Extras guests order themselves

You don't have to sell every extra over the counter. Guests can order for themselves in two places — as offers inside online check-in, and by asking the AI guest assistant — and either way the order lands on their booking like any other line: it's priced, added to their balance, and flows through to the statement and the invoice with nothing for you to do.

Offers during online check-in

Your check-in flow can include an upsell step: a short set of offers the guest sees while they're already confirming details and paying — dinghy hire, parking, a breakfast hamper. You choose which extras to offer when you build the flow, so guests only ever see what you've decided to put in front of them. See editing your flow.

An offer can charge the extra's normal catalogue price, or a flat price by length of stay — hire at one price for a two-to-three-night stay and another for a week, say. Whatever the guest picks is added to the booking on the spot and included in the balance they pay before arrival. If they go back and change their selection, the new choice replaces the old one — they're never charged twice.

On the booking, each of these lines is marked as added during online check-in, so you can always tell a guest's own order from one your team entered.

Through the AI guest assistant

If you've switched on the AI assistant for guests, a guest can simply ask — "can we add kayak hire for Saturday?" — and the assistant adds the extra to their booking, marked as added via the assistant. See the AI assistant for guests.

The assistant only ever offers extras you've marked as guest-facing. Staff-only items — internal charges, billing lines — never surface, no matter what a guest asks for.

You stay in control of the shelf

What guests can buy is decided in your catalogue and your flow, not by the guest. Every extra starts staff-only until you flip its guest-facing switch, and check-in offers are hand-picked when you build the flow. See build your extras catalogue.

After the order

A guest-ordered extra behaves exactly like one your team added: it sits on the booking's Extras tab, counts toward the balance, appears on the statement and the Xero invoice already coded, and — if the extra is linked to a task template — raises the job automatically. See extras that create staff jobs.

Troubleshooting

A guest ordered something by mistake

Remove the line from the booking's Extras tab like any other extra — the balance adjusts straight away, and any pending job it raised is cancelled with it. See add extras to a booking.

Why can't guests see one of my extras?

Its guest-facing switch is off, or it isn't among the offers in your check-in flow. New extras start staff-only on purpose — publish the ones you want guests to buy.