@Chadia5
“Reviews that do not represent the author’s personal experience or that of their travel companions“
Yes, you are right. This is badly worded. It does actually refer to third party bookings, but that's really not clear at all.
In terms of a review not accurately representing the author's experience, Airbnb actually do not give a hoot. It is clearly stated in the review policy that they will not mediate in matters of accuracy, so you're wasting your time there. Apparently, the only way to get a review removed is if it violates the content policy OR if the author of the review themselves asks for it to be removed.
I had a similar experience to you RE the communication. I had a couple come to stay for two or three days. I gave them a thorough house tour on check in. They didn't speak any English and had to bring their daughter to translate. They marked me down on check in because it wasn't done in French. Another French guest had marked me down on communication because I didn't speak good enough French. So, I changed my profile description to say that I only speak "broken, school girl French" and nip that expectation in the bud.
This couple also marked me down on communication because they said they didn't see me for the rest of the stay (I had already told them to let me know if there was anything they needed). Well, they didn't see me because they were out all the time! They were actually exploring towns outside of London and just using my place as a base, so they left at the crack of dawn and came back quite late at night. I was home most of the time, so they could have easily popped into the kitchen to say hi when they returned (as most guests do), but instead, they went straight to their rooms. What was I supposed to do? Should I have camped outside their bedroom door all evening in the hope that I might see them? Weird.
They marked me down for cleanliness, saying something like, "When we host guests [meaning friends/family because they weren't hosts], we clean up any little messes, i.e. cat vomit, straight away."
Well, actually, so do I, but if the guest gets up at the crack of dawn before I am awake, how am I supposed to clean it up before they see it? Should I also stay up all night monitoring the house in case a cat coughs up a fur ball? That was literally the only complaint they had about cleanliness, i.e. that on one occasion, I did not clean up a fur ball immediately. I'm sorry, but I'm not a sleepwalker and I don't know how I can change that.
These guests seem to completely ignore the fact that hosts, not just guests, might need to sleep at night.
I am afraid there is just no pleasing some folks.