Your booking with a Haven host: find, change or cancel it

If you booked a stay on a vacation rental website and the confirmation came from Haven, or the site said "Powered by Haven", the booking is with the host who owns that property. Haven is the platform behind their website, their checkout and your stay guide. There is no guest service fee, and Haven never adds a commission to your total.

Looking for Haven Holidays? Haven (bookwithhaven.com) is a US direct-booking platform for independent vacation rental hosts. It has no connection to Haven Holidays, the UK holiday park company. To manage, amend or cancel a Haven Holidays booking, use haven.com or the Haven Holidays app. Nothing on this site can see or change that booking.

Where your booking lives

• The confirmation email. It comes from the host's site, names the property, and links to your stay guide and your receipt. Search your inbox for the property name or for "Haven" if you cannot find it.
• Your stay guide. Every confirmed stay has a guide with check-in details, the house rules, the host's messages and your reservation. The link is in the confirmation email and in the reminder emails before arrival.
• Trips. Sign in at bookwithhaven.com/trips with the email you booked with to see every stay you have booked on a Haven site, past and upcoming. Managing your trips covers Trips in detail.

You do not need an account to keep a booking. Signing in with the email you booked with simply connects the stay to Trips.

Changing dates or guests

Message your host from the stay guide. The host changes the dates or the guest count on their side, and your reservation and guide update to match. If the change moves the price, the host confirms the difference and it is charged to or refunded to the card on the reservation, or the host sends you a payment link for it. Updating that card is done from Trips.

Cancelling a booking

1. Open the stay guide from your confirmation email, or open the stay from Trips.
2. Open the reservation and choose Cancel booking. You need to be signed in with the email you booked with.
3. Confirm. The refund that applies is shown before you confirm.

What the refund follows:

• Every Haven booking has a 24-hour grace period. Cancel within 24 hours of booking and you get a full refund.
• After that, the host's cancellation policy applies. It is shown on the listing before you book and on your reservation afterwards, as refund tiers by how far ahead of check-in you cancel. Some hosts return part of the stay as a stay credit toward a future booking instead of money.
• No payment processing fee is deducted from a cancellation refund.
• If you paid by card at the host's Haven checkout, the refund goes back to that card. Your bank decides how quickly it shows, typically within 5 to 10 business days. A stay paid with a gift card or stay credit comes back as a new code in the same proportion.
• If you paid the host directly (Zelle, Venmo, bank transfer or another method the host's payment email named), Haven never held that money and does not refund it. The cancellation screen says Paid directly to the host, and the refund is between you and the host; message them from the stay guide.
• If you booked on Airbnb, Vrbo or through the host's property management system, the booking and its refund are handled there, not by Haven.

If your host cancels the stay themselves, you are refunded in full and the host's site emails you. If you ask the host to cancel for you, your cancellation policy applies unless the host chooses to refund in full.

Getting help

Your host is the first contact for anything about the stay: the stay guide has a message thread straight to them. If you cannot reach the host, or the problem is with a payment or a receipt, ask in the question box on this help center and include the property name and your check-in date.

Related articles

• Managing your trips
• How Haven stay search works