Hello everyone,
Recently, I was rated on a platform and received an overall rating of 4 stars for the first time. I can see that in the breakdown, 4 out of 5 stars were rated for “Organised” and “Clean and tidy”, while all the others were rated 5 stars.
When I read the review, it was very flattering and complimentary about pet care and building management. Sadly, it didn’t include any specific feedback or explanation for the 4 out of 5 stars.
Since the review will be seen by potential clients, I’m considering responding.
I am thinking about writing something of the following nature:
“I didn’t learn about the specific reasons for my 4 out of 5-rated service but am glad that the pets were well-treated."
Before I move forward, I would like to hear what you think about this matter.
Is it wise to respond to this review, or is it better to keep it quiet, since the overall context is very good?
If I write something, how can I phrase my reply so it sounds professional and objective, but not defensive?
If it’s on this platform then there are no “clients”, just future hosts reading your profile and reviews. They’ll read your response too so make it positive. If the review is glowing, then it would be better to say something like “thank you for the fabulous review, it was a pleasure taking care of Bob” or similar. Some people never give 5 stars as they see it as perfect so not a reflection on you but them. #keepitsimple
Very good advice here from @Cuttlefish. It’s hard when you’re a perfectionist to accept less than 5 and especially with no explanatory information in the review to elucidate. Less is more in this situation but I’d be wanting to put I’m always striving for perfection and would have appreciated feedback on areas I could possibly improve on…
It shows how seriously you take each sit to achieve the very best, as your superb track record shows..
I agree it says more about the reviewer than you.
Ultimately it’s minor and will soon be passed over by the discerning future home owners. But it stings and I feel your pain.
I had this result once and tried to get a change through THS back up.. older and wiser and still very much in demand.
While it frustrating to get dinged on stars with no explanation I would just let it slide. After years of managing clients who couldn’t help replying to consumer reviews, I learnt that very few people have the skill to effectively respond to reviews and in the end it just highlights the review further. Just my 2 c worth.
I’m also curious if you are talking about THS or not as we don’t use the word “client” or “staff” or “customer”, etc.
But anyway, if it were me I would privately message them asking how I could have earned the 5 stars so that going forward I am a better sitter for future hosts. It would make me crazy not to know exactly why they dinged me bc we are so thorough and want to learn from each experience.
If you choose to address it, then you’ve got things in the wrong order, start with something nice about their pets, and then factually repeat the great words they said about you, before you mention the negative.
With the negative you could say something like,
“… so, I was disheartened and little surprised to read you gave me 4 out of 5 for bla bla bla”
and end it with something nice about their pets again.
HOWEVER, if you think they have scored you incorrectly, then still write your reply, but also whatsapp them to ask what you did wrong, you never know they may have made a mistake, in which case they may be able to change it if they contact THS fast, and if not, then at least you’ve learned how you can improve things for next time.
I think this is really important for anyone wanting to respond to a review. Your response is almost entirely for future [HOs or sitters, depending on your role]'s benefit, to help them see if you are a good choice for them. This is why the forum is chock full of advice to keep everything as unemotional as possible.
Are you able to see other reviews from this HO? Is it a pattern for them to leave positive reviews but not full stars? If so, I would not worry about it. Savvy HOs will also look for this and see it’s no big deal. If the HO is either new, or historically has left 5 star reviews, it might be worth following up with them on reasons - and try to listen to any feedback with openness. Maybe expect questions about it in future applications, but depending on how you handle that, it should be easy to overcome and then you’ll get lots of good reviews after and this will slide right off the main page of your profile.
I had this happen only once. I didn’t respond to the review on the THS site but I did text the homeowner and asked what could have been improved on and she told me. Moving forward, I made sure that I wasn’t docked again for the same reason. Actually, it was something my husband neglected to do so the blame was on him
I moaned about my uncharacteristic 4 star rating to a regular Home Owner I sat for ( who incidentally also did pet sitting for THS) and her review subsequently totally eclipsed the inferior rating! She made me sound like Mother Teresa of the Animal World.. yes it put that smile back on my face but I wasn’t bold enough to reply to it. She had also felt I had been mortally wounded!
To the 4 star one I responded ouch I worked so hard to achieve my best. I guess you can’t please everyone.. making the subsequent pet sitters read things very carefully , I hope.
I absolutely agree any response is for future pet sitters at this sit and for future Home Owners thinking of selecting me for their sits.
You are walking a tight rope! Keep your head up!
Focus on all your hard earned stars that make your profile shine so brightly. The 4 is in a minority of one.
No need to reply to a 5 star excellent review! I mean what do you say besides “thanks you’re great too!” or something like that. It’s good to just leave it on it’s own I think.
Thanks, everyone, for such answers. I’m speaking about the THS platform. As for my hosts, it was their first experience, so they have no other reviews on the platform.
Regarding my stay, I didn’t ask them in a DM why they left 4 stars. From my side, I’m more than sure I don’t deserve a 4-star rating. I did a very good job cleaning and maintaining the house, and I even did some gardening for them.
I got dinged in a review for leaving some food in thw refrigerator - a partially used pint of yogurt and a chunk of cheese. I mentioned it to the HO on a sit shortly after and in her review she thanked me for leaving something that introduced her to a new food!
You can get this review changed, don’t believe what THS may initially tell you. I’ve twice been left 4 star reviews which were changed to 5 stars.
For context, on the first sit they wanted their adult children to be there for some of it, to which I objected. I complained to THS and they contacted the host and it was changed.
On the second occasion the host wasn’t happy with my plant care. I contacted them, politely explaining why 4 star reviews may affect my ability to secure future sits. I also spoke to customer service, who were terrible initially, mis-advising me over and over, but I kept contacting the platform until I got to the complaints handlers by email. I recommend this approach, the people on the live chat are unhelpful and told me repeatedly that I was wrong, when I wasn’t. Eventually the review was changed, with THS telling me it was because both parties contacted them.
I had this happen recently too! Exactly the same situation with 4 stars for tidiness and organization. The host also left me only 4 stars overall, which stings due to my prior 5 star streak. What is difficult about this is that I vacuumed the entire house, watered their EXTENSIVE garden (front and back yard) daily, aside from when it rained, and cleaned all common areas prior to their return, including fluffing throw pillows! This pet parent was quite anxious, left a hand-written instruction guide, and admittedly had a pet with a medical issue. Their review of me was positive, stating I had been good for the pet. I would like to challenge this as well with THS. I messaged the pet parent asking if there was something they felt I could do better. Once they reply (if they do) I plan to let them know how this might affect my ability to get future petsits. I have already reached out to THS to ask if this can be addressed. In the future, what can we do? Take photos of the clean house before we leave? I hate to think that we have to keep “evidence” but it only takes one highly anxious and micromanaging owner to leave a less-than-ideal review to affect our future odds, and this feels unfair. By the way, I left a public response to their review, that was along the following lines (but not verbatim): “Thank you for your kind words about my care for your pets. I really enjoyed getting to know them and learning all of their individual needs and routines. I take a patient and attentive approach to caring for each pet, respecting their personalities while helping them feel secure in their own home. I also take pride in leaving homes clean and well cared for. I want owners to feel confident that both their pets and their homes are in good hands.”
High-five, you’re so funny! I agree re: keep it minimal and unemotional, if at all. On my 2nd sit the owner slammed me, giving an overall 5 but one 4 star for cleanliness (!)…I was mortified and asked everyone for help in responding. My attorney friend gave me the perfect line:” I’m glad you were pleased with the lovely Dasha’s care, thank you for your feedback.” Mission accomplished!
