When your guests purchase upsells through the Guest Portal, Hospitable handles the payment processing, fees, and payouts on your behalf. This article covers how upsell payments work, when you'll receive your payout, and how to troubleshoot common questions.
How Are Upsell Payments Handled?
Guests must complete payment for the upsell at the time of purchase via the Guest Portal. Once payment is processed, the upsell is confirmed. Hospitable takes care of handling payments and applicable taxes - just like with Direct bookings.
Updating your upsell pricing only applies to future purchases, it does not retroactively change the price for upsells that guests have already bought.
How Do I Receive Upsell Payouts?
You will receive your payout on your bank account based on what your assignment is. It may be on a property level or on a product level.
Property Level:
On Settings → Payments & Payouts → Bank Accounts, click to Edit and assign the property to an account and it will be where your payouts will be sent to unless a different assignment is made on a product level.
Product Level:
On Guest Experience → Guest Portal → Upsells, click the product and on the Bank Account section, assign the account where you want it to be paid out.
You can track these payments in Payout History, where they will appear as Upcoming before being finalized.
When Are Upsells Paid Out?
Upsell payouts are initiated based on the reservation's check-in date and when the upsell was purchased:
Check-in date is in the future: The payout is released 24 hours after the check-in date.
Check-in date has already passed: The payout is released 24 hours after the upsell is purchased.
When Will the Funds Arrive in My Account?
After the payout is released, it typically takes 3–5 business days for the funds to reach your account. Once completed, the payout status will update to Paid in Payout History.
Upsell Payout Computation
All upsells are subject to taxes, which are added to the price your guest pays. A host service fee of 7% is deducted from the total amount the guest paid. This fee covers payment processing costs.
Example: If a guest purchases a $100 upsell, your payout would be $93 ($100 minus the 7% fee).
How to Access Your Upsell Payout History
Go to Settings → Payouts.
Locate your designated payout account.
Tap on Payout History to see a detailed breakdown of reservations that included upsell payments, including reservation codes for reference.
If specific upsells (such as early check-in or late check-out) don't appear as line items in a reservation's financial summary, you can still find the expected payouts by visiting Settings → Payouts → Payout History.
Refunding an Upsell
Upsell refunds can only be processed by the Hospitable support team. Hosts cannot currently refund upsells through the Hospitable UI — a self-service option is planned for a future release.
How to request an upsell refund:
Open a conversation with Hospitable support through the in-app chat (you're already talking to us if you see this in the chatbot).
Provide the following details:
The reservation code
Which upsell needs to be refunded (e.g., pool heating, early check-in)
The reason for the refund
The support team will process the refund, typically within the same business day.
After the refund is processed:
The guest can expect the funds to appear within 3–5 business days, depending on their original payment method.
Your payout will be adjusted accordingly — if the payout has already been sent, the refund amount is deducted from your next payout.
You will receive confirmation from the support team once the refund has been successfully processed.
What to tell your guest while waiting:
If your guest asks about the refund status, you can let them know:
The refund has been submitted to Hospitable support.
Once processed, it typically takes 3–5 business days for the funds to appear, depending on the bank or card issuer.
If they don't see the refund after 5 business days, they should contact their bank.
Does this work for all booking channels?
Yes. The upsell refund process is the same whether the reservation came from Airbnb, Vrbo, Booking.com, or a Direct booking. All upsell refunds are processed by Hospitable support regardless of channel.
Troubleshooting
I haven't received my upsell payout yet
If it has been more than 5 business days since check-in (or since purchase, if the guest had already checked in) and you haven't received the payout:
Confirm that you have a payout method connected under Settings → Payouts.
Check your Payout History to see if the payout shows as processed or pending.
Verify the booking wasn't cancelled — cancelled bookings do not generate upsell payouts.
If your payout shows as Failed or Returned
In some cases, a payout may have been initiated but was rejected by your bank. This can happen when:
Your bank account was closed or deactivated after it was originally set up.
The bank rejected the transfer due to incorrect account details (e.g., wrong account number or routing number).
There is a currency mismatch between the payout currency and your bank account's accepted currency.
Your bank flagged the incoming transfer for compliance or verification reasons.
Important: Failed upsell payouts are not automatically retried. You will need to resolve the underlying issue and then contact support to have the payout re-initiated.
What to do:
Check your bank account details. Make sure the bank account linked to your payouts is still active and can accept incoming transfers.
Update your bank account if needed. Go to your payout settings and verify or update the bank account assigned to the affected property or properties. Bank accounts can be assigned at the property level (Settings → Payments & Payouts → Bank Accounts) or at the product level (Guest Experience → Guest Portal → Upsells → select product → Bank Account).
Contact support. Once your bank details are confirmed, reach out to our support team so we can re-process the failed payout. Please include:
The property or properties affected
The approximate date(s) of the failed payout(s)
Whether you have already updated your bank account
Multiple upsell payouts failed across several properties? This usually points to an issue with the bank account shared across those properties. Check whether the affected properties all use the same bank account and update it if necessary. Then contact support with the full list of affected properties so all outstanding payouts can be re-queued.
Note: Your upsell payout funds are not lost when a payout fails. They are held until the issue is resolved and the payout is successfully re-processed.
Why is my payout amount less than expected?
Hospitable applies a 7% host service fee to all upsell transactions. The amount shown in your Payout History reflects the net amount after this fee.
I don't see any payout history for my upsells
If your Payout History is empty, check that:
At least one guest has actually completed a purchase (not just viewed the upsell offer).
The guest's check-in date has passed (payouts are not initiated before check-in for future bookings).
Your payout method is set up and verified under Settings → Payouts.
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