Is it better to leave a response to a somewhat unfair four-star review or just let it go?
I don’t think it’s fair to require the cats, who were very messy eaters, be fed on the kitchen counters and then complain that the surfaces weren’t clean enough. I fed them and then departed as agreed, so there was no way to clean when they finished the last time. Also, I think I was overly understanding. I regret not mentioning in my review how difficult it was to do my own food prep because of the practice.
I have read other posts where sitters don’t think one 4-star review out 40 or 50 is a big deal, but I’m under 10.
I’d be inclined to respond, particularly as you have fewer than 10 reviews. Not because you need to defend yourself against every four-star review, but because future Hosts will see the response too, and it gives you an opportunity to put a little context around what happened.
I wouldn’t get into a point-by-point rebuttal, though. That risks making a relatively minor review look much more significant than it is.
You could simply explain that you fed the cats on the kitchen counters as requested and, because you left at the agreed time, you weren’t there to clean the surfaces after their final meal. If the arrangement also made preparing your own food difficult, I think that is relevant context, provided it’s expressed calmly.
One four-star review certainly isn’t a disaster, but when you only have a handful of reviews, it inevitably carries a little more weight.
Most importantly, write the response for the future reader, rather than trying to persuade the Host that their review was unfair.
Personally I think replies (especially for a four star review) only draws more attention to and raises more questions. This is unless the review text is very specific and you can respond to the specifics with an obvious (unemotional) correction.
Here’s the truth, it sounds like 4 stars may have been warranted on this occasion, because you haven’t mentioned when you last cleaned them, and I don’t mean that in a negative way, so it happened, you probably forgot with cleaning everywhere else, and pack, etc etc, it happens.
Owners can tell when a counter hasn’t been cleaned for more than a day with pet food on it, it goes crusty, and there’s more than the usual amount of paw prints etc.
So here’s what you do… with future owners in mind.
They don’t get to respond to whatever you write, so just be factual and light hearted. So in your response just stay say they were fed just before you left, but from now you’ll make sure pets get fed in advance of you departing so you can clean up before leaving. And say you’re really sorry you didn’t meet their expectations, but say you had a lovely time with their pets.
Just word it as though you take responsibility, but you don’t have to say that, just indicate it.
Don’t say anything negative about the owner, that time has passed, it’ll just make you look like you are being defensive, you’ll look worse, when there’s no reason to, you know it couldn’t have been pristine when they returned.
Then switch off to this sit, and move on. It’s just 1 sit out of many.
Just wondering if you had been told in advance of the sit that the cats ate on the kitchen work surface? If so, then I would have been inclined not to have taken the sit as no doubt they would be up on the work surface in between meals and, as you say, making it difficult for you to prepare your own meals. Not very hygienic at all.
I recommend that you do respond to the host’s review but, as already mentioned by others, to in a defensive way but explain the reason why the countertop was dirty.
I feel you. Not a fan of cats being fed on kitchen counters and one sit we did several times (for up to 2 months at a time) who keep asking us back, has been crossed off our list and that is one of the reasons. I was so tired of cat hair in my food, of cats putting their paws where I do food prep after just having used the litter box…ugh. Just not hygienic or appetizing.
If it were me, I’d probably say something along the lines of “I’m so sorry it appeared this way, however, we fed the cats on the kitchen counter as usual after having cleaned the kitchen and was not there to clean after the cat/s ate due to our departure time” or something.
I am curious how you reviewed them? Did you give 5 stars, no complaints? If so, it would seem inconsistent for you to complain now, if you did not already mention it in your review, about the cats eating on the kitchen counter, and how that affected your food prep. So I would navigate what you say very carefully. I like suggestions by @HappyDeb
While your challeges with personal food prep are acknowledged, what you think is “fair” is of no relevance. Pet owners want what they want and unless they witheld requirements, your responsibility is to fulfill the requirements no matter what you believe.
If they sprung said requirements on you after you committed to the sit, that is a different story.
Unless you can respond without defensiveness or excuses, you’re probably best off not doing so as four stars, even with fewer than 10 reviews, is not as bad as you may believe.
I recently read a review from a HO who gave their sitter very low marks. The complaint was that the dogs had “peed all over the house.” The sitter left before the HO arrived…by mutual agreement.
It made me realize the potential for problems. Going forward I like to be there for the handoff to ensure the pets and home are safe and secure.
Thanks for that perspective. I learned a lesson about being too understanding and giving a 5-star in all categories. I still would have giving a 5 overall.
I think the most important thing is alerting future potential sitters about realities of a sit experience, especially those that are not mentioned in listings or via communication with owners prior to a sit. It is understandable that a sit may still be 5 stars overall, but a brief mention of the cats on the counter may ward off some future applicants.
As a sitter, I have appreciated when other sitters respond factually to a 4 star or less review. In one case, I withdrew my application for a sit in a desirable location after reading several responses to a homeowner’s docking stars plus having several sits that had no reviews either way. The HO came out looking like a poor communicator and inconsiderate instead of the sitters. I realize I don’t know for sure whose version is the truth.
