Hi Raquel,
I just wanted to echo Gerry & Rashid's important point re following up with the guest and impossible expectations. I recently had my first overall 3 star rating as well with no feedback which was baffling as the guest had given a total of 27/30 for the other 6 categories. After following up, it turns out he was upset he wasn't given access to my personal mailbox during his stay so that he could receive his personal mail.
For context, he had booked a 4wk stay so that he could come find a permanent apartment to rent here in London and also get to know the city before starting a new job in January, and then a week before checking in, he messaged me asking for access to my mailbox. I have a strict no policy on guests having a key to my mailbox, and if he had mentioned it before he booked, I would have rejected the booking. After turning down his mailbox request and asking if it was going to be a problem (he said he would find a workaround), he went ahead with the booking and then deliberately gave me a 3 star rating.
So my advice is to also follow up, and find out if the guest had legitmate/constructive feedback you can act on. If this isn't the case, use their response as experience in terms of asking the right questions which might help filter out the next difficult/irrational guest that submits a booking request.
