I had the same issue. The guest begging me not to cancel their reservation when Covid restrictions tightened in the area. They had 4 to 5 adults and were right at the base of the ski lifts during ski season. I got a 1 on Value even after she stated that it saved them a least an hours drive every morning and afternoon for the skiers!
They paid LESS for an entire townhome - 2 bedrooms, 2 1/2 bath, fully stocked full sized kitchen, living room, dining room, balcony, fireplace, washer/dryer in the unit etc. etc. etc.
Her one complaint was that some things were "a little dated but fully functioning". The photos show exactly what is in the townhouse.
What gives?!! And no protection from airbnb. Their site should have a "warning comment" come up to ask if the guest meant to leave a 1 (out of 5) when a guest leaves any score 3 or below. Perhaps the guest meant to leave a 5 and got confused that the "1" was the best!
Airbnb does have some work to do here.