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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.
Haven builds your guest list from every channel you already use:
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.
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 — sent to everyone who has stayed there, whenever they stayed. You can widen it to all guests when you review it. The email opens on an AI-generated picture of the event itself — its decorations, colours and atmosphere — instead of a listing photo |
| Imported guest introduction | When a past guest is imported from Airbnb, Vrbo, or a PMS. Off until you turn it on under Campaigns → Automations |
| Property update alerts | When you publish meaningful changes to a property a guest has stayed at |
Emails can include a discount code. Open the email in the editor and add a discount block — pick one of your existing codes, change it later, or delete the block if that send should go out without an offer. The same code goes to every guest who receives that email.
Open Marketing → Audience to see every contact you can email. Email is the first column and stays pinned while the row scrolls, followed by:
Guest or Owner. Change it inline on any row, or in bulk from the selection bar.The Columns menu adds Booked via, Status (Active, Ready — needs one detail, No property targeted, Paused), Next email, and Rebooks when you want them. Source and Tags can be hidden from the same menu.
Use Filters to narrow by status, booking channel, tag, recency, or whether someone has rebooked. Search and filters run across your whole contact list, not just the rows on screen — the table keeps loading the rest of your audience in the background and tells you when it is still catching up. Your search, filters, sort, and column choices are remembered.
Hover any column header to see how many contacts in the current view have a value in that column, for example 1,842 / 2,867 have a phone number. Has data keeps only the rows with a value; No data keeps only the blanks. Choosing the same option again clears it, and you can combine several columns. Clear column filters under the search box clears them all. These choices are remembered in this browser and apply to the table. A saved segment is built from Filters.
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.
The Email Marketing column has a switch at the start of each row. Turn it off to unsubscribe that contact from your marketing email:
Reservation email only and the row greys; it moves to the bottom of the list the next time the table loadsTurn the switch back on to resubscribe them. Doing so confirms they agreed to hear from you, and it is recorded as your call. To unsubscribe or resubscribe several people at once, select their rows and use Unsubscribe from email or Resubscribe to email in the selection bar's actions menu. The switch in the contact drawer does the same thing.
A contact who unsubscribed themselves (from the link in one of your emails) shows Unsubscribed with a lock in place of the switch. Only they can undo that, so you cannot resubscribe them.
This is per-contact and separate from the host-wide and per-property win-back pauses, and from Guest communications settings, which can pause rebooking and Smart offers for the whole account.
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:
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.
Click any guest row to open their profile. It has five tabs:
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 Event recommendations panel above your broadcasts in Marketing → Campaigns, and the Review tab on Marketing → Overview. Acting on one clears it from both. On each card:
Check for events runs the scan now, and Draft an event email has Haven research an event you know about that the scan would not find. Any broadcast you send can also get a matching reel: press Matching reel in the broadcast editor.
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.
After each checkout, Haven asks "How was this guest?" A confirmed booking already makes that guest mailable for marketing email (existing-customer soft opt-in). Answering "No" unsubscribes them from your marketing email until you switch them back on in the table. "Yes — invite them back" keeps them on your list.
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.
Haven protects your sender reputation automatically:
Mailbox providers decide whether your mail lands in the inbox or the spam folder, and they judge it on two signals: how often you send to addresses that do not exist, and how often people click "report spam". Neither one is recoverable after the fact — once Gmail decides a sender is a risk, every host sending through Haven feels it. So Haven stops at the first sign rather than letting a bad address keep costing you.
In the Audience tab those contacts read Not sending. Hover the reason:
| Reason | What happened | Can you undo it? |
|---|---|---|
| Bounced | The mailbox rejected your email as undeliverable | Yes — Send anyway |
| Kept bouncing | Delivery failed repeatedly, usually a full mailbox | Yes — Send anyway |
| Reported spam | Someone used their mail app's "report spam" button on your email | Yes — Send anyway |
| Invalid address | The domain does not accept email at all, usually a typo | Yes — Send anyway |
| Unsubscribed | The person clicked your unsubscribe link | No — only they can undo it |
| Undeliverable | Permanently rejected, so Haven stopped booking email too | No — contact support |
Send anyway is there because you often know something the signal does not: the guest gave you a new address at check-in, the bounce was a full inbox over the holidays, the spam report came from a shared family mailbox. Use it when that is true. It only clears the block — you still switch the contact's marketing on afterwards — and the next bounce or spam report blocks them straight back.
The one thing you cannot undo is an unsubscribe. When someone clicks the link, that is their instruction in their own words, and re-subscribing them on your say-so is illegal in most of the places your guests live. If they want your email again, they can sign up again.
Haven pauses a host's marketing when the trailing 30 days show a real problem: 5 or more spam reports and a complaint rate at or above 0.2%, or 5 or more hard bounces at 4% or more of what you sent. Both halves have to be true. One or two spam reports never pauses anyone — that was the old behaviour and it stopped hosts who had done nothing wrong.
You are told when it happens. A pause emails you and raises a task on your dashboard explaining which signal caused it and what your numbers were — you will never discover a pause by watching a campaign fail to go out.
A pause is not a punishment and it is not permanent:
Before you resume, it is worth asking where the addresses came from. A list bought, scraped, or imported from a platform where those people signed up for something else is the usual cause, and resuming without fixing it just gets you paused again.
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