Private notes These won’t be shown to guests

[Inga191]

Hello everyone!!

I use the Airbnb App to accept and communicate with guests.  I post guest reviews and yesterday I posted on Private notes - These wont't be shown to guests"   I assumed  that meant they were not to be shared with the guest but for internal viewing only. 

I clicked on:

"Private notes

These won’t be shown to guests"

To my surprise the guest came back with a comment on my private note! 

1. How did this happen?  

2. How can I view my private note regarding this particular guest?

3. How do I prevent this from happening again?

[Colleen253]

@Inga191 That’s concerning. It doesn’t sound like you were, but are you positive you weren’t mixing up “private feedback” in the review section with the ‘private notes’?

To see private notes in the app, I search up the conversation with the guest in my inbox then click ‘details’ and scroll down. 

[Inga191]

I filled it in when I left the guest review.

There was an option for private notes that stated guests will not see.  That was where I misunderstood.

All other guests will not see I guess.  And this is a private note to the past guest :/.

I listed points as an internal message,  not knowing she would see them and that I was aware of the poor behavior and the damages resulting possibly from  over zealous consumption of alcohol and arguments with her spouse.

[Colleen253]

@Inga191 Well, at least this is a guest you wouldn't wish to host again anyway. Perhaps they will be remorseful for their ill behavior.

[Sarah977 · Accepted solution]

@Inga191  Private feedback when you go to do the review means that you are sending it to the guest, and not making it part of the public review. But if it was the section that says it won't be shown to guests, that sounds like a glitch. Are you sure you didn't get those sections mixed up?

This feature is used usually to either thank the guest for booking with you, or to mention something you think they should be aware of, but that you didn't want to put in the public review, either because it could be embarrassing to them or you feel that they simply didn't know but are the kind of guests who would take it onboard the next time they book an Airbnb.

For instance, if you had an 18 year old guest who was very nice and polite, communicated well, and left the place clean, except for a pile of dirty dishes, you might want to not make it sound in the public review like they left the place dirty and feel they just didn't realize that wasn't okay- they are young and hopefully open to learning what is acceptable. You might send them private feedback like "Hi XX. It was obvious that you spent time tidying up before leaving, which I really appreciate. So I guess you just assumed that it's okay to leave dirty dishes for the host to wash. I wanted to let you know that many hosts would give you a bad review for that- guests are expected to wash the dishes they dirtied. A coffee cup and a cereal bowl is no big deal, but a pile of last night's greasy dinner dishes is. As this was your first Airbnb stay, I thought it best to just let you know privately, for the next time, as otherwise, you were a great guest."

A guest once left me a nice 5* review, but menntioned in private feedback that there was a lot of cat hair on the patio cushions. I really appreciated that she hadn't put that in the public review, as the cat was a stray that had decided quite recently that she lived here, and I really hadn't noticed the cat hair. So now I make sure to vacuum those cushions.

[Colleen253]

@Sarah977 But there is a field which is completely private, only seen by the you, where you can leave notes about a stay. I have done this with some past guests when I wish to remember particular details about them or their stay. NO ONE else sees those notes 

[Colleen253]

 

[Sarah977]

@Colleen253  Yes, I know. I'm wondering if the OP got the private feedback and private notes sections mixed up. 

But there is something else strange on @Inga191 's profile, so maybe her whole account is glitchy. She has several listings, some say New, but some don't. Yet her profile shows 0 reviews.

[Colleen253]

@Sarah977 That’s what I was wondering too. This platform is so glitchy, it’s sheer insanity. Now I’m afraid to use this feature. 

[Inga191]

Do tell!  I am thinking I have been hacked or compromised in some way as well.  What looks off on my listing or profile?  I am finding funny things on my hosts site and emails. 

[Inga191]

What is an OP?  I admit that my tech savvy experience and knowledge is limited.  And now I am receiving call backs from people saying that they missed a call from our bell land line.  4 calls today.  I did have fun with a duct cleaning guy that sounded like he was in a call center in India.  I kept saying hello every few seconds.  He kept giving his all.  He was not happy with me at all and hung up after a rapid fire of swear words. 

[Colleen253]

@Inga191 You can check your Airbnb activity log if you suspect your account has been hacked. The platform is not very secure, so it's a good idea to change your password and check your account and settings regularly. OP = original poster (you).

[Emilia42]

@Sarah977 That's because she is the co-host. The reviews aren't tied to her profile.

[Inga191]

I just switched to a new mobile device.  I wonder if that may be the issue?

[Inga191]

How do I remedy this.  I have logged in using my password and sign in.  And updated the app.  It gives me the option on hosting and I clicked on it.