Step-by-Step Setup Guide
Follow these steps to create your first Property Upsell
1) Navigate to the Properties page and select "property setup" for the listing that you would like to offer an upsell:
2) Next, navigate to the property upsells page and select + add New Upsell
3) Fill Out the Upsell Form (Best Practices)
Keep the upsell name clear and focused on benefits. For example, use 'Mid-Stay Cleaning Service' instead of a generic label like 'Clean Option #1'.
Write 2-3 sentences that highlight the main benefit, details of what is included, and why guests appreciate it.
Describe what makes each package unique, such as 'Basic Clean' versus 'Deep Clean with Laundry'. Offer simple pricing like '$75' or ranges like '$50-100'. Specify currency.
Specify the billing unit, such as 'Per Service', 'Per Night', 'Per Stay', or 'Per Person'.
Include trigger keywords or situations, frequency limits, tone guidance, pricing information, and booking instructions. Define when to cease mentioning the upsell.
Include a step-by-step booking process, payment methods, and confirmation details. Provide URLs or email addresses for booking. Be sure to keep in mind OTA payment collection restrictions (you can instruct HostBuddy to handle payment requests differently based on the guest OTA - ex. Airbnb vs VRBO).
Specify available days and hours, lead time, any seasonal limitations, and approval requirements. Use auto-approvals when possible for higher conversions.
Stating lead time required for confirmation, like 'Book 48 hours in advance', sets clear expectations for guests.
Choose an icon that visually represents your service to make it easily recognizable when scrolling through your property upsell page
4) Save & Deploy to Other Properties (click then pen icon when hovering over the upsell tile). Select properties that you would like to offer the upsell at!
5) Configure General Upsell Settings: To ensure your AI presents your upsell naturally and avoids sounding "salesy," configure the General Upsell Settings. This is where you define your sales philosophy and approach for all upsells on this property.
Upsells should always be offered in the following structure:
1. If there is any opportunity to present the upsell, start by casually informing them of what the offer is.
2. If they send a response expressing interest, then send next steps.
A few ground rules:
Never send payment requests, links or any next steps until a guest has expressed interest in the initial presentation of the offer.
When mentioning upsells, always prioritize guest experience over sales. Present options as helpful recommendations, not as sales pitches.
Always aim to match the guests tone in communication to best align with their preferences in conversation.
Only mention each upsell once per reservation unless the guest brings it up again.
If a guest declines, respect their decision and don't push. Focus on how the upsell enhances their stay or solves a problem they've mentioned.
Keep the tone casual and consultative – as if you're a local friend suggesting something they might enjoy.
Never use high-pressure language like 'limited time,' 'don't miss out,' or 'act now.' Be mindful that some guests are budget-conscious, so frame upsells as optional enhancements, not must-haves.