Imagine this: A couple arrives at your hotel for a long-awaited weekend getaway. They’re celebrating an anniversary, and as they check-in, you greet them with a smile and an offer they can’t resist—a surprise upgrade to a suite with a panoramic view and a bottle of champagne waiting in the room. They accept, and the weekend they had planned just went from “great” to “unforgettable.” For you, it’s not just about making the guests feel special—it’s also about adding extra revenue that maximizes their booking potential.

This elevated experience happens through the power of hotel upsells. In today's dynamic hospitality industry, upselling isn't just about boosting revenue—it's about enriching the guest experience. When done right, it becomes a win-win situation where your guests feel pampered, and your business thrives.

In this blog, we’ll explore the importance of upselling in the hotel industry, share examples and strategies for different hotel types, and highlight how Breezeway Upsells helps you automate and personalize these special offers to make every guest’s stay extraordinary.

What is hotel upselling?

Upselling in the hotel industry involves offering guests additional services or experiences beyond their initial booking, usually for an extra fee. This can range from room upgrades to premium amenities, dining experiences, or early check-in/late check-out options. Essentially, upselling enhances the guest’s experience while increasing your revenue per booking.

Unlike cross-selling, which promotes complementary services (like offering a spa package with a hotel stay), upselling encourages guests to opt for a higher tier or more premium version of what they already intend to purchase. By seamlessly integrating upselling into the guest journey, you can create memorable experiences that guests are willing to pay more for, enhancing satisfaction and loyalty.

Think of it like this: you’re not just selling a room; you’re selling an experience. When you offer extra services, like a romantic dinner package, an exclusive access pass to the rooftop pool, or a curated local tour, you’re transforming a standard stay into something personalized and memorable.

Why is upselling important in the hotel industry?

• It increases revenue in a meaningful way: Let’s return to that couple celebrating their anniversary. By offering an upgraded room and a dining package, you’ve not only made their stay more memorable—you’ve also added significant hotel revenue. Upselling helps you maximize each booking, often by using services or room categories that already exist within your inventory.
  
• It adds a personal touch: Upselling is more than a transaction. It’s a way to show guests that you’re paying attention to their needs. Offering a family traveling with kids a late check-out or suggesting a spa treatment to someone on a solo retreat shows that you understand what will make their stay truly enjoyable.
• It builds loyalty: Guests who experience these thoughtful touches are more likely to return and rave about your hotel. They’ll remember how you went above and beyond to build a customer relationship and make their stay special. And as a bonus, when they come back, they’ll be more likely to seek out those upgraded experiences again.
• It keeps you competitive: In today’s hotel landscape, guests expect more than just a room—they want unique and personalized experiences. Offering premium services not only makes your property stand out but also helps you stay competitive against hotels that focus solely on basic amenities.
• Maximize room inventory: Upselling can help optimize occupancy. If higher-tier rooms are available, upselling guests to these rooms opens up standard rooms for future bookings, ensuring you’re making the most of your room inventory.

Upsell examples for different hotel types

Now, let’s get into the specifics. Whether you manage a luxury resort or a cozy boutique hotel, there’s an upsell strategy tailored to your guests. Here are a few ways you can personalize offers and surprise your guests:

• Luxury hotels: Upselling is essential in the luxury market, where guests expect a high level of service. You might offer a suite upgrade with city or ocean views, a personalized welcome amenity like a bottle of wine, room service, or access to exclusive hotel areas such as private cabanas, wellness center, or the rooftop terrace. These offers don’t just boost revenue—they elevate the guest’s entire stay.
  
• Boutique hotels: In a smaller, more intimate setting, your upsells can reflect the unique personality of your hotel. Think of curated local experiences like art walks, wine tastings, or in-room amenities that celebrate local businesses. These thoughtful touches not only bring in extra revenue but also enhance the storytelling around your brand.
• Budget hotels: Even economy properties can find ways to improve their bottom line by offering practical upsells. For example, premium Wi-Fi, priority parking spots, or early check-in/late check-out options are services that budget-conscious travelers may see as worthwhile investments.
• Resorts: The possibilities for upsells at resorts are endless. From all-day adventure excursions to private beachside dinners, these experiences cater to guests looking to fully immerse themselves in their vacation.
• Business hotels: Upsell convenience and comfort to business travelers. Consider offering early check-in/late check-out options, workspace upgrades, premium internet access, or priority services like express laundry.

When should you upsell hotel guests?

Timing is everything when it comes to upselling in the hospitality industry. Upsells don’t just happen at the front desk and the minibar; effective upselling can happen anytime from pre- to post-stay. Offering an upgrade at the wrong time can come across as pushy or opportunistic, while a well-timed suggestion can feel like a thoughtful gesture. Here are the key moments when upselling can have the most impact:

• During booking: Guests are often in decision-making mode when booking their stay, so this is the perfect time to offer upgrades. A guest booking a standard room might be interested in a package deal that includes breakfast or discounted spa services. Offering room upgrades or add-ons like breakfast, airport transfers, or early check-in during the booking flow can be highly effective.
  
• Pre-arrival communication: Sending a friendly pre-arrival message with upsell options allows guests to plan their stay and anticipate the special touches they’ll receive. This is a great time to offer upgrades like room upgrades, parking, or special packages (e.g., celebratory amenities for a special occasion) that can encourage guests to invest in additional services before they even arrive.
• At check-in: Offering upsells like room upgrades or late check-out at check-in can work well if done with care. Hotel staff should gauge the mood and preferences of the guest before suggesting a higher-tier hotel room or service. For example, business travelers may appreciate a workspace upgrade, while leisure guests might enjoy a room with a better view.
• During the stay: After guests settle in, they might be open to adding services like in-room dining or a relaxing spa treatment. Upselling mid-stay ensures that guests have time to enjoy these extras on-site during their visit.
• Before check-out: Before guests leave, offering late check-out or airport shuttle services can make their departure smoother—and provide one last opportunity to elevate their stay.

By understanding guest behavior and preferences at different stages of their journey, hotels can strategically place relevant offers and upsell opportunities that feel natural and considerate rather than sales-driven.

How Breezeway Upsells automates and personalizes the guest experience

Personalized upselling doesn’t have to be labor-intensive. Breezeway Upsells makes it easy to deliver customized offers to guests at the right time, enhancing their experience while driving revenue for your property. Here’s how:

• Personalized offers: Whether it’s a room upgrade, extended check-out, or add-ons like dining packages and tours, you can control which properties and reservations show upsell offers, and when.
  
• Automation: Once configured, Breezeway automatically sends upsell offers via SMS messaging or digital welcome book at key moments, such as during booking, pre-arrival, or mid-stay. This automation frees up staff to focus on delivering exceptional guest service.
• Real-time insights: Offering upsells like room upgrades or late check-out at check-in can work well if done with care. Hotel staff should gauge the mood and preferences of the guest before suggesting a higher-tier hotel room or service. For example, business travelers may appreciate a workspace upgrade, while leisure guests might enjoy a room with a better view.
• Seamless integration: Breezeway Upsells easily integrates with your hotel’s property management system (PMS) and other systems, ensuring that guest preferences, booking data, and room availability are all taken into account when presenting upsell offers.
• Task creation from upsells: Quickly create tasks from approved Upsell requests. Guest and Upsell information will automatically fill in task details for seamless task management.

By automating upselling opportunities, hotels can maximize revenue potential without burdening staff with manual processes. Additionally, personalized offers feel more like a service enhancement rather than a sales pitch, leading to higher customer satisfaction and loyalty.

The benefits of hotel upselling software

Hotel upselling is a powerful tool for maximizing revenue and guest satisfaction. By offering thoughtful and timely upgrades or add-on services, hotels can create memorable guest experiences that drive loyalty and profitability. Upselling also allows hotels to capitalize on their existing assets, optimizing revenue without the need for additional inventory.

With Breezeway Upsells, hoteliers can take their upselling strategy to the next level by automating personalized offers at key moments in the guest journey. From room upgrades to special experiences, Breezeway’s platform ensures that every upsell feels natural, thoughtful, and perfectly timed.