@Breighana0
But did Airbnb CS tell you the guest left 5* overall or did you actually ask the guest? What we keep trying to explain is that you can't always trust what a CS rep tells you. I know you said you were told this by multiple reps, but you also posted screenshots where the rep was totally contradicting what you are saying. Are you sure you were talking to nine different people?
I have now had responses about this from three different CS reps, all of which confirmed that the information you have been given is incorrect. The last one told me she had checked and double checked this with colleagues/the appropriate teams and could 100% confirm that you had been misinformed. She even called me up to go over it with me as well as responding to my messages.
I won't post screenshots of the written conversations as I can see that those are getting removed, but she said:
"You may disregard that previous information given to you, as it not accurate and not part of the process as to how Review works."
When I asked her, in that case, to please explain the screenshot you posted (the one with the black background), she told me:
"The main reason as to why it is showing on the screenshot submitted is because we have the same interface either for guest or Host, and that is our internal tool that we are using."
So, basically, what she is saying is that the interface is the same for either host or guest reviews (from Airbnb CS's end - she also said the rep should never have sent you that screenshot as it's just confusing) and that is why the 'respects house rules' category shows up in either case, but it's not an actual category for rating hosts so makes no difference.
I hope that clears things up. I could ask again and again, but have chosen to close the CS case as I think they have explained it to me enough times. There is not once where they confirmed that the information you were given was correct - quite the opposite.
Why not just ask the guest themselves?