Focusing on room revenue alone will make you miss the bigger picture: guests are willing to spend more on extras (dining, activities, upgrades) that make their stay feel special. When implemented correctly, an upsell is part of a holistic experience that feels personalized, thoughtful, and memorable.
NB: This is an article from Fuel
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Done right, upsells actually build guest satisfaction, strengthen loyalty, and drive meaningful revenue growth for your property.
The last thing you want to do is have guests feel like you’re nickel-and-diming them for parking and early or late arrival. Upsells will feel like a natural part of the trip and trip planning if they’re suggested at the right time in the right way – by using the right technology. Here are eight proven upselling techniques every hotel should consider.
#1: Personalize Offers Through Pre-Arrival Emails
Guests are far more likely to respond to upsell opportunities when those offers feel relevant. With a smart, well-integrated guest messaging system, you can automate personalized suggestions based on guest profiles and behaviors.
For example, consider having a drop-down list in your booking engine that lists some standard reasons for a visit to your hotel. If a couple books a weekend stay, automate a pre-arrival message offering a champagne-and-roses package. If they’ve booked a suite for a family getaway, send them a list of your local activity partners with relevant suggestions.
#2: Leverage Front Desk Conversations
Your front desk staff are one of your most powerful sales tools. Guests interact with them at key moments: check-in, during their stay, and at check-out. Each interaction is an opportunity to approach upselling in a natural, helpful way.
At check-in, staff can suggest room upgrades, late check-out, or special packages. They can, and should, tailor offers to the guest based on their reason for visiting – business travelers may appreciate faster Wi-Fi, while families might enjoy activity packages or connecting rooms. And throughout the stay, proactive recommendations work well, like suggesting spa treatments or dining options when guests ask about local attractions. Even at check-out, staff can promote loyalty programs, future booking discounts, or gift cards, capturing repeat business before guests leave.
