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Why can't I access my Hospitable account?

What it's for and what it does.

Jenn Tomaszewski avatar
Written by Jenn Tomaszewski
Updated today

We send you an email whenever a review is prepared ("captured") for a guest, allowing you to check and make changes to the review before it's posted.

Hospitable sends automated reviews for Airbnb listings based on predefined rules and templates, streamlining the process for hosts. Users are notified via email, giving them a chance to review and customize any pending reviews before submission, which is crucial since edits after Airbnb submission are restricted by their policies.

To edit a prepared review:

  1. Go to the guest's conversation in the Inbox

  2. In the left side bar scroll to the Activity section
    ​(in mobile this is accessed by clicking the ... sub-menu at the top right)

  3. Click Edit beside a pending review.
    ​Steps 1-3 can be skipped if you click on the edit this review link from the email notification.

  4. Edit the content of the review within the editor box.

  5. Edit the star ratings if needed.

  6. Click Send now (to send it immediately) or Save (to send as determined by the Timing of your review rule)

You can also find all prepared reviews in the Guest Experience section on the Overview page under Pending Reviews.

Please do not confuse editing a review (to a specific guest) with editing the template (that is being used for all your guests). If you wish to make changes to your review template in general, you need to edit the review template.

Edits to reviews after submission are restricted by Airbnb policies. Any changes must be handled directly on Airbnb within their 14-day review window, emphasizing the importance of reviewing pending reviews promptly.

To edit a review template:

  1. Go to Guest experience.

  2. Click on Review rules.

  3. Click on a review rule name.

  4. Edit the content of the review within the editor box. Changes are saved automatically.

To cancel a review prepared for a guest:

You can cancel a review that is prepared for a guest and has not been submitted to Airbnb.

This is important because once a review is submitted to Airbnb, edits or cancellations become subject to Airbnb's constraints, including their 14-day review rule.

  1. Go to the guest's conversation in the Inbox

  2. In the left side bar scroll to the Activity section
    ​(in mobile this is accessed by clicking the ... sub-menu at the top right)

  3. Click on the review name to open the prepared review

  4. Click Delete

You can also find all prepared reviews in the Guest Experience section on the Overview page under Pending Reviews.

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