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Store & upsells
Selling extras, guest purchases, getting paid and the platform fee.
Setting it up
How do I add extras my guests can buy?
Open Store & upsells and go into Extras & requests. Write each item once — name, type, price, photo — and tick which properties offer it. A new item is created live on every property, so untick any it does not apply to.
How do I get paid for the extras guests buy?
Open Settings, then Payout account, and press Connect payouts. That sends you to Stripe to set up your bank details. Until it is connected guests can only send requests — they cannot pay you by card.
How it works
What is the difference between a paid extra and a free request?
The Type box on each item decides it. A paid item charges the card straight away; an approval item waits for your yes and then emails a payment link; a free request is just a message to you; and an information card has no button at all.
What does QuietStay take from a store sale?
Stripe's card-processing fees plus QuietStay's 2% platform fee come off each sale; the rest is paid out to you. The 2% sits on top of Stripe's fees rather than coming out of them.
A guest has bought or asked for an extra — what do I do?
Open Store & upsells, then Guest purchases. Anything showing requested, paid, accepted or awaiting payment sits under "Needs you now". Accept, decline or mark it fulfilled, and the guest is emailed automatically.
What are the QuietStay tools in Store & upsells, and what do they cost?
They are add-ons on your own account, not things guests buy: AI reply packs from £2 a month, Guest list & discount code £1 per property a month, What's On £2 per property a month, and SMS bundles from £4 a month. Each is off until you switch it on, and bills from day one.
When it goes wrong
"Could not start payout setup"
Stripe would not open the onboarding link, so nothing changed. Open Settings, then Payout account, and press Connect payouts again. If it keeps failing, reply to any email from QuietStay and we will look at the account.
A guest says "That didn't go through" when they tried to pay
The card checkout could not be created, so nothing was charged. Check the item is still live and has a price, and that your payout account is connected, then ask the guest to try again — or take the order yourself from Guest purchases.
"Refund failed — try again in the Stripe dashboard"
Stripe rejected the refund, so no money moved and the order goes back to paid. Press Refund once more; if it fails again, refund the payment from your own Stripe dashboard and reply to any email from QuietStay so we can correct the status here.
"Order updated, but the guest email didn't send — let them know directly"
Your accept or decline was saved on the order, so the status in Guest purchases is right. Only the email telling the guest failed. Message them yourself on the channel you booked through, then carry on as normal.
What guests see
What does my shop look like to a guest?
Guests get a "Make your stay easier" section in the guidebook, with your items grouped by the moment of the stay. Each card shows a photo, the price or "Free", and a link reading Order, Request, Ask your host or Let your host know, depending on the item's type.
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