Upselling means offering a guest something of higher value than what they booked: a room upgrade, a suite, a better view, paid late checkout, a breakfast or dinner package. It raises revenue per booking instead of lowering it, unlike discounting.
Upsells work when they are relevant and well timed, and they are usually well received when presented as an opportunity rather than a sales pitch. Many hotels pay the front desk a small incentive on upgrades sold at check-in.
In practice: the best moments are a few days before arrival (by email or message, with a price and a photo) and at check-in, once the guest has already committed to the stay. Track upsell revenue separately on the folio so you can see which offers actually convert.
Simple hotel property management software for independent hotels, chains and groups.
Try it in your hotel