Upsells: services and room upgrades

Upsells are paid add-ons to a stay: late check-out, early check-in, breakfast, transfer, a better room. The front desk sees them in the reservation card, and the guest sees them too — when booking on the website, before arrival and during the stay. The server checks the price and availability at the moment of sale, and the amount goes to the room bill.

Who: the hotel owner or administrator (the offer catalog), front desk staff (selling and removing), “Hotel money” (the report). The location's business type must be "Hotel".

Turn on upsells and create offers#

Upsells are off by default: while they are off, nothing changes for guests or reservations.

Open Rooms → the Hotel settings window → the Stay rules section, the Upsell offers block.
Turn on Offer upsells.
Select Add ready-made set — “Late check-out”, “Early check-in”, “Breakfast”, “Transfer” and “Room upgrade” appear. Adjust the prices or select New offer to create your own.
Save. “Offers saved” appears.

Offer fields#

Field	What it sets
What we offer	“Late check-out”, “Early check-in”, “Room upgrade” or “Service”
Offer is active	An inactive offer is kept but not shown to guests or at the front desk
Name for the guest, Description	Text per language (Text language)
Code	Latin letters, digits and “-”; cannot be changed after saving
Price and Amount	“Fixed amount”, “Per night”, “Per guest”; for early check-in and late check-out — “From check-in/check-out settings”; for an upgrade — also “Rate difference”
When to offer	“When booking”, “Before arrival”, “During the stay”, “On the last day”
Check-in from / Check-out until	Early check-in and late check-out hours — within the window from the check-in and check-out settings
Upgrade to	The higher room type
Who sees it	“Nights from”, “Guests from”, “Guests up to”, “Only for room types”, “Do not offer with meal plan” (for example, do not offer breakfast to guests who already have it in their rate)

The How the guest sees it block shows a sample price. The catalog holds up to 40 offers; reorder them with Move up and Move down.

Not every kind can be offered at every stage: early check-in only when booking and before arrival, an upgrade only before arrival.

Emails with offers#

In the same block:

Offer in the “check-in tomorrow” email — the pre-arrival email gets a block of offers with a link;
“Check-out tomorrow” email with offers — a separate email with late check-out and last-day services. This is a marketing email: it goes only to guests who agreed to the hotel's mailings, with an unsubscribe link.

Sell from the front desk#

Open the reservation in the reservations calendar. The card has the Offer block with the reservation stage.
On the offer you need, select Sell.
“Sold: {name}” appears. If the guest is not checked in yet — “Sold: {name} — will be charged at check-in”.

Offers that do not fit the reservation are grouped under Not suitable (N) with a reason: “the room is not free”, “no free room of the target type”, “too few nights”, “meal plan already includes it” and so on.

If the price has changed meanwhile, you see “The price has changed: now {price}.” and a Sell at {price} button — the system does not sell at the old price.

What the guest sees#

The guest buys on their own, without the front desk, in four places:

Where	What they see
Booking on the hotel website	The Add to your stay step: extras are paid together with the booking and added to the room bill
After the pre-arrival form	Make your stay more comfortable
“My room” (with a stay pass)	The For you section
A link from the “check-in tomorrow” or “check-out tomorrow” email	Extras for your stay

Buying takes two taps: Add → Confirm · {amount}. Then the guest sees “Added — on your room bill” or “Added — we'll put it on your room bill at check-in”. If the price has changed — “The price has changed: {amount}. Add at the new price?”. If the room is already taken or it is too late — “Not available right now — the room is taken or it's too late. Please ask the front desk.”

To see “For you” in My room, the guest must connect their device — see Stay pass.

Room upgrade#

Only before arrival: during the stay the room can be changed with a room move at the front desk.
The server checks that the higher type is free for all nights of the reservation; if the reservation is already assigned to a specific room — that there is a free room of the higher type.
After the purchase the reservation type changes, and the night prices of the previous type are frozen so that check-in does not re-price the nights at the higher type on top of the surcharge.

How a purchase reaches the bill#

The guest is checked in — the amount immediately becomes a line on the stay bill (status “In the folio”).
The guest is not checked in yet — the purchase waits with the status “At check-in” and is posted to the bill at check-in.
Early check-in and late check-out are posted as the reservation's stay service — there is no second line.
Extras chosen when booking on the website are part of the booking amount: the deposit and prepayment are calculated from the whole booking.

Remove a purchase#

In the reservation card, in the Purchased list, select Remove on the purchase.
Enter Reason (stays in the log) — a purchase cannot be removed without a reason.
“Purchase removed” appears. If the amount was already on the bill, the line is reversed.

You can remove a purchase with the status “At check-in” or “In the folio”. Removing an upgrade does not restore the previous room type — if needed, move the guest at the front desk. Money the guest has already paid is refunded by the register in the usual way.

Upsell report#

📊 Reports → the Upsells tab (“Upsells: impressions, purchases, revenue”):

Choose From month and To month (no more than 12 months) and select Refresh.
The Funnel by stage and By offer tables: impressions, purchases, conversion, revenue, “In the folio” and “At check-in”.
Below — Upsell revenue per sold room-night.

An impression is counted once a day per reservation and place (front desk or guest). Removed purchases are not included in revenue. The report is available to the hotel administrator and to “Hotel money”.

Not available yet#

Upgrades during the stay — only a room move at the front desk.
Online payment of an extra bought after booking: it goes to the room bill. The guest can pay the bill online with the bill-balance payment link or during online check-out.
Selling catalog items (spa, tours) as upsells — they are ordered as a regular order charged to the room.
Closing the room's sale on the departure day to other channels when late check-out is sold: the system only refuses to sell late check-out if someone is already arriving in the room.

Stay pass and guest device access
Messaging a guest about their stay — confirming a purchase through the AI concierge
Guest message templates and rules
Direct booking on the website
Working with hotel bookings
Hotel: Rooms, PMS and Guest Service

FAQ#

Can I sell late check-out if another guest arrives in the room tomorrow?#

No. The server checks that nobody arrives in this room on the departure day; otherwise the offer goes to “Not suitable” with the reason “the room is not free”.

What happens if the price changed while the guest was deciding?#

The purchase does not go through at the old price. The guest sees the new price and can confirm it; the front desk can select “Sell at {price}”.

The guest bought breakfast before arrival. When does it reach the bill?#

At check-in. Until then the purchase is visible in the reservation card with the status “At check-in”.

Why doesn't the guest see any offers?#

Upsells are off, the offer's “Offer is active” box is cleared, the reservation is at a different stage, or the reservation does not match the “Who sees it” conditions.

Can the previous room type be restored after removing an upgrade?#

Removing reverses the surcharge but does not change the reservation type. To return the room, use a room move at the front desk.