For context, I run a pet care business and some of my hires are friends.

For house sits, especially first-time house sits with brand new clients, I have a standard protocol that no additional overnight guests are allowed. We inquire for clients’ visitor policy, but just not overnight guests and this applies to all sitters. The reasons are for client and pets’ comfort, liability concerns, and to maintain professionalism.

The sitter (who signed an agreement to work with me) in this case is also a friend. She’s in a long-distance relationship and typically drives about 8 hours every weekend to visit her boyfriend, since she’s a full-time student and weekends are their only time together.

She agreed to take a 5 days long house sit after confirming her availability, and set up a meet and greet with the client in 2 days. I informed her of the no-overnight-guests guideline for first stays, since this client is brand new and I have zero first hand experience with the client and her pets. Here is what I told her:

“Since this is a brand new client+animals, while we ask for visitors policy, it’s best to refrain from having anyone else other than the sitter staying with the pets overnight. :)”

and

” it’s just standard for first stays with new clients and animals so everything stays professional and focused on the pets. Once there’s an established relationship and comfort on both sides, it’s easier for the client to be more flexible! 🙂 “

She responded by saying: “I am fine actually. You can cancel this and future stays. I was looking for these house sittings so I can get extra money to spend time with my bf. If that’s a problem, I am out. Sorry.”

Now, I never accused her of anything or make it personal, I just explained that the guideline applies across the board for first stays. I already tried my best to word it softly so as to not rub her the wrong way, and I felt her reaction was uncalled for.

I haven’t responded yet, as in her last house sit (which was my repeat client whom I referred her to), she bypassed me and asked the client if her boyfriend can sleepover with her for the entire stay, which already raised some eyebrows but I decided to let it slide as she was my friend, and the client was pretty casual and chill.

I am not sure how to go around it without calling her out regarding her behavior. I could simply act apologetic to diffuse the situation, but I felt she overstepped boundaries and disrespected me and could jeopardize my company over her personal interests, hence I should not back down to appease her.

Now I’m wondering if maintaining that boundary makes me unreasonable, or if her response was blow out of proportion?

EDIT: To clarify, this was discussed before the booking was finalized. There was no signed agreement yet. I bring up overnight guest expectations as part of confirming first-time house sits, because client comfort and insurance coverage are involved.

In my experience, most homeowners (esp. new clients) are not comfortable with additional people staying overnight, so it’s my standard practice to operate that way unless explicitly agreed otherwise.

Her scope of care was discussed by phone and by a contractor agreement months ago, and during the multiple conversations we had, she had never once mentioned that her boyfriend staying with her for all her house sit bookings was a requirement.

In fact, she never mentioned about her bf pet sitting with her at all, until her last house sit where she asked a regular client of mine (she has never house sat for this client though) if her bf can stay with her for the entirety of the stay, without my knowledge. I clarified the guidelines this time to realign expectations before we actually go through with a meet and greet. It wasn’t meant to be a surprise rule.

None of my other sitters have overnight guests over during a house sit as it’s kinda given— This friend was the only one who has ever done it, which is why I decided to clarify with her. The way I worded it was definitely too “soft”, I admit I was kinda treading around it so as to not come across rude towards her and her partner. The mention of “brand new clients“ was meant for an emphasis/ justification of my business policy, which in hindsight, I should have simply stated what I intended to say, in a matter of fact manner.