Review - Rating in certain categories filled in apparently by mistake

We received only positive comments on that review praising our staff yet we received the lowest possible mark on Staff. Nothing negative left it was even mentioned there. Since one of the categories was filled in 10/10 the Customer Service does not want to remove it. We are unable to reach the guest anymore. Any experience with that? 

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fluff 5 years ago

Always obtain guest's email and any other contact when they check in. You can then at least check if the review is as intended.

Apart from that you're stuck with it!