Devasted about our first review - one star :(

We’ve housesat before, but this was the first sit on a proper site. The hosts were incredibly welcoming and kind. Our dinner when they came back felt a little cold, but they were tired after a long journey.

So many things went wrong on the sit - their bathroom radiator leaked from the floor above, into their study below and a whole patch of ceiling fell through! This took up a whole morning of us calling an emergency plumber, ringing round to a lovely neighbour who came to help, and clearing the mess which kept crumbling for the next few weeks. Their wifi went down when we were remote working, their kitchen lights had an issue we spent hours fixing, and their poor chicken was being pecked at until it bled, so we spent a good day sorting out a change of living for the chicken (with the owners permission). We gave the chicken so much love and re-fed her back up to a decent weight. We tended to the garden, potting on and trimming big tomatoes, and reseeded new lettuces. We watered a huge piece of land, and picked lily bugs off their flowers. When they came back we picked them a punnet of raspberries from their garden and made a small bottle of elderflower champagne from their honey. We felt we stayed in touch quite consistently, and sent them some pics of their animals. So I do honestly think we did a decent job!

However we’ve recieved a one star review, and no feedback or comment on why. Its devastating - we expect we’ll not get another sit now, as its our first one. We have two more sits coming up and lord knows what these hosts will be thinking when they see our first and only review. Its a very mysterious sounding review - just that ‘after much thought, they feel they cannot leave us one’. It sounds like we’ve stolen or broken something…

We’ve been going through everything we might have done and thinking there were other things maybe they were annoyed at and didn’t talk about to us in person.
My mum stayed with us for two nights, not one night (as it was too long a drive for her to go back straight away in the end). We took their dog for a walk in the non-designated car perhaps (our own car)? One of us broke a garden fork (replaced straight away with same brand). When the sit was done, I left something behind and took something with me when we left (posted back immediately). We forgot to close a specific door in the house a few times. We asked quite a lot of questions which could have interrupted their holiday (so maybe we weren’t self-sufficient enough?). We think any of these things above could have been stressful for them, but we didn’t think our '‘animal & pet care’ rating should have been marked so low. We loved and doted on the animals - I miss them!

We probably deserved a 3 star for disorganised or something.. but one star, without any comment, just feels so shocking.

We will no doubt have been filmed on illegally undeclared indoor cameras but we have no way of proving this. Is there anything TrustedHousesitters can do? Should we reach out to our upcoming hosts to offer another chat perhaps, to see if they’d still like to go ahead? Or would this draw too much attention to the one star and make us seem more suspicious. I’m just feeling so paranoid now - and so so sad at this ending to what we thought was a lovely, if slightly eventful sit.

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Hi, I suggest you contact the owners and ask if 1 star was a mistake. It actually does happen as the review system defaults to 1 star and owners have to manually change the overall rating. There have been cases where sitters have received 5 stars in every category then 1 star overall because owners think that the system will automatically provide the overall rating based on the individual categories. If the owners did make a mistake they can email THS support and ask for the rating to be changed. If they did intend to only give you 1 star, then asking for their feedback will give you insight. You can comment on their review too.

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I’m going to be brutal!!! You’ve gone out of your way and dealt with so many issues on this one sit. Before you post your response to their review, you MUST MUST MUST ask them about it.

Get out of your own head, this affects your future sits too much! Forget the fantastic world of pet sitting for a moment, and put your business-head on, because…

I think they’ve hit the submit button without realising they’d done anything. Especially with them not writing an actual review. It’s so easy to do!

Send them a message, not via THS, by however you were contacting them, whatsapp or whatever. You need to get them to contact customer services FAST if they made a mistake, if they didn’t mean to mark you like that.

I’d pop them a message, worded so that it makes them respond to you FAST FAST FAST (given there’s only 14 days to fix this start to finish & they need to contact customer services to get it changed).

I’d say:
We’re so very sorry, we’ve just seen your 1 star review rating of us. We’re so sorry that we let you down so much, but in your review you didn’t mention why we only got 1 star. We had a lovely time with ?dog name?, but we feel just terrible to have let you down so much. So please could you tell us what we could do differently so that we improve for future sits. We’re so very sorry.

If they end up saying you were rubbish, then so be it, but from what you’ve said, there’s a much higher chance that they just hit the submit button without realising it.

If they say they made a mistake, then you need to stress to them the urgency for them to contact THS to get it changed, use words like “straight away”, and “let me know when you’ve done it, so that we can relax”, etc. They’ll probably feel really bad, and do it straight away anyway.

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Since they have said that after careful thought they have decided to not submit a review, it is ofc a reason for this.

I think it is most helpful to be honest.

You’ve encountered several issues that is not your fault and caused extra work. Some things could also be interpreted as things you could improve, as you mention yourself. Was it for instance agreed ahead of sit that your mum would come and stay, as no third parties are allowed unless agreed. How was the cleaning etc.

As of now I would definitely reach out to next sits and do damage control before they find out themselves. You don’t have to give them a full brief, just say that you had a sit where there was an emergency and you have reached out to host and if they have questions you’d be happy to talk about it.

For the host, if you haven’t already, I would ask could they please help you understand what you need to do better. Feedback on that could be a gift for future sits, also if they are unreasonable. If they don’t answer at least you have tried.

The one * is actually beneficial as it seems like a mistake or an overreaction.

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hi Garfield - thanks for your helpful reply!
Yes, because they did leave that strange comment, there must be something serious behind this. We’ll reach out to our upcoming sits - thanks for the advice.
We have messaged the hosts privately, to let them know we’re quite sad and shocked by this, and to ask for more details.
Yes, we did prearrange that my mum could stay for a night. We left the place absolutely spotless, and the host commented on this when they returned. However we were, I suppose, messy in the kitchen day to day.

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Thanks Deb for your help here - as they did leave the ‘we’re not going to leave a comment’ review, it seems the one star was not a mistake.. but thanks for encouraging us to move fast with this, and offering the draft above. We have already sent them a message.

Thanks Crookie - yeh i guess possible one star wasn’t intended, and they meant it to average out. We had very low ratings across the board - a mix of 2s and 3s.

Hi there

Sorry to hear about this experience. Like others have said, it is important to reach out to them to see if the rating was a mistake because if it was, then it is definitely something worth getting fixed.

One thing in your post stood out to me and it something I have seen sitters do on here a lot…it is not meant as a criticism at all but something I that I think is helpful for people to keep in mind.

And that is when sitters talk about all the nice stuff they did for the hosts all the stuff that isn’t required of them,etc… that has nothing to do with their core responsibilities, and their view of how that should impact the host’s feedback.

Of course it is a nice thing to do the extra gardening, pick the fruit, make them the champagne,etc…but those things are neither here nor there when it comes to evaluating the sitter and how well they fulfilled the role of caring for the home and pets.

For example, if the house is left really dirty, the sitter’s particular questions to the host makes it clear they haven’t read the welcome guide or they blatantly disregarded a particular rule around the pet care, that they made them a three course meal upon their return is irrelevant, as is how ‘nice’ the sitter happens to be.

It is important to keep this in mind because I know that this is something that can really upset the sitters when they don’t get positive feedback, and understanding one has nothing to do with the other can take the sting out a bit.

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I do think you can overcome a bad review, ofc it is a bummer early on, but you have sits coming up, and that is good. These things can happen also when everything works out perfectly, really. Some people will be unreasonable no matter how great you are, and things can happen as you have experienced.

The general advice is - bury it in great reviews. And try not to take it too personal. It will work out. And this is just a matching platform on the internet, after all. We choose to be here as long as we want to, and when we want to quit we do that. In that lies power - we choose this as long as we want and afterwards we might do something else. Enjoy the ride - with lessons learned and the lovely moments.

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I understand your feelings. Unfortunately, the way reviews work, homeowners can give you whateve they want and you can give whatever you want. Despite a number of tough things going wrong in the sit – not the homeowner’s fault – you perservered and took care of stuff even though it meant a big unplanned for sacrifice of your time. They don’t seem particularly grateful, and it sounds based on your version like their review is mean spirited.

What you can do is respond very objectively – not to the hurt feelings, but with what you did on the sit – the day dealing with the plumber, nursing the chicken, etc. Take responsibility for what you got wrong. Don’t mention your suspicion of cameras since that’s an opinion, not a fact.

I think most homeowners reading the review will dismiss it at least in part. You can also address it as the elephant in the room on a chat or even in an application.

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Lots of great advice here. I would not worry too much about it. You went above and beyond dealing with a wide variety of mishaps while the owners were away.

The sheer number of issues while the owners were gone is amazing! Just bad luck, I think.

Onward and upward. I agree that reaching out to future hosts proactively to explain might be helpful. Fingers crossed that nothing unexpected happens on your next sits!

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I’m not sure I agree that you should proactively reach out to your future sits. Do homeowners go back to a scheduled sitter’s profile after they have confirmed them? Chances are they won’t see the rating. If they do, and reach out to you, you can explain then. Just my 2 centavos.

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Well honestly i reckon you were a blessing to that household

Even if they dont see it

Chin up. You went over and above in serving supporting chicken and being on site whilst it was falling apart

Cheers to more awesome experiences for you

Wishing you more Blessed days ahead in home sitting furry friends

I sent my reply to “happy deb” in error instead of sending to u

oops/ still learning …tk cr

From Ofaligi in akl nz : )

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Wow your brave…you did so much during that house sit…

I would call it a blessing, having u home sitting with all that happened.

Dont be too hard on yourself you went above and beyond is what i think honestly.

Chin up, cheers to more awesome experiences to come.

Blessed days ahead with more awesome home sitting in future :raising_hands:

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I disagree that they should reach out to the future sits as it will draw attention to their review. The future owners are unlikely to check to see if they have a review, although they might. If they do then the sitter can explain at that stage. Hopefully they’ll get a good review for their next sit.

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It certainly seems you went over and above on some of the issues you encountered @FB2025 but also acknowledge there were things you could have done better.

I’m interested in how you rated the sit and what you included in their review as a potential owner is likely to check this where the owner never elaborated on their star rating of you.

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That is true, @temba .

A review left where none is given the other way is important. A factual, balanced, level-headed review makes all the difference, and gives an opportunity to describe the sit and how you handled it.

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Hi there
A lot of really helpful points here and it’s given us a bit of hope that maybe this 1 star won’t end our house sitting journey so early. Thank you so much everyone - so much support on here!

We left the hosts a 5 star review because we can’t really fault them as hosts - responsive, hospitable, clear instructions etc. we said a few of these things in writing alongside the 5 stars.

Something else to add is that I definitely agree that the basic house and pet sitting needs must be met, before going above and beyond with other things. I guess I mentioned those extra things to add to the context that we tried to be thoughtful. But they count for nothing if we didn’t look after the pets and house well.

The more I think about it, the more I think all the little things that went wrong were just too much for them and they totally lost their trust in us. If we were total strangers, they might have just built a story about us! I kind of don’t blame them. We let the house get messy, even though we cleaned it to a better condition than we found it! , perhaps we pushed little boundaries too much and things went wrong that weren’t our fault, but they never really knew.. maybe they thought we’d caused the ceiling flooding etc.

Thanks again for your support

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Wow, what a terrible situation! I’m impressed by your forbearance, and I echo what others have said that:

  • you will be able to recover on the platform, though it might take a little patience at the beginning
  • it sounds like it was mostly the owner’s issue, not necessarily anything you did/didn’t do
  • definitely give a straightforward, unemotional “just the facts” response to the review (feel free to post here if you’d like feedback on what you’ve written before you submit it)

In order to rebuild your track record on the platform, try getting a few quick short-term stays (local is easiest) in the near-term. This will help to quickly bury the one bad review.

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Why do you think they had a hidden camera? That is against TOS