If you can’t see a Room Upgrade or Service deal in the Front Desk Upselling (FDU) interface, work through the checks below.
1. Confirm the deal is configured for Front Desk Upselling
Follow the standard configuration guidelines for Front Desk Upselling deals: Configuration of FDU deals
Make sure the Enabled for Front Desk Upselling toggle is turned on for the deal.
If the deal is not enabled on a 2‑way connection, the 2‑way connection is disabled, or the deal is not mapped properly, Oaky will show a warning banner on the deal, for example:
“Front Desk Upselling is not supported for this deal – This deal is not enabled with 2‑way / 2‑way is not enabled / The deal is not mapped properly.”
When you see this banner, review the 2‑way connection and mapping steps in sections 2 and 3 below.
2. Check time‑based restrictions and stay timing
Upsell offers might have time‑based or stay‑based restrictions that prevent them from showing in FDU:
Early Check‑In or similar offers may only be visible before a certain time/day (e.g., before arrival).
Services must be available during at least part of the guest’s stay to appear.
FDU is not available at checkout, because PMS billing requirements prevent checkout‑stage upsells from being processed.
Adjust these settings on the deal if the current reservation does not meet the configured timing.
3. Verify the 2‑way connection between Oaky and the PMS
Go to Hotel Settings > Integrations in the Oaky dashboard.
Click on the name of the PMS integration.
Confirm that:
The Last Reservation Created/Updated columns are green and show a current date.
The Get Reservations toggle is ON.
If either the status indicators are red/outdated or Get Reservations is off, the 2‑way connection is not working correctly and deals may not appear in FDU.
4. Ensure Room Upgrades and Services are enabled and mapped on the 2‑way connection
Still on the Hotel Settings > Integrations page:
Click the PMS integration and scroll down to the 2‑way mapping section.
Confirm that:
2-Way Room Upgrade is ON and the Oaky Room Upgrade product is mapped to the correct PMS product.
2-Way Service is ON and each Oaky Service is mapped to its corresponding PMS product and charging type.
If Room Upgrades or Services are not enabled or not mapped correctly, the related deals will not be eligible for FDU and the warning banner mentioned above will be shown.
👉 Example (Mews integration):
The screenshot below shows Get Reservations enabled, 2-Way Room Upgrade and 2-Way Service toggles set to ON, and Oaky deals correctly mapped to Mews products:
5. Service‑specific visibility rules
For Services, all of the following must be true for the deal to appear on FDU:
The Service is enabled for Front Desk Upselling.
The Service is enabled on a 2‑way connection and mapped to a PMS product (see section 4).
Pre‑stay / In‑stay availability toggles:
Pre‑stay controls visibility before arrival.
In‑stay controls visibility during the guest’s stay.
If both Pre‑stay and In‑stay are disabled, Oaky will display a warning such as “Deal unavailable for requests – This deal will not be available for the guests as the Pre‑stay and In‑stay availabilities are turned off.” In this case, the deal will not appear anywhere, including FDU.
For FDU‑only availability, keep at least In‑stay enabled.
Example of Pre‑stay/In‑stay availability warning:
6. Additional availability and segmentation checks
The following Availability options on a deal also impact visibility for specific reservations:
Weekly availability
Seasonal availability
Blocked dates
Segmentation
If a reservation does not match these rules, the deal will not be eligible for FDU.
📚 Key Takeaways for Maximizing Upsell Visibility
Enable Early Check‑In as an in‑stay deal to ensure arrival‑day visibility in FDU.
Keep at least one of the Pre‑stay or In‑stay toggles enabled on Services; for FDU‑only deals, enable In‑stay.
Regularly review weekly/seasonal availability, blocked dates, and segments to ensure target reservations match the deal’s rules.
Ensure the 2‑way connection is active, and that Room Upgrades and Services are enabled and mapped on the integration.
Remember that upsells are not available during checkout due to PMS billing limitations.
For more resources, visit the Oaky Integrations page in the Help Centre.