Guest Feedback and Testimonials

Haven gives you two ways to hear from guests: private feedback (never public) and testimonials (you choose what to show). This is not a marketplace review board — there is no public rating that can ding you, and you control what appears on your site. See Your property, your rules.

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 property. 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: Reviews & Testimonials

In Edit Listing → Your Site → Reviews & Testimonials you pick the public mode and then set each review:

Property-level toggle — Show all reviews

Mode	Label in the editor	What guests see
Off (default)	Only showing featured reviews	Only reviews you mark Featured.
On	Showing all reviews	Featured reviews at the top; guests can browse the rest in All Reviews.

Per review — Featured, In All, or Hidden

Featured — shown as a testimonial on the listing.
In All — only when Show all reviews is on: visible inside the All Reviews view, not featured at the top.
Hidden — never shown, even if Show all reviews is on. Use this to keep a review off the site while still showing everything else.

You can also:

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. Feature a few, show all, or show all and hide select reviews.
No marketplace ratings = A guest cannot force a public score onto your Haven site.
One unhappy guest = Cannot affect your public property. Their private feedback stays private unless you choose to feature a testimonial.