Haven gives you two ways to hear from guests: private feedback (never public) and testimonials (you choose what to show). This is not a review system—there are no ratings, and you control your narrative.
Private Feedback vs Testimonials
Private Feedback
- Always collected when a guest leaves feedback after their stay
- Never published — only you see it
- Helps you improve and address concerns
- Appears in your Edit Listing section under Testimonials & Feedback
Testimonials
- Optional — guests can choose to leave one when submitting feedback
- You decide which testimonials appear on your property page
- No ratings or scores — just guest stories
- You can also add testimonials from other sites (Airbnb, Google, etc.)
Why This Matters
Haven is not a marketplace. There are no public ratings or reviews that can hurt your reputation. One unhappy guest cannot ruin your listing. You choose only what you want shown on your direct booking site.
How It Works
1. Post-Stay Email
After checkout, guests receive an email asking them to leave feedback. The link takes them to your property page, where they can:
- Share private feedback (required) — notes only you see
- Optionally leave a testimonial — with the choice to hide their name
2. Priority Inbox
When a guest leaves feedback, it appears as a priority task on your host dashboard. You can:
- Read the private feedback
- See the testimonial (if they left one)
- Feature the testimonial — turn on display for your property page
- Mark as reviewed — clear it from your inbox
3. Edit Listing: Testimonials & Feedback
In your property’s Edit Listing section (under Your Site), you can:
- Select or deselect which testimonials appear on your property page
- Toggle name visibility — for guest-submitted testimonials where the guest allowed their name, you can hide it if you prefer
- Add manual testimonials — paste testimonials from Airbnb, Google, or other sites
- View private feedback — read-only list of all private feedback for this property
4. Property Page
Featured testimonials appear below the Amenities section on your property page. A "Testimonials" tab in the header lets visitors scroll to that section.
Name Visibility
- Guest chose to hide name — You cannot override this. The testimonial will show as "A guest."
- Guest allowed name — You can toggle whether to show their name on the property page.
- Host-added testimonials — You control name visibility and display name freely.
Guest Entry Points
Guests can leave feedback from:
- The post-stay email link
- The "Leave Feedback" button on past reservation details
- The "Leave Feedback" button on past reservation rows in their trips list
Importing Reviews from a PMS
If you use a PMS like Hospitable, you can import reviews from Airbnb and other platforms to feature as testimonials on your Haven property page. When the integration is connected, reviews received through your PMS are available to select and display. You still have full control over which reviews appear. See PMS Integrations Overview for setup details.
Summary
- Private feedback = For your eyes only. Use it to improve.
- Testimonials = For your property page. You choose what to show.
- No ratings = No marketplace-style reviews. You control your reputation.
- One unhappy guest = Cannot affect your public listing. Their feedback stays private unless you choose to feature a testimonial.
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