Today’s most successful hotels understand that upselling isn’t just about offering room upgrades – it’s about much more. Upselling can happen across every guest touchpoint – from pre-arrival emails to front-desk interactions, spa bookings, and even post-stay communications.
NB: This is an article from Revinate
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And when these moments align through data-driven personalization, they transform into meaningful revenue streams for properties.
In this article, we’re spotlighting four upselling hotel examples that have turned their upsell programs into high-performing, guest-centric success stories. Keep reading to discover how each story showcases how modern hotels are blending automation, segmentation, and personalization to elevate both revenue and guest satisfaction.
Zoku turned guest engagement into year-round direct bookings
For Zoku – a hybrid hospitality brand known for its home-like environment for long-stays – guest engagement is more than a post-stay email. It’s a year-round commitment that nurtures loyalty and fuels upsell performance.
Zoku focuses on maintaining personalized communication throughout the entire guest lifecycle. By leveraging data from guest profiles and past interactions, Zoku builds microsegments that receive tailored offers based on behavior and preferences – from long-stay packages to workspace upgrades and event perks.
And the results speak for themselves. By continuously engaging guests with relevant offers, Zoku has seen consistent increases in direct bookings and a measurable boost in revenue per automated campaign. Their approach proves that hotel upselling works best when it’s backed by genuine, ongoing engagement – not one-off campaigns.
Zoku Hotels’ results:
- 300% growth in upsell revenue year-over-year
- Average revenue per one-time campaign: €7,595
- Average revenue per automated campaign: €11,500
Zoku showed how building long-term guest relationships turns personalization into predictable revenue, revealing that continuous engagement is the key to achieving sustainable upselling success.
Hotel Spero drove incremental ROI through upsell functionality
In the competitive San Francisco market, Hotel Spero demonstrates how upselling can deliver incremental ROI when automation meets personalization.
Having recently completed a renovation and repositioning of the hotel, Tomo Kakegawa, Senior Director of Revenue & Digital Marketing, focused on promoting upsells via his in-house email marketing platform to help generate incremental revenue. He set up early check-in and late check-out upsells to autosend to arriving and in-house guests, respectively – and he saw amazing results.
