Fuel Podcast: The Art and Science of Upselling

This week, Fuel's Hotel Marketing Podcast is tackling Upselling. Serving more than 250 hoteliers and clients worldwide, we think they just might know a little bit about it. Here's the main points and a few hints and tips!

  • There are many benefits of upselling - for you and for your guest.
    • You get an increase in revenue from successful upselling
    • Your guest's experience is enhanced by providing more value and personalization. You might be letting them know about something they had missed!


  • Upselling should occur throughout the guest’s journey
    • Once your guest has booked - they have started the upselling sales cycle!
    • Guests might have missed upgrade options if they are only offered at a single point within the cycle. Keep offering - they might be pleasantly surprised.
    • The guests’ needs might change over time. A family that has already booked a room might later find out that they can get a suite for only $10 more. Making sure they are aware of this later in the cycle might get them upgrading.
    • There are many “micro-moments” of decisions that a guest makes. They can change their mind in between so make the most of it.


  • Tips
    • Always give a range of options - that way they are deciding which one to pick rather than yes or no!
    • If customers are looking for low-cost options, use a “bottom up” approach and then only mention the incremental difference - “for only $25 more…”
    • Sell the value - be specific about all of your benefits! "From your room you can feel the sea breeze, hear the waves crash..."
    • Present upgrades as a unique opportunity - it's more exciting that way. Why not try "We've just had some of our upgrade rooms become available..."?



Listen in to the whole of Fuel’s Hotel Marketing Podcast!

About The Author

Triptease empowers hotels to recapture guest relationships and increase direct bookings. Follow our blog for the latest insights and trends in the Direct Booking Movement.