On Your Side: Better Business Bureau offers tips for choosing pet sitters, boarding facilities

SPRINGFIELD, Mo. (KY3) - The Better Business Bureau is offering tips for travelers looking for a trustworthy pet sitter or boarding facility this summer.

Pet care options include pet sitting, where an employee visits your home to care for your pet, and pet boarding, where your pet stays at a professional facility during your trip. Pets that are social and benefit from lots of exercise may do well at a boarding facility. More mellow or anxious pets may prefer to stay at home.

“It’s a big deal to entrust your pet to someone else. For any loving pet owner, the pet’s safety and happiness are your top priority,” said Michelle L. Corey, BBB St. Louis president and CEO. “Researching companies and sitters in advance is key, and the right option will depend heavily on your pet’s needs and your comfort level.”

BBB received over 300 complaints last year about pet boarding, sitting and daycare companies.

St. Charles complaint

In August 2025, a St. Charles, Mo., consumer reported that he had boarded his dogs at a local kennel during a family vacation. He and his family returned to find that the dogs had been moved to a shared kennel without their knowledge or permission.

The dogs were in poor condition, covered in excrement, coughing, and one had been bitten. The consumer spoke to a supervisor, who claimed not to have noticed the bite or the dogs’ condition and did not refund the consumer for the stay.

BBB recommends researching pet boarders and sitters carefully before making a decision.

Tips for finding a trustworthy pet sitter or boarder

Ask for references. Friends, family members or a veterinarian can be a good starting point for finding someone trustworthy.

Research companies and sitters. Search online or at BBB.org for reviews, complaints and whether a company is BBB Accredited. If using an app like Rover or Care.com to find an individual sitter, review their credentials and read the app or website’s policies for vetting and background checks.

Check for insurance. Confirm that boarding facilities are licensed and insured. If hiring an independent pet sitter, ask if they are bonded.

Check credentials. For boarders and sitters, check for BBB Accreditation. Boarders can also be certified by the International Boarding & Pet Services Association. For pet sitters, check for membership with the National Association of Professional Pet Sitters or Pet Sitters International. PSI members can also become Certified Professional Pet Sitters, which means they have passed a knowledge-based assessment and agreed to follow an ethical code.

Visit in advance. If boarding your pet, stop by the facility and take note of cleanliness, security and the area where pets sleep. Ask staff about animal interactions, safety precautions, immunization requirements and whether someone is present overnight. If hiring a pet sitter, consider inviting them over for a meet-and-greet with your pet once you have reviewed their credentials.

Make reservations early. Boarding facilities and pet sitters can become booked up quickly, especially during the summer. Book as soon as plans are confirmed to lock in your pet’s spot and avoid derailing your trip.

Agree to written terms. Boarding facilities may require a contract. Read it thoroughly prior to signing and confirm it includes the full cost and duration of boarding, care details like the exercise and feeding schedule, emergency contacts and any other agreed-upon conditions. While sitters may not require a contract, it is wise to agree upon terms in advance, including how often you would like to receive updates about your pet.

Share your experience. Leave a review about your experience at BBB.org. Whether positive or negative, your review can help others make informed decisions. If you encounter issues with a company, you can file a complaint with BBB.

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