Guest CRM Overview

The Guest CRM tab on your Host Dashboard is where Haven turns one-time guests into repeat direct-booking customers. It is the home for everything related to past guests: who has stayed with you, what retargeting emails Haven has sent or has scheduled, and the controls to fine-tune outreach.

The tab is reachable from:

• Host Dashboard → Guest CRM in the left sidebar, or
• The direct URL /host?tab=guests.

What lives on the Guest CRM tab

Feature	What it does
Guest list	Every guest who has stayed with you or been imported, with rebook count, emails sent, scheduled, and discount
Retargeting controls	Per-guest auto-invite toggle, per-guest discount percentage, bulk toggles
Last stay dates	Set manually for imported guests; auto-filled from Haven bookings
Import guests	Upload a CSV (e.g. Airbnb history) so Haven can invite those guests back
Sync from past reservations	Pull all guests from your Haven booking history into the loyalty list with one click
Retargeting inbox (admins)	Review post-stay "How was this guest?" responses
Properties for retargeting	Associate or remove specific properties from each guest's retargeting plan

How the Guest CRM drives bookings

Haven schedules up to three retargeting emails per guest per property, each with a one-time discount code:

Email	When it sends	Default discount
Same stay next year	1 day after checkout	10%
Come back soon	90 days after checkout	10%
Annual reminder	~11 months after checkout	10%

Guardrails:

• Max 2 retargeting emails per guest per property per year
• Never sent if the guest already has a future reservation with you
• Never sent if retargeting is toggled OFF for that guest
• Each discount code is one-time use and expires after 14 days

For the full mechanics — CSV import format, AI column detection, per-guest discount, bulk actions, safety limits, and the post-stay "How was this guest?" email — see Smart Guest Retargeting.

How the Guest CRM relates to other tabs

• Emails tab — controls which emails go out and when. The retargeting cadence above is configured there. See Email Center Overview.
• Email templates — the wording and styling of each retargeting email. See Email Templates & Customization.
• Stats — the Stats subtab under Payouts & Accounting shows the revenue your Guest CRM has driven across your portfolio.
• Damage Protection — the post-stay flow (rate the guest, report damage) shares the same checkout trigger as the loyalty post-stay email.

Getting started

1. Open Guest CRM (/host?tab=guests).
2. Click Sync from past reservations to pull every past Haven guest into the loyalty list.
3. (Optional) Click Import guests to upload a CSV from another platform so Haven can invite those guests back too.
4. Review the guest list. For any imported guest, set the last stay date so Haven knows when to schedule emails.
5. Leave Auto-invite ON for guests you'd welcome back; toggle OFF for any you'd rather not invite.
6. Open the Emails tab and confirm the three retargeting emails are enabled with the cadence and discount you want.

That's the full setup — Haven handles the scheduling, sending, and discount codes from there.

Related Articles

• Smart Guest Retargeting — full deep-dive on the retargeting feature
• Email Center Overview
• Email Templates & Customization
• Host Dashboard Overview
• Managing Bookings