3,237 reviews
AI reviews summary
The overall sentiment for Mad Paws is predominantly positive, with most users praising the platform's ability to connect them with caring, reliable sitters who provide frequent photo and video updates. Many pet owners report a significant reduction in travel anxiety, noting that their pets appeared happier in a home environment compared to traditional boarding kennels. However, a segment of users has raised serious concerns regarding the platform's dispute resolution process, the lack of accountability when things go wrong, and a perceived lack of transparency in the review system.
Pros
- Peace of Mind via Updates: Users consistently highlight the value of receiving regular photos, videos, and messages from sitters, which provides reassurance that their pets are safe and happy.
- User-Friendly Platform: The website and app are frequently described as easy to navigate, with helpful filters for location, price, and specific sitter requirements (such as police checks).
- Effective Meet and Greets: The ability to meet a sitter before confirming a booking is highly valued for ensuring compatibility between the sitter, the owner, and the pet.
- Quality of Care: Many reviewers report that sitters treated their pets like family, following specific medical or dietary instructions and often leaving homes clean and tidy.
Cons
- Inadequate Dispute Resolution: Multiple users reported that Mad Paws was unhelpful or unresponsive when pets were lost, injured, or property was damaged, often refusing to issue full refunds or take accountability.
- Review System Limitations: There are recurring complaints that the review system is biased, as users are often unable to leave negative feedback if a booking is cancelled or refunded, leading to potentially inflated sitter ratings.
- High Service Fees: Both sitters and owners have criticised the fee structure, noting that the platform takes a significant percentage from both parties without providing comprehensive property insurance.
- Communication Issues: Some users experienced "ghosting" by sitters or found the customer support team difficult to reach, especially when seeking Australian-based assistance.
Verdict
Mad Paws is an excellent resource for finding personalised pet care and offers a superior alternative to kennels for those who find a compatible, high-quality sitter. However, consumers should be aware that the platform's protections may be limited in the event of negligence or property damage, making thorough vetting and "meet and greets" essential.
I had a fantastic experience using the Mad Paws app. I found a trusted sitter who looked after my pet in my home - meaning my dog was comfortable in her own space, and was used to her mod cons! The pet sitter was such a caring and considerate person, who went above and beyond, sending me an update and photos everyday. It put my mind at ease knowing my pet was in safe hands. I will be recommending Mad Paws to anyone who needs a pet sitter!!
Tori was amazing Yeti was very well cared for settled quickly and was not stressed at all. Thanks again Tori for making our day work you went above and beyond our expectations.
We came home to our dog in heart failure and we had to rush her to emergency. She later died. Mad paws did not take any action when advised as 'too much time had passed' while I was grieving. The sitter named Nadia is still a sitter on their site. I recommend looking elsewhere as they dont have suitable vetting of their sitters
Reviews with attachments
Exceeded our expectations! Mad Paws offered quite a number of sitters in our area. We were able to engage an experienced, very capable, caring couple who immediately, in a meet and greet prior to the stay, made us feel at ease about leaving our furbaby for his first night with others. We couldn't have been happier! Toby was beautifully cared for… Read more
and enjoyed walks and outings, play and lots of snuggles at home. The updates and photos we received confirmed he was relaxed and happy and in safe hands. Great service, thank you Mad Paws.
Madpaws makes finding the right sitter so easy. No hassle payment on completion of the sit. Anita and Eric sent photos and couple times a day which stopped me from worrying about my fur babies. Highly recommend
We recently had Marnel who we found on Mad Paws looking after our boisterous great dane puppy boy and staffy girl. We were very impressed with her communication, and it was good to know that our pets were in safe hands. Our house very neat and tidy when we returned and our babies were so happy to have Marnel around! Loved that we had access to a list of reliable sitters in our area who had numerous reviews and had a positive first experience.
We decided to go away late notice, and couldn’t get family to help out. We have an older, partially deaf dog, so wanted a place like home for her to stay. A quick search discovered this sight and we were able to find a nice couple to look after our dog. We liked that you could look for specific details such as location, whether they had their own… Read more
pets etc. We received regular updates and short videos of our dog, and she came back happy, healthy and clean for which we were very grateful. Below is one of the videos we received of her
Lustina was perfect for our Ladbradoodle. She asked all about him and especially what he liked. He had the best morning with her. They walked twice at different places ( in the cool ) and got to visit her home and other people there. He was so happy. Can’t recommend lustina ( madpaws) highly enough. Such a friendly caring girl.
The whole experience with Mad paws and our dogs sitter was great. Leaps and bounds better than any doc care facility I have taken pets to. I got regular updates with pics and videos and the caree was so kind.
Mad Paws is a great service in looking after pets when you’re on holidays. Their sitters are checked thoroughly and all are genuine animal lovers with lots of experience. They can stay at your house or call in for checks, feeds and walks. We have used them several times now and will continue to do so. Our cavoodles are always well cared for.
We found Mad Paws in a search and contacted several potential sitters. We settled on our closest option and had a meetup to test the dogs' reaction to her. We had a great experience with the sitter and the calm happy condition of the two dogs when we collected them. The booking and payment processes were very easy and we will be back again!
We recently had Will from Mad Paws looking after our two boisterous dogs, cat and small parrot. We were very impressed, and it was good to know that our pets were in safe hands. Will also left our house very neat and tidy.
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My dog sitter was young yet so mature and kind
Mad Paws site is easy to use and I found a pet sitter very easily. Heidi was fabulous and I will definitely use her again. She left my house spotless, she even washed and dried her sheets. Heidi looked after Benji so well, she provided numerous photo updates over the weekend. I had a great family Xmas weekend knowing Benji was so well looked after.
We used Madpaws to find a sitter for our elderly dog while we traveled for holidays. The website was easy to navigate and we had a good choice of sitters. We will certainly use Madpaws again when we next need a sitter.
Tash.N from Cranebrook NSW was amazing. Tash and her wonderful family looked after my little Frenchy as if it was their own with constant photos and updates to let me know he was having fun. I would highly recommend Tash and family to look after your pet and I look forward to using her services in the future.
Tash.N was amazing and her wonderful family looked after my little Frenchy as if he was part of the family. With constant photos and updates. I would highly recommend her services and look forward to using her in the future
Elsa had a lovely day with Gloria, who provided lots of love and cuddles and she even put Bluey on the tv and they watched it together! I was able to relax knowing she was well looked after. It was my first time leaving her, as she is a new rescue and I couldnt be happier. Thank you so much Gloria and Madpaws xx
Latest follow-ups
My lovely dog Maya went on a stay with the best dog sitters I can think of, which I found with Mad Paws. Great site and many willing sitters to choose from
Follow-up · This year I found another dogsitter via MadPaws. Maya was happy with him from the first moment and she enjoyed the lengthy time being away from home. Booking is easy, but there are many of the do called ditterd who do not have the courtesy to answer a request. Out of six only three answered. So you have to be patient. The dog sitters I found so… Read more
incredibly efficient pet sitting service to find support while we travel. sitters have had high integrity and send lots of pictures during the day. plenty of choice of sitters and locations. app works well, replies are quick
Follow-up · Mad Paws does offer insurance from when a booking is made. You can select a police checked sitter. for emergencies I have always provided my vet number (if local) or checked with the sitter that they're oK to take my dog to their vet if needed (ie away from home). Fortunately have never had a problem.
Alyssa and Sam were amazing they came around for a meet and greet before our weekend away and the dogs were very happy to see them and interactive. We were away for 3 nights and when we came home charli, Walter and tc were all settled and happy. I… Read more
can not find the the words of how a appreciate and thank them for looking after them in our home and to Mad Paws for the easy process and payment
Follow-up · The payment process was easy and no hidden fees were pre paid and Madpaws held money until service completed We had no unexpected moments I did notify our vet and let them know I had pet sitters and gave Alyssa and Sam the vets details I let them now what the dogs like to play tug a war ball throwing and their favourite toys
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Positive reviews
My little pet has a great experience being minded for two days/nights. Rachel was very caring to Hannah and I would not hesitate to recommend Rachel to all my friends. Very professional service. Geoff
I had Chloe C take care of my young kitten, I'm very happy to have had her do this. She really done an excellent job. Kitty was so happy and relaxed when I got her back. Thanx Chloe.
Rachel was such a caring, loving sitter for our little Ava. We were given regular updates and reassurance the entire time. Ava enjoyed her stay and was treated as one of the family by Rachel and her partner. A true animal lover and such a kind person. Thankyou Rachel. Ava will definitely visit again.
Negative reviews
Not a good experience! I just wanted to know if a particular person was available to look after my dogs on a certain date. No way of finding out without going through a lengthy, intrusive registration process that takes ages to complete. I registered and then contacted the provider. They did not respond! Giant waste of time.
I’m a madpaws sitter, and am fairly happy with the website however there are some issues. Once a booking is completed the client is asked to leave a review, but if they want to leave an honest review they would need to expose their profile, which is why most of the time you will only see 5 star reviews unless they have already complained to the… Read more
sitter or there has been a big issue.
Another thing is the booking fee. Why would you need to charge both the sitter and client a large portion of the payment? 20% from the sitter and 12% from the client, I’m not sure that much is necessary for a website that only offers insurance regarding the animal, and not insurance regarding property damage.
Aside from that, communication is fairly easy, and transparency seems good
After booking and paying for a sitter that had over 50 five star reviews I was very disappointed with my experience. I decided not to use the sitter for these reasons: 1) They visited for a meet and greet, and let me know that their mother would be staying with them while they were at my house. I was taken aback, and later requested that they… Read more
petsit independently, as I had not met their mother, and neither had my dog whose space she would have been in. If they both pet sit together, this should have been mentioned on the sitter's profile. 2) I was told that their mother used 'hospital transport', and I should warn my naighbours about this as it resembled an ambulance and could be concerning to them 3) I was charged an extra $60 for walking the dog on top if the $280 I had paid for three days. As far as I know, the sitter's fee should cover dogwalks, these are a basic requirement if you look after a dog. Again, if the sitter does not offer walks, this should have been on their profile. I was upfront about asking the sitter to petsit without her mum and said I was not comfortable with that. I also agreed to pay the additional $60. Despite this, the petsitter cancelled the booking without informing me directly. Terrible communication skills, and I'm not sure how she has received so many five star reviews. I have requested a full refund.
Thank you for your feedback, and we’re sorry this… Read more (+1 reply)
Recent reviews
Amy has a wonderful walk with Nicola once a week. Nicola is very kind and understands dogs. Amy and Nicola come back happy. I’m very happy and thankful to have Nicola.
Ten months later since we decided to use a pet sitter for our kitties. Could not be more happy with our beautiful sitter who looks after our kitties very well. We have two visits a day. Photos are send through after every visit. Everything to do with the care of our kitties is always clean & tidy. A thank you card is also left thanking us for… Read more
trusting her with our kitties. Best decision we have made to keep our kitties in our home and have visits from a pet sitter.
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