Guest Help

HealthHaven makes it easy to find recovery-friendly lodging close to the hospital or medical center where you or your loved one is receiving care. Start by entering a hospital name, city, or ZIP code in the search bar on the homepage. You can also browse lodging by practical stay needs such as step-free entry, elevator access, quiet hours, caregiver space, or transportation options.

Use the filters panel to refine your results by distance from the hospital, price range, accessibility features, and room configuration. If you need a wheelchair-accessible unit, ground-floor access, or a kitchen for preparing special meals, these filters ensure only qualifying properties appear. You can also filter by guest rating, cancellation flexibility, and whether the property offers medical transport services.

Each listing displays a lodging fit score, a percentage that reflects how well the property matches visible stay preferences. The score considers factors like proximity to your chosen care location, available amenities, accessibility details, and host responsiveness. A higher score is informational only; you should confirm that the property meets your specific needs before booking.

Save listings you like by clicking the heart icon, and compare up to four properties side by side using the compare feature. If you are unsure which property to choose, our AI concierge can recommend options based on your recovery timeline, mobility requirements, and budget preferences.

Once you have found the right property, select your check-in and check-out dates and click "Request to Book." Some properties offer instant booking, while others require the host to confirm availability within 24 hours. You will receive a notification by email and in your HealthHaven dashboard as soon as the host responds.

HealthHaven accepts major credit and debit cards through our secure checkout. Tax-advantaged card or payer reimbursement eligibility depends on your plan, card issuer, provider documentation, and applicable rules. For longer stays, you may be eligible for weekly or monthly rate discounts that the host has configured for their property.

Every booking includes a clearly stated cancellation policy set by the host. Most HealthHaven properties offer a flexible policy that allows free cancellation up to 48 hours before check-in. Moderate and strict policies may apply for high-demand periods or specialty accommodations. The cancellation terms are displayed prominently on the listing page and in your booking confirmation email.

After booking, you will receive a confirmation email with your reservation details, the property address, host contact information, and a printable stay summary you can keep for your records or share where appropriate. Your dashboard will also show a timeline of your upcoming stay with helpful reminders about check-in procedures.

Your host will provide detailed check-in instructions at least 24 hours before your arrival. Most properties offer self check-in via a smart lock or lockbox, so you can arrive at your convenience within the check-in window. If you need to arrange an early or late arrival due to a medical appointment or travel schedule, message your host through the HealthHaven platform as soon as possible.

On arrival, take a moment to review the welcome guide provided by your host. It typically includes Wi-Fi credentials, appliance instructions, emergency contacts, and directions to the nearest hospital entrance. Many HealthHaven properties also include a printed card with the local pharmacy, urgent care clinic, and medical transport phone numbers.

Standard check-out time varies by property but is usually between 10:00 AM and 12:00 PM. If your medical situation requires a later departure, contact your host to request a late check-out. Most hosts accommodate late departures when the schedule allows, especially for guests recovering from procedures. There is no additional charge for approved late check-outs in most cases.

For key handoff, follow the instructions in your booking confirmation. If you used a lockbox or smart lock, simply ensure the door is locked when you leave. If you received a physical key, return it to the location specified by your host. A check-out confirmation will be sent to your email automatically once the host marks the stay as complete.

HealthHaven properties are equipped with amenities designed for recovery stays. Common features include adjustable beds, grab bars in bathrooms, step-free access, and fully stocked kitchens for preparing meals that meet dietary restrictions. Each listing clearly indicates which amenities are available, so you know exactly what to expect before you arrive.

If you need additional services during your stay, such as extra linens, a portable ramp, or a recommendation for a local meal delivery service, reach out to your host through the in-app messaging system. Hosts on HealthHaven are experienced with medical recovery guests and are typically responsive to special requests. Response times are displayed on each host's profile.

For medical transport, many properties partner with local non-emergency medical transport (NEMT) services that can take you to and from hospital appointments. Check the "Transport" tab on your booking details page for available options, estimated costs, and scheduling links. Some hosts also offer complimentary shuttle service within a short radius of the property.

If any issue arises during your stay, from a maintenance concern to a safety question, contact your host first through the platform. If the issue is urgent and you cannot reach the host, use the "Get Help" button in your booking dashboard to connect with HealthHaven support. For medical emergencies, call 911 or your local emergency number before contacting HealthHaven.

After check-out, you will receive an email inviting you to leave a review for the property and host. Your honest feedback helps future guests make informed decisions and helps hosts improve their offerings. Reviews cover categories like cleanliness, accuracy of the listing description, communication, proximity to the hospital, and recovery-specific amenities.

A detailed receipt is automatically generated and available in your HealthHaven dashboard under "Past Stays." The receipt includes the property name, dates of stay, nightly rate, service fees, taxes, and the total amount charged. You can download the receipt as a PDF or have it emailed directly to the address of your choice.

For reimbursement conversations, HealthHaven can provide an "Insurance Documentation" packet with an itemized invoice and lodging details. Medical-necessity letters, diagnosis or procedure codes, coverage decisions, and claim instructions must come from your provider, payer, sponsor, or assistance program.

If you have questions about a past charge, need an updated receipt, or want to dispute a fee, visit your booking details page and select "Billing Support." Our billing team typically responds within one business day and can issue adjustments or provide additional documentation as needed.