- when and how to upsell
Upselling is when hotel staff offer guests something better or extra to make their stay more enjoyable. For example, offering a room with a balcony, a spa treatment, or a tour. Upselling is good for both the hotel and the guest. The hotel earns more money, and the guest gets a better experience. But it is very important to do upselling at the right time and in a polite, friendly way. The goal is to help the guest, not to push them.
When to Upsell
There are four good moments to upsell:
before arrival,
at check-in,
during the stay, and
before departure.
Each moment gives a different chance to make a good offer.
- Before Arrival
Upselling can start before the guest comes to the hotel. You can send an email after booking, show an offer on the website, or use online check-in to suggest upgrades. Guests often like to plan before they arrive, so they may decide early to add something nice.
Example: “Upgrade to a deluxe room now and save 10% before arrival.”
This method is good because guests can think calmly and choose what they like without pressure. - At Check-In
The check-in time is often the best time to upsell. Guests are excited about their stay and open to hearing about something better. Staff can offer a room upgrade or special service in a warm, friendly way.
Example: “Welcome to our hotel! For only $20 more, you can have a deluxe room with a balcony and a nice view.”
Guests often say yes if they see clear value and feel that the staff care about their comfort. - During the Stay
Once guests are in the hotel, they may want to enjoy more experiences. This is a good time to offer spa treatments, day tours, special dinners, or other activities.
Example: “Would you like to book a relaxing massage this afternoon?”
Upselling during the stay can make guests feel cared for and happy. It also helps them discover more services they might not know about. - Before Departure
Even before the guest leaves, you can still upsell. Offer them a discount for their next visit or invite them to join the loyalty program. This helps to keep the guest connected with the hotel and encourages them to come again.
Example: “If you book your next visit now, you will receive 15% off.”
This kind of upselling builds good relationships and helps create returning guests.
How to Upsell
Upselling is not only about what you offer but also how you offer it. The way staff speak and behave makes a big difference. There are five main techniques:
1. Personalization
Offer what fits the guest’s needs. Different guests like different things.
Examples:
- A couple on honeymoon → “Would you like to enjoy a romantic dinner by the pool tonight?”
- A family with children → “We have a bigger family room with an extra bed if you prefer more space.”
Tip: Look at who the guest is and suggest something that makes their stay better.
2. Talk About Benefits, Not Price
Explain what the guest will enjoy, not what they will pay.
Examples:
- Instead of saying, “It costs $15 more,” say, “You will have a beautiful city view and more comfort.”
- Instead of saying, “You need to pay extra for late check-out,” say, “You can relax longer and leave after lunch.”
Tip: Always talk about the value or experience, not the cost.
3. Be Friendly and Respectful
Upselling should sound natural and kind. Never pressure guests.
Examples:
- “If you like, we also have rooms with balconies.” (instead of “You should take the balcony room.”)
- “No problem at all, maybe next time,” if the guest says no.
Tip: Smile, speak politely, and make the guest feel comfortable.
4. Limited-Time Offers
A small sense of urgency can help guests decide quickly, but always be honest.
Examples:
- “We have only two deluxe rooms left today at this special price.”
- “This offer is only for guests who book today.”
Tip: Never lie or push. Just share helpful information in a friendly way.
5. Training and Knowledge
Staff should know hotel services well and speak with confidence.
Examples:
- Practice saying: “We have a city tour that starts at 9 AM and shows local life.”
- Practice role-plays with coworkers: one is the guest, the other is the receptionist offering an upgrade.
Tip: The more you practice, the more natural and confident you become. Guests feel that confidence and trust you more.
Conclusion
Upselling is a very useful skill for hotel staff. It helps guests enjoy their stay more and helps the hotel earn more money. The secret to good upselling is timing, politeness, and understanding the guest’s needs. It should always sound natural and helpful, never pushy. When staff offer the right thing at the right time, using kind and benefit-focused language, both the guest and the hotel win. Guests leave happy, and they often return again. Upselling done with care and respect makes a strong connection between the hotel and the guest, turning a good stay into a great one.
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Upselling cheat sheet: