@Emily1166
Emily, as @Sarah977 says this is a longstanding 'chestnut' and it has come about because of Airbnb's total lack of ability to problem search! There isn't a 'cause and effect' department that irons out the ramifications of programmers decisions!
I have used this illustration before but, might as well take it for another run around the block.....there are a lot of new users who are not aware of this.
Airbnb, during the review essentially tell the guest to leave a 3 star overall review if they were satisfied with their stay!
Step one is to give the host an overall stay rating....
The guests initial reaction is most likely going to be..."Yeah everything seemed okay, nothing went wrong, we didn't have anything to complain about", and they will be tempted to give a 4 or a 5.
Then they get to tick what was good about the place, 'sparkling clean, 'great communication', 'quick responses' and so on.
Step three follows, and this is where the guest starts to double think his/her decision!
All of a sudden the guest links these five responses with those five different overall star options.
Airbnb tell the guest that a 3 star rating means the placed lived up to expectations.....it wasn't the Taj Mahal, but it was ok....it was 'about the same as I expected'.
So that is what they check, and they then hit the back button, go back to Step One and amend that rating to a three star overall.
They think they are doing the right thing and being constructive with their review.
So Emily, don't blame the guest....they are doing precisely what Airbnb are instructing them to do.
And don't think we haven't made a song and dance to Airbnb about this, we have....many times.
But Airbnb have bigger fish to fry than concern themselves about hosts ratings...complaining will not do you any good. They say they listen to their partners....but in reality, they don't!
Cheers......Rob.