2-star rating. But good review?

I would message her and ask if she put the wrong stars in, sometimes that happens. If she did then she'll need to contact Rover and ask them to fix it for her. If not, then ask for feedback on how to improve your service. No matter what, don't be confrontational or defensive, and don't take what she says personal. This is business, not personal. Good luck.

Good advice from Jennifer. I would never think that it might have been an accident. ;-)

However, you do have to accept that some people have different grading scales. I asked one customer what I could have done to make the stay better and she told me that she never, on principle, gives out the maximum number, even if everything was fabulous. I remember having gone out of my way to arrange a playdate for her dog with another of the same breed in my neighborhood. So there was absolutely nothing I could have done better. Very disheartening. The next time she booked with me, I asked her not to rate me.

Just move on from this experience. Other reviews will eventually push hers to another screen.

Hi, Sorry only left you 2 stars. I would contact her and see if there is something that you could be doing different which made her leave you only two stars. The two starts is going to hurt you at the beginning until you get more reviews. Sorry! But also you may want to contact Rover and see about getting her review removed. (I know it kind of goes around the system but its worth a try) The only reason why I say this (and think that Rover might remove it) is because of what she wrote in her review. She does give you positive feedback but at the very end she writes that you let her book "outside of Rover".

It didn't take me long to realize that you are new to Rover and she has been a client of yours for the last 3 years. So you are not breaking any rules through Rover, however you don't want to give other clients the wrong impression and/or think that paying outside of Rover is an option. Its worth a try.... Good Luck!