Frequently Asked Questions

Haven is a direct-booking operating system for hosts and property managers. We're not a website builder or a channel manager—we're a revenue and experience layer that helps you:

• Shift fees from platforms to you—keep the margin instead of paying 12-15% to OTAs
• Deliver a premium branded experience that turns guests into repeat customers
• Own your guest relationships—real contact info, not platform relays
• Real damage protection with up to $50,000 coverage through Truvi

No! Haven is designed to work alongside Airbnb, Vrbo, and your existing PMS. Your calendars sync automatically so you never double-book.

The idea is simple: when guests want to return, share your Haven link. They save on fees, you keep more revenue, and you own the relationship.

Haven is for hosts and property managers who want to build a direct booking business without abandoning their existing tools. Whether you have one property or dozens, Haven works alongside what you already use.

The Haven Guest App is a native mobile app combined with an AI-powered chat assistant that gives guests instant access to everything they need—before, during, and after their stay.

Guests can ask about WiFi passwords, check-in instructions, local recommendations, and more. The AI learns from your answers, so the more you respond, the smarter it gets—and the fewer questions you have to answer personally.

When a guest asks something the AI doesn't know, you'll be notified. Answer once, and the AI remembers—future guests get instant responses without bothering you.

Over time, the system becomes your expert assistant, handling the routine so you can focus on exceptional hospitality.

• Ask questions: WiFi, check-in, appliances, local tips
• View trip details: All booking info in one place
• Message you directly: In-app messaging when needed
• Get notifications: Booking updates, check-in reminders

Screen & Protect, powered by Truvi, provides guest screening and up to $50,000 in damage coverage per booking. For a flat rate of $30 per booking, you get peace of mind without the premium pricing.

When a guest requests a booking, Truvi automatically screens them. Based on the results, guests are:

• Auto-approved: Low-risk guests book instantly
• Flagged for review: You decide on borderline cases
• Auto-rejected: High-risk guests are blocked before problems start

If a screened guest causes damage, you're covered for up to $50,000. Document the damage, submit through Truvi, and get resolution without the runaround.

Haven works with all major PMS platforms through calendar sync:

• Direct integrations: Guesty, Hostaway, OwnerRez, Hospitable, Hostfully, Lodgify
• iCal sync: Airbnb, Vrbo, Google Calendar, and any iCal-compatible system

No need to abandon your existing tools—Haven is a revenue layer, not a replacement.

Haven offers two-way calendar sync. Import your existing calendars, export Haven's calendar back, and availability stays in sync automatically across all platforms.

Haven offers two plans:

• Essentials: Lower monthly cost, small service fee passed to guests
• Pro: Higher monthly cost, zero service fees for guests

Both plans include Stripe's standard 2.9% payment processing fee. Visit our pricing page for details.

Payments are processed securely through Stripe, accepting all major credit cards, Apple Pay, Google Pay, and PayPal. Funds deposit directly into your bank account—no intermediary holding your money.

Yes! Haven supports both:

• Instant Booking: Guests book and pay immediately
• Request-to-Book: You approve guests before payment

Unlike Airbnb, there's no penalty for declining requests and no impact on your visibility.

You set your own cancellation policy—strict, moderate, or flexible—and refunds are processed automatically based on your rules. You're in control, not the platform.

Yes! Unlike OTAs that hide guest info behind relay addresses, Haven gives you real email addresses and phone numbers—so you can build lasting relationships and drive repeat bookings.

Guests can message you through the Haven app or via email. All communications go directly to you—no platform middleman filtering or delaying your messages.

Most hosts set up their Haven site in under 10 minutes. Our setup wizard guides you through everything, and you can preview before going live—no credit card required.

For $295 per property, our team handles your complete setup:

• Website setup and customization
• Calendar sync configuration
• Payment processing setup
• Personalized training session

We offer US-based support via email, in-app chat, and our help center. Free setup assistance is available for all users.

Our support team is here to help. Reach out and we'll get back to you quickly.

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