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What is the Star Sitter program?

Rover is testing out a new program to recognise pet sitters and dog walkers who have been highly rated by their pet owners and meet certain other criteria in our community. Currently, this is only available in certain areas, but we hope to expand the program over time in more areas. 

Sitters who are eligible for this program will be notified via email, and they’ll receive a badge on both their profile and in search indicating their Star Sitter status. There'll also be a search filter pet owners can use to search for Star Sitters.

Note: The Star Sitter program doesn’t change a sitter’s ability to use Rover as they always have. All the same features remain available to you as a sitter, and none of the actual features or functionalities have changed.

 

How can I qualify for the Star Sitter program?

How can I see if I qualify for Star Sitter?

How often does Star Sitter status refresh?

What if I have a last-minute cancellation due to an extenuating circumstance?

What happens if I decline requests that aren’t legitimate?

Will Star Sitter status impact my visibility in search?

 

How can I qualify for the Star Sitter program?

To qualify for Star Sitter status, you must reside in one of the cities where this program is currently available (sitters who reside in those areas received an email from Rover). We also take into account several other factors related to your stats on Rover—like your star rating, how often you respond to requests, how often you book with new pet owners, and whether you have pet owners who’ve booked with you more than once. 

To qualify for Star Sitter status, you must have:

  • Completed 10 or more bookings
  • A 4.9+ average star rating
  • A 95% 24-hour response rate of your last 25 requests
  • 33% new pet owner booking rate (based on your last 25 new pet owner requests)
  • At least 2 repeat pet owner bookings in the past 6 months
  • Last-minute cancellations by you, the sitter, that are 2% or less (1 in 50) across all your bookings since the start of 2023. (Last-minute means the booking is cancelled within 5 days of the start date.)
Note about new pet owner booking rate
  • Only new requests that meet your profile preferences and calendar availability count toward this rate. 
  • Requests won’t count as unbooked until 5 days after the conversation was sent.
  • We recommend you only take requests that make you feel safe. If you receive requests that make you feel unsafe—or they violate our Terms of Service (like booking or paying for the service outside of Rover)—you can report them. Declining these types of requests won’t affect your stats.

 

As before, Rover reserves the right, in our sole discretion, to take action against an account for safety or other concerns as described in our Terms of Service, such as if the user has caused severe safety-related incidents or property damage, or violated our Terms of Service. This may include removing a sitter from the Star Sitter program for up to one year or more.

 

How can I see if I qualify for Star Sitter?


You can view Star Sitter stats from the Rover app at any time by tapping More, then Insights. From there, click on the Star Sitter tab to review your stats from the previous refresh period and see how you’re tracking for the next period. You can also view the rest of your stats by selecting the All Insights tab.

star sitter tab insights.png

Note: If you don’t see Insights in your menu, make sure you’re using the latest version of the Rover app.

 

How often does Star Sitter status refresh?

Your Star Sitter status refreshes every 3 months on the following days:

  • January 10th
  • April 10th
  • July 10th
  • October 10th

If you reside in one of the areas where we’re testing this and you qualify for the program, you’ll achieve Star Sitter status for that period. This also means that if you no longer meet the qualifications for the new period, you'll no longer qualify for Star Sitter status.

You can obtain this status by consistently meeting all the above criteria. These criteria determine whether you obtain Star Sitter status for the applicable period.

What if I have a last-minute cancellation due to an extenuating circumstance?

We understand that unexpected situations can happen that are outside your control. If that happens, or if you cancel a booking on behalf of the pet owner, ‌we encourage you to contact Rover Support, so we can look into this further.

Note: Keep in mind that cancellations initiated by the pet owner don’t affect your booking rate or cancellation rate. If a pet owner asks you to cancel a booking for them, make sure you’re selecting the appropriate cancellation reason (The pet owner needs to cancel) in the dropdown list. Once you initiate the cancellation, the pet owner can easily confirm the change.

What happens if I decline requests that feel unsafe or aren’t legitimate?

Your stats aren’t impacted by any conversations that don’t meet your pet preferences (like pet size, getting along with other pets/children in the home, if they’re spayed or neutered, vaccination status), are phishing-related, or are reported by you using Rover’s block/report feature. 

Your safety is important to us. If you receive requests that make you feel unsafe, report them through Rover. Declining these types of requests won’t affect your stats. 

Learn more about reporting conversations here.

Will Star Sitter status impact my visibility in search?

Star Sitter status doesn't affect your search ranking unless the pet owner applies the Star Sitter filter to their searches. When that filter is applied, only Star Sitters will show up on the search page.

 



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