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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.
Set your contact details once, in Settings → Account & Profile → Account → Business info: a business name, a contact email, and a contact phone. Every property, guidebook, and multi-unit site uses them by default, so a team that answers guests from a shared inbox ("Nonpareil Stays", hello@…) only types it one time.
Each of the three resolves on its own, in this order:
A blank field in either editor shows the inherited value as its placeholder, with a small caption saying where it comes from, such as "Using your business name". Type in the field to override it for that property only; clear it to go back to the default.
New listings and multi-unit sites start with Host name blank, and with Email and Phone switched on and blank whenever your Business info has a contact email or phone, so the business contact shows from day one. When you add a business email or phone for the first time (or turn the switch on), Haven also switches that row on across your existing listings and sites wherever it was off and empty. A row you filled in yourself, or turned off after filling it in, is left alone.
Two things worth knowing:
Your sign-in email under Login & sessions is never shown to guests because of that card. It only reaches a guest as the last step of the order above, when Business info has no contact email and the property has none either.
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.
Where it shows up: the contact info box on your property page and the "Contact host" form on the listing.
Where to edit: in the property editor, Layout tab → Home → right panel → Contact (the panel opens on Hero — click Contact in its top tab strip). In the multi-unit site editor the same rows live on the Footer panel tab. There is no longer a Public contact info card on the Space tab.
These rows are per listing / per multi-unit site. A new site starts with Host name, Email and Phone blank (Email and Phone are on when your Business info has them), so they show your Business info until you type something for that site. 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.
At the top of the Contact tab, the Public profile card shows your display name, photo, and base location. Click Edit profile to open the same editor as Settings → Account & Profile → Profile in a window, without leaving the site editor. Changes save automatically and apply to your account-wide profile, so every site's "Hosted by" card updates.
When you change your display name or base location in that window, this site's Host name and Location rows update to match. Only fields you actually change are copied, so a custom host name like "Keith and Donna" stays put if you only edit your bio or photo. Row on/off toggles are kept.
Good to know:
You can toggle each row on or off independently:
Where contact-form messages are sent: to Notification emails under Settings → Account & Profile → Notifications, not a per-listing list. The old footer box is only a note that links there. Do not add recipients on the Footer tab or in a "Who receives contact form emails" box (see Notification emails). The rows above only control what appears publicly on the page. A page form’s own recipients are Notify these emails in that form’s builder, not this Footer note.
Any row that is toggled on and has a value renders on your property page. A Host name, Email, or Phone row that is on but blank shows your Business info instead, and the editor says so under the field. Location and WhatsApp have no account default, so they stay hidden while blank.
Rows toggled off are hidden, even if they have a value saved — so you can keep a number on file without surfacing it publicly. A row that is off never picks up Business info.
Sites created before October 2026 had a name saved into Host name when they were created, and that saved name wins over Business info. It also sets the "Contact …" heading above the box. Clear Host name on that site's Contact tab to let your business name show.
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 tab → In-stay contacts.
Three contact groups are tracked:
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.
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.
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.
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.
How do I show my business name instead of my own name? Add it under Settings → Account & Profile → Account → Business info. Guidebook Contact cards, stay emails, and the guide assistant pick it up straight away. The public property page's Contact box and its "Contact …" heading use it too, unless that site has its own Host name saved on its Contact tab — clear it there. To use a different name in the guidebook for one property, type it into Name on that property's Property contact card.
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 Notification emails (Settings → Account & Profile → Notifications). After they book, they'll also see your in-stay contacts.
Where does the contact form go? To Notification emails, the one list of addresses Haven uses for every notification, on Settings → Account & Profile → Notifications (see Notification emails). The old footer box is only a note that links there. We do not store these public contact-form messages in a separate inbox — they land in your email like any other inquiry. Page-form submissions are kept on the contact in Audience as Form responses.
Why didn't I get a message someone says they sent? Haven screens every message sent through your contact form, the Submit an Inquiry button, your site's forms, experience requests and the guest assistant before it reaches you. Sales pitches to your business are kept out of your inbox: SEO and web design offers, marketing and review services, software, "feature your property" TV or magazine invitations, and influencers asking for free stays, plus scams and spam. They wait in Messages → Filtered, and you get one short email saying a message was held, never a text or the usual inquiry email. The sender sees the usual "sent" confirmation and gets no reply. Messages from guests, event planners, companies booking a stay, and homeowners asking you to manage their property always come through. If a real guest says their message never arrived, open Filtered and choose Not spam on it to move it to your inbox and reply. See Filtered messages.
I changed my name in my profile — why didn't my contact box change? Contact rows only follow profile edits made through Edit profile on that site's Contact tab. Edits made in Settings → Account & Profile → Profile leave every site's rows as they are. Open the Contact tab and either type the new name into Host name or change it through Edit profile.
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.
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