The power of choice in upselling

Why empowering travelers with upgrade options drives revenue, satisfaction, and loyalty

Guest-led upselling - where travelers choose their own upgrades - is replacing static offers in hospitality. When guests are given meaningful choices, they spend more, engage more, and drive higher revenue, turning upselling into a win-win for both guest experience and hotel profitability.

Key takeaways

Choice drives revenue and satisfaction

• Empowered guests spend more and are more likely to upgrade again.
• Timing matters: upgrades offered at check-in convert better.
• Guest-led upgrades feel natural and enhance the stay experience.

Lessons from other travel industries

• Airlines, cruises, and rail already offer personalized, well-timed upgrades.
• These models show that guest-led enhancements drive both satisfaction and revenue.
• Hotels can adopt similar strategies by integrating flexible, guest-driven offers.

Let guests choose how they pay

• Payment flexibility (e.g., mixing points and cash) increases conversion and loyalty.
• Most loyalty members prefer using points but are unaware they can.
• Giving control over payment reinforces the upgrade as a valued benefit.

Learn more at Plusgrade