That's the issue, the guest not reading your description and not understanding what they are rating. I have had guests tell me my "no children allowed" apartment is not child safe. They also review that the 7 inch step into the bathroom is inconvenient. The step is disclosed in the description. I also get 390 pound people booking my room and complaining the doorways are too narrow at 32".
One guest first tried to cancel telling me due to the step up into the bathroom, I pointed out it was disclosed in description. Then he said he wanted to cancel due to the grass parking spot, and I pointed out it was also disclosed. He then came to me saying he would cancel due to the room having a murphy bed, which was in his opinion unsafe. Once again I told him it was disclosed and in the photos. I asked him to find some murphy bed injuries on the internet I could look at.
He just took off around midnight one night with 3 days to his reservation unused (over the 4th of July weekend) and asked for a FULL refund, including days he stayed. His complaint to AirBnB? "Not what I expected"
Certainly he was not what I expected. I expected he would read the description and look at the pictures.
AirBnB paid me in full, but granted him a limited refund of the unused days out of the AirBnB fees.
Wish I could block him some way. But I just have to keep a list of the "problem children"