Once you have Upsells set up for your guests to request you'll need to understand how to approve or decline these requests. The process is simple and continuously improving, find the steps below.
How upsell requests work
1. Guests request an upsell in their portal
When requesting a paid upsell, they will be asked to enter card information and pre-authorize the payment. This will only put a hold on their card, that way if you decide to deny the request you aren't paying unnecessary Stripe fees.
2. You'll receive a notification
These notifications are set on each individual upsell in Portal settings > Upsells. You can choose to have notifications sent by text, email, or Slack. This message will include a link directly to the upsell request.
Note: you can set up more specific Slack messages for upsells using Workflows
3. Open the request to review the details & determine if you will approve or decline the request
To approve a request:
1. Select Approved under Status
2. Capture Stripe payment in the pop-up screen
Alternatively, if you don't want to capture the full amount, select Actions > Capture and you can enter a different amount here:
3. Take any specific action to fulfill the upsell
For Early Check-in or Late Check-out, go to the reservation and update the Check-in or Check-out time to reflect the new time. This will automatically change any lock code schedules.
4. (Optional) Go to your PMS to send a message to the guest that this was approved
You can open your PMS direct from the upsell request. Guests will see a notification in their Portal, but it's a good idea to also inform them directly!
To deny a request:
1. Change status to Declined
