How to upsell without being pushy: Strategies that delight guests

Upselling in tourism and hospitality is about enhancing the guest’s experience while increasing revenue. Done right, it feels like a natural extension of great service. Done poorly, it can come across as aggressive or transactional. Here’s how to implement upselling strategies that delight your guests and leave a positive impression:

Understand your guest’s needs

Effective upselling begins with understanding the unique needs and preferences of your guests. Use the information gathered during the booking process or previous visits to tailor your recommendations. For example, knowing whether a client values luxury, adventure, or convenience can guide you in offering add-ons that truly enhance their experience.

Train your team to listen and anticipate

Your staff plays a critical role in successful upselling. Train them to listen for clues about what guests might enjoy. A guest who mentions celebrating a special occasion, for instance, might appreciate a room upgrade or a private dinner experience. Empower your team to present these opportunities in a way that feels thoughtful and personal.

Present value, not just cost

When upselling, focus on the benefits rather than the price. Clearly explain how the upgrade or add-on will improve the guest’s stay or trip. Instead of saying, “This package costs $50 more,” highlight the value by framing it as, “For just $50, you can enjoy an exclusive spa treatment and complimentary champagne.”

Time it right

The timing of your upsell matters. Presenting options at key decision points—such as check-in, during a reservation call, or when confirming details—ensures that the offer is relevant and well-received. Avoid overwhelming guests with upselling attempts immediately after they’ve booked or during moments when they’re focused on other tasks.

Personalize your approach

Generic upselling efforts often fall flat. Personalize your offers by referencing the guest’s preferences, history, or current context. For example, a frequent business traveler might appreciate an offer for express check-out or upgraded Wi-Fi, while a family might value discounts on kid-friendly activities.

Bundle upgrades and extras

Combining complementary upgrades into a package can make the offer more appealing and convenient for guests. For example, bundling a room upgrade with breakfast and late check-out creates a well-rounded experience that feels worth the investment.

Use subtle but compelling language

Your choice of words can make a big difference. Frame the upsell as a unique opportunity or exclusive benefit. Phrases like “enhance your stay,” “treat yourself,” or “make your trip unforgettable” are inviting and focus on the guest’s enjoyment.

Track and measure success

Monitor the performance of your upselling strategies to identify what works and what doesn’t. Track metrics such as conversion rates and guest satisfaction scores to refine your approach over time. Regular feedback from your team and clients can also offer valuable insights for improvement.

How sprout can help

At sprout, we help tourism and hospitality businesses develop upselling strategies that feel natural, enhance the guest experience, and boost revenue. From staff training to designing personalized offers, we provide tailored solutions to help your business thrive.

Contact us today to learn how we can make upselling a seamless and profitable part of your operations.