---
title: "Significantly increase your revenue: Create and manage your additional services on Biloki"
description: Configure your additional services on Biloki, manage your guests’ orders and collect payment via Stripe - early check-in, transfers, breakfast and much more.
---
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October 17, 2026
# Significantly increase your revenue: Create and manage your additional services on Biloki
## Offer à la carte services to your guests directly from their guest guide - early check-in, massages, transfers and much more - and collect payment online via Stripe in a few clicks.
Additional services allow you to sell guests services on top of their stay: early check-in, late check-out, extra cleaning, airport transfer... The guest orders and pays from their guest guide, and the concierge tracks everything from Biloki.
**Accessing the module:**
In the sidebar, click on Additional services. The page contains two tabs:
- Category: your service catalogue, organised by category.
- Sales & requests: orders placed by your guests.
---
**Step 1 - Connect Stripe**
Guest payments go through Stripe. Without a connected Stripe account, no service can be sold.
1. Go to Additional services.
2. Click Connect Stripe, in the top right.
3. Follow the Stripe steps to completion.
💡 Money is paid into your bank account at the usual payout frequency of your Stripe account.
---
**Step 2 - Create a service**
1. Go to Additional services → Category tab.
2. Click New service, in the top right.
3. Fill in the fields:
- Category: Comfort & Flexibility, Practical Commodities, Mobility & Transport, Wellness & Experiences or Other.
- Service name: short and clear, for example “Late check-out”.
- Description: what the guest gets, for example “Departure until 14:00 instead of 11:00”.
- Price excl. VAT (€) and VAT rate: 0%, 2.1%, 5.5%, 10%, 20% or Custom.
- Pricing type: how the price is calculated (see the table below).
- Photos: a good photo encourages ordering.
- Properties concerned: tick the properties where the service will be offered. If you tick nothing, the service will not be offered in any property.
- Payment account: the Stripe account that will receive the money from sales of this service.
4. Set the options (see step 3).
5. Click Create service.
⚠️ Check the Stripe payment account used carefully before creating the service. If you have several Stripe accounts (for example one per company or one per owner), the money will go to the selected account. A wrong choice sends payments to the wrong bank account.
⚠️ If you add new properties to Biloki, remember to tick them in Properties concerned for each of your additional services. Otherwise, these services will not appear in the guest guide of the new properties.
Example: you add the property “Studio Vieux-Port”. For your guests to be able to order a late check-out there, go to Additional services → Category tab, click Edit on the “Late check-out” card, tick “Studio Vieux-Port” in Properties concerned, then save.
**Pricing types, with an example for each:**
| Pricing type | How the price is calculated | Example |
| --- | --- | --- |
| Fixed price per stay | A single price, regardless of the stay | Late check-out at €24: the guest pays €24 |
| Price per person | Price multiplied by the number of people chosen | Breakfast at €12 for 4 people: €48 |
| Price per day | Price multiplied by the number of days chosen | Bike hire at €15 for 3 days: €45 |
| Price per unit | Price multiplied by the quantity chosen | Bouquet of flowers at €25 ordered in 2 copies: €50 |
The fixed price suits services rendered once during the stay. The other three suit services whose price depends on the number of people, days or items.
Example: for an extra cleaning, enter €40 in Price excl. VAT with 20% VAT. Biloki displays “You receive €48.00”.
**How much you receive, how much the guest pays**
You receive the VAT-inclusive price of the service. Two fees are added on top and paid by the guest:
- Biloki service fee: 2.5% incl. VAT;
- Stripe payment fees, which vary depending on the country that issued the guest’s card (European or non-European card).
The guest sees the total price before paying in compliance with European standards.
Example: for a cleaning at €48.00 incl. VAT paid with a non-European card, the guest pays €48.00 + €1.20 incl. VAT Biloki fee + €1.91 Stripe fee, totalling €51.11. You receive €48.00.
---
**Step 3 - Set the service options**
**Minimum lead time before the stay to order this service**
By default, this setting is disabled and the guest can order until departure. Enable it to close orders after a certain lead time. Then choose a duration, a Unit (Minutes, Hours or Days) and a Lead time reference (Before arrival or Before departure).
Example: an early check-in set to 24 Hours - Before arrival. The guest can order it until the day before arrival, at the same time. After this deadline, the service appears greyed out in their guest guide with the message Not available.
**Cancellation policy for additional sales:**
This option sets what happens when a guest cancels an accepted order.
- Disabled: the service is non-refundable once accepted. The guest sees “Non-refundable” and cannot cancel.
- Enabled (recommended): you choose a Cancellation period in Hours or Days. This period is counted before the service date (the date the guest chooses when ordering from the guest guide). If the guest cancels before the end of this period, they are refunded automatically and immediately, without any action on your part.
Example: with a 24-hour period, a guest who chose 8 October at 18:00 for their cleaning can cancel until 7 October at 18:00. They are then refunded the amount paid, minus Stripe fees.
⚠️ When the guest cancels themselves, Stripe fees are not refunded: the refund is made without these fees.
⚠️ The cancellation policy applies as it was at the time of the order. If you enable or modify it afterwards, orders already placed are not affected. Set the cancellation policy when creating the service.
**Validation by the concierge**
- Enabled: the guest makes a request. Their card is pre-authorised: the amount is reserved but not yet charged. You accept or decline the request (see step 5). The card is only charged if you accept.
- Disabled: the order is confirmed and paid immediately, without your approval.
💡 Biloki recommends always enabling validation. Without validation, a guest can purchase a service that is impossible to provide.
**Service active**
When this setting is enabled, the service is visible to guests. Disable it to hide it without deleting it.
---
**Step 4 - Managing your catalogue**
In the Category tab, each service is displayed as a card with:
- Edit: change the price, description, properties concerned or options.
- Disable: hide the service from guests.
- The bin icon: delete the service.
The filters Filter by property and Filter by category, as well as the Search field, help find a service.
💡 Editing, disabling or deleting a service does not change orders already placed.
---
**Step 5 - Accept or decline a request**
This step concerns services for which Validation by the concierge is enabled.
**Being notified of a new request**
For each new request, you are notified in two ways:
- by a notification in the bell, in the top right of Biloki;
- by email.
**Responding to the request**
1. Go to Additional services → Sales & requests tab.
2. Click the Pending tab.
3. Click on the request to open its detail card. Read the service, the chosen date, the guest’s message and any alert (see below).
4. Click Accept or Decline:
- Accept: the guest’s card is charged by Stripe and the order moves to “Accepted”.
- Decline: you can write a reason for declining. The guest sees it in their guest guide and receives it by email. They are not charged and the order moves to “Declined”.
**The “booking immediately after” alert**
In the detail card, Biloki displays an alert when another booking starts before the time chosen by the guest for the service. The property will not be free for the entire duration of the service.
💡 Always read the detail card before clicking Accept. If an alert appears, decline the request or suggest another time to the guest via messaging.
⚠️ You have a maximum of 7 days to accept or decline a request. If you have not responded, Biloki sends you a reminder email 2 days before the end of this period. Without a response after 7 days, the request automatically moves to “Declined” and the guest is not charged.
---
**Step 6 - Organising the service once accepted**
Accepting a request does not change anything else in Biloki: no mission is created and the booking is not modified. It is up to the concierge to organise the service.
**Finding services to carry out**
1. In the sidebar, click on Home.
2. Click the Additional services tab.
3. Accepted services are displayed on the date chosen by the guest:
- Today: services to carry out during the day;
- Upcoming: services for the following days.
⚠️ No mission is created automatically. Once the request is accepted, go to Mission planning, create a mission for this service and assign your contractor to it.
**Late check-out and early check-in with a connected lock**
Accepting a late check-out or early check-in does not change the booking times or the validity period of the guest’s access code. If the property has a connected lock, you must manually add the extra time:
1. Go to Additional services.
2. Click Access codes, in the top right.
3. Add the extra hours to the guest’s code.
⚠️ Extend the access code immediately after accepting the request.
---
**Step 7 - Cancel or mark an order as completed**
1. Go to Additional services → Sales & requests tab.
2. Click the Accepted tab.
3. Click on the relevant order to open its detail card.
4. At the bottom of the card, click:
- Cancel and refund: the order moves to “Cancelled” and the guest is refunded everything they paid, including Stripe and Biloki fees. Since you are cancelling, Stripe fees are at your expense.
- Mark as completed: the order moves to “Completed”.
⚠️ Once the order is marked as completed, you can no longer refund it. Click Mark as completed only when the service has truly been provided.
---
**Step 8 - Track all sales and requests**
1. Go to Additional services → Sales & requests tab.
2. Orders are grouped by booking: guest name, property, booking reference and confirmed total.
3. Filter by status using the tabs All, Pending, Accepted, Completed, Declined or More. The More menu contains Cancelled and Payment failed.
4. Click on an order to open its detail card.
**What each status means:**
| Status | What it means |
| --- | --- |
| Pending | The guest has made a request and is awaiting your response. Their card is pre-authorised. |
| Accepted | You have accepted the request (or the service has no validation) and the guest’s card has been charged. |
| Completed | You have marked the service as done. It can no longer be refunded. |
| Declined | You declined the request, or did not respond within 7 days. The guest was not charged. |
| Cancelled | The order was cancelled: either by the guest (refunded if applicable) or by you (guest refunded in full including fees). |
| Payment failed | The guest tried to pay but the payment did not go through. They were not charged. |
**Payment failed: what to do?**
Ask the guest to try again with another card. If payment fails again, contact Biloki support from Help & support in the sidebar.
---
**Invoices and payments in Stripe**
- For the guest: Stripe issues the invoice and sends it to the guest. You do not need to do anything.
- For you: you find each payment in your Stripe dashboard.
💡 To find a payment in Stripe, open the order detail card in Biloki. In Payments & refunds, click the copy icon next to the ID starting with “pi\_”, then paste it into the search in your Stripe dashboard.
---
**Emails received by the guest**
| What happens | Email received by the guest | What the email contains |
| --- | --- | --- |
| The guest requests a service subject to validation | Your request has been sent | The service and quantity, the total incl. VAT, the desired slot. The email states that their card is pre-authorised and will only be charged after your validation. |
| You click Accept, or the guest orders a service without validation | Your request has been accepted | The service, the amount charged, the planned slot and the order reference. |
| You click Decline | Your request could not be accepted | The service, the reason you wrote, and confirmation they were not charged. |
| You click Cancel and refund | Your order has been cancelled | The service and confirmation they are refunded in full, including fees. |
| The guest cancels their own request or order | A confirmation email | The cancelled service and, if applicable, confirmation of the refund. |
---
**The guest side**
**1. Opening services**
On the home page of their guest guide, the guest clicks on the Additional services tile.
**2. Choosing a service from the catalogue**
In the Catalogue tab, each service is displayed as a card. When a service can no longer be ordered, its card is greyed out, shows Not available and explains why.
**3. Ordering the service**
The order page displays, from top to bottom:
- Price summary: service name, subtotal, Biloki service fee, payment fees and total incl. VAT.
- Desired date and Desired time.
- Message to the host: optional.
- Your contact details.
- Payment method.
- The service cancellation policy.
- A checkbox to accept the general terms and conditions.
- The Send request button with the total amount.
**4. Tracking their requests**
In the My requests tab, the guest finds all their orders. A small red number next to the tab indicates the number of pending requests.
**5. Cancelling a request**
A pending request can always be cancelled by the guest. An accepted order can only be cancelled if the service has an active cancellation policy and the cancellation period has not passed.
---
**Best practices**
- Always enable validation by the concierge.
- Set the cancellation policy when creating the service.
- Respond to pending requests as soon as possible.
- Read the detail card before accepting, to spot the “booking immediately after” alert.
- Once the request is accepted, create the mission in Mission planning and assign your contractor.
- Extend the access code immediately after accepting a late check-out or early check-in.
- Click Mark as completed only once the service has truly been provided.
- When you add a new property to Biloki, tick it in Properties concerned for each of your additional services.
- Offer 6 to 10 services per property maximum.
- Add a photo for each service.
- Best-selling services: early check-in, late check-out, extra cleaning, airport transfer and breakfast.
---
**Frequently asked questions**
**Why do I receive €48 when the guest paid €51.11?**
You receive the VAT-inclusive price of the service. The difference corresponds to Biloki service fees (2.5% incl. VAT) and Stripe fees, paid by the guest on top of the price.
**My service does not appear in the guest guide. Why?**
Check three things: that the Service active setting is enabled, that the guest’s property is ticked in Properties concerned, and that your Stripe account is connected.
**The guest sees my service greyed out with “Not available”. Why?**
The minimum lead time for ordering this service has passed. You can modify it in the Minimum lead time before the stay to order this service setting.
**I marked an order as completed by mistake. Can I still refund the guest?**
No. Once the order is marked as completed, the Cancel and refund button is no longer available.
**I did not respond to a request in time. What happens?**
After 7 days without a response, the request automatically moves to “Declined” and the guest is not charged. You receive a reminder email from Biloki 2 days before the deadline.
**I declined a request but the guest still sees the reserved amount on their account. Is this normal?**
Yes. The amount blocked on their card has been released, but depending on their bank, it may still show for a few days before disappearing. The guest was not charged.
**I accepted an extra cleaning but it does not appear in Mission planning.**
This is normal: no mission is created automatically. Go to Mission planning and create a mission for this cleaning, assigning your contractor to it.
**I accepted a late check-out and the guest’s access code no longer works.**
Accepting a late check-out does not extend the access code. Click Access codes in Additional services to add the extra hours.
**The guest cannot pay. What should I tell them?**
Advise them to try again with another card. If payment fails again, contact Biloki support from Help & support.
**The guest is asking for an invoice.**
Stripe automatically sends the invoice to the guest after payment. You find the payment in your Stripe dashboard.
**I changed the price of a service. Are pending orders affected?**
No. Orders already placed keep their price. The new price applies only to future orders.
**I enabled a cancellation policy but a guest still cannot cancel their order. Why?**
The cancellation policy is not retroactive. If you want to refund them anyway, open the order in Sales & requests and click Cancel and refund. In that case, Stripe fees remain at your expense.
**How can a guest cancel their request?**
In their guest guide, they go to Additional services → My requests tab, then click Cancel the request.
**If I cancel an accepted order, who pays Stripe fees?**
You. The guest is refunded in full, including all fees, and Stripe fees remain at your expense.
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