@Gaye35 This is quite a common occurence, according to many hosts here. It's seemingly inexplicable, when the guest has rated you 5 stars on everything else.
It can be because there was some aspect of the stay that didn't fall under any of the other categories, but much more often it's simply because the guest either is under the impression that 5* overall should be reserved for luxury resorts, they never give 5*s "on principal" (some guests have told hosts this when asked what the host could have done to make the stay better), or, I think most often it's simply that the guest is completely unaware that a 4* average rating for a host is considered not good enough by Airbnb. The guest review form actually tells guests that 5*s means "Good", so the guest is not really at fault for not realizing. In a sane world, 4*s should indeed be good enough.
So don't be thinking that it's because of something you did or didn't do- that's pretty unlikely.
One host reported here a short while ago that when they asked a guest why, who left a 4* overall, after saying to the host that they loved the place and rated 5*s in everything else, that the 4* overall was because "We expected your town to be more like Portland". :-(( There's nothing you can do about that sort of cluelessness.
