Send Your Guidebook Through OwnerRez

Guests who book through Airbnb, Vrbo, or Booking.com rarely have a real email address on file — the channel supplies a relay instead. Haven cannot email those guests directly, and it cannot post into your OwnerRez booking threads either, because OwnerRez requires a signed messaging agreement before it will open those endpoints to a connected app.

So Haven takes the route OwnerRez's own partner team recommends. Haven writes each booking's guidebook link into an OwnerRez custom field, and the messages you already send do the delivering. Your templates, your triggers, your channel — Haven only supplies the link.

Watch the walkthrough below, then follow the written steps if you prefer text.

What This Does

Haven creates one custom field on your OwnerRez account, named Haven guidebook link.
On every booking, Haven fills that field with a link to that stay's guidebook.
The link signs each guest into their own stay, so arrival details unlock on the schedule you already set.
Your OwnerRez template sends it, which means it reaches Airbnb and Vrbo guests through the channel that already reaches them.

The setting applies to every listing on the connected OwnerRez account.

Step 1: Turn On the Setting in Haven

Go to Host Dashboard → Integrations and open your connected OwnerRez card.

Under Send the guidebook from OwnerRez, switch the setting on. Haven creates the custom field immediately and shows you its field code, which looks like {BXHAVENGUIDEBOOK}.

Use Copy code rather than retyping it. A mistyped field code fails silently in OwnerRez — the message still sends, just with nothing where the link should be.

Step 2: Paste the Code Into an OwnerRez Template

In OwnerRez, go to Settings → Messaging → Templates and open the message you send before arrival. Your check-in or arrival-information template is the usual place.

Paste the field code where you want the link to appear:

{BXHAVENGUIDEBOOK}

You can also insert it from OwnerRez's own field list — choose Insert Field Code and pick Haven guidebook link. Either route produces the same code.

A few things worth knowing while you edit:

Put the code on its own line. OwnerRez applies bold, colors, and font changes as hidden formatting codes, and when one lands in the middle of a field code, OwnerRez stops recognizing it.
To show friendly link text instead of a raw URL, insert a hyperlink and set its address to {BXHAVENGUIDEBOOK}.
The code works in email, SMS, and channel templates, so Airbnb and Vrbo messages can carry it too.

Here is a complete arrival template using it alongside OwnerRez's standard codes:

Hi {CFIRST},

Thank you for booking {PDISPNAME} for {BARR} to {BDEP}.

The property is at {PADDRUG}. Check-in is anytime after {BCHECKINSTARTTIME} on {BARRDAY}, {BARR}. Your door code is {BDOORCODE}.

Directions, Wi-Fi, house details, and the rest of your stay information are in your guidebook:

{BXHAVENGUIDEBOOK}

We look forward to hosting you.

{MYFIRST}

Step 3: Confirm a Trigger Sends It

A template on its own never goes out. In OwnerRez, go to Settings → Messaging → Triggers and confirm a trigger points at the template you just edited — typically a scheduled trigger a few days before arrival.

If you already had a trigger sending that arrival message, you are done. Nothing else needs to change.

When Guests Start Receiving It

New bookings get the link as they arrive in Haven. Bookings already in OwnerRez get it the next time they sync, which is usually within a day — or immediately if something about the booking changes.

Nothing sweeps your back catalog the moment you switch the setting on.

Do Not Create the Field Yourself

Haven already created Haven guidebook link under OwnerRez's Settings → Custom Field Definitions. Do not add a second field with the same merge code; the duplicate collides with Haven's and the link stops being written.

Haven matches the field by name on reconnect, so disconnecting and reconnecting reuses the same field instead of stacking duplicates. That also means renaming Haven's field in OwnerRez will break the match.

Turning It Off

Switching the setting off stops Haven writing the link to new bookings. Links already written to past bookings stay exactly where they are, because messages you have already scheduled may still be sending them.

Good to Know

Values stay private. Haven never logs the field's contents. The same protection covers your door codes and Wi-Fi passwords in other OwnerRez custom fields.
Watch for double sends. If you also turn on Haven's own guidebook auto-send for OTA guests, a guest can receive the guidebook twice — once from your OwnerRez message and once from Haven. Pick one route per guest.
A link without a token is not enough. Haven writes a tokenized link on purpose. Sending guests your plain guidebook URL instead leaves them at the email gate with arrival details still locked.

Troubleshooting

The message sent but the link is missing

Check the field code character for character, then confirm the setting is still on in Haven. If the code sits inside bold or colored text, retype it on a clean line.

The field is empty on an older booking

Haven fills bookings as they sync. Wait for the next polling cycle, or make a small change to the booking in OwnerRez to push it through immediately.

The setting will not turn on

Haven could not create the field on your OwnerRez account. This usually means an unrelated custom field already claims that merge code. Rename or remove that field in OwnerRez, then try again. Reconnecting OwnerRez also resolves it in most cases.