Sell Packages During Check-In

Quick Setup

Pick a package your PMS already sells, give it a guest-friendly name, and publish it. Most properties finish their first package in about 5 minutes.

This guide helps you offer extras — breakfast, late checkout, airport transfer — while a guest checks in. Guests add the extra to the same payment as their room, and AVA posts it back to your PMS.

Where to Find It

Settings → Check-In → Upsell Packages tab

Quick Reference

Setting	What It Controls	Guest Impact
Offer packages during check-in	Master on/off switch for the whole feature	Nothing appears during check-in while this is off
Guest-facing title	The name shown on the package card (60 characters)	Replaces the PMS package code guests would not understand
Guest-facing description	Short explanation under the title (180 characters)	Tells guests what is included
Package image	Photo shown on the package card	Makes the offer easier to recognise
Publish / Save draft	Whether guests can see the package	Only published packages are offered
Display order	The order packages appear in	Puts your best seller first
Refresh Package	Re-reads prices and availability from your PMS	Keeps quoted prices accurate

Before You Start

You need all four of these:

• A connected PMS that supports packages (see the table below)
• The package already created and active in your PMS — AVA never creates packages
• Payment collection turned on for check-in, either full payment or pre-authorisation
• Permission to edit check-in settings

Payment is required

Packages are offered as part of the room payment step. If check-in collects no payment, guests never reach the package screen. Set this up first at Settings → Payments.

Which PMS Support Packages

PMS	Packages during check-in	What AVA reads
Cloudbeds	✓ Supported	Add-ons and items, with PMS tax data
Opera	✓ Supported	All active packages, including rate-plan inclusions
Mews	✓ Supported	Products and rate inclusions
AVA PMS	✓ Supported	Entitlement definitions
eZee	❌ Not supported	—
Furama	❌ Not supported	—

Configure a Package

1. Go to Settings → Check-In and open the Upsell Packages tab

   ✓ AVA lists every active package it can read from your PMS

2. Find the package you want to sell — use the search box or the All / Published / Drafts / Not configured / Needs attention filters

3. Click Configure

4. Enter a Guest-facing title (up to 60 characters)

   Use plain language: Breakfast for your stay, not BRKFST-2A

5. Enter a Guest-facing description (up to 180 characters) explaining what is included

6. Add an optional Package image, or click to select one

   Accepted: PNG, JPEG, GIF, WebP, AVIF, or SVG, up to 5 MB

   If you skip the image, AVA still shows the package using its no-image card layout. To replace an image, click Remove image, then upload the new one.

7. Check the Guest preview panel on the right

8. Click Publish to make it live, or Save draft to keep working on it

The PMS still owns the price

You control the name, description, and picture. Price, tax, and whether the package is per person or per night all come from your PMS. AVA re-checks the price for each reservation before showing it.

AVA owns the guest presentation

This hotel-level setting changes how packages appear in AVA. It does not create, edit, or delete packages in your PMS.

Add Other Languages

The title and description fields have a tab for each language you have enabled at Settings → Essentials → Supported Languages.

1. Click a language tab above the Guest-facing title field
2. Enter the translated title and description
3. Click Publish

Guests see the text for the language they picked at check-in. If a translation is missing, they see the English text.

Turn Packages On

Configuring a package does not make it live on its own.

1. Turn on Offer packages during check-in at the top of the tab

2. Confirm at least one package shows the Published badge

   ✓ The green panel confirms which payment method the charges join

Change the toggle after switching PMS

Changing PMS can leave older published packages unavailable in the new catalogue.

You can still turn Offer packages during check-in on or off and save existing settings. AVA keeps those older offers stored for historical configuration.

AVA validates only packages newly changed to Published during that save. The current PMS must return a newly published package as active.

Set the Display Order

Use the Move up and Move down arrows on each published package. Guests see them in that order.

What Guests See

Packages appear after the guest confirms their room and before they pay:

1. The guest reaches the payment step of check-in
2. Enhance your stay opens, listing your published packages with prices
3. Anything already included in the guest's rate plan appears under Included with your stay Its value stays inside the room rate, while returned tax appears separately. This applies to every night of a multi-night stay. Guests cannot buy the same inclusion twice.
4. The guest taps Add on what they want, or Continue without extras
5. The billing summary shows the room balance plus the packages
6. The guest pays once — room and packages together

Guests booking several rooms

When a guest checks in more than one room, AVA shows a Quick add section that applies the same package to every eligible room at once. Customize individual rooms opens per-room control for anyone who wants it.

How Payment and PMS Posting Work

Step	What happens
Guest selects packages	AVA requests a fresh consolidated quote, including package tax, and holds it for 10 minutes
Guest pays	Package amounts and tax join the same payment or pre-authorisation as the room
Payment succeeds	AVA posts each package to the reservation in your PMS
PMS confirms	The package appears on the guest folio like any other charge

Prices expire after 10 minutes

If a guest leaves the screen open too long, they see "Package prices have expired. Please review your selection again." Their selection is re-quoted; no charge is made.

PMS-specific package behavior

PMS	What you should expect
Cloudbeds	Each item uses the tax-aware quote returned by Cloudbeds. Retry-safe posting prevents duplicate item charges.
Opera	Active packages can be offered, including packages already included by a rate plan. Included value stays in the room rate.
Mews	AVA quotes selected products and posts the payment as one consolidated amount.
AVA PMS	AVA uses its native package and payment support for the reservation.

Tax display can differ

AVA uses each PMS's returned quote and tax rules. The guest-facing total remains authoritative for that reservation.

Package Statuses

Badge	What it means	Do This
Published	Live and offered to guests	Nothing
Draft	Configured but hidden from guests	Open it and click Publish
Not configured	Read from your PMS, no guest-facing text yet	Click Configure and add a title
Needs attention	AVA cannot safely offer it — see below	Follow the fix in the next section

Troubleshooting

Guests never see the package screen

What you see: Check-in completes without offering any package.

Check:

• Offer packages during check-in is turned on
• At least one package shows the Published badge
• Check-in collects payment — full payment or pre-authorisation
• The package is not already included in the guest's rate plan
• The package is available for that reservation's dates and guest count in your PMS

"Couldn't retrieve the latest package information"

What you see: A warning banner, and your saved packages show Availability not verified.

Fix:

1. Check your PMS connection at Settings → Essentials
2. Return to the Upsell Packages tab
3. Click Refresh Package

Your saved configuration is never lost while the catalogue is unreachable. You can still change the master toggle, edit existing text, and save drafts.

You cannot publish a new package until AVA confirms it exists in the current PMS catalogue.

"This package is no longer available in the source catalogue"

What you see: A configured package is flagged Needs attention.

Why it happens: The package was deleted or deactivated in your PMS, or you connected a different PMS.

Fix:

1. Re-create or re-activate the package in your PMS, then click Refresh Package, or
2. Open the package in AVA and click Remove configuration

"This source package is marked as unsuitable for sale"

What you see: A package cannot be published.

Why it happens: Its name or description in your PMS contains "do not use". These are usually internal or test records.

Fix: Rename it in your PMS if it is genuinely sellable, then click Refresh Package.

A package shows a price but guests cannot add it

What you see: The card is greyed out during check-in.

Why it happens: AVA only sells a package when the PMS returns a complete price — amount, unit price, quantity, and currency. Anything missing makes it read-only rather than guessing a price.

Fix: Check the package's pricing setup in your PMS for the affected rate plan and dates.

The guest paid but the package is not on the folio

What you see: Payment succeeded, no package charge in the PMS.

Fix:

1. Refresh the reservation in your PMS — posting can take a few seconds
2. If it is still missing, post the package manually in your PMS
3. Contact support with the confirmation number and the time of payment

Do not re-charge the guest

The payment already covers the package. Post it manually in the PMS rather than asking the guest to pay again.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Packages stay on Needs attention after a refresh
• ❌ Paid packages do not reach your PMS
• ❌ A price shown to guests does not match your PMS

Helpful to include:

• The package code and confirmation number
• A screenshot of the Upsell Packages tab
• The time the guest checked in

Related Guides

• Payments
• Check-In Policy
• Supported Languages