The practice of encouraging guests to purchase a higher-tier room or additional services beyond their original booking.
Upselling in hotels is the practice of offering guests upgrades to better rooms or encouraging them to add premium services to their stay. Common upsells include room upgrades (standard to deluxe, deluxe to suite), early check-in or late checkout, breakfast packages, spa treatments, parking, and special experiences. Effective upselling increases revenue per guest while genuinely enhancing their stay.
Upselling is one of the most effective ways to increase revenue without acquiring new guests. A guest who was going to pay €150/night might happily pay €180 for a room with a better view, plus €20 for breakfast and €15 for late checkout. These incremental revenues add up significantly across hundreds of bookings, with minimal additional cost to the hotel.
Opally automates intelligent upselling across all channels. The AI identifies upsell opportunities based on booking data and guest profiles, suggesting room upgrades in pre-arrival emails, promoting add-ons in chat conversations, and offering relevant services at the right moments - all without feeling pushy.
