@Breighana0
The screenshots you posted clearly show that the guest rated you 5* in each category but 4* overall. As I mentioned before, this is not that unusual. You will find many other posts here on the CC where hosts are asking about this and nowhere in the responses will you find anything to do with 'following house rules' being a category, let alone one that affects the overall rating if left blank.
The overall star rating is not a sum of the individual category ratings. It is a separate rating given by the guest (as you can see from the link I posted to the thread where you can see the review process in full). So, in theory, a guest can leave you 1* in all categories and still give you 5* overall, or vice versa. Of course, that would be unusual, and a reason to question whether the guest really intended to leave those ratings, but 5* in each category and 4* overall is not at all unusual.
Anyway, as I mentioned last night, I contacted CS to ask about your dilemma. The rep had never heard of such a thing and just sent me the link to the Airbnb article that explains how guests can rate hosts, including the categories (which I also posted in this thread). She then forwarded the query to an ambassador, who replied this morning, confirming that the star ratings are as everyone here is telling you (not what some misguided/confused rep/s told you):
Those are the ratings that guest can leave, i.e.
1. Overall star rating
2. Individual categories: cleanliness, accuracy, check in, communication, location, value
3. Amenities: not a star rating, but the guest is asked to confirm whether certain amenities were there or not
Again you can see the whole process in the thread I created recently about it, but I will post the screenshots again here just to make it crystal clear.
So, it doesn't matter what some reps told you about a non-existent category. No one at CS is going to fix the problem, because the problem doesn't exist, so they can't. Unfortunately, the fact is that the guest simply left you 4* overall, as your screenshot shows.