TIDY Concierge

Concierge

TIDY Concierge

The Concierge combines our AI agent with 24/7 humans to help.

AI can make mistakes. Please verify important information.

Upsells Feature

Happiness holds the offering catalog for each property. The Upsells page is the request queue where guest upsell requests are tracked and fulfilled — early check-in, late check-out, mid-stay cleaning, and the other offerings you make available.

Core Capabilities

1. Upsell Request Management

Open Revenue → Upsells to see all guest upsell requests in a centralized queue. Use Upsell Settings, Integrate, and Add Upsell from this page. The table includes:

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 — for example Early Check-in, Late Check-out, Midstay Cleaning, or another Happiness offering

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)

Happiness Offerings

Open Revenue → Happiness to manage the offering catalog for each property. The table shows Name, Allow Upsell, and Allow Comp. Search and a property selector help you find offerings and switch properties. Use Add Offering to add more.

Each offering can be sold as an upsell, given as a complimentary (comp), or both. Offerings include, for example:

  • Airport Pickup
  • Baby Gear Package
  • Birthday Bundle
  • Champagne in the Fridge
  • Early Check-In
  • Fresh Flowers
  • Grocery Stocking
  • Late Check-Out
  • Local Welcome Basket
  • Mid-Stay Cleaning

You can add others as well. Early check-in, late check-out, and mid-stay cleaning also appear as request types on the Upsells page, and they often need schedule coordination:

Early Check-In

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

Late Check-Out

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

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: Choose the offering — for example Early Check-in, Late Check-out, Midstay Cleaning, or another Happiness offering
  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

Staff can also record that a guest is doing an early check-in or a late check-out, so the stay and any related jobs stay accurate.

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 request types such as early check-in, late check-out, and mid-stay cleaning:

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 Happiness offerings to enable, including early check-in, late check-out, mid-stay cleaning, and other guest offerings
    • 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 request 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 for upsell requests, including early_checkin, late_checkout, midstay_cleaning, and other Happiness offering types
  • 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

Happiness is accessed under Revenue → Happiness. Guest upsell requests are tracked under Revenue → Upsells. Both are designed for property managers, hosts, and operations teams who want to maximize revenue while delivering exceptional guest experiences.