How to Upsell Without Pushing Customers Away
Dear Dawn,
I run a small independent hotel. We take real pride in our service, and guests are happy—but I can’t shake the feeling we’re not making the most of each stay. Everyone keeps talking about upselling, but I’m nervous it might come off as tacky or ruin the guest experience. I don’t want to feel like we’re turning hospitality into a sales pitch. How do we increase guest spend without losing trust?
Too many hospitality teams treat upselling like an awkward add-on instead of what it is: a tool for improving guest satisfaction, increasing average spend, and boosting loyalty.
Guests are already spending. Your job is to help them spend smarter, in ways that feel personal, not pushy.
If you’ve ever hesitated to offer upgrades because you didn’t want to seem pushy, you’re not alone. But ignoring upselling altogether means you’re limiting your margins and missing opportunities to delight your guests.
Upselling doesn’t mean adding pressure. It means adding relevance. Right offer, right time, right tone. Whether it’s a chilled bottle waiting in the room, a table upgrade at your restaurant, or a late checkout after a romantic weekend, smart upselling feels thoughtful, not transactional.
Here’s how to get it right.
Next Steps
Offer value before the guest even arrives.
- Room upgrades via email after booking.
- Add-on packages tailored to stay purpose (e.g. anniversary, work trip).
- Remember, people are more likely to say yes when excitement is high.
Train staff to recognise when a guest might be open to an enhancement.
- “Would you like to reserve a table with the sea view?”
- Offer spa slots during breakfast service with a card on the table.
- Allow guests to extend their stay at a preferred rate via QR code.
Upselling doesn’t end when they leave.
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Offer rebooking perks for direct channels.
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Personalise future stay offers based on what they booked.
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Invite guests to share preferences for their next visit.
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