Building a B2B2C Experience Marketplace for Hospitality

Greetwell is a U.S.-based marketplace that empowers hospitality businesses - like vacation property managers & boutique hotels - to enhance their guest experience with a centralized platform for upselling. The platform is designed to integrate smoothly with Airbnb, Booking.com, and any property management system. It enhances operational efficiency and guest satisfaction by providing travelers with a curated selection of experiences offered at the property they’re staying at. And it gives the hospitality operators an intuitive system to manage their offerings and service workflows at scale. For example, a bed and breakfast in Sonoma, CA can now easily offer their guests services like on-site spa massage, in-room champagne delivery, and a hot air balloon tour.

The key focus was to enable travelers to browse and book additional services independently of the core accommodation booking. The goal was to provide property hospitality operators with a unified system that could efficiently manage these offerings.

Add-on Management System

We had to build an all-in-one tool for creating, editing, and managing property-specific add-ons. This system also needed to support integrated payment collection and real-time availability updates. The solution had to be intuitive for hospitality operators and scalable across multiple properties and service types - provided either by the property manager itself or by local experience providers.

Platform Compliance Constraints

During development, Airbnb introduced new policy restrictions that directly affected add-on categorization. Several services traditionally offered by hospitality operators were suddenly prohibited from being listed under the accommodation category. These changes required our team to rapidly adjust how services were grouped, labeled, and submitted via the system.

To address the client’s business and operational needs, Rigby’s team designed and delivered a dedicated marketplace management system tailored for hospitality providers. The platform efficiently organizes rental property data and offers additional, bookable services in a way that is both seamless and scalable.

By centralizing service management and supporting real-time updates, the system enables property managers to streamline operations, upsell experiences, and deliver greater value to their guests.

Upselling Custom Add-ons to Booked Trips

The management panel serves as the central workspace for creating, editing, and managing all add-ons associated with a property or surrounding area. These services are presented to guests through a clear, visually appealing interface, designed to encourage upselling. Hospitality operators can define the availability, pricing, visibility, and applicable booking conditions for each add-on.

Third-Party Services Based on Geolocation

To further extend the offer beyond a single property, the platform supports third-party add-ons sourced from local experience providers. An integrated geolocation algorithm surfaces relevant services from the surrounding area, allowing guests to discover and book activities during their stay - even if not provided directly by the host.

This flexibility transforms the platform into a broader ecosystem of local experiences, creating new monetization opportunities for hospitality operators and partners alike.

Real-Time Status Updates

For operational reliability, the system supports real-time status updates. This ensures guests always view up-to-date service availability and hospitality operators stay informed about bookings, cancellations, or service changes.

Modular Architecture with Medusa

The backend is powered by Medusa, which provides flexibility for handling custom product logic, booking flows, and multi-party service configurations. We extended Medusa's core with custom modules to support add-on management, property linking, and third-party vendor integrations.

Payment & Communication Integrations

To handle payments for add-ons, we integrated Stripe, which enabled secure transactions, flexible pricing rules, and support for multiple vendors. For email notifications and confirmations, the system uses SendGrid, ensuring reliable delivery.

The implemented solution enabled Greetwell to scale its operations and support rapid growth across the hospitality sector. With the new management system in place, the platform can now onboard hundreds of new properties each month, driving meaningful ancillary revenue for hospitality businesses.

At the same time, the platform delivers memorable stays to hospitality operators’ guests by making additional services more accessible, discoverable, and bookable.

Designed to streamline operations, the tool empowers businesses to efficiently manage services, maximize upselling opportunities, and improve guests’ satisfaction.