Once the upsells have been configured, the guest sees these options directly in their guest space.
Examples:
- Early check-in
- Custom option
Make a request
Conditions
In addition to the upsells rule settings, for late check-out and early check-in, the button to make a request automatically appears in the guest space only when the reservation meets the following conditions:
Early check-in criteria for reservations
Classic reservation, not cancelled
No pending or approved early check-in request exists for the reservation
The previous cleaning mission is completed and its checklist has been filled ( if selected)
No extra mission is scheduled before check-in
Late check-out criteria for reservations
Classic reservation, not cancelled
No pending or approved late check-out request exists for the reservation
The next reservation does not start on the check-out day
No extra mission is scheduled after the departure time on the same day
Guest request
The guest makes the upsell request from:
Booking > Manage
Extras > Additionnal services
Pre check-in form success page
Payment success page
Request status
Once the request has been submitted, the guest can track its status:
- Pending approval
- Approved
They can also cancel their request.
If they cancel their request or if it is refused by a staff user, the status disappears from their guest space. They can then resubmit a request if necessary.
Manage a request
Access the request
If you selected the manual approval, when the guest has made an upsell request, you must accept or refuse it.
There are several ways to access it.
Mailbox
A note is automatically added to the guest conversation for the corresponding reservation. You can manage the request by clicking on its ID.
Reservation page
An alert is automatically added to the corresponding reservation details page. You can manage the request by clicking on its ID.
Request pages
You can find a list of all upsells requests on the requests page.
From the main menu, go to Reservations > Upselling.
Go to the Requests tab.
You can use the filters at the top of the page to refine the results.
You can manage the request by clicking on its ID.
Accept the request
Approve the request
Once on the request page, you can:
- Add a comment, if necessary (for internal use only)
- Approve the request
Charge the guest
After approving the request, according to the upsell rules settings:
- you will be redirected to the payment link creation page
- the payment link will be automatically created at the set rate
The payment link is not automatically sent to the guest; you will need to send it manually, or the guest will need to pay from their guest space.
After payment
Once payment has been made, the guest can find their payment receipt in their guest space.
Then, for early check-in and late check-out:
- the arrival and/or departure times are updated
- the corresponding missions are updated
- for properties with self-check-in and smart key management, the validity of the code is updated. If the SELF_CHECK-IN guest notification has already been sent, the update notification will be sent
- the calendar will be blocked for the night before check-in or the night after check-out (the block will mention the upsell)
Decline the request
Once on the request page, you can:
- Add a comment, if necessary (for internal use only)
- Decline the request
Request status
The request status is updated automatically:
| Status | Meaning |
| New | The guest has submitted the request, but it has not yet been processed by the staff user. |
| Pending | The guest has submitted the request, the user has approved the request, and the guest's payment is pending. |
| Approved | The guest has submitted the request, the user has approved the request, the guest's payment is being processed. |
| Cancelled | The guest made the request and canceled it |
| Declined | The guest made the request, the staff user declined the request |
Offer upsells of yourself
You can proactively offer upsells:
- if the guest makes a request by phone or message
- without waiting for the guest to make a request from their guest space
Eligible reservations page
You can find all reservations that are eligible for an upsell on the eligible reservations page
From the main menu, go to Reservation > Upselling
Go to the Eligible reservations tab
You can use the filters at the top of the page to refine the results
From the Actions column > ...
You can create an upsell.
You will be redirected to the payment link creation page.
The following steps are the same as when you approve a request.
Reservation details page
From the reservation details page, go to the Upselling section.
You can see if all the conditions are met to qualify for an upsell.