How to Upsell During a Hotel Stay (Without Annoying Your Guests!)

Upselling doesn’t have to feel pushy. When executed thoughtfully, it enhances the guest experience while increasing revenue, improving satisfaction, encouraging repeat visits, and adding value for both guest and hotel.

The key lies in relevance, timing, and delivery. Whether it’s room upgrades, spa packages, in-room dining, or curated local experiences, thoughtful upselling adds value for both guest and hotel.

Timing & Relevance

Successful upselling begins with understanding who your guests are and what they value. Segmenting by booking type, length of stay and traveller profile allows you to offer upgrades that feel personal and well-timed.

Business travellers may appreciate early check-in, express breakfast or flexible meeting room access. Couples might respond better to spa treatments, romantic dinners or late checkout. Families could be drawn to activity packages or room enhancements that make their stay more comfortable.

Pre-arrival emails, in-room information points and natural interactions during the stay create multiple touchpoints for upselling without overwhelming guests. When offers feel like thoughtful suggestions rather than interruptions, they’re far more likely to convert.

Subtle On-Site Display Strategies for Upselling

One of the most effective (and least intrusive!) upselling methods is through well-placed signage and displays. Guests can engage with information at their own pace, which creates a sense of discovery rather than pressure.

Welcome cards, leaflet displays, or sign holders can showcase services and allow guests to explore offers at their own pace. Place these in rooms and elsewhere around the hotel.

Freestanding signs or lobby displays highlighting seasonal promotions or packages can attract attention while keeping staff interactions friendly and non-intrusive.

Adding QR codes to these displays creates an instant bridge between interest and action, allowing guests to upgrade or book extras with minimal effort.

Empower Staff to Make Personal Recommendations

Even with great displays, your team plays a crucial role. Staff who are confident, friendly and well-trained can turn a casual enquiry into an enthusiastic “yes”.

The best upselling conversations sound like good hospitality, not a sales pitch. For example:

“Many guests in this suite love adding our spa package - it makes their stay extra special.”

Encourage staff to read cues from guests, tailor their language, and make recommendations that genuinely suit the traveller’s needs. Bundled offers, such as “room upgrade + breakfast” or “spa treatment + dinner,” are easy for guests to understand and say yes to. Seasonal or event-based packages can add a sense of timeliness, making the offer feel relevant rather than random.

Leverage Technology for Smooth Upselling

Technology also smooths the upselling process. In-room tablets, hotel apps, and touchscreens in lobbies will allow guests to book extras conveniently.

Additionally, automatic notifications can highlight opportunities without disrupting their stay.

You can test different approaches (timing, messaging, display formats) to see what resonates. This ensures upselling feels like a natural enhancement rather than a sales pitch.

By monitoring uptake rates, guest feedback, and incremental revenue, hotels can refine their approach and create customised upsells and marketing for future stays.

Post-Stay Upselling

Upselling doesn’t have to stop at check-out. A thoughtful follow-up (perhaps with a loyalty offer, room upgrade deal, or event package) can encourage guests to book directly for their next visit.

Personalised post-stay emails offering loyalty discounts, early access to seasonal packages, or special rates for return visits create a sense of exclusivity. QR codes or short links on in-room materials make it easy for guests to sign up before they leave. This kind of gentle, strategic follow-up builds long-term value rather than just chasing short-term sales.

Conclusion

Effective upselling is about adding value, not just selling more. Small tweaks in presentation and communication can have a big impact on both satisfaction and profitability.

With thoughtful timing, smart displays, and personalised offers, hotels can boost revenue while delighting guests, proving that upselling can be both profitable and genuinely service-driven.