Contact Information — Public vs. In-stay

Haven splits property contact information into two intentionally separate sections so the right details reach the right audience. Anyone browsing your listing can see the public-facing contact rows. Only booked guests see your private in-stay contacts (emergency and maintenance).

Both sections live on the Edit Listing page and are cross-linked from each other so you can jump between them in one click.

Why two sections?

Public contact info lives on your property page (in the "Your stay" area) and is visible to anyone — including unauthenticated visitors browsing before they book. Use it for the contact rows you're happy to share with the whole internet (a display name, public email, the number you don't mind appearing in search results, your WhatsApp handle, etc.).
In-stay contacts appear inside the Arrival Guide that booked guests see in their guest portal. Use it for the emergency phone, maintenance contact, and primary on-call number you only want confirmed guests to have.

Keeping them separate protects the sensitive numbers from being scraped or shared casually, while still giving public visitors a way to reach you with pre-booking questions.

Public contact info (Your Site tab)

Where it shows up: the contact info box on your property page and the "Contact host" form on the listing.

Where to edit: Edit Listing → Your Site tab → Public contact info (or the matching Site settings on a multi-unit site).

These rows are per listing / per multi-unit site. They are seeded from your account when the site is created, then live independently — they are not pulled live from Public Profile. Your Public Profile card (name, photo, bio) is a separate control with its own Show on property pages toggle.

You can toggle each row on or off independently:

Host name — public display name (e.g. "Kate at The Dock House").
Location — short city / region shown next to the host name.
Email — public email (also pre-fills the "from" address for guest inquiries you reply to).
Phone — public phone number, formatted automatically as you type.
WhatsApp — WhatsApp number; renders as a "Message on WhatsApp" deep-link.

Where contact-form messages are sent: to your account notification recipients, not a per-listing list. The section shows a short note linking to Settings → Account, where you manage the one list of addresses Haven uses for every notification (see Notification Emails — Where Haven Emails You). The rows above only control what appears publicly on the page.

What appears publicly

Any row that is toggled on and has a value renders on your property page. Rows toggled off are hidden, even if they have a value saved — so you can keep a number on file without surfacing it publicly.

In-stay contacts (Arrival Guide tab)

Where it shows up: the "Contacts" card in the Arrival Guide / Guest Portal for guests with a confirmed reservation. Pre-booking visitors never see these numbers.

Where to edit: Edit Listing → Arrival Guide tab → In-stay contacts.

Three contact groups are tracked:

Primary property contact — name, phone, and email for the main on-call person (often the host).
Emergency contact — name, phone, and email shown to guests for urgent issues (after-hours lockouts, real emergencies). Distinct from "call 911" — this is the property-side emergency line.
Maintenance contact — name, phone, and email for repair issues (broken AC, plumbing, lights). Lets guests reach the right person directly so the host isn't a relay.

All fields are optional, but at minimum we recommend filling in the primary property contact phone and the emergency phone. They're the most-used columns in real stays.

How guests see it

In the Guest Portal, in-stay contacts render as a labeled stack with tap-to-call and tap-to-email buttons on mobile. They're also pulled into the printable House Manual so a paper copy left in the property has the same numbers.

Rental-agreement gating

If you turn on Block sensitive arrival info until signed on the Rental Agreement section, the in-stay contacts are hidden in the portal until the guest signs the agreement — alongside WiFi, check-in steps, and door codes. See Rental Agreement & Digital Signatures for the full list of fields that gate.

How to find the section quickly

Both sections are indexed in the Edit Listing search bar (the magnifying glass in the editor sidebar). Useful queries that surface the right card:

contact details — shows both Public contact info and all In-stay contact fields.
public contact, contact form, whatsapp — Public contact info.
in-stay contacts, emergency contact, maintenance contact, phone number — In-stay contacts.

Inside either section, a small banner at the top links straight to the other one with a one-sentence reminder of which audience it serves.

Common questions

Do I have to fill in both? No, but the public-facing section is what unbooked visitors use to ask pre-booking questions, and the in-stay section is what guests rely on during their stay. Most hosts fill in both.

If I leave the public phone off, can guests still reach me? Yes — they can submit the public contact form on your listing, which emails your account notification recipients (managed on Settings → Account). After they book, they'll also see your in-stay contacts.

Where does the contact form go? To your account notification recipients — the one list of addresses Haven uses for every notification, managed on Settings → Account (see Notification Emails — Where Haven Emails You). We do not store these messages in a separate inbox — they land in your email like any other inquiry.

Do my PMS integrations sync contact info? No. Both sections are Haven-only fields you control. PMS-synced fields (title, description, amenities, etc.) are clearly marked with a lock icon in the editor.