Guest texting number
Guests text. With the guest texting number on, a booked guest sees Haven's number as the way to text or WhatsApp you. When they write to it, Haven matches their phone number to their reservation, and the message is handled exactly as if they had written from their guest portal: it lands on that stay's thread in Communication → Inbox, it is copied into the booking thread of your connected PMS, you get your usual new-message alerts, and your AI assistant answers when AI replies are on. The reply goes back to the guest on the channel they used.
When to use
- Your guests text you about their stay, and you want those texts in one inbox with your other guest messages rather than on your own phone.
- You use AI replies and want guests who text to be answered the same way as guests who write in their booking thread or guest portal.
How it turns on
- The first time you choose Draft for approval or Send automatically for AI replies on any PMS (see AI replies to OTA guests), the confirmation says that it also turns on the guest texting number. Confirming turns it on.
- To turn it on or off yourself, open Settings → Account & Profile → Account → Business info and use Guest texting number.
Once you have turned it off, choosing an AI reply mode never turns it back on.
Where guests see it
Only a booked guest sees it: the guest who made the reservation, on a stay that is current or upcoming.
- The Contact card in their guest portal, as Text and WhatsApp rows under your own contact details.
- The host section of their reservation in My Stay.
- The Property contact block of their arrival emails.
- Your AI assistant, when a booked guest asks how to text you.
Your public listing pages and your site keep your own number, because a text from someone with no booking cannot be matched to you. The Call button and your Phone row always dial your own phone. Haven's number takes texts only, not calls.
How a text finds the reservation
Haven matches the phone number the guest texts from against the numbers on their stays: the number they confirmed in their guest portal or at booking, the number your PMS or booking channel sent, and the number on their Haven account and on your contact for them. If they have more than one stay, the text goes to the one in progress, then one checking out today, then the soonest upcoming stay. A guest who replies to a text Haven sent them after checkout still reaches that stay's thread.
If two stays are equally likely (for example, two bookings starting the same day under the same phone number), Haven does not guess, and the text is not attached to either.
Key details
- A guest who texted STOP is never messaged.
- WhatsApp replies go back to the number the guest wrote from for 24 hours after their last WhatsApp message, as WhatsApp allows. After that, a WhatsApp message reaches them only if they agreed to WhatsApp from you.
- AI replies follow the same rules as everywhere else: your mode for that PMS, the AI replies switch, the listing's own setting, and the thread's pause. See AI replies to OTA guests.
- A text from a phone number Haven cannot match to any stay is not delivered to you, so a guest who changed phones should message you from their guest portal.
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