Guest Communication

Effective communication with guests is key to providing excellent hospitality and ensuring smooth stays.

Communication Channels

Haven gives guests two ways to reach you and get information about their stay:

• The Guest Portal — Haven's mobile-first guest app. Every confirmed booking gets a secure access link by email. The portal includes a property-aware AI chat for instant answers (Wi-Fi, checkout time, local recommendations) and an escalation path to message the host directly. There is no App Store download — guests install the portal to their iOS/Android home screen with one tap.
• Email messaging — Send messages to guests via email through Haven. Guests can reply directly to the email.
• Automated messages — Pre-configured messages sent automatically (booking confirmation, check-in reminders, checkout reminders, rental agreement reminders).

Sending Messages

Email Messages

1. Open booking - Navigate to the booking details
2. Click "Message Guest" - Open the message form
3. Compose message - Write your message
4. Send - Message is sent to the guest's email address

Note: Messages are sent via email. Guests can reply directly to the email to respond to you.

Email Templates

Use pre-configured templates for common messages:

• Check-in instructions
• House rules
• Payment confirmations
• Thank you messages

Automated Messages

Set up automated messages that send automatically:

Welcome Messages

• Sent when booking is confirmed
• Welcome guest and provide initial information
• Set expectations

Check-in Reminders

• Sent before check-in date
• Remind guests of check-in time
• Provide access instructions

Checkout Reminders

• Sent before checkout
• Remind guests of checkout time
• Provide checkout instructions

Rental Agreement Reminders

When a property requires a digital rental agreement, Haven nudges guests to sign it before arrival:

• A pre-arrival reminder email is queued for any booking that has not yet signed.
• From the host reservation drawer or the standalone reservation page, the Rental Agreement card has a Send reminder button you can press at any time to manually re-send the prompt.
• Once the guest signs in their guide, the reminder stops and the signed PDF becomes available to download from the same card.

Communication Best Practices

Be Prompt

• Respond to messages quickly
• Aim for same-day responses
• Set expectations for response times

Be Clear

• Use clear, simple language
• Provide specific instructions
• Include all necessary information

Be Helpful

• Answer questions thoroughly
• Provide local recommendations
• Offer assistance when needed

Be Professional

• Maintain a friendly, professional tone
• Keep communications respectful
• Document important conversations

Message Templates

Check-in Instructions Template

Hi [Guest Name],

Thank you for booking with us! Here are your check-in instructions:

Check-in time: [TIME]
Check-in location: [LOCATION]

[Additional instructions]

We look forward to hosting you!

Best regards,
[Your name]

House Rules Template

Hi [Guest Name],

Thank you for booking with us! Please review our house rules:

[House rules content]

We appreciate your cooperation and look forward to hosting you!

Best regards,
[Your name]

Handling Guest Questions

Common Questions

• Check-in/checkout times
• Property access
• Amenities and features
• Local recommendations
• Special requests

Response Tips

• Answer completely
• Provide helpful information
• Be patient and understanding
• Follow up if needed

Related Articles

• Guest Portal (Mobile Guest App)
• Managing Bookings
• Rental Agreement & Digital Signatures