Frank and Jess, I really feel for you. Totally breathtaking when you get less then you feel you deserve. The only saving grace is that Airbnb allows for people like this and if your other ratings are above this ( and I am certain they are ) and continue to be, then it will have little impact, if any, on your ratings overall. If you are fairly new to hosting or you don't have enough reviews to canel out this 3 rating, you can always take one nighters for a while to quickly get more reviews to canel out this crazy one.
This might make you feel a little better.......We are superhosts and have had 200 reviews, mostly 5s some 4's and two 3s. A host came and stayed with us and turned up early ( without warnng. ) Of course we were not ready for her. Not one word of communication that she wanted an early check in. She didn't read the itineary or house manual/rules. We felt bad becasue eventhough it is not our fault, she looked very put out and of course we are supposed to be giving her a good experience. We bent over backwards for her the rest of the stay.
She gave us a 1 for arrival and a 1 for communication - the rest 2's!
We were totally speechless! Luckily for us it doesn't impact our overall rating as we have so many reviews now to cancel it out - but it was quite the shock!
Anyway - luckliy the lower rec=voews only happy once in a blue moon - but it can feel like a kick in the guts!
Ang from NZ