what if you disagree with star ratings, can you respond with a private message to guest?

[Jef1]

Guests reply with positive review, then give a 3 star for cleanliness & value, we have been vacation renting for 8 years never a complaint for cleanliness! guest rating has affected our 5 star status looking to reach out to previous guest to resolve, can host respond with a private message to guest without getting into a public discussion, is there a simple way to  communicate / resolve?

[Karen77]

Airbnb is not likely to assist you with this.   You have a couple choices.  First, you can reach out privately to your previous guests with an earnest "what could we have done better?" And then be prepared to be undefended when they share.  Second, you can accept that this is how Airbnb is--that sometimes people love our places but don't give us the ratings that are consistent with their written reviews.  

[Gerry-And-Rashid0]

Agree with Karen - it's a polite request to know what would have improve their rating for you property (as you are always looking to improve etc)