If you are leaving a property management system, you do not have to leave your future bookings behind. Haven can take over a reservation that was made in your old system: the booking keeps its dates, guest, price and message history, your guest adds a card through a secure link, and Haven collects whatever is still owed on the date you choose.
This is in a pilot. Today it covers direct bookings synced from OwnerRez and is switched on per account. If you do not see Move to Haven on a synced reservation, contact Haven support and ask to join the reservation move pilot.
A reservation can be moved when all of these are true:
- It is synced from OwnerRez and has not started yet.
- OwnerRez collected (or was going to collect) the payment. That includes bookings from your own website, bookings you entered by hand, and Vrbo bookings that OwnerRez processes the payment for.
- It has a guest name and a real guest email address.
- Its currency is the same as the listing's currency in Haven.
- OwnerRez's charges, payments and balance add up. Haven rebuilds the booking from OwnerRez's own line items and refuses to move it unless the total matches to the cent.
A reservation stays where it is when:
- Airbnb or Booking.com collects the payment. Those channels hold the guest's money and pay you out. There is nothing for Haven to collect, so the booking stays on the channel and keeps syncing to Haven as it does now.
- OwnerRez charged a separate damage deposit or damage waiver on the booking. These are not supported yet.
- The guest has paid more than the booking total.
When a reservation cannot be moved, the reservation shows the reason in plain words.
You need a paid Haven plan and a connected, verified Stripe account to move a reservation that still has a balance. A reservation that is already paid in full can be moved without them.
- Keep OwnerRez connected. Haven reads the booking's amounts from OwnerRez at the moment you move it, and keeps watching OwnerRez for changes until you tell Haven it has stopped collecting.
- Decide when the balance should be charged. OwnerRez does not share its scheduled payment dates, so you pick the date. Use the date OwnerRez would have charged it.
- Check the cancellation policy on the listing in Haven. The policy on your Haven listing at the moment you move the booking is the one that applies to it afterwards. Set it to match what the guest agreed to in OwnerRez first.
- Check the security deposit on the listing in Haven. If the listing has a refundable deposit hold turned on, a moved booking gets one too: the guest agrees to it when they add their card, and Haven places it shortly before check-in. If the guest did not agree to a deposit when they booked, turn it off on the listing before you move the booking.
- Open the reservation in Haven (Home → Overview, or the calendar) and find the Move to Haven card. It shows the total, what was paid in OwnerRez, and what Haven would collect.
- Click Move to Haven.
- Under Charge the balance on, pick the date the balance should be charged. If OwnerRez already collected the stay in full, there is no date to pick.
- Click Move to Haven to confirm.
The reservation becomes a Haven booking straight away, with the same confirmation code, dates, guest and messages. Haven stops updating it from OwnerRez. Your guest is not emailed by the move itself, and nothing is charged.
Haven counts a moved reservation as a Haven direct booking from that point on, and your Haven booking messages for the stay (pre-arrival, check-in, checkout) apply to it. The booking confirmation email is not sent again.
If you have a lot of bookings ahead, you do not need to open each one.
- Go to Host Dashboard → Integrations and find Move your OwnerRez reservations to Haven on the OwnerRez card. Click Review reservations.
- Ready to move lists every upcoming reservation Haven can take over, with its total, what was paid in OwnerRez, and what Haven would collect. Untick any you want to leave with OwnerRez.
- Set Charge each balance … days before check-in to the rule your guests agreed to. Each row shows the date that gives; change any single date in its row. A stay that is closer than that is charged as soon as it can be.
- Tick the statement confirming the figures are right, then click Move … reservations to Haven. Keep the window open until it finishes. Anything that could not be moved is listed with the reason.
- The moved reservations appear under In Haven. From there:
- Ask … guests for a card emails every guest who has not been asked yet.
- Once you have turned off scheduled payments for those bookings in OwnerRez, tick the confirmation and click OwnerRez has stopped collecting to let Haven collect all of them.
- If you cancelled bookings in OwnerRez as part of leaving, they show as Cancelled there and Haven pauses collection for them. Click I cancelled these … there myself to carry on. If a guest cancelled one, open that reservation and cancel it in Haven instead.
The list also shows which reservations cannot be moved yet and why, and how many stay on Airbnb or Booking.com. It reads up to 200 upcoming reservations at a time; if you have more, move those and open the list again.
The steps below describe the same actions on a single reservation.
On the moved reservation, click Ask the guest for a card. You can add a short note of your own. Haven emails the guest a secure link to a page that shows:
- their stay and the total,
- what they have already paid,
- the balance and the date it will be charged,
- any refundable deposit hold Haven will place before check-in.
The guest ticks an authorization and saves a card through Stripe. Saving the card charges nothing. They can also pay the balance right away if they prefer.
If the guest does nothing, Haven reminds them 3 days and 7 days after your request. After 10 days Haven tells you, so you can reach out yourself. The reservation shows whether the guest has opened the link and whether a card is on file. Use Send again to send a fresh link at any time. The link keeps working until 60 days after checkout.
Once a card is on file, the guest can swap it for another from the same page at any time, and the Card on file row on the reservation lets you Ask for a new card or Copy link. See Update a Guest's Card on File.
Haven never cancels a booking because a balance is unpaid.
This is the step that prevents a double charge. Haven cannot see or switch off scheduled payments in OwnerRez.
- In OwnerRez, open the booking and remove its scheduled payments (or cancel the booking there, if you are leaving OwnerRez entirely). Make sure OwnerRez will not charge this guest again.
- In Haven, on the reservation, click OwnerRez has stopped collecting, tick the confirmation, and click Confirm.
Until you confirm, Haven will not charge the balance, no matter what date you picked.
Once you have confirmed and the guest's card is on file:
- Three days before the charge date, Haven emails the guest that the balance is about to be charged.
- On the charge date, Haven charges the saved card and emails the guest a receipt.
- If the card is declined or the bank asks the guest to approve the payment, Haven emails the guest a link to pay or use a different card, and tells you. Haven does not keep retrying a declined card on its own.
The payment card on the reservation shows what was collected in OwnerRez, what was collected through Haven, and what is still to collect.
Fees. Haven does not add a booking fee to a moved reservation. Card processing is deducted from what Haven collects, the same as for add-on and date-change charges. Money OwnerRez collected is untouched.
Payouts. What Haven collects is paid out to you on your normal Haven payout schedule.
Haven does not apply changes OwnerRez reports for a moved reservation. It pauses collection for that booking, emails you, and asks you what happened:
- The booking was cancelled in OwnerRez. If you cancelled it there yourself as part of leaving, click I cancelled it there myself and collection continues. If the guest cancelled, cancel the reservation in Haven so their refund is worked out.
- The dates changed in OwnerRez. Click Keep the dates in Haven to carry on with Haven's dates.
- OwnerRez collected another payment. Click Update the balance from OwnerRez. Haven re-reads what OwnerRez collected and reduces what it will charge.
Cancel it in Haven like any other booking. The cancel screen shows the refund before you confirm.
The cancellation policy applies to everything the guest has paid, in OwnerRez and through Haven together. Then:
- Haven refunds what Haven collected, to the guest's card.
- Anything beyond that was collected by OwnerRez, and Haven cannot refund it. The reservation shows the amount as For you to refund from OwnerRez. Refund it from OwnerRez (or however you took that payment), then click I have refunded it.
- Any balance not yet collected is dropped and will not be charged.
The guest's cancellation email states both amounts and who each comes from.
Cancelling in Haven does not cancel the booking in OwnerRez. Cancel it there as well.
If you cancel as the host, the guest is refunded everything they have paid.
Changed your mind? Click Hand back to OwnerRez on the moved reservation. It becomes a synced OwnerRez reservation again and OwnerRez collects whatever is owed.
You can hand a reservation back until Haven has charged the guest, a deposit hold has been placed, or you have confirmed OwnerRez stopped collecting. After that, cancel it instead.
- Changing dates. A moved reservation's dates and guest count cannot be changed in Haven yet. Cancel and rebook, or contact support.
- Partial refunds without cancelling. Haven's Refund button is not available on a moved reservation yet. To refund part of a stay without cancelling it, refund the guest from OwnerRez or from your Stripe dashboard.
- Rental agreements and ID checks the guest completed in OwnerRez are not copied into Haven, and Haven does not ask for them again.
- Other property management systems (Guesty, Lodgify, Hospitable, Hostfully, Hostex) are not supported yet.