How are the "average ratings" calculated?

A friend of mine was looking for a sitter and found someone with a 5* rating. In reading the reviews, a LOT of them were negative. To the point that in one, the sitters had to arrange alternative care while they were still out of the country.

I didn’t see the other reviews, but my friend said that they were just as bad - often with 2 - 3 stars. Yet the overall rating was 5 stars. HOW??

Here is a screenshot she set me. I think that it is anonymous enough for here.

Edited to meet posting guidelines

Hello @DantesDame

Thank you for sharing this, just for ease of reference the posting terms state you can’t share screenshots of other member’s profiles/listings to the forum and as @Snowbird mentioned it contained the sitter’s name the screenshot was removed due to this. Thank you