How would you handle this situation?
**UPDATE 3:**
So apparently I did have the right key… wtf!?
I had just gotten to the place two hours before the scheduled drop in and discovered it’s a condominium (no managing office I could find) and the first person to go in wouldn’t let me in (understandably). I had just dialed a random number on the call box when someone came out and it happened to be the person’s partner! Essentially said, “Dude! I’m early because I wasn’t able to get the key to work and no one was answering my messages or call.” He apologized (not his fault if he doesn’t have access to the rover account) and tested the key he gave me. I watch him turn it with the smallest of hiccups and I feel like an idiot! Like, HOW!?!? I twisted and jiggled and clearly I didn’t want it hard enough 🤣
In the rush of joy that I will be able to visit these babies with ease the remained of the visits, I didn’t address the issue of the lack of response to this problem. Something that should have been resolved within ten minutes last night. So I will be doing a follow up message about my communication needs so as to make sure if another issue arises, it can be resolved in a more timely manner (especially if they were still home and not actively traveling).
Thank you for your thoughts and engagement. The cats have been cared for and I thoroughly enjoyed my time with them.
**UPDATE 2:** still no word. I’ve called Rover Support and they are aware of the issue. Emergency contact was also messaged and no response. Heading over now to contact manager and ensure I get this first visit completed before my other evening obligations. My brain feels fried (yay AuDHD), but still grounded. Thank you everyone for your thoughts and suggestions! I’ll be sure to get cute pictures of the babies and share at another time.
**UPDATE:** I still haven’t heard back from the clients. This could be a case of not having notifications on their phone for Rover. My brain is struggling to understand why they haven’t responded in over 18 hours since my first message was sent (and mere minutes after collecting the keys). Per my understanding, they are leaving today, 5/8 and need me to do care am and pm for the next two days, starting tonight. I even told them I was gonna check the keys to make sure they work on my way out.
I will be calling the emergency contact soon. Hopefully they have a spare building key (or even better, live in that same building). Next will be the building management in hopes to have a way to access the unit. Whether those options are successful, I will be going at the times requested and hopefully I can get buzzed in by someone.
Overall, I think a lot of my issue is, do I want to keep them as clients after this? I think it’s reasonable that I won’t because the inability to get ahold of them. I get being busy, in the middle of travel, and what not, but this is just sitting so weird in my head. Like somehow this will get spun as my fault (that’s old people pleaser me who’s convinced I’m the problem when I know I’m not). And that’s why I will also inform Rover of the situation.
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This is a new client of mine. Went to their place last night and got the keys. They have been communicative and no red flags for me. So I’m BAFFLED that in the minutes after I left and discovered the building key wasn’t unlocking any doors, that I haven’t been able to reach them. I even called and no answer. I’m suppose to care for their cats starting tonight!
I do plan on calling their building to see if I can get entry and/or a lock smith. I’m just confused and angry by their lack of communication suddenly. I know their apartment key works, but getting into the building is the problem.