Upselling

Why is upselling important in hotels?

Upselling represents an effective strategy to increase ancillary revenue per guest and boosts profitability without increasing fixed costs.

The main benefits include:

• Higher revenue per booking
• Better utilization of higher-category rooms
• More personalized and memorable guest experience
• Increased satisfaction and loyalty

Good upselling adds value: guests feel looked after and guided to a better experience, never pressured.

How and when to propose upselling in hotels? 

Upselling can be offered during various stages of the customer journey:

• During online booking: upgrade suggestions in the booking engine.
• Pre-arrival: with automated email or SMS offering better options for the stay.
• At check-in: the front desk staff can offer a supplemental upgrade if available.
• During the stay: offering extras such as late check-out, spa treatments or dining experiences.

To be effective, upselling should be relevant, discreet and convenient for the guest, and staff should be trained to offer it tactfully.