@Traci1. I was using the same thought process for a short time with a few customer's.
My husband and I have only been at this for 4 months, and soon into this endeavor, felt the 5 stars we were giving everyone (really me since I'm the one who does the cleaning and manages our property) was not accurate when we had a few bookings that were exceptional. In the beginnning, I actually gave a customer a 5 when they should have been a 3 in the cleanliness department (stains on kitchen rug and sheets with no heads up). All of my guest have been wonderful, but housekeeping definately has had a range from one customer to another, and most I would consider a general 4.
Now, I have recognized that most customer's feel, if they do a general pick up and have the common courtesy to leave it descent, not trashed, they deserve/expect a 5. I clean houses for a living, so I notice a lot, and I had to let my expectations down a little. I have learned that not everyone shares the same level of hygeine either. What I think is dirty is really clean to others. My husband and I have gone back to giving customer's 5's unles they leave damage to items or property. Similiar method to @Mellisa0 and Paul .
We have received 5's from all of our customer's and we have been gratefull for every visitor that has chosen our property. We continue to improve our property and have implemented a lot since our first booking. We have appreciated, that even though, we have had deficencies, our customer's have been understanding and have left us private messages with their suggestion (instead of downgrading our reveiws because of an oversight on our end). We take input seriously. We will take the perfect score from our guest's and will continue to give guest a 5, if they meet all expectations, even if they leave work for me to do. Unless, it's to the standard that Paul and Melissa touch on, which is damage or stains to items or property.
Sindenote: It's a lot of work and how an entire property can cost less than a hotel is mind boggleing but another topic all together. I love the concept and I wish everyone the best whether you are a customer or a host.