Upsell Request Process

Once you have upsells set up for your guests to request, you will need to understand how to approve or decline these requests. The process uses the Charge Detail Sheet — a unified view of the charge, payment status, and available actions.

How Upsell Requests Work

1. Guest requests an upsell in the portal

When requesting a paid upsell, the guest enters their card information and the payment provider places an authorization hold on their card. This reserves the funds without charging them, so you can approve or deny the request without incurring unnecessary fees.

When requesting a paid upsell

2. You receive a notification

Notifications are configured on each upsell under Settings > Portals > Upsells. You can choose to receive notifications by email, SMS, or Slack. The message includes a link directly to the upsell request.

Notification example

3. Open the charge to review details

Navigate to the reservation and open the Charges & Payments section. Click the charge to open the Charge Detail Sheet, where you can see the payment details, card information, and amount authorized.

To Approve a Request

1. Change the stage to Approved

In the Charge Detail Sheet, select Approved from the Stage dropdown. If the payment has an authorization hold, you will be prompted to capture the payment.

Select Approved under Status

2. Capture the payment

Click Capture to charge the full authorized amount. To capture a different amount, enter a custom amount in the capture dialog.

Capture payment dialog

3. Fulfill the upsell

Take the appropriate action to deliver what the guest requested:

For Early Check-in or Late Check-out, update the reservation’s check-in or check-out time. This automatically adjusts any lock code schedules.
For other upsells, complete the required preparation or delivery.

4. Mark as Delivered

Change the stage to Delivered to complete the workflow.

5. (Optional) Notify the guest

Guests see a notification in their portal, but you may also want to message them directly through your PMS or messaging platform.

To Deny a Request

1. Change the stage to Denied

In the Charge Detail Sheet, select Denied from the Stage dropdown. The authorization hold on the guest’s card is automatically released — no funds are collected.

Change status to Declined

2. Notify the guest

Go to your PMS or guest messaging platform and inform the guest that their request cannot be fulfilled.

Managing Charges & Payments — Full guide to capturing, refunding, and releasing payments
Creating Upsells — Set up upsells and choose a payment provider
Managing Guest Fees — Add and manage one-off service fees