So, you’re a limited service property? You’re probably thinking that you are also limited in the upsells you can offer your guests.
Well, let me stop you right there — your perceived limitations are as far from reality as a concierge’s story about a 'completely full' hotel. This article is going to help change the way you think about upsells and limited-service hotels.
Whether you’re a limited service, select service, or budget-friendly hotel, your goal remains the same: providing travelers with an affordable stay and a great guest experience.
Let’s start off with identifying practical amenities that many limited service hotels have at their disposal:
These are all great options, but you can certainly elevate your upsells, and by extension, increase the revenue your property generates. You are not limited to just early check-in and late checkout.
In the world of limited-service hotels, where budgets are tight and space is limited, upselling can sometimes feel like an afterthought. You might be wondering, "Is it even worth it to revamp my upsells?" If you’re a little skeptical whether creative upselling can truly make a difference for your small hotel property, here are three simple reasons why you should buy in:
Sound exciting? Buckle up, because we’re about to open up your mind to the world of creative upselling.
There’s no shortage of upselling options available to you to enhance the guest experience and increase revenue. These options can range from special packages to local business collaborations and even events. None of these options need to break the bank, but they will definitely elevate the guest stay.
When most hoteliers think about packages, they probably imagine a “romance package” with a bottle of champagne and chocolate-covered strawberries. While this is a common upsell offer, it’s not one that’s feasible for limited-service properties that often lack the facilities or licenses to offer full meals or alcohol on-site. To remain compliant and exciting with your guests, here are a few other packages you can offer.
Estimated cost: $10–$15
Suggested upsell price: $13–$18
This is a bundle of fun and delicious treats that bring you back to your own childhood. Think Dunkaroos, Gushers, Sunny D, Lunchables, etc. If your hotel has a lot of kids staying at the property, this package allows them the chance to experience the greatness of an early 2000s sugar rush.
Estimated cost: $5–$10
Suggested upsell price: $10–$15
Properties can collaborate with a local roaster or bakery to create a dynamic package for those who need a little extra kick to get themselves going in the morning. These can be easy and inexpensive to build, which is always a win. Offer croissants, muffins, locally-made butter, a carafe of tea and/or coffee with all the fixings. Allow guests to choose their in-room delivery time, giving you ample time to create the pick-me-up that promises a happy day ahead.
Estimated cost: $20–$25
Suggested upsell price: $35–$40
Give the feeling of luxury with a proper turndown service. Think fresh water bottles, slippers and robes placed near the bed or even a chocolate on the pillow. The key here is to go slightly above and beyond the standard call of housekeeping. Allow guests to select a turndown time slot, and then let your team adjust the lighting and prepare the bed. If you want to elevate the experience even more, offer a nighttime tea (lavender, chamomile, etc.) or another soothing beverage like Dream Well.
Building out upsells doesn’t have to be a lonely affair. Collaborating with local venues and businesses is a great way to expand your offerings while also elevating the economy around you. These partnerships can be built into packages (see above) or turned into events (more on that later).
We know that limited service properties usually can’t offer alcoholic beverages, but they certainly can offer local baked goods or a bag of award-winning coffee from the roaster down the street. You can also create packages based on these items, like a birthday amenity with a cake from a local baker.
Host a local artist to teach a painting class. This will showcase the artist and their art while also involving guests in a unique activity that can only be done at your property!
Is there an event happening nearby? Contact the organizers and see if you can sell discounted tickets to your guests. This can be a great way to get visitors out on the town — and for you to make a little commission on the tickets sold.
Speaking of events, if you have the place, create the event space. Whether you rent out the space or use it to create a hotel event, it's a great way to work with what you already have.
Again, tap into the local art scene to engage guests. Allow guests to bring their own food or have it catered locally. While you could make it a guests-only event, consider inviting the local community to drive even more revenue and awareness.
If your property has the available square footage, rent out a room to a group that is looking for an event space. The potential to serve local businesses is endless. For example, if you are pet-friendly and close to a shelter, you could host an adoption event. Maybe one of your guests will leave with a fur baby they didn’t know they needed.
Food is often a differentiator among limited service vs. full service hotels. Even without a bar or restaurant onsite, you can still offer delicious hotel service by bringing in local talent. Let a caterer, baker or restaurateur showcase their skills by hosting an elegant, exotic or extravagant affair. Ask guests for their honest feedback, so you can perfect future food-focused events and attract more hungry guests.
Transform your lobby or outdoor area into a fun zone. Set up different types of games and a signup sheet for guests to engage in some friendly competition. This can include board games, relay games, or if you’re feeling really spunky, Twister!
Offer a prize to the winning person or team, like a trophy that says, “Best Gamer at “Hotel Name Here.” Yes, this is perfect for children, but let’s be serious, adults will want to play, too.
Packages, events and collaborations are great examples of how limited-service hotels can generate more profits by redefining the experience. But why not empower your staff to surprise and delight on demand? Here are a few upsell ideas you can create and reserve for special occasions that are ready at a moment’s notice:
You’ve gotten your undergraduate degree in understanding upsells, and now it’s time to get your graduate degree in implementing them. Here are a few things to remember now that you’re going to add upsells as part of your service at the hotel.
When creating upsells for your property, consider your demographic and location. For instance, a hotel in the Rocky Mountains with an older clientele may benefit more from beer- or coffee-tasting events than, say, rollerblading or Parkour upsells. On the other hand, a hotel hosting mostly large groups and families may see more traction from park attraction tickets and beach packages, just as business travelers would love laundry services and to-go coffee options.
Once you’ve identified your demographic, the fun really begins! Remember that it’s better to do a few things well than many things mediocre. Cap your upsell offerings to about 12 to 15 items to avoid decision fatigue with your guests. You could also rotate them out to keep inventory fresh and exciting,
Your upsells are set up, now, let’s make it rain revenue! Monitor what's working and what's not to determine where to focus your efforts. Some items you expected to sell like hot cakes may just sit there. If you're a Canary Dynamic Upsells customer, use detailed reports to pinpoint your top sellers and money-makers.
Along with monitoring, make one or two of your most creative and guest-minded team members responsible for keeping upsells up to date. Upsells should not fall solely on the GM or AGM since their workloads tend to be much heavier.
A successful upselling program requires intentional offerings and a streamlined process for presenting them to guests throughout their stay. What intrigues one guest may not interest another. Using Canary’s Dynamic Upsell platform points guests to relevant upgrades via automatic texts and emails. What’s more, you can schedule when messages are sent out to guests as well as change the tone to match the vibe of your property.
Upsell in Action: Staypineapple properties saw a 200% increase in the number of upsell packages sold after implementing Canary’s digital experience and Dynamic Upsell solution.
Here’s a piece of advice that I share with all my customers. Upsells are only limited by your creativity and the law. When brainstorming, don’t be afraid to dream big.
Need some more upselling inspiration? Download our free ebook, “The Hotelier’s Guide to Modern Upselling” to access data-backed strategies to boost upsells at your hotel.
Happy upselling!
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