Configure Cloudbeds Guest Experience Upsell Products, Categories and Design

Introduction

Cloudbeds Guest Experience Upsell allows you to offer guests additional products and services through an online store. You can organize products into categories, configure offers, customize the storefront, and manage settings that affect purchases and order processing.

If your property is connected to Cloudbeds PMS, existing items and categories can synchronize automatically with Upsell. You can also create products and categories directly in Guest Experience.

This guide walks you through the configuration process, from preparing your product catalog to reviewing the guest-facing store.

Cloudbeds offers solutions for lodging businesses of different sizes and needs. To learn more about available packages, contact our dedicated team or visit our Pricing Guide. 

Table of Contents

• Step 1: Manage categories
• Step 2: Manage products
• Step 3: Customize the Upsell Store
• Step 4: Configure offers
• Step 5: Configure order notifications
• Step 6: Review Upsell settings
• Verify your Upsell Store configuration

Step 1: Manage Categories

Categories help organize products and services in your Upsell Store, making it easier for guests to find what they want to purchase.

If your property uses Cloudbeds PMS, categories configured there automatically synchronize with Guest Experience Upsell. You can also create additional categories manually when needed.

Create Categories Manually

To add a category directly in Guest Experience:

1. Open Cloudbeds Guest Experience and select the Upsell tab in the top navigation bar.
2. Go to Categories.
3. Click in the upper-right corner.
4. Complete the Category Details:
   • Title: Enter the category name.
   • Description: Describe the products or services included.
   • Image: Add an image to represent the category.
5. Click Create to save the category.

The following image shows the category creation form.

Step 2: Manage Products

Products represent the items or services guests can purchase through your Upsell Store.

You can populate your product catalog in two ways:

• Automatically from Cloudbeds PMS: Items configured in Cloudbeds PMS synchronize with Upsell, including supported changes to their product information.
• Manually in Guest Experience: Create and manage products directly in Upsell without relying on PMS synchronization.

Review the relevant options below to manage your products, configure taxes and fees, and add translations.

Automatically Synchronize Products from Cloudbeds PMS

When Cloudbeds PMS is connected to Guest Experience, items from Items & Services synchronize with the Upsell product catalog.

The initial synchronization for a new property runs on demand. Subsequent synchronizations run automatically on a recurring schedule.

How Product Synchronization Works

• New items: Items created in Cloudbeds PMS are added to Upsell as inactive products.
• Updated items: Changes to supported product information in Cloudbeds PMS are automatically reflected in Upsell.
• Removed items: Removing an item from Cloudbeds PMS automatically deactivates its corresponding Upsell product.

Which Product Details Are Synchronized?

Cloudbeds PMS is the source of information for the following fields on synchronized products:

• Product name
• Description
• SKU
• Price
• Category

Update these details in Cloudbeds PMS rather than Upsell. Subsequent synchronizations update the corresponding product information in Guest Experience.

The following information is not overwritten during normal synchronization:

• Product images
• The active or inactive status of existing products, unless the corresponding PMS item is removed
• Products created manually in Upsell

Review and Activate Synchronized Products

Once products have synchronized from Cloudbeds PMS, review them before making them available to guests.

1. Open Cloudbeds Guest Experience and go to Upsell > Products.
2. Locate the product synchronized from Cloudbeds PMS.
3. Review the product name, description, SKU, price, and category. If any of these details need to change, update the corresponding item in Cloudbeds PMS.
4. Add a product image and review any additional Upsell-specific settings as needed.
5. Enable the product to activate it once ready to be offered to guests.
6. Add the product to the appropriate offer.
7. Check the guest-facing experience to confirm that the product appears as expected.

Create Products Manually

You can create products directly in Cloudbeds Guest Experience when you want to offer an item or service that is not managed through Cloudbeds PMS synchronization.

Products created manually in Upsell are not affected by automatic synchronization with Cloudbeds PMS.

1. Open Cloudbeds Guest Experience and go to Upsell > Products.
2. Click in the upper-right corner.
3. Complete the relevant Product Information fields:
   • Name
   • SKU
   • Description
   • Quantity
   • Delivery Fee
   • Tax Class
   • Availability
   • Images
   • Pricing
   • Category
   • Modifiers
   • Offers
4. Review the product information and click Create.

The following image shows the product creation form.

Configure Cloudbeds Taxes & Fees

Upsell products can use the taxes and fees already configured in Cloudbeds instead of relying on a single Upsell tax percentage.

This allows you to apply multiple taxes and fees to the same product. For example, a product can include an 8% sales tax and a 5% service fee.

Guests see applicable taxes and fees itemized during checkout, in the Digital Check-in cart, and on their receipt. When an order is posted to the Cloudbeds PMS folio, applicable taxes and fees are also posted as separate lines using the names configured in Cloudbeds.

Set Up Cloudbeds Taxes & Fees

1. Open Cloudbeds Guest Experience and go to Upsell > Settings.
2. Locate the Cloudbeds Taxes & Fees card.
3. Review the available tax and fee configuration options.
4. Assign the appropriate taxes and fees to your products.
5. Review the configuration before enabling the feature.

The following image shows the Cloudbeds Taxes & Fees settings card.

From this section, you can:

• Assign Cloudbeds taxes and fees to individual Upsell products.
• Apply a set of taxes and fees to all active products at once.
• Select default taxes and fees for products created later.
• Choose which Cloudbeds fee applies to delivery.

Review and Enable Cloudbeds Taxes & Fees

Before enabling the feature, use the readiness checklist to track how many Upsell products you have reviewed.

Once you have reviewed the product tax and fee configuration, enable Cloudbeds Taxes & Fees to begin using the new setup for Upsell products.

Add Product Translations

Cloudbeds Guest Experience Upsell supports product translations for up to 29 languages. This allows guests to select their preferred language when viewing the Upsell storefront.

To configure translations for a product:

1. Open Cloudbeds Guest Experience and go to Upsell > Products.
2. Open the product options and select the edit option .
3. Open the Translations tab .
4. Enable the toggle for the language you want to configure.
5. Enter the translated product information.
6. Click Save.

The following image shows the product translation settings.

Guests can select their preferred language using the language drop-down menu in the Upsell Store.

Step 3: Customize the Upsell Store

The Design section controls how your Upsell Store is presented to guests.

Use these settings to align the storefront with your property's branding and customize the information displayed during the guest experience.

1. Open Cloudbeds Guest Experience and go to Upsell > Design.
2. Review the available Theme settings.
3. Configure the options relevant to your property:
   • Company Name or Logo: Add your company name or upload a logo.
   • Display Announcement: Enable or disable the announcement display.
   • Display in Checkout: Enable or disable the corresponding checkout display.
   • Header: Customize the storefront header.
   • Button Text: Customize the text displayed on the relevant button.
4. Review the storefront design after making your changes.

The following image shows the available design settings.

Step 4: Configure Offers

Offers determine where and how products become available to guests in the Upsell experience.

After creating or synchronizing your products and categories, configure the appropriate offers so guests can purchase the intended products and services.

Add Products to Offers

1. Open Cloudbeds Guest Experience and go to Upsell > Offers.
2. Open an existing offer or create a new offer for the intended guest experience.
3. Select the products you want to include.
4. For synchronized products, confirm that they have been activated.
5. Review the offer configuration and save your changes.
6. Open the guest-facing Upsell Store and confirm that the products appear where expected.

Step 5: Configure Order Notifications

Order notifications are messages sent to guests after they place an Upsell order.

Cloudbeds Guest Experience provides default order notifications. These default messages cannot be edited, but you can create custom notifications and disable the defaults when you want to use your own messaging.

1. Open Cloudbeds Guest Experience and go to Upsell > Order Notifications.
2. Review the available default notifications.
3. If you need different messaging, create a custom order notification and configure its content.
4. Disable the default notification you want to replace to avoid sending both versions.
5. Review the active notifications before accepting guest orders.

Step 6: Review Upsell Settings

The Settings section contains configuration options that affect how your Upsell Store processes orders, payments, and applicable taxes and fees.

Open Cloudbeds Guest Experience and go to Upsell > Settings to review the available options.

For detailed instructions on specific integrations and payment-related workflows, refer to:

• Cloudbeds Guest Experience Integration - Stripe for Upsell Connection Guide: Learn how to connect Stripe for Upsell payments.
• Cloudbeds Guest Experience - Post to Folio Integration With Cloudbeds PMS Reservations: Learn about posting Upsell orders to Cloudbeds PMS reservations.

To configure product taxes and fees, return to Configure Cloudbeds Taxes & Fees.

Offer Guests the Option to Leave a Tip

If you want guests to leave a gratuity for your staff, you can consider offering a dedicated tipping product in the Upsell Store.

A separate product can make the option more visible and allow you to add a description explaining its purpose. For example, you could name the product Staff Appreciation or Gratuity.

Verify Your Upsell Store Configuration

After completing the setup, review the guest-facing Upsell Store to confirm that the configuration works as expected.

Use the following checklist before making your products and offers available to guests:

• Categories: Confirm that the categories are organized correctly and include the intended products.
• Products: Review product descriptions, images, pricing, availability, and active status.
• Synchronized products: Confirm that new products imported from Cloudbeds PMS have been reviewed and activated where appropriate.
• Taxes and fees: Check the applicable configuration and verify the amounts displayed during checkout.
• Translations: Confirm that enabled translations appear correctly when guests select another language.
• Store design: Review the branding, header, and other visible storefront elements.
• Offers: Verify that active products appear in the intended guest-facing offers.
• Order notifications: Review which default and custom notifications are active.
• Payments and order processing: Review the applicable integration settings before accepting purchases.

Once these checks are complete, your Upsell Store is ready for the guest purchasing workflows supported by your configuration.

Next Operational Step

Now that your Upsell Store is configured, continue to manage your Upsell orders and review how guest purchases are handled in Cloudbeds Guest Experience.