Guest Reviews
Every Review Becomes a Next Step.
Bring in your Airbnb reviews and HostHive matches each one to its stay and to the cleaning before it. AI reads what guests said, your cleaners get scored by your guests, and the follow-up is ready for you.
How it works
Ask your assistant to import your reviews CSV, and map any new property label to one of your homes; HostHive remembers it after that.
HostHive matches each review to its reservation through your Airbnb earnings, then to the cleaning before the stay, and marks anything uncertain as needing a match, with the reason.
Press Read with AI, or Suggest a reply on one review, and the AI records each issue in the guest's own words, drafts a reply and suggests tasks and emails.
Work through Needs your OK to edit, send or dismiss each suggestion, and follow each cleaner's score and acknowledgement on the Reviews page.
What you get
- A review is matched to its reservation through your Airbnb earnings, and to the cleaning before the stay.
- When a match is uncertain, HostHive says why and leaves it for you instead of guessing.
- Each cleaning with a guest review is scored by the guest's cleanliness rating, averaged per cleaner across your homes.
- The AI keeps only quotes copied from the review, and tags each issue with a theme and a severity.
- Suggested emails and tasks wait under Needs your OK until you send, add or dismiss them.
- Emails to the same cleaner can be combined into one before you send them.
Who it's for
Owners and hosts
You see each review's scores, the reservation and cleaning it belongs to, what guests flagged and how each cleaner is doing, for one home or all of them.
Cleaning companies
When a cleaning from the last 30 days scores below 5 for cleanliness, you see the guest's cleaning comments, without their name, and acknowledge them when you sign in.
Questions hosts ask
Where do the reviews come from?
Your assistant imports a reviews CSV with a row per review: property, month, guest first name, the scores and the public text. Importing the same review again is skipped as a duplicate.
What happens when a review can't be matched?
It shows as needing a match, with the reason, so you can pick the reservation or say no reservation fits. When you import the missing Airbnb earnings, HostHive matches it for you.
Does the AI read every review?
No. Importing does not use the AI; a review is read when you press Read with AI or Suggest a reply. The exception is a newly matched review that scores a cleaning from the last 30 days below 5 for cleanliness, when that cleaning has a cleaner to tell.
Does my cleaner hear about low scores without me?
Yes, for cleanings from the last 30 days scored below 5 for cleanliness. When the review raises a cleaning or linens issue, the cleaner is emailed the cleaning's date and score without your approval, and never the guest's name. Everything else waits for your OK.
Will my cleaner see the guest's name?
No. The cleaner email leaves the guest out, the comments shown to the cleaner have the name taken out, and an edited email that names the guest is refused.