Hospitable automatically prepares Airbnb reviews based on your review rules. Before a review is submitted to Airbnb, you can edit it, cancel it, or restore it if it was deleted.
Details about reviews for Direct reservations can be found here.
Edit a pending review for an Airbnb guest
You can edit the content and star ratings of a prepared review before it’s sent to Airbnb.
If a teammate submitted a cleanliness review for the reservation, the Cleanliness section (and, when house-rules tags were used, the Respect of house rules section) will already be filled in when you open the pending review. Edit anything you want before it's sent to Airbnb.
To edit a pending review:
Go to the guest’s conversation in the Inbox
Scroll to the Activity section in the left sidebar
Click Edit next to the pending review
Update the review as needed. You can change their rating, the review text, leave private feedback, delay publishing the review until the end (bad guest review), or change their star ratings
Click Publish now to submit immediately, or Save to send based on your review timing rule
Alternatively, you can:
Click Edit on the review in the conversation thread itself
View all prepared reviews by going to Guest Experience → Overview → Pending Reviews → Edit
🌟 Note that making edits to a specific guest's review does not edit the review rule itself
Cancel (delete) a pending guest review
Once a review is submitted to Airbnb, it cannot be deleted in Hospitable.
You can delete a review that has been prepared but not yet submitted to Airbnb. The exact option you'll see depends on whether the review has a scheduled publish time.
Scheduled pending reviews (from a review rule)
If the review has a scheduled publish time, you can cancel it directly:
Go to the guest's conversation in the Inbox
Scroll to the Activity section
Click the review name to open it
Scroll to the bottom of the review and click Don't send
AI-prepared pending reviews (no scheduled publish time)
If the review was prepared by AI and is shown as "Can be published within …" (with no scheduled publish time), the editor will only show Cancel and Publish now — the Don't send option is not available for this state.
You don't need it: an AI-prepared pending review will not be submitted to Airbnb on its own. If you take no action, it will simply expire at Airbnb's review deadline and no review will be sent for that guest. Your automatic review rule stays active for other guests.
If you'd like us to remove the prepared draft from your Pending Reviews list before it expires, contact support with the reservation code and we'll withdraw just that one review.
You can also find prepared reviews in Guest Experience → Overview → Pending Reviews → Edit.
Restore a deleted review
If you delete a prepared review by mistake, you may be able to restore it — as long as Airbnb still allows a review to be submitted for the reservation.
To restore a deleted review:
Go to the guest’s conversation
Scroll to the Activity section
Click the deleted review
(It appears crossed out with a star icon)Click Restore
The restore option is only available before the original scheduled send time of the review, based on your review timing rule.
If the scheduled send time has already passed, contact [email protected]. Support can restore the review as long as it's within Airbnb's review period. Alternatively, you can send the review directly on Airbnb.