Sell extras and services through the Guest Guide

Guests who have already booked can order breakfast, parking, a late check-out, or any other add-on straight from their Guest Guide. You switch the extras section on in the guide's settings; the items themselves come from the Additional Items list you maintain in your Booking Engine.

Before you start

You need both of these before extras can appear in the guide:

• The Guest Guide is enabled for your account: set-up-your-guest-guide.
• Your extras exist as Additional Items in Configuration > Booking Engine > Accommodation settings, set to Optional and visible to the Guest Guide: offer-extras-and-upsells.

One item list serves the booking flow and the guide

There is no separate extras catalog for the Guest Guide. The Additional Items you create in the Booking Engine are offered in two places: as add-ons while a guest books, and as bookable extras in the Guest Guide after booking. Each item's visibility setting controls where it shows, and required items are charged at booking and never appear in the guide. The Guest Guide side of the switch, below, only shows or hides the section; it does not create items.

Steps

1. Open Experience > Guest Guide.
2. In the Features list, activate Additional Items.
3. Tick the display time periods in which guests can order: Before arrival, During stay, or After checkout.
4. Click Preview and check that the extras section lists your items with the right prices.

What happens when a guest orders an extra

The guest picks the item in their guide and confirms the order. Guests can pay a Guest Guide order through Stripe (credit card) or by invoice; PayPal is not offered in the guide, even when it is active on your Booking Engine.

You receive an email and a push notification for the order, as long as Orders is enabled in your notification settings. The guest sees an order confirmation page in the browser but gets no automatic confirmation email, so send a short message yourself when the guest needs the order confirmed in writing.

On the booking, Payment Details gains a new line marked via Guest app, with the status Requested, and the booking total increases by the order amount. Requested means Smoobu has recorded the order, not collected the money: you collect the payment from the guest, for example with a payment link or together with the guest's next payment: stripe-payment-link-and-remaining-balance.

Check it worked

Open the Guest Guide of a booking (a test booking works well) and order an item: the booking's Payment Details shows a new via Guest app line with the status Requested and the increased total, and you receive the order notification.

Common problems

Your extras don't show up in the Guest Guide

Work through these checks: the Additional Items feature is activated in the Guest Guide settings, and its display time period matches where the guest currently is in their stay; the item's visibility in the Booking Engine is All or Guest Guide, not Booking System only; the item is Optional, because required items never appear in the guide; and the item applies to the booking's property. The item settings are explained in offer-extras-and-upsells.

A guest ordered an extra, but no money arrived

Open the booking's Payment Details and check the order's line. The status Requested means the order is recorded, not collected. Collect the amount from the guest, for example by sending a payment link or by adding it to the remaining balance: stripe-payment-link-and-remaining-balance.

Related articles

• offer-extras-and-upsells
• set-up-your-guest-guide
• stripe-payment-link-and-remaining-balance

Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

• Your Smoobu User ID (in the profile-icon menu, top right).
• The property name or ID, if it's about one property.
• The Booking ID, if it's about one booking (Bookings, then View more).
• The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
• A short step-by-step: what you did, what you expected, and what happened.
• Screenshots or a short screen recording of the problem.
• Your browser and operating system, if something looks wrong on screen.