Upselling is offering guests a better version of what they already bought, such as a room upgrade, a higher floor or a view, for an additional charge, typically before arrival or at check-in.
Automated upselling emails days before arrival convert consistently because the trip is paid and guests are anticipating it, so a modest upgrade price feels small against the total. At the desk, trained staff selling upgrades in person remains highly effective.
Pricing upgrades as the difference between categories, rather than a symbolic fixed fee, protects rate integrity. The common mistakes are offering upgrades the hotel then cannot honor, and pushing offers so aggressively that pre-arrival communication starts feeling like advertising.
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