When a guest purchases an upsell (such as pool heating, early check-in, or a welcome basket) and the associated reservation is later cancelled, the upsell charge is not automatically refunded. This article explains how upsell refunds work and what to do if you need one.
Do upsells get automatically refunded when a reservation is cancelled?
No. When a reservation is cancelled, upsell charges are not automatically cancelled or refunded. Hosts need to contact Hospitable support to request a refund for any upsells associated with the cancelled reservation.
Coming soon: We plan to add the option for hosts to refund upsells directly from the Hospitable UI, so you won't need to contact support in the future.
How to request an upsell refund
Open a conversation with Hospitable support through the in-app chat or by emailing support.
Provide the following details:
The reservation ID or guest name
The upsell that was purchased
The reason for the refund (e.g., reservation cancelled)
The support team will process the refund and confirm once complete.
What to Have Ready When Requesting an Upsell Refund
To speed up the refund process, have the following information ready when you contact support:
Reservation code (e.g., HMKPYQCTZA)
The specific upsell purchased (e.g., pool heating, early check-in, late checkout)
The amount charged for the upsell
Whether the reservation has been cancelled and the cancellation date
Whether the upsell service was delivered before the cancellation
Providing all of this upfront helps our support team process your refund in a single interaction, typically within one business day.
Refund timeline
Once the support team processes the refund, the guest can expect the funds to appear within 5–10 business days, depending on the original payment method.
Does this apply to all channels?
Yes. Upsell refund behavior is the same across all channels — Direct, Airbnb, and Vrbo. Regardless of the booking source, upsell refunds must be requested through Hospitable support and follow the same 5–10 business day timeline.
What if the upsell was already fulfilled?
If the upsell service was already delivered before the reservation was cancelled (for example, pool heating was activated before the guest cancelled), the refund may be partial or not applicable. Contact support to discuss your specific situation.
FAQ
Can I refund an upsell myself without contacting support?
Not currently — upsell refunds require manual processing by the support team. However, a self-service option is planned and will be available in the Hospitable UI soon.
What if the guest contacts me directly about the upsell refund?
Let them know you're working with Hospitable support to process the refund. Once submitted, the refund typically takes 5–10 business days to appear.
Is the process different for Airbnb, Vrbo, or Direct bookings?
No. Upsell refunds work the same way regardless of the booking channel.
How long does it take for support to process an upsell refund?
Once you submit your request with all the required details (reservation code, upsell name, and amount), the support team typically processes the refund within 1 business day. The guest will then see the funds returned within 5–10 business days depending on their payment method.
The reservation was cancelled — why wasn't my upsell automatically refunded?
Currently, upsell charges and reservation charges are processed separately. When a reservation is cancelled, only the booking amount is refunded according to your cancellation policy. Upsell charges remain in place until a refund is manually requested through support. This is because some upsells may have already been fulfilled (e.g., pool was heated before the guest cancelled), and the refund eligibility depends on the specific situation. A self-service option for upsell refunds is planned for the future.