Upselling and Cross-Selling in the Hotel Business

UPSELLING and CROSS-SELLING

are both great ways to boost

incremental revenue on bookings.

UPSELLING

is getting the customer to spend

more on an existing purchase.

CROSS SELLING

involves selling ancillary products or

services, like a massage treatment or a city

tour, on top of the original purchase.

The Art of UPSELLING

The Art of CROSS-SELLING

Asking customers to spend more

on an existing booking requires giving them

a compelling reason to do so.

In the hotel industry, successful

cross-selling is about getting

the timing of the sale right.

add

Do not push cross-sells during booking

Only 3% of guests purchase add-ons while

booking rooms. Don’t overwhelm them with

too much choice during this period.

Use incremental pricing

When selling room upgrades, use language

such as “only $54 more” to enhance

the attractiveness of the o�er.

Promote scarcity

Letting guests know when there are a limited

number of rooms can create a sense of urgency.

Use a well-timed pre-arrival email to encourage cross-sells

Confirmed guests are more receptive

to cross-selling in the days leading up

to the stay.

Use photography to convey value

High quality photos convey the added value of

upgrading rooms, such as showing more space

or bigger beds.

Personalize o�ers based on guest preferences

Tailor your cross-sells based on

what type of trip (business or leisure)

your guest is taking.

THE KEY TO SUCCESS

Success in cross-selling comes from appealing

to the impulse buy.

When it comes to the upsell, communicating value

is most important.

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