Move Existing Reservations to Haven

If you are leaving a property management system, you do not have to leave your future bookings behind. Haven can take over a reservation that was made in your old system: the booking keeps its dates, guest, price and message history, your guest adds a card through a secure link, and Haven collects whatever is still owed on the date you choose.

It works for reservations synced from any connected PMS that shares its booking money with Haven: OwnerRez, Guesty, Hospitable, Lodgify, Hostfully, Hostex, Smoobu, Beds24, Track and Uplisting. If the booking was never synced into Haven, record it as a manual booking that is part paid elsewhere instead; see Bookings part paid in another system.

What can be moved

A reservation can be moved when all of these are true:

It is synced from your PMS and has not started yet.
Your PMS collected (or was going to collect) the payment. That includes bookings from your own website, bookings you entered by hand, and Vrbo bookings your PMS processes the payment for (for example with OwnerRez Payments or GuestyPay).
It has a guest name and a real guest email address.
Its currency is the same as the listing's currency in Haven.
Haven has the booking's charges and payments from your PMS.

A reservation stays where it is when Airbnb or Booking.com collects the payment. Those channels hold the guest's money and pay you out. There is nothing for Haven to collect, so the booking stays on the channel and keeps syncing to Haven as it does now.

When a reservation cannot be moved, the reservation shows the reason in plain words.

You need a paid Haven plan and a connected, verified Stripe account to move a reservation that still has a balance. A reservation that is already paid in full can be moved without them.

When the figures need a look

Haven rebuilds the booking from your PMS's own line items. When they do not hold together (the charges do not add up to the total, the PMS did not report what the guest paid, the guest paid more than the total, or the PMS charged a refundable damage deposit Haven cannot hold or return), the Move to Haven card says what is off. You can still move the booking: correct the figures in the review step and confirm them.

Before you start

Keep your PMS connected. Haven reads the booking's amounts from it at the moment you move it, and keeps watching it for changes until you tell Haven it has stopped collecting.
Decide when the balance should be charged. PMSs do not share their scheduled payment dates, so you pick the date. Use the date your PMS would have charged it.
Check the cancellation policy on the listing in Haven. The policy on your Haven listing at the moment you move the booking is the one that applies to it afterwards. Set it to match what the guest agreed to in your PMS first.
Check the security deposit on the listing in Haven. If the listing has a refundable deposit hold turned on, a moved booking gets one too: the guest agrees to it when they add their card, and Haven places it shortly before check-in. If the guest did not agree to a deposit when they booked, turn it off on the listing before you move the booking.

Move a reservation

Open the reservation in Haven (Calendar → Bookings, or the listing's calendar) and find the Move to Haven card. It shows the total, what was paid in your PMS, and what Haven would collect.
Click Move to Haven. The review step lists every charge your PMS reported, with what the guest has already paid.
Check the figures. You can change any charge's name, type (stay, fee, discount or tax), amount and whether it was taxed, remove one, add one, and change Already paid in …. An edited figure shows your PMS's own figure beside it, and Haven collects updates as you go.
Under Charge the balance on, pick the date the balance should be charged. If the guest has already paid in full, there is no date to pick.
Tick These figures match what the guest agreed to and has paid, then click Move to Haven.

The reservation becomes a Haven booking straight away, with the same confirmation code, dates, guest and messages. Haven stops updating it from your PMS. Your guest is not emailed by the move itself, and nothing is charged.

If you changed any figure, your figures become the booking's record and Haven keeps your PMS's alongside them, with who confirmed them and when. Haven still checks your figures: the charges must leave something for the stay itself, and what was paid cannot be more than the total.

Haven counts a moved reservation as a Haven direct booking from that point on, and your Haven booking messages for the stay (pre-arrival, check-in, checkout) apply to it. The booking confirmation email is not sent again.

Move many reservations at once

If you have a lot of OwnerRez bookings ahead, you do not need to open each one. (For other PMSs, move each reservation from its own page.)

Go to Host Dashboard → Integrations and find Move your OwnerRez reservations to Haven on the OwnerRez card. Click Review reservations.
Ready to move lists every upcoming reservation Haven can take over, with its total, what was paid in OwnerRez, and what Haven would collect. Untick any you want to leave with OwnerRez.
Set Charge each balance … days before check-in to the rule your guests agreed to. Each row shows the date that gives; change any single date in its row. A stay that is closer than that is charged as soon as it can be.
Tick the statement confirming the figures are right, then click Move … reservations to Haven. Keep the window open until it finishes. Anything that could not be moved is listed with the reason.
The moved reservations appear under In Haven. From there:
- Ask … guests for a card emails every guest who has not been asked yet.
- Once you have turned off scheduled payments for those bookings in OwnerRez, tick the confirmation and click OwnerRez has stopped collecting to let Haven collect all of them.
- If you cancelled bookings in OwnerRez as part of leaving, they show as Cancelled there and Haven pauses collection for them. Click I cancelled these … there myself to carry on. If a guest cancelled one, open that reservation and cancel it in Haven instead.

The list also shows which reservations cannot be moved yet and why, and how many stay on Airbnb or Booking.com. A reservation whose figures need correcting says Review it on its own: open it and move it from its own page, where you can correct and confirm the figures. It reads up to 200 upcoming reservations at a time; if you have more, move those and open the list again.

The steps below describe the same actions on a single reservation.

Ask the guest for a card

On the moved reservation, click Ask the guest for a card. You can add a short note of your own. Haven emails the guest a secure link to a page that shows:

their stay and the total,
what they have already paid,
the balance and the date it will be charged,
any refundable deposit hold Haven will place before check-in.

The guest ticks an authorization and saves a card through Stripe. Saving the card charges nothing. They can also pay the balance right away if they prefer.

If the guest does nothing, Haven reminds them 3 days and 7 days after your request. After 10 days Haven tells you, so you can reach out yourself. The reservation shows whether the guest has opened the link and whether a card is on file. Use Send again to send a fresh link at any time. The link keeps working until 60 days after checkout.

Once a card is on file, the guest can swap it for another from the same page at any time, and the Card on file row on the reservation lets you Ask for a new card or Copy link. See Update a Guest's Card on File.

Haven never cancels a booking because a balance is unpaid.

Turn off payments in your PMS, then tell Haven

This is the step that prevents a double charge. Haven cannot see or switch off scheduled payments in your PMS.

In your PMS, open the booking and remove its scheduled payments (or cancel the booking there, if you are leaving the PMS entirely). Make sure it will not charge this guest again. In OwnerRez and Guesty, that includes payments set up through OwnerRez Payments or GuestyPay.
In Haven, on the reservation, click … has stopped collecting (named after your PMS), tick the confirmation, and click Confirm.

Until you confirm, Haven will not charge the balance, no matter what date you picked.

How the balance is collected

Once you have confirmed and the guest's card is on file:

Three days before the charge date, Haven emails the guest that the balance is about to be charged.
On the charge date, Haven charges the saved card and emails the guest a receipt.
If the card is declined or the bank asks the guest to approve the payment, Haven emails the guest a link to pay or use a different card, and tells you. Haven does not keep retrying a declined card on its own.

The payment card on the reservation shows what was collected in your PMS, what was collected through Haven, and what is still to collect.

Each of these guest emails — the card request and its reminder, Balance about to be charged, the balance receipt, Balance payment needs the guest and the cancellation refund — is a card under Communication → Message automations → Whenever this happens → You move a reservation to Haven payments. Reword any of them there, or switch one off; switching off the card request means Ask the guest for a card no longer emails them, so copy the link from the reservation and send it yourself.

Fees. Haven does not add a booking fee to a moved reservation. Card processing is deducted from what Haven collects, the same as for add-on and date-change charges. Money your PMS collected is untouched.

Payouts. What Haven collects is paid out to you on your normal Haven payout schedule.

If something changes in your PMS after the move

Haven does not apply changes your PMS reports for a moved reservation. It pauses collection for that booking, emails you, and asks you what happened:

The booking was cancelled in your PMS. If you cancelled it there yourself as part of leaving, click I cancelled it there myself and collection continues. If the guest cancelled, cancel the reservation in Haven so their refund is worked out.
The dates changed in your PMS. Click Keep the dates in Haven to carry on with Haven's dates.
Your PMS collected another payment. Click Update the balance from …. Haven re-reads what your PMS collected and reduces what it will charge. If you corrected the figures when you moved the booking, Haven adds only what your PMS collected since then to the amount you confirmed.

Cancelling a moved reservation

Cancel it in Haven like any other booking. The cancel screen shows the refund before you confirm.

The cancellation policy applies to everything the guest has paid, in your PMS and through Haven together. Then:

Haven refunds what Haven collected, to the guest's card.
Anything beyond that was collected by your PMS, and Haven cannot refund it. The reservation shows the amount as For you to refund from …. Refund it from your PMS (or however you took that payment), then click I have refunded it.
Any balance not yet collected is dropped and will not be charged.

The guest's cancellation email states both amounts and who each comes from.

Cancelling in Haven does not cancel the booking in your PMS. Cancel it there as well.

If you cancel as the host, the guest is refunded everything they have paid.

Hand a reservation back

Changed your mind? Click Hand back to … on the moved reservation. It becomes a synced reservation again and your PMS collects whatever is owed.

You can hand a reservation back until Haven has charged the guest, a deposit hold has been placed, or you have confirmed your PMS stopped collecting. After that, cancel it instead.

Bookings part paid in another system

A booking that is not synced into Haven (it lives in a PMS you have disconnected, a spreadsheet, or your inbox) can still move its balance to Haven:

On the listing's calendar, select the dates and click Create manual booking.
Under How this booking is paid, choose Part paid elsewhere.
Enter the stay's charges in the fee table, Already paid (what the guest has paid so far), and Charge the balance on. The dialog shows what Haven collects and when.
Tick My old system won’t charge this guest again.
Click Create and email the guest to send them the secure link to add a card straight away, or Create, I’ll send the link to send it later from the reservation.

The booking then works like a moved reservation: the guest adds a card (nothing is charged), Haven charges the balance on the date you picked, and the reservation's payment card shows what was paid elsewhere and what Haven collects. Because you confirmed your old system has stopped, there is no separate has stopped collecting step. See Manual Bookings.

Limits to know about

Changing dates. A moved reservation's dates and guest count cannot be changed in Haven yet. Cancel and rebook, or contact support.
Partial refunds without cancelling. Haven's Refund button is not available on a moved reservation yet. To refund part of a stay without cancelling it, refund the guest from your PMS or from your Stripe dashboard.
Rental agreements and ID checks the guest completed in your PMS are not copied into Haven, and Haven does not ask for them again.
Moving many at once is on the OwnerRez card only. Reservations from other PMSs are moved one at a time.

To put past or upcoming stays on your calendar from a spreadsheet instead, without moving payment, see Import Stays from a Spreadsheet.