Upsell Requests are currently in Beta
Some upsells - like early check-in, or custom upsells may require your approval before they’re confirmed and charged to your guest. Here’s how the Upsell Request process works for both you and your guests.
Setting Up an Upsell Request
When creating or editing an upsell, you can choose to enable:
Requires approval – Guests must submit a request that you’ll manually approve or deny.
Ask guest to add a note – You can customize a note prompt (e.g., “What time does your flight arrive?”) for guests to complete at checkout.
These settings are configured on a per-upsell basis when creating or editing a product.
📌 Note: At this time, upsell requests are only supported through the Guest Portal (not during Direct Booking checkout).
Guest Experience
When a guest selects an upsell that requires approval:
They’ll see a “Pending host approval” tag in their cart and checkout summary.
They can complete checkout and pay for their full upsell order (including any requested items).
After payment, confirmed items will be marked with a ✅ and requested items will show as “Pending host approval” in their Guest Portal.
Host Experience
As the host, you’ll see a notification in the Inbox (thread view) for any pending upsell requests.
You'll see:
A sticky card at the bottom of the thread prompting you to take action.
A breakdown of all requested, purchased, and denied upsells for that reservation.
You can choose to:
✅ Approve the request – the upsell is confirmed, the guest is charged, and reservation details (e.g., check-in time) update automatically if applicable.
❌ Deny the request – the item is removed from the reservation, and the guest is notified in their Guest Portal. No charge is made for denied items.
What Guests See After You Take Action
The Guest Portal reflects all updates in real time:
Approved items are confirmed and charged. An email will also be sent to the guest for each item that is approved.
Denied items are marked and labeled as denied. An email will also be sent to the guest for each item that is denied, and the paid amount for that item will be returned to the payment method used during checkout.
Guests can see which requests are still pending and view past decisions on earlier orders.
Expiration of Requests
If you don’t take action:
All upsell requests will automatically expire after 72 hours.
Expired requests are automatically declined, and guests are refunded for those items.
💡 You will receive reminders via email and push notifications 24 & 48 hours before pending requests expire.
Multiple Upsell Orders
Guests can make multiple upsell purchases across different sessions. Each new set of requested upsells will appear in a separate “order” in your thread view, allowing you to approve/deny items individually.
Best Practices
We recommend clearly naming your upsells and including descriptions so guests know what to expect.
Use the note field when you need custom input (e.g., shuttle times, dietary preferences).
Approve or deny requests promptly so guests have clarity before their stay.