Upselling is one of the most effective strategies for increasing hotel revenue while also offering guests a more complete hospitality experience. For example, a study by Mirai showed that about 6% of guests accept upselling offers through automated pre-arrival emails, resulting in up to a 14% increase in revenue per booking. Similarly, Revinate’s 2024 Hospitality Benchmark Report reported revenue growth of up to 18.8% from pre-arrival emails, while research by HotelTechReport / Plusgrade found that 93% of travelers purchase at least one additional service, and loyalty members are up to 56% more likely to accept upsell offers.
Rather than focusing solely on acquiring new customers, upselling leverages existing bookings to increase the value of each guest — creating a win-win situation: greater profitability for the hotel and an enhanced experience for the guest.
Upselling isn’t just a sales technique — it’s a way to offer added value to your guests. In practice, this means that instead of pushing them to spend more, you provide options that genuinely enhance their experience. This approach creates satisfied guests who return and speak positively about your hotel.
For example, a guest who has booked a standard room might choose to upgrade to a suite with a view — if given the opportunity and presented with the offer at the right moment.
Practical ways to implement upselling in your hotel
Room Upgrades
The most classic form of upselling. Offer the guest the opportunity to upgrade their room to a higher category with a special offer — either at the time of booking or during check-in.Special Packages and Offers
Create combined offers, such as a “Romantic Package” that includes champagne, flowers, and late checkout, or a “Wellness Package” with spa access and a massage.Dining Services
Suggest in room breakfast , dinner at a partner restaurant, or a wine-tasting experience. Travelers are looking for complete, memorable experiences — and they’re willing to pay for them.Experiences and Activities
Collaborate with local providers to offer tours, excursions, or activities such as sailing, hiking, or cooking classes. This way, you increase revenue per guest while providing authentic, memorable experiences.Additional Services
Services such as early check-in, late checkout, airport transfers, or laundry service can be valuable upselling opportunities.
When and How to Do Upselling
The key is to present the right options at the right time. There are three main customer touchpoints:
At the time of booking: Through the booking engine, with a clear presentation of upgrades and packages.
Before arrival: By sending emails with upgrade or special offer suggestions.
At check-in: Reception staff can offer upgrades in real time.
The difference between effective and unsuccessful upselling lies in the presentation. Offers should be personalized, relevant, and convey a sense of opportunity.
The Role of Technology – Menufi’s Booking Engine
The success of upselling relies heavily on technology. Menufi offers a comprehensive booking engine that helps hotels maximize upselling opportunities in practical and targeted ways:
Real-Time Room Upgrades
Display of Special Packages and Offers that can be easily added.
Integration with On-Site and External Services: From transfers to excursions, Menufi enables the seamless inclusion of external partners in upselling.
ChatGPT said:
In this way, Menufi contributes not only to increasing revenue but also to creating a more personalized and memorable experience for the guest.
Why Invest in Upselling?
Increase profitability by maximizing the value of existing bookings.
Enhance customer satisfaction, as guests receive added value.
Differentiate from competitors by offering personalized experiences.
Build loyalty, as satisfied guests are more likely to return.
Upselling in hotels is not an “aggressive” sales tactic but a smart way to offer more to your guests while simultaneously increasing your revenue. With the right tools, such as Menufi’s booking engine, you can implement a comprehensive upselling strategy that delivers results both short-term and long-term.
The next time a guest books at your hotel, make sure to give them the opportunity to enjoy an enhanced experience—while also contributing to the growth of your business.
Η επόμενη φορά που ένας πελάτης θα κάνει κράτηση στο ξενοδοχείο σας, βεβαιωθείτε ότι του δίνετε την ευκαιρία να ζήσει μια καλύτερη εμπειρία – και να συμβάλει στην ανάπτυξη της επιχείρησής σας.
Case Study: How a Resort Increased Upselling with the Campaign Manager
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