Upsells Feature

The Upsells feature is a revenue optimization and guest experience management system that enables you to offer, track, and fulfill premium add-on services for your guests. It streamlines the process of managing special guest requests like early check-ins, late checkouts, and mid-stay cleaning services.

Core Capabilities

1. Upsell Request Management

The Upsells page displays all guest upsell requests in a centralized dashboard with:

Table View Columns

• Property: The property associated with the request (color-coded for easy identification)
• Reservation: Check-in and check-out dates for the reservation
• Request Type: The type of upsell being requested (Early Check-in, Late Check-out, or Midstay Cleaning)

Key Features

• Search functionality: Find requests by property name, reservation dates, or request type
• Intelligent search: Exact match prioritization, partial matching, and relevance scoring
• Sortable columns: Click headers to sort by any column
• Infinite scroll: Loads 50 requests at a time with automatic pagination
• Export capability: Download request data as CSV (planned feature)

Supported Upsell Types

The system supports three primary upsell categories:

1. Early Check-In

• Allows guests to check in before standard time
• Requires coordination with cleaning schedule
• Customizable instructions for staff

2. Late Check-Out

• Extends guest checkout time beyond standard hours
• May affect cleaning and next guest check-in
• Customizable handling instructions

3. Midstay Cleaning

• Additional cleaning during extended stays
• Scheduled when guest is not present
• Coordinated with housekeeping team

User Workflows

Creating Upsell Requests

You can manually create upsell requests with the following process:

1. Select Property: Choose from available properties
2. Select Request Type: Early Check-in, Late Check-out, or Midstay Cleaning
3. Select Reservation: Choose from active reservations for the selected property
   • Reservations are sorted by year (newest first), then by date within year
   • Shows check-in and checkout dates with times
   • Only displays active reservations
4. Submit Request: System creates a concierge item to track the request

Request Format

• Each upsell is stored as a concierge item with type upsell.{request_type}
• Contains property ID, reservation ID, and request type in metadata
• Subject line auto-generates (e.g., "Early Check-In for May 15-20, 2025 at Beach House")

Editing Upsell Requests

• Click any row in the table to view/edit the request
• Modify property, reservation, or request type
• Mark requests as done when fulfilled
• Updates are saved as concierge item updates

Managing Upsell Settings

The Upsell Settings page allows customization of default instructions for each upsell type:

Configurable Instructions

• Early Check-in Instructions: Default message for early check-in handling
  • Default: "Please confirm that cleaning will be completed in time for the requested early check-in."
• Late Check-out Instructions: Default guidance for late checkout
  • Default: "Please ensure the guest understands that late check-out may affect the cleaning schedule."
• Midstay Cleaning Instructions: Guidelines for mid-stay cleans
  • Default: "Please schedule the mid-stay clean at a time when the guest will not be present."

Settings Storage

Saved as client metadata with keys:

• upsell_early_checkin_instructions
• upsell_late_checkout_instructions
• upsell_midstay_clean_instructions

Accessible across the system via static methods

Integration & Automation

Onboarding Flow

New users are guided through initial setup:

1. What to Offer: Select which upsells to enable
   • Early check-in (with automated handling)
   • Late check-out (with automated handling)
   • Mid-stay cleaning (with automated handling)
2. How Guests Request: Choose request channels
   • Digital guidebook
   • PMS (Property Management System)
   • Direct on platform (Airbnb, VRBO, etc.)
3. Integration Setup: Creates concierge task for manual setup completion

Integration Partners

The "Integrate" feature connects with third-party upsell providers:

How It Works

• System fetches available integration partners from source types
• Filters partners by category: "Upsells"
• Displays partners with logos and names
• Click partner to initiate integration setup
• Setup completed within 1 business day
• Once integrated, upsell requests are automatically processed

Integration Benefits

• Automatic upsell request capture from booking channels
• Real-time synchronization with PMS systems
• Automated pricing and availability management
• Reduced manual data entry

User Interface Features

Desktop Experience

• Search bar: Real-time filtering with clear button
• Action buttons:
  • "Add Upsell": Create manual upsell request
  • "Upsell Settings": Configure default instructions
  • "Integrate": Connect with integration partners
• Export button: Download data as CSV
• Right-side panel: All actions open in slide-out panel for efficient workflow

Mobile Experience

• Touch-optimized: Full-screen navigation
• Search bar: Quick filtering of requests
• Add button: Floating action to create upsells
• Full-page navigation: Each action opens as new screen

Advanced Search Features

• Debounced search: 300ms delay prevents excessive filtering
• Multi-field search: Searches property names, reservation dates, request types, and IDs
• Relevance scoring:
  • Exact matches: 100 points
  • Starts with search term: 50 points
  • Contains search term: 25 points
• Keyboard shortcuts: ESC key clears search and blurs input
• Clear button: One-click search reset

Technical Integration Points

Data Structure

Upsells are stored as concierge items with type: upsell.{type}

Metadata includes:

• request_data.body: Contains property, reservation, and requestType
• components: Stores subject, status, and last_update_at
• Linked to properties and reservations via IDs

Caching Strategy

• Property names cached to reduce API calls
• Reservation data cached for performance
• Cache persists during session

API Endpoints

• Fetches concierge items filtered by type: early_checkin, late_checkout, midstay_cleaning
• Supports pagination (50 items per page)
• Updates via concierge item update endpoint

Key Benefits

• Revenue Generation: Easy upsell management drives additional income
• Guest Satisfaction: Streamlined request handling improves guest experience
• Operational Efficiency: Centralized tracking reduces missed requests
• Staff Coordination: Clear instructions ensure consistent service delivery
• Automation Ready: Integration support enables hands-off processing
• Multi-property Support: Manage upsells across entire portfolio
• Real-time Visibility: See all pending, approved, and completed requests
• Customizable: Tailor instructions to your operational needs

Common Use Cases

Property Manager with Multiple Listings

• Views all upsell requests across properties in one dashboard
• Filters by specific property to focus on individual units
• Configures property-specific instructions via settings

Short-term Rental Host

• Manually creates upsell requests when guests contact directly
• Marks requests as done after fulfillment
• Exports data for revenue tracking and analysis

Vacation Rental Company

• Integrates with PMS to automatically capture upsell requests
• Sets standard operating procedures via instruction settings
• Coordinates with cleaning and maintenance teams through concierge system

This feature is accessed via the main navigation menu (labeled "Upsells") and is designed for property managers, hosts, and operations teams who want to maximize revenue while delivering exceptional guest experiences.