Has anyone ever had a referral from a repeat customer that has gone wrong?

Unfortunate but a poor review will affect your ranking in search results as I see you are a new sitter with only a few reviews. Be professional when replying to a negative review. Whatever you do, don’t say that the problem is a result of something the commenter has done, even if you think that’s true. Also don’t blame the commenter for a false or misleading comment. Never take a comment personally and write something emotional or accusatory in return. Instead, pay attention to what’s been said, then respond in a balanced, appropriate and professional way.

Generic answers are best in these situations. "I'm sorry you were not satisfied with your pet's recent booking, and I would be happy to discuss with you if you wish to contact me through Rover."

As a former veterinary technician, sometimes the client's expectations are unrealistic. For instance, an elderly dog that was not far from death was left in our clinic's kennel. The owner brought special food and medications and all were given without fail - our staff kept a very strict boarding record of this. The care for the dog was top notch and according to protocol. The owner was livid that the dog passed away while boarding. Understandably so, she probably felt guilty that her dog passed away in a kennel and not in her own home. You just have to recognize that emotions play a big role in how someone may react to a situation. Be empathetic without admitting guilt.

Our team met with her and explained calmly that the dog received great care and showed her the documentation we had for the dog's stay. After some tearful accusations, she finally calmed down when she saw that our staff was just as upset about it as she was.