For which channels does Hostaway support reviews?
For now only for Airbnb.
Is it for all customers?
Early access customers have this new feature already active. If you don't have it active and wish to have it, please contact the support team at email@example.com
Who has access to the reviews section?
Only the account owners will have it ON by default. If you wish to have your users using this feature, you'll need to edit the user profile in Hostaway and activate that user permission for reviews.
You can find out more about user permissions here.
After activating this feature, will reviews only be shown for present and future reservations?
No, Hostaway imports reviews also for past reservations, both from host and guests
Why is it not possible to send reviews after 14 days of the check-out?
That’s a restriction on Airbnb side.
What happens if I switch the Active/Inactive toggle for the auto-reviews?
Activating or creating an auto review schedules reviews for past reservations.
Deactivating has no effect on past reviews and will not schedule reviews for new reservations.
Hostaway will schedule/send reviews if the check-out + 14 days still hasn’t happened, even if the trigger event was set for before. So, for example, if trigger event is check-out+5 days and the auto-review is created in check-out+10 days, Hostaway will still send the review if that’s possible (possible = no host review was sent yet))
And if I delete the auto-review?
It will delete that auto-review automation. It won’t affect any of the existing auto-reviews
What if I edit an auto-review?
Any modification of the existing auto review will trigger the generation of scheduled reviews
If we use some fields in the templates and they are updated after the review has been pre-generated but not sent, will Hostaway send the updated value?
Why some columns are always empty for the host and some other are always empty for the guest?
Airbnb has review categories, and some can only be reviewed by hosts while some others by guests
Overall review: shows the general comment left by the host or guest
Rating: shows the general rating left by the guest
Cleanliness: shows cleanliness text review + stars both from host and guest
Communication: shows cleanliness text review + stars both from host and guest
Respect house rules: shows respect of house rules text review + stars from host
Accuracy: shows accuracy text review + stars from guest
Check-in: shows check-in text review + stars from guest
Location: shows location text review + stars from guest
Value: shows value text review + stars from guest
What do the statuses mean?
Awaiting: Your guest hasn't checked out yet → for host and guest
Expired: No review has been submitted after 14 days. → for host and guest
Pending: Guest has checked out, a review is pending to be submitted → for host and guest
Published: a review has been submitted and it is now published in the channel → for host and guest
Scheduled: an automated review has been scheduled → only for host
Submitted: a review has been submitted but it is not yet published in the channel → for host and guest
Why is it mandatory to fill 3 templates in the Auto-reviews?
Airbnb may penalize this automation practice and it also may affect the SEO. The reviews generated from an auto-review will randomly choose between the existing messages.
Is this feature available in the Mobile APP?