They’re perfect for sharing context with teammates, documenting phone calls, recording actions taken, or leaving reminders, helping everyone stay aligned and preventing duplicate work.
Important: Internal Notes are only visible to your team. They are never sent to the guest.
Why Use Internal Notes?
Property management often involves multiple team members working on the same conversation. Without internal communication, it’s easy to:
Respond to the same guest twice
Forget that someone already called the guest
Lose important context when shifts change
Miss follow-up items
Duplicate maintenance or housekeeping requests
Internal Notes provide a simple way to keep everyone informed.
Common Uses
Phone Call Summary
A guest messages that the Wi-Fi isn’t working.
Instead of replying in the thread, a team member calls the guest, walks them through reconnecting, and resolves the issue.
Example Note:
Called the guest at 2:15 PM. Walked them through reconnecting to the Wi-Fi. Issue resolved. No further action needed.
Maintenance Update
A guest reports that the dishwasher isn’t working.
Example Note:
Maintenance has been scheduled for tomorrow morning. Waiting for technician confirmation before updating the guest.
Housekeeping Communication
Example Note:
Housekeeping delivered extra towels at 4:30 PM.
Team Handoff
Example Note:
The guest requested a late checkout. Waiting for housekeeping confirmation before responding.
Escalation
Example Note:
The guest is becoming frustrated. Please have a manager handle any future communication.
Reservation Research
Example Note:
Verified reservation details with the PMS. Everything matches.
Owner Communication
Example Note:
The owner approved a one-night refund if the plumbing issue cannot be fixed today.
Vendor Coordination
Example Note:
Locksmith is expected between 1:00–3:00 PM. Hold off on responding until arrival is confirmed.
How to Add an Internal Note
Adding a note only takes a few seconds.
Open the guest conversation in Messages.
Scroll to the Reply box.
Click the Note icon.
Enter your note in the pop-up window.
Click Save.
The note is immediately added to the conversation for your team to see.
What Guests See
Guests do not receive Internal Notes.
Internal Notes:
Are not sent by SMS, email, Airbnb, or any other messaging channel.
Are only visible to RueBaRue users with access to the conversation.
Help your team collaborate behind the scenes while keeping guest communication clean and professional.
Best Practices
To make Internal Notes as helpful as possible:
Keep notes short and specific.
Record important phone calls and conversations.
Document actions that have already been taken.
Leave reminders for teammates when follow-up is needed.
Include names or departments when appropriate.
Update the note if circumstances change.
Tips
Good Internal Notes
“Called guest. AC reset successfully. No reply needed.”
“Owner approved complimentary late checkout until 12 PM.”
“Waiting for maintenance photos before responding.”
“Housekeeping was notified and is on the way.”
“Guest prefers text messages over phone calls.”
“Issue resolved by maintenance at 5:10 PM.”
Avoid
Long conversations better suited for your team chat.
Sensitive information that doesn’t belong in the reservation record.
Information intended for the guest (send a normal reply instead).
Benefits
Using Internal Notes helps your team:
Reduce duplicate responses
Improve communication between team members
Keep a history of actions taken
Speed up shift handoffs
Provide better, more consistent guest service
Resolve issues faster with complete context
Internal Notes turn every guest conversation into a shared workspace, ensuring everyone on your team knows what’s already been done, what still needs attention, and who is handling the next step.