How to Get Guests Who Will Spend More

In the hospitality industry, upselling isn’t just about increasing revenue—it’s about enhancing the guest experience. When done right, it feels like a personalized recommendation rather than a sales pitch. Here’s how hotel professionals can master the art of upselling while ensuring guests feel valued.

1. Offer Room Upgrades with a Perceived Benefit

Instead of simply asking, “Would you like to upgrade?”, highlight the benefit.

✅ Example:

• At check-in: “For just $30 extra per night, you can enjoy a suite with a stunning ocean view and a private balcony—perfect for unwinding after a long day.”
• Pre-arrival email: “Limited-time offer! Upgrade to our deluxe suite for just $50 and enjoy complimentary breakfast and a late check-out.”

When framed as an exclusive offer, upgrades feel like a great deal rather than an unnecessary expense.

2. Promote Exclusive Experiences

Many guests aren’t aware of the unique experiences your hotel offers. Upsell by positioning them as must-try additions.

✅ Example:

• “Would you like to start your morning with a guided yoga session on our rooftop, followed by a healthy breakfast? It’s available for just $20.”
• “For a truly memorable evening, we offer a romantic candlelight dinner on our private terrace. Shall I reserve a spot for you?”

Upselling experiences makes a guest’s stay feel more special, leading to higher satisfaction and positive reviews.

3. Use In-Room Upselling

Once guests check in, they’re more open to additional services. Instead of relying only on the front desk, leverage in-room marketing.

✅ Example:

• A digital tablet in the room displaying: “Upgrade to our spa package for just $50 and enjoy a 60-minute massage and access to the sauna.”
• A minibar tent card: “Enjoy a bottle of premium wine delivered to your room for $25.”

These subtle reminders encourage guests to enhance their stay at their own convenience.

4. Upsell Food & Beverage Smartly

Guests love convenience, so offering irresistible dining options is an easy upsell opportunity.

✅ Example:

• At check-in: “Would you like to add breakfast to your stay? It’s just $12 per person when booked now, instead of $15 later.”
• At the restaurant: “Our chef recommends pairing your steak with this exquisite red wine. Would you like to try it?”
• Via room service menu: “Upgrade your coffee to a gourmet blend for just $3 more.”

A well-timed suggestion can lead to a better guest experience while increasing revenue.

5. Suggest Late Check-Out for a Relaxed Departure

Many guests don’t realize they can extend their stay slightly for a small fee.

✅ Example:

• “Want to enjoy a slow morning without rushing to pack? Extend your check-out time to 4 PM for just $25.”
• If the guest has a late flight: “Instead of waiting at the airport, why not relax in your room for a few extra hours?”

This small upsell makes a big difference for guests while generating additional revenue from existing bookings.

6. Train Staff to Upsell Naturally

A pushy sales pitch can backfire. Instead, train your team to focus on how the guest benefits.

✅ Example:

• Instead of: “Would you like to book a spa treatment?”
  Try: “After your long journey, you might enjoy a relaxing massage at our spa. We have a special offer for hotel guests—shall I book one for you?”

Framing the upsell as a guest benefit rather than a sales opportunity increases acceptance rates.

7. Leverage Technology for Upselling

Many hotels now use automation to make upselling seamless.

✅ Example:

• Pre-arrival emails: “Add an airport pickup to your reservation for just $20 and enjoy a hassle-free arrival.”
• Mobile check-in upsells: Guests can select add-ons like spa treatments, premium WiFi, or champagne in their room.
• Loyalty program perks: “As a valued member, you get an exclusive rate on suite upgrades—click here to upgrade now.”

Tech-driven upselling makes it easier for guests to enhance their stay without feeling pressured.

Final Thoughts

Upselling in hotels isn’t about pushing extra costs—it’s about offering guests valuable enhancements that make their stay more enjoyable. By using well-timed suggestions, personalized offers, and seamless technology, hotels can increase revenue while improving guest satisfaction.

For those in hospitality management, mastering upselling is a game-changer for career growth.