[Day 3] Upsells: What Items Sell and the Psychology Needed to Get Guests to Spend

[Recap]

Using upsells to increase revenue and guest satisfaction

Chris

Rethinking upsells

Upsells shouldn’t feel transactional. The most effective ones deliver convenience or delight guests didn’t expect—but immediately value.

When positioned correctly, upsells enhance reviews rather than harming trust.

What makes an upsell work

Strong upsells share three traits:

• Save guests time or effort

• Create emotional moments (celebrations, comfort, convenience)

• Are easy to say yes to

Examples include early check-in, celebration setups, equipment rentals, or premium amenities.

Context matters more than creativity

Chris emphasized that upsells don’t need to be clever — they need to be relevant. The best-performing upsells are tied directly to why the guest is traveling (celebration, family trip, convenience, work stay). When upsells solve a problem the guest already has, conversion feels natural rather than sales-driven.

Balancing free amenities and paid upgrades

Free amenities set the baseline experience. Upsells elevate it. When both are aligned, guests feel cared for—not nickel-and-dimed.

The takeaway for hosts

Upsells work best when they feel like hospitality, not sales. When guests feel understood, they reward hosts with higher reviews and repeat bookings.

Community Q&A highlights

Will upsells hurt guest trust?
Not when framed around value and choice. Problems arise only when essentials are withheld or guests feel pressured. Upsells should always be optional enhancements, not replacements for a good base experience.

When should upsells be offered?
Before arrival or early in the stay—when guests are planning, not reacting. This timing allows guests to make decisions calmly and perceive the upsell as helpful rather than reactive.

What’s the biggest mistake hosts make with upsells?
Offering too many at once. A small, curated set of highly relevant upsells consistently outperforms long menus. Choice overload reduces conversion and can make the experience feel transactional.

Do upsells work even if only a few guests opt in?
Yes. Even low adoption rates can meaningfully increase per-reservation revenue because upsells add incremental income without increasing occupancy, turnover, or operating complexity.

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Replay link.