Learn how to add and manage custom fees and upsells for listings and how they affect guest pricing and reservation totals.

Custom Fees & Upsells

Create your custom fees

• Custom Fees are a way to upsell via these different ways: Direct reservations, Booking Engine, Guest Portal, and Online Check-in form
• Custom Fees can also appear in Vrbo if using the Vrbo API connection
• If you would like to apply additional fees to other OTA's, you will need to have your guests pay for custom fees via the Guest Portal
• Hostaway does not include taxes on upsells from other channels. Due to the diverse nature of taxes received from other channels, taxes applied to upsells must be manually added. Read more about Taxes behaviour with upsells
• Any extra charges or fees required for Airbnb should be requested through Airbnb Host Support.

Set up your Custom Fees to Upsell

1. Go to your Hostaway Dashboard > Listing > Edit > Price & Fees

2. Scroll down until you find Custom Fees > + Add Upsell

3. The description field doesn’t have any limitation for length or character count. Also, it doesn’t have formatting options

4. Photos and videos are supported as media files. Don't hesitate to get in touch with support to enable the feature for your account to add images

   • The photo's maximum file size is 2MB. JPG and PNG formats are accepted

   • The video’s maximum file size is 20MB. MP4 is accepted as a format

   • Only 5 media files can be uploaded for one upsell. If you try to upload more files, an error message will be shown

   • Photo and video width needs to be greater or equal to the height

   • The minimum width of the media file needs to be 1000px

5. Media files will be displayed in the same order as it is uploaded. There is no re-ordering option

   • If multiple files are added, after pressing save, the order can change because smaller files will be saved first

   • If order is important for you, it is better to add one by one and save each time

6. Upsells with no description or media files are not clickable in the Guest Portal or Booking Engine

This is an example of how upsells will look in the Guest Portal:

Good to know about purchasing extras

1. Guests can see and purchase extras in the Guest Portal

   • The listing must have a payment processor connected, or extras will not be shown in the portal

   • Upsells are not shown in the guest portal if an online check-in form needs to be filled out. When it is done, upsells will be visible again

2. Any tax/fee that applies to extra fees will be added to the reservation amount

3. Extras are charged immediately by credit card only, in a separate charge. This includes any applicable taxes/fees:

   • For a tax to be applied to an upsell, the tax should have been created before the reservation was created or the upsell was purchased

   • The tax settings applying to the listing at the moment of receiving the reservation will be the ones to apply (so if you change the settings, the results will be based on the existing ones at the reservation creation time)

4. A separate notification will notify you about extras purchased

5. All purchased extras will also be visible in your Financial Reporting

6. You can create an auto-task for an upsell. Sometimes you may need to create an auto-task after the guest has purchased an upsell so that you have a reminder to prepare the item. For that scenario, please follow the next steps:

   • Go to your Hostaway Dashboard > Tasks > Manage auto-tasks > Add auto-task
   • Choose a Task Title
   • Select event > Upsell added
   • Set up the Schedule, Details, Links & Attachments
   • Save Auto-task

Enable notifications when adding Extras via the Guest portal

If you have enabled the notifications for new reservations or modified reservations, then you should receive a notification when the extra is added.

Please refer to the help center article on how to Set up your notifications and User notifications