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Loyalty points give guests a reason to book with you again instead of starting over on an OTA. They earn points on every direct Haven booking at any of your properties, then spend them as a pre-tax discount on a future stay — funded by your account, like a discount code, not by Haven.
The program is opt-in and account-wide. Turn it on once; points earned at one listing are spendable at any of your other listings. If some of your listings pay out to a teammate, your account still funds the reward by default, so the teammate is paid the full price.
Open it from Host Dashboard → Grow your brand → Loyalty & referrals, or go directly to /host?tab=loyalty-points.
| Moment | What the guest sees |
|---|---|
| After they book | The reservation page shows how many points this stay will earn, available after checkout |
On /trips | A Your rewards section lists their balance with each host, a dollar equivalent, any pending points, and a Book again link. With guest referrals on, a Share & earn button opens their personal link. On a phone the same section sits at the top of the Trips tab |
| In your guidebook | A signed-in guest's profile card shows their points with you as a gold pill, and the profile sheet shows the balance, its value, and a link to Your rewards |
| On Haven's stays search | The first chip under the search bar is theirs. A guest with points sees a gold Use your 12,400 points chip; tapping it lists the stays where those points work. A signed-in guest with none yet sees Earn points, which lists stays whose hosts run a rewards program. A signed-out visitor sees a greyed Sign in for points. Their total also shows under their email in Haven's account menu |
| In your site's menu | A signed-in guest sees their photo and name at the top of the menu, and under it their points with you: the whole balance, what it is worth, and how much of a stay here points can cover |
| A rewards pop-up | The first time a signed-in guest with points to spend lands on one of your sites, a pop-up greets them with their balance and what it is worth. See The rewards pop-up |
| On your property page | The booking card shows a signed-in guest their balance and its value ("You have 12,400 points, worth $124"), and that points come off at checkout, up to that listing's cap |
At checkout (/book/...) | A gold card above the price shows what they are saving, their whole balance, how many points this stay uses and how many they keep, and what the stay will earn. The discount is the Loyalty reward line in the price. The same card shows when a guest requests to book. The guest can remove the points and re-apply them. On a phone, the line saying how many points the stay will earn stays pinned to the top of the screen while they fill in the booking form |
| After checkout (stay ends) | Pending points vest and become spendable |
| Two days later | A Points are ready email with their balance, what it is worth, and the stays where they can spend it |
Points belong to one program, not to Haven. A guest who stays with you cannot spend those points at someone else's property. A partner's program is the exception by design: it spans the partner's own listings and every connected client that shares (see Partners).
A guest only sees their points while signed in to Haven. On a custom domain the Haven sign-in does not carry over to the page, so the menu, the pop-up and the booking card show nothing there; the points are still applied at checkout, which always runs on Haven.
Guests who browse stays on Haven itself (bookwithhaven.com/stays) see their points there too, so a returning guest is steered back to you.
Once your program is on, a signed-in guest who has points to spend is greeted on your sites with a pop-up: how many points they hold, what they are worth off their next stay, and how much of a stay points can cover at that listing. One button opens the dates.
If a partner runs the rewards program for your listings, the partner decides whether the pop-up shows.
Nothing extra. Loyalty Points is part of the Haven subscription, not an add-on: every plan includes the whole package, and you can use all of Haven's features or just one of them for the same price. There is no per-guest, per-redemption, or percentage fee. The only cost is the reward itself, which comes out of the booking as a pre-tax discount your account funds, exactly like a discount code.
Already have your own direct booking website? You do not need to build a Haven site to run the program. Embed the Haven booking widget on your existing site, or point your Book now button at your Haven booking page. Bookings that complete through Haven checkout earn and redeem points; your marketing site stays exactly as it is.
/host?tab=loyalty-points).Until you turn it on, guests do not earn or redeem points with you. If you later turn it off, existing balances stay visible on /trips but cannot be spent until you turn it back on.
You set three numbers. Changes apply to new bookings only — a stay that already priced keeps the rates it was charged at.
| Setting | Default | Range | Meaning |
|---|---|---|---|
| Points earned per $1 | 5 | 1–50 | Points granted per whole dollar of the pre-tax subtotal after other discounts |
| Points per $1 of discount | 100 | 10–1000 | How many points buy one dollar off (100 pts = $1 at the default) |
| Max redemption percent | 50% | 1–100% | A redemption may cover at most this share of the pre-tax subtotal, so the charge stays meaningful |
The tab shows a live example (a $400 stay) so you can see the earn and redeem math before you save.
At the defaults, a $400 stay earns 2,000 points, worth $20 off a future booking, and a guest cannot redeem more than half the subtotal of that next stay.
Under Advanced: caps by property or group, right below the program rates, you can set a different max redemption percent (1–100%) for one property or for a group of properties. Leave a row empty and it uses your host-wide max.
For example, with a host-wide max of 50% and a 20% cap on your beach house, a guest with $1,000 in points booking a $400 stay there gets at most $80 off; at your other properties they get up to $200 off. Like the rates, caps apply to new bookings only.
Redemptions are a pre-tax discount your account funds, the same economic rail as a discount code — not a Haven-funded credit. They show up in the tab's Discount applied stat. On a listing that pays you directly, that simply means the booking pays out a little less. On a listing that pays out to a teammate, see the next section.
Your best marketing is a guest who loved their stay. With guest referrals on, every past guest gets a personal link to your site to share with friends:
Turn it on under Grow your brand → Loyalty & referrals → Guest referrals (the loyalty program must be on). You set three things: what the friend gets, what the guest who shared earns, and how many friends one guest can be rewarded for per year (default 10). You fund both, the way you fund a discount code: the welcome gift is a pre-tax discount on the friend's booking, capped by your max-redemption percent (or that property's own cap), and the referrer's points are spent like any other points.
/trips (and the Trips tab of the Haven app): Share & earn opens the link with copy and share buttons, and lists the friends who booked through it.The link lands on your Haven site, on your custom domain when you have one: the site of the place the guest stayed, or the listing itself. A friend who books through the Haven booking widget on another website does not get the gift; the link has to open your Haven site.
The Guest referrals card shows how many guests are sharing, how many friends booked and stayed, and the points you have paid out. Referral rewards and welcome gifts also appear in your activity table and the points ledger export.
This is separate from Haven's own refer a host program on /trips, where a guest earns a Haven credit for referring someone who lists their home.
Points only bring a guest back if they remember they have them. Once your program is on, Haven emails each guest about their own balance, automatically. There is nothing to schedule.
| When it sends | What it does | |
|---|---|---|
| Points are ready | Two days after a stay that earned points ends | Tells the guest their points landed and what they are worth |
| Points reminder | Every 90 days while a guest holds $5 or more in points and has no stay booked with you | Reminds them of the balance and shows them where to spend it |
| Points expiring soon | About 30 days before their points expire | Names the date and tells them any booking before it keeps the points |
| Points last call | In the last 7 days before their points expire | The final warning, with the date |
Every email carries three things:
The two expiry emails only send if you have set points to expire (see Points expiry).
On the Loyalty & referrals tab, the Rewards emails section shows the four emails in the order a guest gets them, with a live preview of each using your own listings and a sample balance.
The same four emails are listed under Campaigns → Automations → Rewards emails.
For an partner program, each client account sends to its own guests under its own branding, with the partner's points, roster and expiry rule. A guest who has stayed with several clients gets one email about their one balance, from the client they stayed with most recently.
A guest's points are a shortcode you can use anywhere shortcodes work, not only in email: a text or WhatsApp step in an automation, a message you type in the inbox, your guidebook and listing text, a rental agreement.
{points_balance} is the guest's spendable points, {points_value} is what they are worth, and {points_pending} is points still on the way.{points_balance|0}.By default, points never expire. If you want guests to come back sooner, set a limit under Points expiry on the Loyalty & referrals tab: 12, 18, or 24 months.
Expiry is based on inactivity, the way hotel programs work. A guest's whole balance expires that many months after their last earn or redemption. Any new stay keeps everything and starts the clock again. That gives every warning one clear message: book before the date and you keep your points.
What protects your guests:
Guests also see the date on /trips as Use by {date} on their rewards card. Expired points show as Expired in your activity table and in the export, and stay in the lifetime totals.
If your listings are in a partner's program, the partner sets the expiry rule and the control on your tab is read-only.
Rules on expiring stored value vary by place. Check what applies where you operate before turning expiry on.
Some accounts manage homes for other people and add each homeowner as a team member, then point their listing's payouts at that teammate under Payouts → Who each property pays. The loyalty program is still one program across the whole account, so a guest can earn points at one owner's villa and spend them at another's.
Without help, that second owner would receive less: a $100 stay with $20 in points redeemed is an $80 charge, and $80 is what lands on the teammate's Stripe balance. Haven closes that gap for you:
The switch appears on the Loyalty & referrals tab only when at least one listing pays out to a teammate. Tax is still calculated on what the guest paid, so the top-up is the pre-tax reward amount.
If the card charge fails (no card on file, a decline, a bank challenge), the guest's booking is unaffected. Haven emails the account owner, retries the charge daily for a few days, and shows the unpaid reward on the Loyalty & referrals tab with a link to update the payment method. Until it succeeds, the teammate's payout for that stay is short by the reward.
Cancellations. If the stay is cancelled with a full refund, the reward charge is refunded to the account owner and pulled back from the teammate's balance too. With a partial refund the teammate keeps the reward top-up along with the part of the stay the cancellation policy awards them. A reward that had not yet been charged is never charged for a cancelled stay.
In Partner mode, each client is a separate Haven account with its own Stripe payouts. You can still run one rewards program across all of them, under your business name.
From then on, at every connected client's listings:
/trips the balance shows under your business name and logo.Your listings only. With Across your clients switched off, your program covers your own listings and nothing else. Whether a client may then run a rewards program of their own is your call: the card shows where they stand and links to Client settings, where Loyalty & rewards turns it on for every client, and a client's own panel on Clients sets one client apart. It is off until you turn it on. A client with it on gets the Loyalty & referrals tab in their dashboard and runs their own program for their own listings, funded by them. The switch cannot be turned on while your program is extended to clients.
If a card charge fails, the guest's booking is unaffected. Haven emails you, retries daily for a few days, and the client's payout is short by the reward until it succeeds. A cancellation with a full refund refunds your charge too.
When your partner extends its program, your listings are in it: guests earn the partner's points there, and your payout is always the full price. While the partner runs rewards for its clients you do not run a program of your own, in their program or out of it. A program you had before is paused, not deleted: guests who earned your points keep them, and they become spendable again if the partner later sets its program to its own listings and lets you run yours.
You can take your listings out of the partner's program from Settings → Clients → What {partner} does with your guests, at any time. It takes effect on the next booking, and your listings then offer no points. When the partner's program covers only its own listings, you have a Loyalty & referrals tab of your own only if the partner switched it on for you. Points guests already earned in the partner's program stay with the partner's program; rewards already redeemed on paid bookings are still funded by the partner.
| Your situation | Set up | Who pays for a reward | Where the guest's money goes |
|---|---|---|---|
| You own all the homes | One account, loyalty on | You — the booking pays out a little less, like a discount code | Your Stripe |
| One company, owners added as team members | Team seats + Payouts → Who each property pays | The account owner's card (default), or the owner's payout if you switch it off | Each owner's own Stripe |
| Partner with separate client accounts | Partner mode + Across your clients | The partner's card, always | Each client's own Stripe |
Haven never funds a loyalty reward, and never charges a guest more than the discounted price.
Your rewards program's data is yours, and you can take it to another loyalty system at any time. On the Loyalty & referrals tab, click Export rewards data next to Recent activity and pick a file:
Exports are available to the account owner and managers. A partner's export includes points guests earned at its clients' listings, since those belong to the partner's program. Exporting does not close or reset anything in Haven.
When a signed-in guest with an available balance books with you:
/book/... as a Loyalty reward line (for example, "Loyalty reward · 4,300 pts").Requests to book work the same way. The guest sees the same card and the same discount when they send the request, and the points are only spent once you approve and their card is charged. A question to the host spends nothing.
In v1, points can apply alongside a discount code. Promotions still stack as price, not as a second discount code.
The Loyalty & referrals tab shows:
Use this to confirm the program is running and to spot large redemptions.
Guests see the program as Your rewards on /trips (opened directly by every See your rewards link in your emails), with a How it works sheet that lists earn/redeem rules and a per-host activity ledger, a Use by date when your points expire, and a Share & earn button when referrals are on. You do not need to write that copy — Haven localizes it for the guest. The rewards emails are yours to edit.
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