What's happening
After Besty sends an upsell offer (e.g., late checkout), the guest responds — but Besty stops replying and escalates the conversation to your team instead.
Common reasons
Upsell window expired: Late checkout upsells have a default cutoff of 16 hours before scheduled checkout. If the guest responds after this window, Besty can no longer process the upsell and will escalate.
No valid upsell options available: If the dates are blocked by a back-to-back reservation or another restriction, Besty cannot generate an offer and will stop responding.
Guest replied via the OTA platform: On some channels, a guest reply may not route back into Besty correctly, causing Besty to appear unresponsive.
What to do
Check your ROI dashboard to confirm whether the upsell is still active or has expired.
If the window hasn't expired and no back-to-back is blocking the dates, report the guest name and reservation details to your support channel — this may indicate a configuration issue.
If the upsell offer was valid but Besty didn't respond to the follow-up, the Besty team can investigate and manually assist the guest.
Adjusting the upsell cutoff window
Your "Latest time to accept a late checkout request" setting controls when Besty stops offering upsells. You can adjust this in your Besty settings to give guests more time to respond.