How does one proceed after receiving a scathing review?

Once posted a review cannot be removed from your profile in most cases, even the reviewer cannot remove it and Rover won't also.

All you can do is move on, give good service and get more good reviews, eventually the bad review will move further and further down the list and won't be seen by potential clients unless they dig deep into reviews. Best of luck

And if I were you I would remove your response, which you can do to, the client review as it reads worse than the original review and does more damage.

I would not worry about it at all. That review is a little overboard. Yes, I agree with her, you should have informed her before hand. I have learned to inform my clients about everything, seriously everything, like running 5 minutes late, bringing a different leash, doing a different walk etc etc, and I apologize for my mistake or changes, and it always works for me because clients feel informed and they always tell me they appreciate my honesty and communication. (Not that I always want to inform them, but I do, so they feel satisfied).

But in your case, you didn't inform her, but since she knows you and knows where you live, I don't see a big deal from her side. You had her dogs. They were safe. In the darkness? The dogs don't care if the light is on or off. She over reacted, but I do get it, she feels you lied and scammed her because you didn't tell her. People don't like "surprises", so she got angry. Just do tell people if your plans "change" and apologize and go over board, and they will be happy. And don't worry about that ugly review. You did nothing wrong, and dogs were safe. Things happen, life happens and you had a good reason to do what you did. I hope your momma is doing well.

One bad review isn't as bad as it looks, especially since you have a large number of good ones. Learn from this, though. Just because a pet is safe and sound doesn't mean the client's feelings are unjustified. You weren't where you were supposed to be. The client had to go looking for you.

Emergencies do happen. It's always good policy to be in communication w/the owner if something comes up. And I note in your profile you like to take dogs with you when you run errands. You may wish to rethink that, Owners do that with their pets, but a sitter that does it assumes liability if anything happens.

Just curious on this, were you possibly taking on more than you can handle? You were petsitting AND boarding?

Cindy