I’ve just completed a wonderful 5-star cat sit The HO are a lovely older couple and we were their first sitters. They’re not really tech-savvy, and even confirming the sit wasn’t easy for them. I helped them through the whole process, which I’m happy to do, as we’ve all had to start from scratch at some point.
Then, when it came to the review, it happened – I received an overall 1-star rating, although each individual category was rated 5 stars. The review glitch!
So what now? I’ve contacted Support, but unfortunately they can’t (or don’t want to) help me as I’m the sitter and not the host. I’m in touch with the host, but he can’t manage to contact Support and can’t send emails either.
It’s so frustrating and time consuming – can’t anyone really help here? The entire conversation with the host is visible to support in THS (we didn’t have any other communication channel).
Or do I just have to live with the 1-star rating – I’ve already given a response to review.
Send an email to support@ explaining the situation and include screenshots of any messages from the HOs as evidence. I had an error by the HO situation last week involving them writing the wrong name in the review. Jenny the moderator here was very helpful in nudging support process the review for the HO. @Jenny
That’s so frustrating! Definitely pursue the issue of correction- you should not have to live with a 1* review especially when it was a mistake! My suggestion would be to contact THS again until you can speak to an actual person. Explain to this person that your hosts were first timers and not good with tech issues but they do want to correct the Star rating. Ask the staff member if they will call your host directly to confirm their wish to correct the error and then make the correction for them. If they won’t do that (even though they should) Then ask them for exact guidance you can pass on to help your hosts make contact with THS. They need to help make it easier for your host! Good luck! Please let us know if it gets corrected!
P.s I know, from personal experience, (3 times) that THS can, and will, make changes to reviews and/or Star ratings when there are genuine errors
This happens on a regular basis as the overall star rating is not linked to the individual ratings and it needs to be manually changed from it’s default 1 star before hitting submit. The owner needs to email support@trustedhousesitters.com and explain their error and ask for it to be changed. There is no other way.
The HOs can call the MS helpline if they’re not email savvy or as others have said, you email them and add the screenshots and ask them to call the host. Explain they’re older and not tech savvy. Someone should help as it seems to happen quite often. #keeppushing
I already did that multiple time. They were asking me some security questions and then stated, that they can not help me, because it’s the HO who has to reach out to support.
Why do I need to send screenshots? The support team knows exactly which site we’re talking about, thanks to the security questions. And all communication with HO takes place via the THS chat – they have full access to it.
You need to be as helpful as possible as many systems are automated using Ai. Screenshots help overcome the issue of the HOs not able to or wanting to engage. In my case support sent security questions which I answered and the issue was resolved within 24 hours because I provided plentiful information. The HO didn’t need to do anything- it wasn’t so important to them it was VERY important to me though.
This frequently reported issue could be very easily prevented by adding a preview screen that displays the complete review, including the star ratings, before submission. This would give users the opportunity to verify their review and make any necessary changes before it is published.
@Jenny
If the THS-team needs any help, I’d be happy to assist. I am a certified requirements engineer with many years’ experience in usability design for software applications.
