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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 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. 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.
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.
Each row has a small pause button. Pausing a contact:
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 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 to open their profile. It has three sections:
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:
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" pauses marketing until you resume them from 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:
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