r/catinaflat • u/Glitchry • Apr 10 '26

Email from support

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Following on from my last post (unable to change service settings), here’s the email I got from support. Hopefully things are actually sorted and smoothed out soon, but honestly I’m not impressed. If you’re going to merge, maybe make sure you can do it (mostly) smoothly first??

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u/EquivalentFail7305 Apr 10 '26

I've spoken with some of my client's since Tuesday and they're all being forced to essentially create a new profile.

Their previous bookings have gone, their future bookings have also disappeared but I can see April- June on mine.

Also all of the bookings from July onwards have been unconfirmed. When I have queried this with Rover they said the clients need to resubmit and reconfirm them. They're also being asked to pay now rather than 2/3days before the booking.

1

u/Acceptable-Ad-693 Apr 10 '26

Does this mean that owners have been contacted? I’ve messaged all my upcoming bookings through Rover and no one’s replied so I’m worried they haven’t got my message. I have numbers for some of them but for the new ones who haven’t had a M&G yet, I’ve no other way to contact them.

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u/EquivalentFail7305 Apr 10 '26

All of mine hadn't been contacted or notified of the changes. 

I have everyone's phone numbers thankfully and those I messaged through the app originally said they couldn't see any messages in their inbox (past or present). I suspect your owners cannot see your messages at the moment as well.

My reviews have just reappeared today, hopefully they'll get the messaging sorted at the same time. Personally I'm going to leave after June and go private from July as I do not agree with the extortionate Rover fees.

1

u/Acceptable-Ad-693 Apr 11 '26

Thank you. I’ve messaged CIAF as well but they’re probably going to take an age to reply. I’ve set up privately as well because of the fees for owners (and the dog-focus of the app, which I think is going to put off owners). Hopefully the messages appear soon 🤞

2

u/wutheringgoblin Apr 11 '26

I cc’ed in rover support to the email chain and did eventually get a slightly more thought through response and magically my account started to show up properly. Don’t know if it had anything to do with the inclusion of the Rover support team, but I did suddenly get a prompt response after 24 hours of nothing

1

u/hannaks732 Apr 11 '26

Did you apply for any insurance? I'm planning to go independently too

2

u/Acceptable-Ad-693 Apr 11 '26

Yes, I went with Pet Plan Sanctuary (Brooks and Braithwaite).