Upsells

Use Upsells to sell early check-in and late check-out to guests, priced per time window. Guests buy them during pre-check-in in the Guest Portal (and, for late check-out, during the stay), pay through your connected billing account, and the change is written to the reservation in your PMS.

Overview

An upsell definition controls three things:

• What is offered — an early check-in or late check-out, with an internal name and a guest-facing name.

• When and at what price — one or more time ranges across the day, each with its own price.

• How it is confirmed — instantly on payment, or after your team approves the request.

Guests see the offer as part of registration, with the price for the time they request. Once purchased, the upsell appears on the reservation, in the inbox activity feed, and on the Pre-check-in card.

Where upsells fit in the Guest Journey. Upsells are configured here, once for the organisation. The Upsells step in each Guest Journey only switches the step on and links back to this page. An upsell is offered in a journey only when the journey's Guest facing currency matches the upsell's currency.

Opening Upsells

Go to Settings → Organization → Upsells. The overview shows one card per upsell with its Active / Inactive badge, the visibility badges (Before stay, During stay, After stay), a Needs approval icon where relevant, and a Price timeline of the configured time ranges.

Viewing this page requires the upsells read permission; editing requires upsells edit. See Users.

Creating an upsell

1

Step 1 — Pick the upsell type

Click Add Upsell. On What would you like to add?, choose a type:

Type	What it does
Early check-in	Let guests arrive before the standard check-in time.
Late check-out	Let guests stay past the standard check-out time.

Tiles for Extra night, Parking, Pet fee and Breakfast are shown with a Coming soon badge and can't be selected yet.

You can have one upsell of each type per property. If a property is already linked to an early check-in upsell, you'll see Properties already linked when you try to add another.

2

Step 2 — Name it and choose where it applies

In the left panel:

Field	What it does
Internal name	The name your team sees in Guestway. Required.
Guest-facing name	The name shown to guests in the Guest Portal. Required.
Description	Optional text shown to guests under the name.
Guest facing currency	The currency guests are charged in. Must match the guest journeys that should offer this upsell.
Properties	The listings, multi-units or complexes this upsell is offered on. Select at least one.
When guests can buy	Before check-in, During stay or After check-out. Early check-in is always Before check-in; late check-out can also be bought During stay.

Tip: open the editor from the Upsells step of a guest journey (Create a new upsell) and the currency and linked properties are prefilled from that journey. A toast reads Guest journey applied.

3

Step 3 — Decide how requests are confirmed

Toggle	On	Off
Enabled	Guests can purchase this upsell.	The upsell is saved but not offered.
Needs approval	The request must be approved by your team before it is confirmed. The guest pays first and the request shows as Awaiting review.	Guests book instantly without approval.
Auto-refund on decline (shown when Needs approval is on)	The guest is refunded automatically when you decline.	Declining keeps the payment; the status reads Declined (no refund).

4

Step 4 — Set time-based pricing

Under Pricing → Available times, build the timeline of when guests can request the upsell and what each window costs.

• Click Add time range to add a range. New upsells start with one range from 11:00 to 15:00 at price 0.

• Drag a range to move it, drag its edge to resize it, or use the − / + buttons to nudge an edge in 15-minute steps.

• Type the price for each range in the row below the timeline.

• Hover a segment to read €X from HH:MM up to HH:MM.

• Click the bin icon (Remove range) to delete a range.

Rule	Detail
Ranges must be connected	Adjacent ranges share an edge, so moving one moves its neighbour. If a gap appears you'll see Time ranges must be connected before you can save. and Save stays disabled.
Maximum five ranges	At the cap the hint reads Maximum of 5 time ranges. Remove one to add another.
Full day	The timeline covers 00:00 to 00:00. When there's no room left: Timeline is full. Shrink a range to add another.

A typical early check-in setup: 11:00–13:00 at a higher price, 13:00–15:00 at a lower price, standard check-in from 15:00. The guest picks their arrival time and sees the price for that window.

5

Step 5 — Sync the charge to your PMS

Still in the Pricing card, turn on Sync to PMS folio to write the charge to the guest's bill in your property system after payment.

Option	What it does
VAT percentage	Tax rate included on the synced charge (0–100).
Sync as bill line	Adds a bill line for the amount on the folio, then records the guest's payment.
Sync as service template	Applies a Service Template, which adds the folio line for you and records the payment.

Click Create (or Save). A toast confirms Upsell created.

Readiness check

The alert at the top of the editor validates your setup before guests can buy:

Check	Requirement	How to fix
Billing account	A connected, usable billing account.	Fix opens Settings → Billing.
PMS folio capabilities	Your PMS must support syncing payments and charges to the folio and applying check-in/out changes.	Shown per PMS; if unsupported, the upsell is sold but not written to the PMS.
Guest journeys	Lists journeys whose Guest facing currency doesn't match this upsell — those journeys won't offer it.	View opens the journey to change its currency.

Click Re-check after fixing an item. The alert reads Upsell setup ready when everything passes.

Handling requests

Open the reservation (Inbox → Reservation tab, or the Reservation Panel) and expand Upsells (n). Each request shows Definition, Requested time, Price, Requested on and a status:

Status	Meaning
In basket	Added by the guest, not yet paid.
Awaiting payment	Guest is at the payment step.
Awaiting review	Paid; waiting for your Approve / Decline.
Purchased	Paid and confirmed.
Declined (refund) / Declined (no refund)	Declined by your team, with or without a refund.
Cancelled by guest	The guest withdrew the request.
Reverted	The purchase was undone.

Click Approve or Decline on a request marked Awaiting review. Approved by / Declined by records who acted.

Hover the calendar icon on the reservation for Upsell availabilities — how many early check-ins and late check-outs are already booked on the arrival and departure day, so you can judge whether to approve another.

Every change also appears in the conversation as an activity item — see Unified AI Inbox.

Tips

💡 Academy Tip — use Needs approval for early check-in only when turnover is tight. Instant confirmation converts better. Turn on approval where the cleaning window is short and keep Auto-refund on decline on so declines don't create refund tickets.

💡 Academy Tip — price the earliest window highest. Guests self-select: a steep 09:00–11:00 price and a modest 13:00–15:00 price captures both the guest who must arrive early and the one who'd just like to.

Related

• Guest Journey — enable the Upsells step in the pre-check-in and check-in phases.

• Guest Portal — where guests buy upsells.

• Unified AI Inbox — approve requests and read upsell activity.

• Billing — the billing account that collects upsell payments.