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.
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.
For Host, Professional, and Mogul Plans
A 7% service fee is applied to each transaction. For example, if a guest purchases a $100 upsell, your payout will be $93 after the fee.
Applicable taxes are managed the same way as Direct Premium bookings.
For Essentials Plans Only
A 10% service fee is added to each transaction. For example, if a guest purchases a $100 upsell, your payout will be $90 after the fee.
Applicable taxes are managed the same way as Direct Premium bookings.
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.
If early check-in or late check-out upsells don't appear as line items in a reservation's financial summary, you can still find the expected payouts in Settings → Payouts → Payout History.
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.
Also note: cancelled reservations do not generate upsell payouts. If you're expecting a payout for a reservation that was later cancelled, that's why it's missing from your history.
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. 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 less than expected?
Hospitable deducts a 7% host service fee (10% for Essentials) from all upsell transactions. For example, if a guest pays $100 for an upsell, your payout will be $93. The amount shown in Settings → Payouts → Payout History always reflects this net amount after the fee.
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.
For full details on refund eligibility, how to request a refund, and what to expect, see the dedicated guide: Upsell Refunds: How to Request a Refund for Any Reason.