Send, modify, or cancel an Airbnb guest review

While you can create Airbnb automated guest reviews, you might want to edit them.

Leaving a manual review

After the guest has checked out, you can publish a manual review. 

Leaving great reviews will help you as a host to gain more trust and bookings for your property. 

Behind every Airbnb guest, you will find an action button on the right side to start writing the review. 

You start with the general message, and if needed, you can use one of the fields to add content details to your review. 

You can also add a private note (only visible to guests). As of the last step, you can give ratings to the guest in terms of cleanliness, communication, house rules, and whether you recommend the guest to other hosts.

Important note

• Manual host-to-guest reviews may eventually fail to be sent, as Airbnb needs to perform some checks on the guest's checkout, a process that can take up to 24 hours

• If your review fails with the following error message, please try again later

  "Send error

  Your review couldn't be sent right now because Airbnb is still processing this guest’s check-out. Please try again later. If the issue persists for more than 24 hours, please contact our support team for assistance"

• If it still fails after 24 hours, something else has gone wrong, and you should submit a request with:
  • A screenshot of the error
  • The exact time of your review submission attempt

Adjusting a review before sending

When using the Hostaway Automated review system for Airbnb, you can edit scheduled reviews following the next steps: 

1. Go to your Hostaway Dashboard > Reviews
2. In the Action column (right), click on the pencil to edit
3. This can be used to make the review more personal or adjust the ratings
4. Save

Replying to an Airbnb review

Your Airbnb guests can leave a review after check-out. When you and the guest have left a review or after 14 days without a reply, the review will be published on the Airbnb website. From time to time, you may want to reply to one of the guest reviews. For this, on the right side, you can click the action button to reply.
 

How Hostaway Handles Airbnb's "Double-Blind" Review Process

Airbnb uses a "double-blind" review system to ensure unbiased feedback. This means reviews are hidden until both the host and guest have submitted their reviews, or until the 14-day review period ends.

Here is the review status flow in Hostaway:

1. Awaiting/Pending: When a guest leaves a review, it will initially appear as "Pending" or "Submitted" in Hostaway, but it will not be readable yet.
2. Submitted: When you submit your review for the guest, the status in Hostaway will also show as "Submitted". This confirms the review is in Airbnb's system, but is still not visible to the guest.
3. Published: The review becomes "Published" and visible on Airbnb and in Hostaway only after both parties have submitted their reviews, or the 14-day review period has expired