The Knowledge Base cannot switch an upsell off
Writing "we do not allow early check-in" into a host note will not stop Besty offering early check-in.
The Knowledge Base governs free-form questions and answers. Upsell behaviour is controlled entirely by your upsell settings, and the two systems do not talk to each other. A note describing your policy will be used when a guest asks a general question, and ignored completely by the upsell engine.
This matters more than most configuration mistakes. A property manager who believes they have disabled early check-in in the Knowledge Base can have guests arriving early into units their cleaners are still working in.
How to actually stop the offers
Go to Settings, then Upsells. The early check-in and late check-out section is where this is decided, and you have several levels of control:
Turn the upsell off entirely using the master toggle, if you never want it offered.
Set "For all stays" to reject or escalate. Escalating means a guest request always comes to you rather than being handled automatically.
Turn off the proactive offer and leave the rest in place. Besty will stop pitching it, but will still respond sensibly if a guest asks.
Use the Ops-ready exception. "Only offer early check-in when the listing is marked ready in Ops" means Besty will not sell an early arrival into a property your team has not finished cleaning.
That last option is usually what people are reaching for when they try to write the rule into the Knowledge Base. It links your cleaning status directly to whether the upsell can be sold.
Turning it off for part of the year
Holiday Exceptions lets you add custom blackout ranges. Be aware that blackout ranges also apply to Booking Booster, so if you only want to pause early check-in and late check-out for a season, disabling those upsells directly is the cleaner approach.
Having Besty explain the policy
Switching the upsell off stops the offers, but it does not give Besty something to say when a guest asks anyway.
For that, build a Workflow. Workflows hold procedures and conditional responses, so you can have Besty explain that early check-in is not available during your busy season, or that it depends on your cleaner confirming the unit is ready. The Knowledge Base will not step in here, because it treats everything it holds as an unconditional fact.
Still Having Trouble?
Reach out via chat or at support@getbesty.ai.