01Start with the guest, not the room

Listen for clues during check-in: an anniversary, a work trip, a family, a long stay. The upgrade you offer should answer that, not your occupancy report.

02Describe the experience, not the category

  • Not: “Would you like to upgrade to a junior suite?”
  • Better: “For your anniversary, there’s a room on the top floor with a balcony and the sunset view — it’s 30 more per night. Would you like it?”

03Keep it simple

  • Offer one option, maybe two. More than that becomes a menu.
  • Say the price clearly, per night, once.
  • Accept a “no” gracefully — the guest should never feel pressure.

04Upsells that are not rooms

  • Late check-out for a guest with an evening flight.
  • Breakfast for a family with children.
  • Parking, spa or a table at the restaurant for a special occasion.

05Why it matters

A good upsell raises revenue and the guest’s experience at the same time. If only one of those happens, it was not really a good upsell.