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Every guest who books with you has a profile in Haven. It holds how to reach them, every stay they have had with you, the dates worth remembering, your private notes, and your own verdict on them. The same profile opens from the calendar, a reservation, the inbox and the Guests view, so you never have to go looking for it.
A guest who has stayed with you before gets a small gold loop mark next to their name. You will see it:
Hover any mark to see how many earlier stays Haven knows about. Earlier stays count whether they were booked on Haven, synced from your PMS, or imported from a spreadsheet.
Your verdict is your private memory of how a stay went:
Both marks appear next to the repeat-guest mark on calendars, schedule rows and inbox cards, and as a chip at the top of the reservation side sheet, with your note underneath. Only you see any of this. The guest never does.
To set a verdict, open the guest's profile and use the Add verdict pill under their name. Pick Approved, Flagged or No verdict, then write why. The note saves when you press Save note.
A flag is a reminder, not a block. A flagged guest can still book. To stop someone booking again, use Block from booking at the bottom of the profile. See Block a Guest.
The Important dates section of a profile keeps birthdays, wedding anniversaries, and anything else you name, with a countdown to the next one. The year is optional.
When one of those dates falls during a stay, the reservation side sheet and the calendar bar carry a small cake mark, so you know before they arrive.
A date can also start an automation. In Marketing → Campaigns → Automations, the trigger A guest's important date fires a set number of days before any date on a contact — all of them, or only birthdays, anniversaries or your own named dates — once per date per year, and the email can say the date back with {important_date}, {important_date_label} and {important_date_years}. The Anniversary offer template under Start from is built on it. In the Audience table, the Important date filter finds contacts with a date coming up in the next so many days, or with no date on file at all.
Haven reads what your guests write to you — in your PMS inbox, the Haven inbox, texts and WhatsApp, and the AI guest chat — and keeps the durable things on their profile: who they travel with, a partner's or child's name, a dietary need, why they come, a pet, a date they mentioned. Each fact appears under What Haven has learned on the profile's Overview tab with where it came from, how sure Haven is (Clearly said, Probably, Uncertain) and, under Why Haven kept this, the message it rests on. Only what the guest said about themselves is kept; nothing is inferred from a name or a booking, and one-off logistics are left out. A date Haven heard — "our anniversary is March 14" — is added to Important dates straight away with a Learned by AI mark, so an anniversary automation can pick it up without you typing it.
You stay in charge of every fact. Rewrite one and it keeps your words; retire one and it is gone from the profile and from everything Haven writes. Each fact has a Can be mentioned to the guest switch: on, Haven may draw on it when writing to that guest; off, it is for your eyes only. Haven starts with celebrations, hobbies and reasons for visiting shareable, and keeps anything sensitive — health, money, a complaint — private. Your own private notes stay private unless you turn on Haven can draw on these notes when writing a personal note to this guest under the Notes section.
The learning runs for every host by default and can be switched off under Account → Guest communications → What Haven remembers. Turning it off stops new facts; what is already on the profile stays until you retire it. You can also ask the Haven assistant: "what do we know about Maria Lopez?" reads the profile back, and "note that the Parkers always come for the fishing opener" offers to save a fact for you to confirm.
The Overview tab also carries an AI-written overview of the guest, a photo you can add, the numbers at a glance and their recent conversations — see Guest Profiles and What Haven Remembers.
The profile is the same side sheet the Audience tab opens, with its Overview, Details, Plan, Offer, Activity and Stays tabs. Wherever you see a guest's face or initials beside their name — the profile badge — clicking it opens the profile:
On the profile's Details tab, press Edit on the Contact section to correct their first name, last name, email, phone or WhatsApp number. Changing the email keeps the contact's history and email consent on the corrected address. A new phone number does not carry text-message consent with it, because consent belongs to the number the guest opted in on, so marketing texts wait until they opt in again. Booking messages are not affected.
Two contacts cannot share one email, so Haven will tell you if the address already belongs to someone else in your audience.
Communication → Guests is your guest list as a phone book rather than a marketing table: an alphabetical list with a letter rail, a search box that matches names, emails, phone numbers and tags, and filters for Repeat guests, Approved and Flagged.
Pick someone to see their card: how to reach them, their important dates, their stays, what they can spend with you, tags and your private notes. From the card you can Message them (the inbox opens searched to that guest), Email or Call them from your own apps, or open their full Profile.
When a guest holds credit or points with you, a Credit & points section lists it, and the same section appears on the Overview tab of their profile:
Only unspent, unexpired credit shows. The section is hidden when the guest holds nothing.
It is the same list as Marketing → Audience, so anyone you bring in here appears there too, and the other way round. Import opens the same importer as Audience: upload a spreadsheet (CSV or Excel) with email, name, phone and stay-date columns, or a Mailchimp export. A guest who is already on your list is updated rather than added twice. The import runs in the background, and a progress card above the list lets you keep or undo it when it finishes. Add puts in one guest by hand, with an email, a phone number or both, and optionally the listings they stayed at and when.
Why is a guest I remember hosting not marked as a repeat guest? Haven matches stays by the guest's Haven account or by email. A guest who booked through Airbnb twice with a different relay address each time can look like two different people. Open their profile and add the earlier stay dates under the Offer tab, or correct their email, and the mark will appear.
Does a flag stop the guest booking? No. A flag is a private reminder. Use Block from booking to refuse bookings.
Where do I see a guest's stay credit or loyalty points? On their card in Communication → Guests, and on the Overview tab of their profile, under Credit & points. Each credit lists the listings it is valid at; points list the listings they were earned at.
Can my team see verdicts and notes? Anyone with access to your host account sees them. Guests never do.
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