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Host Reviews: Auto-reviews

Robert
  • Updated

Host Review vs. Guest Review

Host review (what you write about the guest)

This is written by the host about the guest after the stay.

It usually includes:

  • How was the communication with the guest
  • Whether they respected the house rules
  • The condition they left the property in (cleanliness, damage, order)
  • Whether they were on time for check-in/check-out
  • Whether the host would recommend them to other hosts

Main purpose:

  • Help other hosts decide whether to accept future bookings from that guest
  • Build the guest’s behavior history

 

Guest review (what the guest writes about the property/host)

The guest writes this about the host and the property.

It usually includes:

  • The quality of the accommodation (cleanliness, comfort, accuracy of the listing)
  • The location and surroundings
  • The host’s helpfulness and response time
  • Whether the check-in was easy and clear
  • Value for money

 

What is an Auto-review?

  • The auto-reviews feature allows you to auto-generate reviews
  • This is only for Airbnb and Vrbo, since Booking.com doesn’t allow hosts to review guests

  • Auto-review enables you to post a 5-star guest review automatically

     

Where can you find the Auto-reviews feature on the Hostaway Dashboard?

You can find Auto-reviews in the Reviews section and then the Auto-reviews tab.

The Auto-reviews tab will show all the auto-reviews created with all the basic info.

The options will be:

  • Activate/deactivate.
    • Activating or creating an auto-review will schedule a review for past reservations
    • Deactivating does nothing for past reviews and does not schedule reviews for new reservations
    • The system will schedule/send reviews if the check-out + 14 days still haven’t happened, even if the trigger event was set for before. So if the trigger event is check-out +5 days and the auto-review is created in check-out +10 days, we will still send it if that’s possible (possible = no host review was sent yet)
  • Edit. It will allow you to edit the auto-review. It will affect existing auto-reviews
  • Duplicate. It will place you into the creation step, but with the data and settings already filled
  • Delete. It will delete that auto-review. It will not affect existing auto-reviews.

    autoreviewstab1.png

How can you create an Auto-review?

To set up your templates, please follow the next steps:

  1. Go to your Hostaway Dashboard > Reviews > Auto-reviews
  2. In the top right corner > Click on Add auto-review
  3. Fill in the required information

    1. Score, supported by Airbnb and Vrbo. By default, auto-reviews have a 5-star score for the categories supported by Host reviews. It is not possible to modify this in the auto-review. You can always update a pre-generated review if they want to set a lower score

    2. Recommend the guest, supported by Airbnb and Vrbo. By default, auto-reviews will recommend the guest. You can always update a pre-generated review to change this

    3. Name, supported by Airbnb and Vrbo. To identify the auto-review. The name is internal only. It will not be published

    4. Send time, supported by Airbnb and Vrbo. Between 1 and 13 days after the guest's check-out date

    5. Message(s), supported only by Airbnb. A minimum of 3 message templates have to be filled since Airbnb may penalize this practice, and it may affect the SEO. It is possible to add more templates. The reviews generated from an auto-review will randomly choose between the messages. It is also possible to select some dynamic fields such as {{guest_first_name}} and {{listing_name}}
    6. To add more messages > Click on Add new template
      • Private note. For the guest only
      • Listings. Select the listings you want to apply for this auto-review. A listing can only have one auto-review assigned, so if you try to select more, an error message is displayed.
  4. Save

 

How can you cancel an Auto-review?

If you would like to cancel any scheduled auto-reviews please follow the next steps:

  1. Go to your Hostaway Dashboard > Reviews
  2. Go to the Manage Reviews tab > Filter by Status Scheduled
  3. On the right-hand side, click on the circle with a cross to cancel the review

Deleting an Auto-review will not cancel any scheduled auto-reviews.

 

How can you create a Review Template?

Sending a manual review can be time-consuming. To save some time, Hostaway allows the creation of templates that can be used when making a manual review.

To create a Review Template, please follow the next steps:

  1. Go to your Hostaway Dashboard > Reviews > Review Templates
  2. Click on the Add Review template
    • Name. The name is internal only. It will not be published
    • Message. Add the message. You can use fields if needed
    • Ratings
    • Private note. For the guest only

Auto-reviews FAQs

Why are automated reviews only available for Airbnb and Vrbo?

Airbnb and Vrbo are the only channels at this moment that ask you to review the guest. Other channels do not support this way of working for now. You can collect reviews for Booking.com, or Hostaway reservations (Booking Engine, Direct Reservations, and Google Travel)

 

Why do I need to write 3 or more messages in the template?

The automated review system randomly takes one of your messages. Future guests will be able to see your recommendations in your Airbnb profile. Always having the same reviews might lower their trust. It is recommended to change the content regularly and or send manual reviews out from time to time.

 

Can I adjust or stop an auto-generated review from going out?

Yes, by setting the sent time after check-out, you will see the reviews as "scheduled". This gives you time to adjust or stop the review before going out.

 

Why is my auto-review in "Pending" status?

A "Pending" status means your review has been successfully sent from Hostaway to the channel (like Airbnb or Vrbo), but it has not been published for the guest to see yet. This is a normal part of the process and happens for two main reasons related to the channel's review system.

Here’s a simple breakdown of how it works:

  • You Set the "Send Time" in Hostaway: In your Hostaway settings, you choose when to send the review (e.g., 3 days after checkout). This is the "send time after checkout".
  • Hostaway Sends the Review: At the time you set, Hostaway sends your review to the channel (e.g., Airbnb). The review's status in Hostaway now changes from "Scheduled" to "Pending".
  • The Channel Holds the Review: Airbnb and Vrbo use a "double-blind" review system to ensure fairness. This means they hold onto your review and will only publish it once one of the following occurs:
    1. The guest submits their own review.
    2. The channel's 14-day review period officially closes.

Whichever of these two events happens first will trigger your review to be published.

In short: The "send time" in Hostaway controls when the review is sent, but the channel's rules control when it is published. Your review will always be published for the guest, even if they don't leave one for you; it will simply appear after the 14-day window closes

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