I take a wider view of the whole online booking / reviews systems across all OTAs. We have multiple properties, each listed on AirBnB, Booking.com, HomeAway and TripAdvisor. Each system has problems.
Booking.com have changed their review system. It works in much the same way as the AirBnB system does now, except it's a score out of 10. If guests review each element as 10/10, they can still give an overall score of 1 or 2. As with the recent change to AirBnB, if a guest does this, it is flagged to the guest, but they can still post that. There is uproar among Booking.com hosts (partners) and Booking.com do not care, do not listen, are simply not interested in hosts (their "partners"). Booking.com also allow racist, sexist, homophobic, rude, offensive, fake, unfair or any other negative reviews. They say "it is the opinion of the traveller so it stays online".
I agree with much of what's been said about the AirBnB reviews system - it's unfair on hosts, especially those that try their best, provide high quality, clean and comfortable accommodation, who bend over backwards to ensure guests enjoy their stay, and who get penalised unfairly because of a "guest centric" reviews system.
The review scores no longer show which properties are the best, they show which owners are now best at explaining to guests how to rate a property in a review.
We all want our guests to enjoy their stays, to be happy, to tell others that they had a lovely holiday. We want them to come back again and again, and for their friends to come. And yes, we do get repeat bookings.
But people are different. Some are permanently unhappy. Some are not astute enough to understand review systems and how they impact hosts. Some can't be bothered with reviews. What this means is that none of us can expect good reviews from every guest. Sometimes we'll get negative reviews, even if we deserve top scores. We might be able to help some guests understand review systems and score us more fairly, but we can't change people and the permanently unhappy ones take great delight in posting unfair and negative reviews.
One saving grace is that the unfair reviews system affects all of us. Other hosts in your area will have exactly the same issues as you do. They will be just as frustrated as you are. In the grand scheme of things, if we all suffer from unfair reviews, it's still a "level playing field".
By listing on multiple OTAs, we increase the chances of getting bookings. The occasional negative review will have less overall impact. Properties will still get filled and we'll still earn money. If higher scored properties get booked first, slightly lower scored properties will get booked later. One way or another, the bookings will still come in.
The exception is when you list a new property and you're unlucky in getting a 4* or lower review from the first guests. One solution is to just create a new listing for the property and close the original one to new bookings. This is really only viable on a new listing with the first review(s) - if you have 20 x 5* reviews, you won't want to replace that listing.
Using OTAs like AirBnB / TripAdvisor etc is "passive marketing". List your property, sit back and wait for guests to find you and book your property. It's easy, it's convenient, but it's not the only way. Pro-active marketing can bring a lot more bookings, plus, if you take bookings direct via your own website or social media, you also avoid the negative impact of unfair / negative reviews.
About 40% of my bookings (on multiple properties) are now direct with us, through our website / social media / recommendation etc, rather than via an OTA. I've been far too busy to do any real marketing yet, so this is a bit of a surprise. In time (when I've cleared up a massive backlog of work), my website will grow, our social media presence will grow, and hopefully we'll get even more bookings direct rather than via an OTA.
So .... I don't like any of the reviews systems and I generally ignore reviews. I'm often far too busy to look at them until several weeks later anyway. I don't worry too much - I can't change how the systems work, it's a lot of time and effort trying to convince guests to rate us 5* instead of 4*, and everyone gets affected by the same issues. We get fully booked through the summer one way or another and very good booking levels in winter now too.
And now I've rambled on far too much and need to get more work done .....