The credibility of this site is sketchy to say the least. We now have no clear answer about what’s going to happen moving forward and will lose out on £600 from the timeframe given. We were told to cancel the booking via the site but it’s not processing that as an option. I actually had to book a flight back (£300) as we no longer trusted or could rely on the sitter.

This service is shocking and lack of responsibility all round. There is no reassurance or support from the site, just vague answers. Rover seems to have more credibility so would highly suggest using them instead

I’ve been using Cat in Flat for years—first as a cat parent and now also as a sitter—and have always had great experiences with the community.

However, a recent situation left me very disappointed. My regular client's booking was cancelled due to a genuine health emergency. I twice asked Cat in Flat to refund the owner in full, as I did not wish to be paid under these circumstances. Despite this, they refused, citing their same-day cancellation policy.

In the end, I will refund the owner myself if Cat in Flat doesn't do it, but it really shouldn’t have to work this way. Even airlines show flexibility and offer refunds in cases of medical emergencies. A platform built on trust and care should do the same—especially when both the sitter and owner agree on the fair solution.

This experience made me feel that Cat in Flat prioritises its fees over empathy, which is disheartening for a community that truly deserves better.

We used Cat in a Flat for the first time to arrange cat care while we went to Japan for two weeks and we were severely let down. I can’t recommend this company at all.

We picked a sitter with great reviews that lived nearby and initially had good responses and were trying to arrange a meet and greet. Then suddenly messages stopped and we were ghosted for the two weeks leading up to our trip. It got to the weekend before our trip and we hadn’t heard anything and were now very concerned that they would fulfil the booking. We hadn’t met them and they had not come to meet our cat or find out their routine or anything. As such we weren’t comfortable with them looking after our cat or coming into our home anymore. I contacted Cat in a Flat support but didn’t get a response for over 2 days. By this point it was so close to our trip that I decided to cancel the booking and frantically find cat care elsewhere (very stressful). I was then charged the cancellation fee which was ridiculous considering that the cancellation wasn’t my fault. Thankfully eventually someone from support replied and confirmed the fee would be refunded but then had the cheek to offer finding and alternative carer in the space of 24 hours before we were due to leave.

It just feels like there is limited support for cat owners (and support messages are not replied to in reasonable time) and cat sitters who ghost people and causes substantial stress at a critical time should be penalised and not recommended on the site. I can still see that this cat sitter is still available to hire so there is obviously no stringent vetting process in place.

All in all, using this site cost us extra money having to find last minute cat care and a huge amount of avoidable stress. I will not use them again and would not recommend to any cat owner.

This is amazing app. I’ve used it a couple of times now and they really up to look after our boy

Happy customer!
Thankyou so much for helping ne find a trust worthy lovely cat sitter to look after my furbaby.
The process was very easy and I think.this is a great way to find your perfect person
Thankyou

Booking system works easily. Options for variable visits. Our regular sitterr likes it.

Wonderful cat sitters and excellent communication

Very convenient and easy to use

I have used cat in a flat for approximately 7 years now as a cat owner and I have also been sitting with them for around 4 years now.

The experience I’ve just had with them has been atrocious as a cat owner.

We booked a sitter for 5 visits. 1 evening and 2 full day visits (morning and evening). Gave full instructions at the meet and greet and repeated these again the day via text before the job started.

We saw from our security cameras that the sitter turned up to our home on the first visit with a complete stranger and they spent 15 minutes in our home without asking us if it was okay (it definitely wasnt). Gave me a minimal update on our cat and a photo only when we requested.

The next morning she failed to turn up to feed our cat by 9 am latest (as agreed prior) and we spent hours trying to get hold of her. She eventually picked up our call at lunchtime to inform us she was ill.

We have since terminated the job with her as she has abused our trust and is proving herself to be unreliable and not doing what she has been paid to do.

We have had to scrabble around to find cover elsewhere whilst abroad on our holiday which has been incredibly stressful.

And during all of this? Cat in a flat were NOWHERE to be seen. Zero support. Nothing.

I reported the first issue at 9:20 pm Friday evening (10th October). I have messaged them several times since. Still no response as of 10:07 am Sunday (12th October).

We are appalled by the lack of professionalism and customer service in this situation. It is especially disappointing coming from a company that claims to monitor emails 24/7, yet provided no support or communication when it was most needed.

Will never be using this company again and would advise others reading this message to seriously reconsider their choices in doing so. I will be telling everyone I know my experience.

*edit it’s now 7 November 2025 - after completing their complaints form on 13th October, and them promising they’d get back to me within 3 weeks, I’ve still not heard anything. Absolutely useless company who are either inundated with complaints or the whole international platform is being run by literally 1 person

The cat sitter accepted the job in error. I was unable to cancel my end as I would have been charged a £49 cancellation fee.
I have now been charged £162.50 for a service I have not and will not receive and nobody from Cat In A Flat is responding to my emails

I would be very wary of using this company either as a sitter or seeking a sitter.

I contacted them twice by email but weeks went by and had no response. This would indicate that customer service is not something they focus on.

I also waited weeks on end to have my profile approved to be able to cat sit. In the end I just gave up and closed the account as I had zero communication from customer service.

It gave me little faith in the platform and that they do not value the customers and sitters that use it.

A shame as the concept is good.

Easy to book, good choice of agents.

Amazing service, very professional, will use them again

Cat in a Flat have now answered my queries. The problem I had was getting a response from them in a timely manner in order to make decisions. I hope they keep this up!

Trusted cat sitting. My cat sitter is very good. I recommend them.

Love using catinaflat, both as a cat sitter and to have someone take care of my cat.