Reward the guests who already love the stay

Whoever runs the program pays, never Haven and never an owner who did not offer it. It depends on how your account is set up. (1) A single account paid to your own Stripe: the reward is a pre-tax discount, so that booking simply pays out less, like a discount code. (2) An agency in agency mode that extends its program to connected client accounts: on a $100 stay where the guest redeems $20, the guest pays $80 to the client, and Haven charges the agency’s card $20 and transfers it to the client — the client receives $100. (3) One account with owners added as team members and paid to their own Stripe: the same top-up, charged to the account owner’s card (you can switch that off so the reward comes out of that owner’s payout instead).

Yes. In agency mode, open Grow your brand → Loyalty & referrals and turn on “Across your clients.” Guests earn your points at every connected client’s listings and spend them anywhere in your portfolio, shown under your agency name. You need a card on file, because Haven charges it for rewards redeemed at client listings and pays each client in full. While it is on, you run loyalty for everyone: no client has a program of their own, though a client can still take their listings out. Set it to your listings only and you choose whether clients may run their own.

Yes. The Loyalty & referrals tab has Export rewards data with two downloads. Members and balances is one row per guest, ready to import into another loyalty system: a member ID, first and last name, email, phone, points balance and its value, pending points with the date they become spendable, lifetime earned and redeemed, and your rates. Points ledger is the full history behind every balance. It’s your data — export it any time, including before you move the program elsewhere.

Yes, automatically. Once your program is on, guests get a “points are ready” email two days after a stay, then a reminder every 90 days while they hold points and have nothing booked. Each email shows their balance, its dollar value, and the stays where they can spend it, linked on your own site. You can turn any of them off, rewrite them in the email editor, and see how many bookings followed. They only go to guests who have not unsubscribed from your marketing email.

Only if you choose. Points never expire by default. You can set a balance to expire after 12, 18, or 24 months without a stay, and any new booking keeps the whole balance and restarts the clock. Guests are emailed about 30 days before and again in the last week with the exact date, and points only expire for a guest one of those emails actually reached. Rules on expiring stored value vary by place, so check what applies where you operate.

A per-host rewards balance. Guests earn points on confirmed direct bookings at your properties and redeem them as a pre-tax discount on a future stay with you. You opt in, you set the rates, and you fund the discount — the same way you fund a discount code.

No. Only confirmed bookings through your Haven site earn points. That is intentional: the program is a reason to book direct next time, not a subsidy for an OTA stay.

No. Balances are scoped to the program. Points earned at your listings are spendable only at your listings, including every property on your account — and, for an agency that extends its program, every connected client’s listings.

They grant as pending when the booking is paid and vest after the stay’s checkout date. Cancelled stays reverse both pending earn and unused redemptions.

Yes. The program is off until you enable it on Grow your brand → Loyalty & referrals. If you turn it off later, guests still see existing balances but cannot redeem until you turn it back on.

Yes. You control points earned per dollar, points per $1 of discount, and a max redemption percent. New bookings use the new rates; already-priced stays keep the rates they were booked at.

In the current version, yes — a guest can use points and a code on the same booking. A redemption is still capped at your max-redemption percent of the subtotal.

You do, as a pre-tax reduction of the stay — the same economics as a discount code. Haven does not fund the points and does not take a cut of the redemption.