Effectively managing bookings is essential for running a successful short-term rental. Haven provides tools to help you handle reservations efficiently.
Viewing Bookings
Access your bookings from:
- Host Dashboard - Overview of all bookings
- Property Pages - Bookings for specific properties
- Bookings Section - Detailed booking management
Each booking shows:
- Guest information - Name, contact details
- Dates - Check-in and check-out dates
- Property - Which property is booked
- Status - Current booking status
- Payment - Payment status and amount
- Details - Number of guests, special requests
Booking Statuses
Requested
- Guest has submitted a booking request
- Awaiting your approval (if instant book is disabled)
- Guest has not yet paid
Approved
- You have approved the booking request
- Guest can now proceed to payment
- Booking is not confirmed until payment is received
Confirmed
- Payment has been received
- Booking is fully confirmed
- Property is reserved for the guest
Cancelled
- Booking was cancelled
- Refund status shown
- Dates may be available again
Completed
- Stay has ended
- Historical booking record
Screen & Protect
Haven can screen bookings and apply protection through Truvi. Learn how to set defaults, manage coverage, and respond to screening outcomes in Screen & Protect.
Managing Bookings
Instant Book vs. Approval Required
Haven supports two booking modes:
Instant Book:
- Guests can book immediately without approval
- Payment is processed right away
- Booking is confirmed upon successful payment
Approval Required:
- Guests submit booking requests
- You review and approve or reject
- After approval, guest completes payment
- Booking is confirmed upon successful payment
Approving Booking Requests
- Review booking request - Check guest information and dates
- Verify availability - Ensure property is available
- Approve - Click approve to allow guest to proceed to payment
- Guest pays - Guest completes payment after approval
- Booking confirmed - Booking is confirmed once payment is received
Cancelling Bookings
- Open booking - Navigate to the booking details
- Cancel - Click cancel booking
- Select reason - Choose cancellation reason
- Process refund - Refund processed according to policy
- Notify guest - Guest receives cancellation notice
Changing Booking Details
Haven does not support modifying existing bookings. If a guest needs to change their reservation (dates, number of guests, etc.), they must:
- Cancel the existing booking - Cancel the current reservation
- Create a new booking - Book again with the desired dates or details
- Refund processed - Original booking refunded according to your cancellation policy
- New booking confirmed - New reservation is created with updated details
This ensures clear pricing and avoids confusion about refunds and charges for changed bookings.
Guest Communication
Sending Messages
- Send email messages to guests through Haven
- Messages are sent via email (not in-app messaging)
- Guests can reply directly to your email
- Send check-in instructions, answer questions, provide local recommendations
Automated Messages
- Welcome messages sent when booking is confirmed
- Check-in instructions emails scheduled automatically
- Booking status updates sent via email
Best Practices
- Respond quickly - Fast responses improve guest experience
- Be clear - Provide clear instructions and information
- Stay organized - Keep track of all bookings
- Communicate proactively - Reach out before check-in
- Document everything - Keep records of communications
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