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I wanted to create an amazing guest experience—but I also knew that every booking needed to generate as much revenue as possible. After all, running a hotel is still a business.
That’s where upselling became one of my biggest game changers.
But here’s the key: upselling only works when it feels natural and valuable to the guest. Over time, I learned a few valuable upselling lessons:
My top hotel upselling tips
1. Don’t rely solely on front desk upselling
Many hotels train their receptionists to upsell at check-in, but let’s be honest—not everyone is comfortable asking for more money. And what if a guest checks in late, tired from traveling? They won’t be in the mood to hear about room upgrades or breakfast packages. Instead of putting pressure on my team, I found a better solution: automation.
2. Offer upsells at the right time—online check-in is a game changer
Guests are most receptive to add-ons when they’re checking in online, not when they’re standing at the front desk. By integrating upselling into our online check-in, every guest at The Bliss gets an offer—without any awkwardness. Whether it’s a room upgrade, a bottle of champagne, or a late checkout, they can make their decision when they’re in the right headspace.
3. Make upselling feel like a service, not a sales pitch
The key to successful upselling is making it feel natural. Instead of pushing products, offer enhancements that genuinely improve the guest experience. A couple celebrating an anniversary might love a romantic package, while a business traveler may appreciate early breakfast delivery. When done right, upselling doesn’t feel like selling—it feels like hospitality.
4. Get creative with your offerings
Room upgrades and breakfast add-ons are great, but why stop there? I’ve seen hotels offer bike rentals, picnic baskets, and even goldfish as companions for solo travelers! If you have limited upsell options, collaborate with local businesses to create exclusive packages and experiences. Not only does this enhance your guest’s stay, but it also boosts visibility through cross-promotion—a win-win for both you and your partners.
Top hotel extras in the US for 2024 (June - August)
5. Use upselling to optimize room inventory
Before using an automated upsell tool, I often gave free upgrades to our wedding suite just to fill space. That was lost revenue! By adding a simple $10 upgrade option for the suite, I suddenly had guests opting in—bringing in extra income every single night. It’s a small change, but it made a big impact.
6. Upselling isn’t just about revenue—it’s about efficiency
Not every upsell has to come with a price tag. Allowing guests to select their bed configuration (twin vs. double) or confirm dietary preferences during online check-in helped my team plan ahead, reduced last-minute requests, and improved our operations. It’s a win-win for both guests and staff.
7. Turning space into revenue
Maximizing resources can be just as valuable as increasing revenue. I transformed my breakfast room into a bookable conference space during the day, giving business travelers a quiet place to work while making better use of available space. This strategy aligns with a growing hotel metric called Revenue per available square meter (RevPAM)—a smart way to measure and optimize all the spaces in your property.
