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Haven splits property contact information into two intentionally separate sections so the right details reach the right audience. Anyone browsing your listing can see the public-facing contact rows. Only booked guests see your private in-stay contacts (emergency and maintenance).
Both sections live on the Edit Listing page and are cross-linked from each other so you can jump between them in one click.
Keeping them separate protects the sensitive numbers from being scraped or shared casually, while still giving public visitors a way to reach you with pre-booking questions.
Where it shows up: the contact info box on your property page and the "Contact host" form on the listing.
Where to edit: Edit Listing → Your Site tab → Public contact info.
You can toggle each row on or off independently:
Above the row toggles is "Who receives contact form emails" — the list of email addresses that get a copy whenever a visitor submits the public contact form. Add as many recipients as you like.
Any row that is toggled on and has a value renders on your property page. Rows toggled off are hidden, even if they have a value saved — so you can keep a number on file without surfacing it publicly.
Where it shows up: the "Contacts" card in the Arrival Guide / Guest Portal for guests with a confirmed reservation. Pre-booking visitors never see these numbers.
Where to edit: Edit Listing → Arrival Guide tab → In-stay contacts.
Three contact groups are tracked:
All fields are optional, but at minimum we recommend filling in the primary property contact phone and the emergency phone. They're the most-used columns in real stays.
In the Guest Portal, in-stay contacts render as a labeled stack with tap-to-call and tap-to-email buttons on mobile. They're also pulled into the printable House Manual so a paper copy left in the property has the same numbers.
If you turn on Block sensitive arrival info until signed on the Rental Agreement section, the in-stay contacts are hidden in the portal until the guest signs the agreement — alongside WiFi, check-in steps, and door codes. See Rental Agreement & Digital Signatures for the full list of fields that gate.
Both sections are indexed in the Edit Listing search bar (the magnifying glass in the editor sidebar). Useful queries that surface the right card:
contact details — shows both Public contact info and all In-stay
contact fields.public contact, contact form, whatsapp — Public contact info.in-stay contacts, emergency contact, maintenance contact, phone number — In-stay contacts.Inside either section, a small banner at the top links straight to the other one with a one-sentence reminder of which audience it serves.
Do I have to fill in both? No, but the public-facing section is what unbooked visitors use to ask pre-booking questions, and the in-stay section is what guests rely on during their stay. Most hosts fill in both.
If I leave the public phone off, can guests still reach me? Yes — they can submit the public contact form on your listing, which emails the recipients you configured under "Who receives contact form emails". After they book, they'll also see your in-stay contacts.
Where does the contact form go? Every recipient listed under "Who receives contact form emails" gets the message. We do not store these messages in a separate inbox — they land in your email like any other inquiry.
Do my PMS integrations sync contact info? No. Both sections are Haven-only fields you control. PMS-synced fields (title, description, amenities, etc.) are clearly marked with a lock icon in the editor.
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