Smart Offers

Haven's Audience captures every guest who stays with you — Haven bookings, PMS-synced reservations, CSV imports, or manual entries — and automatically sends personal, well-timed rebooking invitations that bring OTA guests back to book direct.

You always stay in control: every guest has a plan showing exactly what was sent, what's scheduled, and what's projected — with plain-English reasons when something won't send.

How Guests Are Captured

Haven builds your guest list from every channel you already use:

Haven direct bookings — the guest's real email is captured at checkout.
Digital guidebook signups — when a guest opens your property's digital guidebook (via the printed in-home QR code or the link you share), they enter a verified email to unlock it. That email lands here automatically, tied to the property. This is the primary way real guest emails come in for stays that booked on an OTA.
PMS integrations (Hospitable, etc.) and Sync from past reservations — these pull in every stay and its dates.
CSV import and manual add — for lists you already keep.

A note on Airbnb and OTA emails

Airbnb (and most OTAs) never share the guest's real email — they hide it behind a relay address like @guest.airbnb.com. So syncing an OTA connection brings in the stays (dates, property, guest name) but usually no email to reach them at. The reliable way to collect those guests' real emails is your digital guidebook: guests who scan the in-home QR code sign in with a real address, and Haven adds them here so you can invite them back. Turning on guidebook access for each property is the single biggest lever for growing an emailable guest list from OTA stays.

The Campaigns

Haven runs a small set of campaigns, each timed to a real decision moment:

Campaign	When it sends
Same stay next year	Shortly after checkout, inviting the guest to repeat the same dates
Come back soon	~90 days after checkout
Anniversary lock-in	~90 days before the one-year anniversary of check-in
Seasonal invite	Ahead of the season the guest stayed in last time
Gap-fill offers	When your calendar has an upcoming opening that fits the guest
Price-drop alerts	When the price falls below what the guest paid (Haven bookings)
Local event invites	When Haven's AI finds a real event near your property that matches the guest's travel season
Imported guest introduction	When a past guest is imported from Airbnb, Vrbo, or a PMS
Property update alerts	When you publish meaningful changes to a property a guest has stayed at

Emails can include a discount code. If you set a code for a guest and property, that's the offer. If you haven't set one, Haven auto-creates a one-time 10% code at send time — unless you've explicitly chosen "no discount" for that property.

The Audience View

Open Marketing → Audience to see every contact you can email. Email is the first column and stays pinned while the row scrolls, followed by:

Source — a provider badge when the contact was synced from a PMS (Hospitable, Guesty, and so on)
First name / Last name / Phone
Persona — Guest or Owner. Change it inline on any row, or in bulk from the selection bar.
Past guest — a View stays button for anyone with stay history. It opens their full stay ledger and your private notes.
Last stay — most recent stay across your properties

The Columns menu adds Booked via, Status (Active, Ready — needs one detail, Awaiting your review, Paused), Next email, Rebooks, and Tags when you want them. Source can be hidden from the same menu.

Use Filters to narrow by persona, status, booking channel, tag, recency, or whether someone has rebooked. Your search, filters, sort, and column choices are remembered.

Export downloads your full contact list (not just the rows on screen) as a Mailchimp-ready CSV — email, name, phone, tags, and subscribe status — so you can move the list into another CRM.

Pausing a Contact

Each row has a small pause button. Pausing a contact:

stops all marketing and win-back email for them
greys the row and moves it to the bottom of the list
leaves transactional email untouched — booking confirmations, receipts, and check-in details still send

Click it again to resume. Select several rows first to pause or resume them together from the selection bar. This is per-contact and separate from the host-wide and per-property win-back pauses, which work independently.

Segments

Segments are the saved audiences shown as pills above the table. A segment is just a name and an optional description — what decides who is in it is the source you pick when creating it:

Current view — saves whatever filters are active. Membership recalculates itself, so the segment tracks your audience as it changes. The dialog lists exactly which filters it is capturing before you save.
Selected contacts — a fixed set of the rows you checked. It does not change unless you change it.

Click a pill to scope the table to that segment. Use segments as the audience for a campaign or broadcast. Editing a segment changes only its name and description; to target a different audience, save a new one. When you import a CSV, Haven asks which segment the new contacts should join — a new one, an existing one, or none.

The Guest Profile

Click any guest to open their profile. It has three sections:

Plan — a per-property timeline of the guest's win-back journey: past sends (with opened/clicked state), scheduled sends with real dates, and projected campaigns. Anything blocked shows the reason in plain English (e.g. "They already have an upcoming stay"). A cap meter shows how many of the yearly sends have been used.
Offer — per-property discount code and last-stay dates. The code is shown as the guest will see it (e.g. "SMITH_10 — 10% off"). Stay dates are optional but unlock anniversary and seasonal timing; imported guests usually get them automatically from your reservation history.
Activity — the full email history for the guest at each property.

AI Local Events

Once a week, Haven scans for real, verifiable events near each property with reachable past guests — festivals, races, fairs — 1–4 months out. Every suggestion includes a source link; Haven never invents events.

Suggestions appear in two places, and they are the same suggestions: the Suggested for you strip at the top of Marketing → Campaigns → Broadcasts, and the Marketing inbox on Marketing → Home. Acting on one clears it from both. You have three choices:

Review & send — pick the recipients and let Haven send its own offer email
Write my own — opens a broadcast draft prefilled with the suggestion's wording and the right property theme, so you can rewrite and schedule it yourself
Dismiss — clears it; nothing sends

On the Broadcasts calendar, dated suggestions also show as dashed outlines on the day they are about, next to whatever you already have scheduled. High-confidence events send automatically when Smart offers is on; you can turn auto-send off in the same panel. Matched guests are those whose past stay falls in the same season as the event.

Post-Stay Guest Review

After each checkout, Haven asks "How was this guest?" New guests start in Awaiting your review — win-back email begins once you approve them (or the review email's "Yes — invite them back"). Answering "No" keeps that contact paused until you resume them from the table.

Importing Past Guests

Go to Marketing → Audience and click Import contacts
Upload a CSV — Haven reads email, name, phone, and stay-date columns from the header. The same email is one contact: a re-import merges the richer name and phone and keeps the more recent stay
Review the parsed results, choose which segment they join and whether they are guests or owners, confirm you have permission, and import

You can also click Sync from past reservations to pull in guests from your Haven booking history, and PMS integrations (like Hospitable) sync guests automatically.

Deliverability Protection

Haven protects your sender reputation automatically:

Engagement tiers — guests who recently clicked get more sends per year (up to 6); guests who ignored two recent emails are cooled down for ~90 days and capped lower (medium: 3/year, low: 1/year)
Yearly send caps per guest per property, shown as a meter in the guest profile
Automatic suppression — a bounce or spam complaint permanently stops sends to that address, and the Guests tab shows a banner so you know
No double-booking noise — guests with an upcoming reservation never get rebooking emails
Unsubscribe honored everywhere — one click removes the guest from all marketing
A shared per-run send budget spreads dispatch so sends never spike