Everything you need to know about how Hospitable handles payments and payouts for upsells — including timing, bank account setup, failed payouts, and refunds.
How do payments work?
Hospitable handles the full payment process for upsell purchases. A 7% service fee is added to each transaction, and applicable taxes are managed the same way as Direct Premium bookings.
Apple Pay and Google Pay are supported for upsell purchases across all booking platforms.
Pricing changes are not retroactive — if you update an upsell's price, only future purchases use the new price. Already-purchased upsells keep their original price.
When will I receive my payout?
Payout timing depends on when the guest made the purchase:
Purchased before check-in: payout is released on the check-in date + 24 hours.
Purchased after check-in has passed: payout is released from the purchase date + 24 hours.
Once released, funds typically arrive in your bank account within 3–5 business days. You can track the status in Settings → Payouts → Payout History, where payouts move from Upcoming to Paid.
How do I set up or change my payout account?
Payout accounts can be assigned at two levels — the product level always takes priority over the property level:
Property level: Settings → Payments & Payouts → Bank Accounts → assign the property to an account.
Product level: Guest Experience → Guest Portal → Upsells → select the product → Bank Account.
The currency of your upsell must match the currency of the payout account and all properties linked to that upsell. Supported currencies are USD, GBP, and AUD. Upsells in unsupported currencies (e.g. EUR, CAD) will not be shown to guests in the Guest Portal.
My payout history is empty — what should I check?
Confirm that at least one guest has completed a purchase (not just viewed the upsell).
If the booking is in the future, check in has not yet passed — payouts for future bookings are released at check-in + 24 hours.
Verify that a payout method is connected under Settings → Payouts.
Why did my payout fail or get returned?
Failed or returned payouts are not automatically retried. Common causes include:
Bank account closed or deactivated
Incorrect account or routing number
Currency mismatch between the upsell and the payout account
Bank compliance hold
To resolve: update your bank account details in Settings → Payouts, then contact our Support team to re-initiate the payout. If multiple properties are affected, a shared bank account that needs updating is usually the cause.
How do refunds work?
Cancelling a reservation does not automatically refund upsell purchases. When a reservation is cancelled, only the booking amount is refunded per the cancellation policy — upsell charges must be refunded separately.
This applies equally to Direct, Airbnb, and Vrbo bookings.
How to issue a refund depends on the booking type:
Direct bookings: you can refund self-serve using Send or Request Money in the reservation inbox.
OTA bookings (Airbnb, Vrbo, etc.): contact Hospitable Support to process the refund manually.
After Support processes a refund, the guest receives funds within 5–10 business days depending on their payment method. If your payout for that purchase has already been sent, the refund amount will be deducted from your next payout.
When contacting Support for a refund, please have the following ready:
Reservation code
Upsell name
Amount to refund
Reason for the refund
Cancellation date (if applicable)
Whether the upsell was fulfilled before the cancellation
Note: Already-fulfilled upsells (for example, pool heating that was delivered before a cancellation) may be partially or fully non-refundable depending on the circumstances.