Hotel upselling is the process of offering guests more services or products during or after booking.
Hotel upselling is the process of offering guests more services or products during or after booking.
Emma shows up at your hotel after a 12-hour flight. She reserved a standard room for her business visit. But at check-in, your front desk agent tells her about a quiet executive floor and also offers an upgrade to free WiFi for $35 more.
Emma says yes instantly. Why? The update answers her current call for work and relaxation.
Now, that one simple interaction has increased your income by 30% as well as making Emma’s day. That's hotel upselling working perfectly.
The bottom line: Hotel upselling is not about pushing extras – it’s about improving the guests experience while organically driving revenue. According to a study, upselling can increase revenue by 43%, which results in increased customer retention. A
Hotel upselling is the strategy used in the hospitality industry to include better room grades or other updates by the hotel chain or brand than the hotel guest originally reserved; it is also the process of offering free or additional products or services to bring patrons to book directly with a hotel chain or brand, not with an online travel agency.
And the word here is “enhanced.” You're not selling random extras. You’re delivering real-value enhancements your guests want and appreciate.
“Hotel upselling is a technique to sell a higher quality of what the customer booked or additional complementary services that can enhance the guest experience.”
Example: Somebody staying in a standard room. You have an ocean-view room available for an additional $40. That's upselling.
“In the competitive hospitality industry, hotels must continuously explore innovative ways to generate additional income from their guests. By thinking outside the box and offering unique experiences and services, hotels can not only boost revenue but also enhance the overall guest experience,” said Barry Clemens. “Whether it's catering to remote workers, pet lovers, or art enthusiasts, hotels that embrace these unconventional opportunities will stand out and thrive in the ever-evolving market.”
The upselling process can be offered during the reservation process, before and at check-in, or throughout the guest's stay. This effective sales strategy benefits guests as well as the hotel. As per HubSpot, 88% of surveyed salespeople try to upsell their customers. About 49% of that group say that understanding customers’ needs and goals is a key strategy.
The upselling process in hotels is based on three essentials:
Also read: Hotel upselling strategies that drive hotel revenue in 2025
Knowing these distinctions allows us to choose the right toolbox:
Translation: Selling an enhanced version if the same thing Example: Regular room → Suite upgrade Result: Higher level within that category
Definition: Up-selling other services onto the initial product purchase Example: Room booking + spa package Goal: Many ways to make money
See Definition Offering lesser upgrade when premium is not paid $100 suite decline → $30 balcony room Example: vs. noneGoal: Some increased revenue vs. None
“It is truly the end of the hospitality business as you know it. Here’s why upselling is more crucial than ever:
Knowing what you can upsell is the key to finding revenue opportunities:
Value proposition: Emphasize the experience, not just the location.
Knowing how guests think makes upselling effective:
Upselling is considered an effective approach in the hotel industry to boost revenue and enhance guest satisfaction. Hotels that aim to provide an exceptional guest experience implement proven hotel upselling techniques that are divided into three parts, i.e., pre-arrival, during stay, and post-stay. Upselling products and services differ based on guest preferences and property types. Popular examples of upselling in the hospitality industry can be categorized as per the following phases of the guest journey:
The excitement of guests is at its peak and they are eagerly looking forward to their upcoming stay. Hoteliers can make use of emails and messages to offer exciting upselling activities and other personalized services.
With effective upselling strategies, hotels can tempt guests with exclusive dining experiences or thrilling off-site excursions. The magic of upselling can be leveraged during the stay to offer products and services outside the property.
While checking out, hotels can go the extra mile to impress guests with quality feedback. By offering them a cab hiring service to the airport or a selection of unique souvenirs, hotels can not only ensure that guests leave with a smile on their faces but also earn high ratings.
Viewing those challenges makes it possible to avoid them:
Why guests say no:
Solutions:
Why staff avoid upselling:
Solutions:
Common issues:
Solutions:
Keep informed on the new trends with:
New emergency button: New digital distress signals for safety threats including terrorism, stolen property and wrong hotel rooms. Shift from Products to Experiences: Modern travelers are seeking memorable experiences, not just larger rooms.
Examples:
Eco-conscious options:
Guest appeal: 47% of Gen Z travelers are concerned about their environmental impact.
Digital integration:
Convenience premium: Visitors are willing to pay a premium for seamless, high-tech experiences.
Post-pandemic priorities:
Revenue opportunity: Demand for wellness services means premium pricing and satisfied guests.
Statistics prove that more than 80% of senior executives consider upselling vital for their business. To extract the most out of the process, executives are suggested to follow a 4-step process for upselling.
A boutique hotel might not be able to offer premium options but it can offer its guests many upselling options. Boutique hotel owners are advised to take help from local bakeries and stores to come up with delightful add-ons:
While the classic example of upselling rooms in hotels remains a primary mode to increase sales, you may stand out from others in the industry with the following options:
A guest house should be ready with basic as well as travel-friendly upsell options. As you can expect travelers on a budget, below are some examples of guest house upselling activities:
On the other hand, resorts can consider selling unique experiences. A resort has ample space and resources to offer various services to guests such as the following:
Hotels are always looking to offer their guests the best services in the most effective way. While it has been seen that social media marketing plays a significant role in promotional activities, many believe that hotel room upselling tactics and other sales strategies are best performed by the front office assistant.
Hotels have noticed that the front office assistant is the ideal person to promote upselling tactics. The reason is that he or she is the first point of contact for the guests. This gives the front desk team the benefit of understanding their interests and preferences and suggesting the best activities and services. Moreover, guests are more likely to sign up for basic amenities and inquire about cab or tourist activities during check-in. For a more detailed explanation, upselling is divided into three phases of the guest journey.
The pre-arrival phase is the best opportunity to make the most of the upselling in hotels. With pre-arrival stays, WhatsApp messages, and other online platforms, hotels can upsell room upgrades, F&B packages, and event passes. The best window is 3-4 days prior to the check-in date.
This is the best time for the hotel staff to execute upselling techniques. The front desk assistant is encouraged to introduce the premium amenities offered by the hotel and explain their benefits to the guests.
If you haven’t sold any upsell yet, don’t be disappointed, as you still have a chance. During the stay, the housekeeping staff can drop in tempting offers or call the guests to understand how else they can help them have a satisfactory stay.
Now, you must be wondering how to keep up with so many activities. You can consider installing an hotel upselling software tool to fulfill your requirements.
Successful upselling requires organizational commitment:
Management role:
Culture integration: Integrate upselling into your overall service ethos, not just a profit play.
Core training elements:
Continuing progress: Refreshing courses and new technique seminars.
Effective approaches:
Consider balance: Pay on both Revenue Generated as well as Guest Satisfaction KPIs.
Learn from these frequent pitfalls:
Wrong moments:
Correct solution: Opportunities should be used with appropriate guests.
Generic problems:
Personalization solution: Personalize offers based on guest data and insights.
Pushy behaviors:
Guest-first strategy: Prioritize the solution of guest problems over meeting sales-volume goals.
Service failures:
Standard of excellence: Execute upsold services without a hitch to build trust.
Here’s how to calculate your real return on your upselling investment:
Direct revenue:
Indirect benefits:
Program expenses:
ROI formula: (Upselling Revenue - Program Costs) ÷ Program Costs × 100 = ROI% 10 out of 10-min read What is ROI Upselling?
Good performance:
Excellent performance:
Ready to begin? Follow this action plan:
Current state analysis:
Goal setting:
Staff development:
System setup:
Launch strategy:
Continuous improvement:
Hotel upselling in 2025 doesn’t mean selling more stuff to your guests. It means creating extraordinary experiences your guests are eager to invest in. Luckily, the most successful hotels have already figured out this fundamental transformation. They use upselling to elevate guest journeys, solve actual issues, and craft beautiful memories. Here’s how to win the game
Your winning formula:
Your next step: choose one high-value opportunity and master it; don’t focus on expanding but on building confidence with victories
Remember: every upsell is your chance to outdo the guest’s expectations. Revenue will come when it’s not a goal but a side effect of creating dead value. The question isn’t: “Does hotel upselling work?” The question is whether you are prepared to totally switch from selling more to serving exceptional. Your guests have long been waiting. They expect you to offer something they won’t know they want but can’t imagine their stay without. Do you want not to let them down? Then it’s time to revamp your hotel’s upselling strategy radically. Guestara can change the odds. Contact us to learn, how!
Hotel upselling is the process of offering guests more services or products during or after booking.
Emma shows up at your hotel after a 12-hour flight. She reserved a standard room for her business visit. But at check-in, your front desk agent tells her about a quiet executive floor and also offers an upgrade to free WiFi for $35 more.
Emma says yes instantly. Why? The update answers her current call for work and relaxation.
Now, that one simple interaction has increased your income by 30% as well as making Emma’s day. That's hotel upselling working perfectly.
The bottom line: Hotel upselling is not about pushing extras – it’s about improving the guests experience while organically driving revenue. According to a study, upselling can increase revenue by 43%, which results in increased customer retention. A
Hotel upselling is the strategy used in the hospitality industry to include better room grades or other updates by the hotel chain or brand than the hotel guest originally reserved; it is also the process of offering free or additional products or services to bring patrons to book directly with a hotel chain or brand, not with an online travel agency.
And the word here is “enhanced.” You're not selling random extras. You’re delivering real-value enhancements your guests want and appreciate.
“Hotel upselling is a technique to sell a higher quality of what the customer booked or additional complementary services that can enhance the guest experience.”
Example: Somebody staying in a standard room. You have an ocean-view room available for an additional $40. That's upselling.
“In the competitive hospitality industry, hotels must continuously explore innovative ways to generate additional income from their guests. By thinking outside the box and offering unique experiences and services, hotels can not only boost revenue but also enhance the overall guest experience,” said Barry Clemens. “Whether it's catering to remote workers, pet lovers, or art enthusiasts, hotels that embrace these unconventional opportunities will stand out and thrive in the ever-evolving market.”
The upselling process can be offered during the reservation process, before and at check-in, or throughout the guest's stay. This effective sales strategy benefits guests as well as the hotel. As per HubSpot, 88% of surveyed salespeople try to upsell their customers. About 49% of that group say that understanding customers’ needs and goals is a key strategy.
The upselling process in hotels is based on three essentials:
Also read: Hotel upselling strategies that drive hotel revenue in 2025
Knowing these distinctions allows us to choose the right toolbox:
Translation: Selling an enhanced version if the same thing Example: Regular room → Suite upgrade Result: Higher level within that category
Definition: Up-selling other services onto the initial product purchase Example: Room booking + spa package Goal: Many ways to make money
See Definition Offering lesser upgrade when premium is not paid $100 suite decline → $30 balcony room Example: vs. noneGoal: Some increased revenue vs. None
“It is truly the end of the hospitality business as you know it. Here’s why upselling is more crucial than ever:
Knowing what you can upsell is the key to finding revenue opportunities:
Value proposition: Emphasize the experience, not just the location.
Knowing how guests think makes upselling effective:
Upselling is considered an effective approach in the hotel industry to boost revenue and enhance guest satisfaction. Hotels that aim to provide an exceptional guest experience implement proven hotel upselling techniques that are divided into three parts, i.e., pre-arrival, during stay, and post-stay. Upselling products and services differ based on guest preferences and property types. Popular examples of upselling in the hospitality industry can be categorized as per the following phases of the guest journey:
The excitement of guests is at its peak and they are eagerly looking forward to their upcoming stay. Hoteliers can make use of emails and messages to offer exciting upselling activities and other personalized services.
With effective upselling strategies, hotels can tempt guests with exclusive dining experiences or thrilling off-site excursions. The magic of upselling can be leveraged during the stay to offer products and services outside the property.
While checking out, hotels can go the extra mile to impress guests with quality feedback. By offering them a cab hiring service to the airport or a selection of unique souvenirs, hotels can not only ensure that guests leave with a smile on their faces but also earn high ratings.
Viewing those challenges makes it possible to avoid them:
Why guests say no:
Solutions:
Why staff avoid upselling:
Solutions:
Common issues:
Solutions:
Keep informed on the new trends with:
New emergency button: New digital distress signals for safety threats including terrorism, stolen property and wrong hotel rooms. Shift from Products to Experiences: Modern travelers are seeking memorable experiences, not just larger rooms.
Examples:
Eco-conscious options:
Guest appeal: 47% of Gen Z travelers are concerned about their environmental impact.
Digital integration:
Convenience premium: Visitors are willing to pay a premium for seamless, high-tech experiences.
Post-pandemic priorities:
Revenue opportunity: Demand for wellness services means premium pricing and satisfied guests.
Statistics prove that more than 80% of senior executives consider upselling vital for their business. To extract the most out of the process, executives are suggested to follow a 4-step process for upselling.
A boutique hotel might not be able to offer premium options but it can offer its guests many upselling options. Boutique hotel owners are advised to take help from local bakeries and stores to come up with delightful add-ons:
While the classic example of upselling rooms in hotels remains a primary mode to increase sales, you may stand out from others in the industry with the following options:
A guest house should be ready with basic as well as travel-friendly upsell options. As you can expect travelers on a budget, below are some examples of guest house upselling activities:
On the other hand, resorts can consider selling unique experiences. A resort has ample space and resources to offer various services to guests such as the following:
Hotels are always looking to offer their guests the best services in the most effective way. While it has been seen that social media marketing plays a significant role in promotional activities, many believe that hotel room upselling tactics and other sales strategies are best performed by the front office assistant.
Hotels have noticed that the front office assistant is the ideal person to promote upselling tactics. The reason is that he or she is the first point of contact for the guests. This gives the front desk team the benefit of understanding their interests and preferences and suggesting the best activities and services. Moreover, guests are more likely to sign up for basic amenities and inquire about cab or tourist activities during check-in. For a more detailed explanation, upselling is divided into three phases of the guest journey.
The pre-arrival phase is the best opportunity to make the most of the upselling in hotels. With pre-arrival stays, WhatsApp messages, and other online platforms, hotels can upsell room upgrades, F&B packages, and event passes. The best window is 3-4 days prior to the check-in date.
This is the best time for the hotel staff to execute upselling techniques. The front desk assistant is encouraged to introduce the premium amenities offered by the hotel and explain their benefits to the guests.
If you haven’t sold any upsell yet, don’t be disappointed, as you still have a chance. During the stay, the housekeeping staff can drop in tempting offers or call the guests to understand how else they can help them have a satisfactory stay.
Now, you must be wondering how to keep up with so many activities. You can consider installing an hotel upselling software tool to fulfill your requirements.
Successful upselling requires organizational commitment:
Management role:
Culture integration: Integrate upselling into your overall service ethos, not just a profit play.
Core training elements:
Continuing progress: Refreshing courses and new technique seminars.
Effective approaches:
Consider balance: Pay on both Revenue Generated as well as Guest Satisfaction KPIs.
Learn from these frequent pitfalls:
Wrong moments:
Correct solution: Opportunities should be used with appropriate guests.
Generic problems:
Personalization solution: Personalize offers based on guest data and insights.
Pushy behaviors:
Guest-first strategy: Prioritize the solution of guest problems over meeting sales-volume goals.
Service failures:
Standard of excellence: Execute upsold services without a hitch to build trust.
Here’s how to calculate your real return on your upselling investment:
Direct revenue:
Indirect benefits:
Program expenses:
ROI formula: (Upselling Revenue - Program Costs) ÷ Program Costs × 100 = ROI% 10 out of 10-min read What is ROI Upselling?
Good performance:
Excellent performance:
Ready to begin? Follow this action plan:
Current state analysis:
Goal setting:
Staff development:
System setup:
Launch strategy:
Continuous improvement:
Hotel upselling in 2025 doesn’t mean selling more stuff to your guests. It means creating extraordinary experiences your guests are eager to invest in. Luckily, the most successful hotels have already figured out this fundamental transformation. They use upselling to elevate guest journeys, solve actual issues, and craft beautiful memories. Here’s how to win the game
Your winning formula:
Your next step: choose one high-value opportunity and master it; don’t focus on expanding but on building confidence with victories
Remember: every upsell is your chance to outdo the guest’s expectations. Revenue will come when it’s not a goal but a side effect of creating dead value. The question isn’t: “Does hotel upselling work?” The question is whether you are prepared to totally switch from selling more to serving exceptional. Your guests have long been waiting. They expect you to offer something they won’t know they want but can’t imagine their stay without. Do you want not to let them down? Then it’s time to revamp your hotel’s upselling strategy radically. Guestara can change the odds. Contact us to learn, how!
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