Thank you for your reply😄. I have been researching and trying to figure this out and I have now narrowed it down to the last pet sit we did I think. We had a great pet sit and a good written review. We received five stars in all the 5 categories BUT at the top by the pet sits name it has 1/5 stars. Not sure if that might be the issue and even how that star up at the top by the pet parent even gets there! I have contacted TH and an awaiting a reply