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A guest form is a page in your guidebook that asks instead of tells. Build it once in Communication → Guest forms → Library, apply it to one property, a multi-unit site, or everything you own, and every answer lands in the Inbox next to it. On each property the form appears as a custom page — guests answer from Quick info, by scanning its QR code on a printed or acrylic sign, or from an optional pre-stay email.
Three kinds:
Answering with a known email (via the guidebook gate or their reservation) adds the guest to your CRM as an email-marketing contact — never SMS.
Haven does not add a poll or preference form to your guidebook (or to booking emails) unless you create one. A leftover "Anything you need for your stay?" form from an older default may still appear in Communication → Guest forms — it is marked Retired and guests no longer see it. Archive it, or duplicate it if you want that ask back.
If you add a form, pick which one a direct guidebook message can offer
under Edit Listing → Arrival → Guidebook access → Add check-in form
or survey. You can also rewrite the two auto-sent messages there (at
booking, and before check-in). Tokens like {guest_form_link} and
{guidebook_link} fill in per stay; a stay that has no form simply drops
that line. OTA / Airbnb / Vrbo guests never receive a form in the booking
thread unless you turn on Email it before check-in on that form.
{guest_form_link} into any email or broadcast — it
resolves to the stay's pending form on direct bookings, and on OTA stays
only when this switch is on. Next to it, Remind them if it's still
unfinished sends a follow-up to guests who haven't finished the form —
see Chasing an unfinished form.Editing the library form updates every guidebook it's on. Until every question and option has a label, the form stays hidden from guests.
A follow-up is a question a guest only sees after a certain answer. Ask "Do you need an airport transfer?" and, for guests who pick Yes, ask for the flight number and landing time. Everyone else never sees those questions.
A Required follow-up is only required of the guests who are asked it. If a guest changes the answer that triggered it, the follow-up disappears and whatever they typed into it is not saved. Moving a follow-up above the question it depends on, or deleting that question or the triggering answer, removes the rule, and the question is then asked of everyone.
A form holds up to 20 questions, follow-ups included. The Arrival details starter comes with the airport transfer example already built.
Every reservation shows where its guest stands on your forms. In the reservation side sheet, the Guest forms row says how many forms are answered and how many are still waiting on the guest, and opens their answers. In Communication → Inbox, the same answers open from the Forms button at the top of a stay's conversation and from the clipboard count on the stay's row in the list, and each answered form also appears in the conversation at the moment the guest sent it — select it to read what they said.
A form counts as finished once the guest has answered every required question that applies to them. Until then it shows as:
Forms offered before the stay, and forms you email or send reminders for, show as waiting from the moment the stay is booked. A during-stay poll appears on the reservation once the guest answers it.
To follow up automatically, open the form in Communication → Guest forms → Library, turn on Remind them if it's still unfinished, and choose how many days before check-in. On that day Haven emails a reminder with a button straight to the form — but only to guests who haven't finished it. Guests who finished hear nothing, each stay is reminded once per form, and the reminder never goes out before, or within a day of, the form's first email. The reservation shows the date the reminder is due and when it was sent.
Edit the reminder's wording, or turn it off for your whole account, under Communication → Message automations → Guest form — reminder. You can also switch on a text or booking-thread message there; that is how the reminder reaches Airbnb, Vrbo and other PMS guests who have no email address Haven can write to.
Any answer can be played back to the guest. Under a question, choose Save
the answer as a shortcode and give it a name, such as
arrival_flight_number. After you save the form, {arrival_flight_number}
works in every email, text, custom automation, inbox message and guidebook
text, and fills in with what that reservation's guest answered — their
exact words, so there is no copy-and-paste step to get wrong.
The Arrival details template comes with two of these already, on the
flight questions it asks guests who want an airport transfer:
{arrival_flight_number} and {arrival_flight_time}.
To confirm details a few days before arrival, add a custom automation under Communication → Message automations timed before check-in, and write, for example: "We have you on flight {arrival_flight_number}, landing at {arrival_flight_time}. Reply if anything has changed."
If a guest has not answered, the shortcode is blank or shows the fallback you set. Your saved shortcodes are listed under Settings → Shortcodes → Guest answers. Full details: Shortcodes.
Polls don't have their own contact-capture settings. They follow the guidebook's access setting (Arrival guide → Guidebook access):
Guests with a reservation are recognised automatically, so their responses are tied to their stay.
Results live in Communication → Guest forms → Inbox:
You also get an email for each new response (toggle per poll) and an inbox card on your Overview when a poll has responses you haven't seen. Opening the results marks them seen.
Where do a guest's answers show up? On the reservation — the Guest forms row in the reservation side sheet opens them — in that stay's conversation in Communication → Inbox, and in Guest forms → Inbox. The guidebook AI assistant also uses them privately when that guest chats about their stay.
Can I ask a question only if the guest answers a certain way? Yes. Use Add a follow-up question under the question it depends on (see Follow-up questions).
Can Haven chase guests who haven't filled a form in? Yes. Turn on Remind them if it's still unfinished on the form and pick how many days before check-in (see Chasing an unfinished form).
Can I put a guest's answer into an email to them? Yes. Save the question's answer as a shortcode (see above) and insert it like any other shortcode.
Can guests vote twice? No. Each guest (by reservation, gate email, device, or account) has exactly one response per poll. If you allow it, they can change their answers, which updates the same response.
What happens if I rename or delete an option? Renaming keeps its votes. Deleting an option drops those votes from the tally.
Can I use a form on my other properties? Yes — it's a library item. Open it in Communication → Guest forms → Library and tick the sites (or "Use on all sites"). Responses stay per property in the Inbox.
Does the guest AI assistant know about my poll? Yes. It can tell guests a poll exists and where to vote; it never reveals results.
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