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.
How Do I Receive Upsell Payouts?
Upsell payments are sent to the payout method you've selected under Direct → Payout Methods in your Hospitable account.
You can track these payments in Payout History, where they will appear as Upcoming before being finalized.
[Suggested: Screenshot showing Payout History with an upsell payout in "Upcoming" status]
[Image alt text: A screenshot of the Payout History page in Hospitable showing an upsell payout with "Upcoming" status]
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. If you need to refund an upsell, contact support and include:
The reservation code
Which upsell needs to be refunded
The reason for the refund
The team will process the refund and adjust your payout accordingly.
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.
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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