Guest CRM Overview

The Marketing tab on your Host Dashboard is where Haven turns one-time guests into repeat direct-booking customers. It brings your contact list, your campaigns, Smart offers, and the revenue they earn into one hub.

Open it from Host Dashboard → Marketing in the left sidebar, or go directly to /host?tab=guests.

What's inside Marketing

The pill bar at the top switches between these views:

View	What it does
Home	Revenue from email, bookings from email, open rate, and recent activity
Audience	Every contact you can email — import or sync past guests, save segments, pause individual contacts, and use the Marketing inbox (post-stay reviews + AI suggestions)
Campaigns	Broadcasts and Automations tabs — one-off sends with AI suggestions, automations that run on a trigger, and the visual editors. Booking mail lives on Communication → Booking messages
Forms	A first-visit popup to capture emails, plus every Form section already on a property or group page. Click a page form to set Guest vs Owner and tags; answers land on the contact’s Details tab (including a community you own). See Marketing Forms
Ads	One Click Ads (when enabled on your account)
Creative	Generate images, carousels, and reels from your listing photos
Library	Your file library — generated posts, uploads, logos, and photos
Tracking	Google Tag Manager, GA4, and Meta Pixel per site

Legacy URLs like /host?tab=emails redirect into this same Marketing hub.

What lives on the Audience view

Feature	What it does
Contact table	Every contact from Haven bookings, guidebook sign-ins, PMS sync, CSV import, or manual add. Email is pinned as the first column; first name, last name, phone, and past guest follow. Email Marketing and SMS Marketing sit at the end — the (i) on each header explains the badge
Email Marketing	The consent Haven has to email this contact — subscribed, past guest, awaiting confirmation, reservation-only, or unsubscribed. You can ask for consent from the badge when it would change something
SMS Marketing	Whether they opted in to SMS on a Haven account. Subscribed or Not opted in when an account matches this email; empty when no account is linked, which is not an opt-out
Past stays	View stays opens a contact's stay ledger — property, dates, nights, revenue, lifetime value — alongside your private notes
Pause	Stops all marketing email for one contact and drops the row to the bottom. Booking messages keep sending. Host-wide and per-property pauses are separate controls
Segments	Saved audiences shown as pills above the table. Each has a name and optional description, and is built from either the current filtered view or a fixed set of contacts you picked
Import contacts	Upload a spreadsheet (email, name, phone, and stay-date columns) or a Mailchimp audience export. The same email never creates a second contact — Haven merges the richer name, phone, tags, and the more recent stay. Spreadsheet imports never mark people as subscribed. A Mailchimp ZIP or CSV keeps email and SMS subscribed / unsubscribed / cleaned status separately. See Import Mailchimp Contacts.
Export	Download your full contact list as a Mailchimp-ready CSV
Sync from past reservations	Pull every past Haven guest into the CRM with one click
Sync from integration	Import contacts from a connected PMS
Contact profile	Opens on Details (email, name, phone with copy, marketing preferences, and how they were added). Plan (past, scheduled, and projected emails), Offer (stay dates), Activity (email history), and Stays follow

How the Guest CRM drives bookings

Haven runs a mix of scheduled win-back emails and Smart offers that react to gaps, price drops, local events, and property updates. Core win-back emails include:

Email	When it sends
Same stay next year	1 day after checkout
Come back soon	90 days after checkout
Anniversary lock-in	~11 months after checkout

AI campaigns (gap-fill, price-drop, seasonal nudge, local events, property updates) send when Haven spots a relevant opportunity. Imported guests also receive a one-time introduction email when you add them to the CRM.

Guardrails:

• Yearly send caps depend on engagement tier (highly engaged guests can receive up to 6 win-back emails per property per year; medium up to 3; low up to 1)
• Never sent if the guest already has a future reservation with you
• Never sent if win-back is toggled OFF for that guest or property
• A discount is optional and set on the email itself — add a discount block in the editor if that send should include a code. The same code goes to every recipient of that email.

For the full mechanics — CSV import, guest review queue, campaign catalog, deliverability rules, and the Marketing inbox — see Smart Offers.

How Marketing relates to other tabs

• Campaigns view — Broadcasts and Automations control which marketing messages go out and when. Stay mail lives on Communication → Booking messages. See Marketing Hub Overview.
• Forms view — first-visit popup capture and every Form section on your property and group pages. See Marketing Forms.
• Email templates — wording, styling, merge variables, and account-wide email theme. See Email Templates & Customization.
• Stats — the Stats subtab under Payouts shows revenue your Guest CRM has driven across your portfolio.
• Loyalty Points — a separate opt-in program under Grow your brand → Loyalty Points. Guests earn points on direct bookings and spend them as a discount on a future stay. See Loyalty Points.
• 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 Marketing (/host?tab=guests).
2. On Audience, click Sync from past reservations to pull every past Haven guest into the CRM.
3. (Optional) Click Import contacts to upload a spreadsheet, or choose Mailchimp export for a Mailchimp audience ZIP.
4. Review the table. For imported contacts, set the last stay date so Haven knows when to schedule emails.
5. Pause any contact you'd rather not email; everyone else stays active.
6. Open Campaigns → Automations and confirm Rebooking and Imported guest introduction are on. Use the automation editor to adjust timing or add custom emails.

That's the full setup — Haven handles scheduling and sending from there. Add a discount block on a win-back email if you want that send to include a code.

Related Articles

• Loyalty Points — host-funded points guests earn on direct bookings and redeem at checkout
• Import Mailchimp Contacts — bring a Mailchimp audience export into Audience
• Block a Guest — stop a specific guest from booking any of your properties again
• Smart Offers — full deep-dive on win-back, suggestions, and the Marketing inbox
• Marketing Hub Overview — Home, Audience, Campaigns, Forms, automation editor, and broadcasts
• Marketing Forms — first-visit popup and page forms
• Email Templates & Customization
• Host Dashboard Overview
• Managing Bookings