Set up add-ons and upsells in StayNTouch

The Maison concierge sells the extras you already have in StayNTouch. Set them up once in StayNTouch and they appear in the chat on their own — there is no list to keep in sync in Maison. This guide is for hotel staff; no technical knowledge is needed. For connecting the PMS itself, see the StayNTouch integration page.

What upsells and add-ons are

Both let the hotel earn more per stay by offering guests something extra. The difference is what you sell.

Before you start

You need a StayNTouch login with Settings (Hotel Admin) access. If you do not see Settings in the left menu, ask your manager to grant it.

Have this ready for each item you want to sell:

• Name guests will see (for example “Farm-fresh Breakfast”)
• Short description (one or two sentences)
• Price in USD
• How it is charged: per adult, per child, per person, flat, or per room
• How often: every night, first night only, every week, or last night
• Charge code from your finance team (for example 5005 - Breakfast). This tells accounting where the money goes.
• Photo, 960 × 600 pixels (optional, but sells better)

Part 1: Create an add-on

This creates the item (for example breakfast) so staff, guests and the Maison chat can sell it.

1. 1

   Open the add-on list

   In Settings, click Rates on the left, then Add Ons. (Shortcut: Promos & Upsell → Upsell Add Ons → PMS Add Ons opens the same list.)

2. 2

   Click + Add New

   It is at the top of the list.

3. 3

   Fill in the left side, Add On Details

   • Name and Description: what the guest will read. Keep it short and appealing, and give every add-on a different name — two add-ons with the same name confuse guests.
   • Add-on Image: click Choose File and pick your 960 × 600 photo.
   • Optional: switch the language to Spanish and enter the translated name and description.
   • Tick Notify staff on guest purchase if someone must act on it (for example, set up a crib).
4. 4

   Fill in the right side, Add On Settings

   • From Date / To Date: leave blank to sell it all year, or set dates for a seasonal offer.
   • Charge Group: the category, for example Food & Beverage for breakfast or MISC Revenue for parking.
   • Charge Code: pick the code finance gave you, for example 5005 - Breakfast.
   • Amount: the price, numbers only (for example 40.00). Currency: USD.
   • Occupancy Type: Adult, Child, Person, Flat (one fixed price) or Room.
   • Post Type: Nightly, First Night, Every Week or Post on Last Night.
   • Week Days: untick days it should not be charged (leave all ticked for every day).
5. 5

   Leave the advanced boxes unticked

   Manual Posting Only, Consume next day, Common Areas and Exclude from Rate stay unticked unless finance asks for them.

6. 6

   Click Save Changes

   Back on the list, make sure the Active switch next to your add-on is green.

Show it to guests at check-in (upsell channels)

Creating the add-on lets staff and the Maison chat add it. To also offer it during online or kiosk check-in:

1. 1

   Go to Promos & Upsell → Upsell Add Ons

   Switch on where to offer add-ons: Check In using Guest Mobility Web and/or Check In using Guest Mobility Station.

2. 2

   Optional: alert staff

   Turn on Guest Mobility addon staff alert and enter staff emails separated by a semicolon (;).

3. 3

   Pick which add-ons appear in each channel

   Use the Guest Mobility Add Ons and Kiosk Add Ons tabs at the top. Turn the Offer switch green to show an add-on, and drag the ✥ handle in the Sort column to put best-sellers first. Click Save Changes.

Part 2: Offer it in the Maison chat

Nothing to do — every active add-on in StayNTouch is offered in the chat within about five minutes of saving it, at the price and in the way (per stay, per night, per person) you set. Changing a price or adding a new extra works the same way: change it in StayNTouch and the chat follows.

What guests experience:

• While booking, a guest who asks for something you offer (“can I have a late checkout at 2pm?”) is quoted the price and the new total, and the extra is added to the reservation as soon as the booking is made — before the confirmation letter is sent.
• A guest with an existing booking can add extras after confirming the booking is theirs.
• The chat always says an extra is “a request the hotel confirms”; it never promises it is done. Your team confirms as usual in StayNTouch.
• Whether the add-on appears in your confirmation letter depends on your letter template in StayNTouch.

Part 3: Set up room upsells

Room upsells work in levels: Level 1 = standard rooms, Level 2 = better, Level 3 = best. You set the extra price per night to move a guest up. Room upsells are used by your staff and check-in channels; the Maison chat does not offer them yet.

1. 1

   Open Daily Upsell Setup

   In Settings, click Promos & Upsell → Upsell Rooms.

2. 2

   Place each room type in a level

   Under Daily Upsell Levels, drag each room type into the right column: Level 1 = standard rooms, Level 2 = better, Level 3 = best. A green tick means it is placed.

3. 3

   Set the extra price per night

   In the Day of Arrival box, turn Upsell Rooms on and enter the extra price per night for each jump — Level 1 to 2, Level 1 to 3, Level 2 to 3 (for example $40, $90, $50). Pick the Charge Code finance gave you for room upgrades. Fill the Include Day Before Arrival box the same way if you also want to offer upgrades the day before arrival.

4. 4

   Click Save Changes

   The same page also has Upsell Late Checkout and Upsell Early Checkin, which work the same way: switch on, set prices and times, pick a charge code, save.

Part 4: Check it works

Always test on a test reservation before telling the team it is live.

1. 1

   Open a test reservation's Stay Card

   ☰ menu → Front Desk → Find Reservation.

2. 2

   Check the add-on

   Next to Rates & Add Ons, click the orange Add-ons button. Your new add-on should be in the list with the right price. Add it, then check Bill & Charges shows the expected amount.

3. 3

   Check the room upsell

   Next to Room, click Upgrade. You should see the higher-level rooms with the extra price per night you set.

4. 4

   Check the Maison chat

   Open the chat on your website, start a booking, and ask “what extras do you offer?”. Your add-ons should be listed with their prices. Then say “add a late checkout” (or any add-on) and confirm the price and new total match StayNTouch.

5. 5

   Clean up

   Remove the test add-on and upgrade, or cancel the test reservation, so no real charges are left behind.

Tips and troubleshooting

Good habits

• Use a clear, tempting name and a real photo. “Farm-fresh Breakfast” sells better than “BKFST”.
• Don't delete old add-ons (red ✖); switch Active off instead, so past bills and reports stay correct.
• Change one thing at a time and test it before the next change.