Driving $14K+ in Upsell Revenue

Through Digital Menus for Hotels & In-Room Dining Technology

Hotels across the globe are working hard to find new ways to add revenue to their bottom line without raising room rates. Upselling in hospitality is one of the best opportunities that engages guests prior to check-in with personalized offers that add value to their future stay.

This case study examines a mid-size boutique hotel that generated more than $14,000 in upsell revenue within the first few weeks of the launch of digital menus and in-room dining upsell offers, simply by moving the upsell conversations from the front desk to the guest's phone. Increased revenue, smoother arrivals and higher guest engagement all resulted after employing a digital pre-arrival upselling program.

96%

Open rate of SMS messages

37%

Guest adoption rate

$38

Average order value increase

About the Hotel

The hotel in this case study is a 120-room boutique property located in a vibrant urban area. Its guests included business travelers during the week and leisure couples and families on weekends. While occupancy rates were good, management noticed that they were missing opportunities for extra revenue through in-room dining and premium upgrades.

The Challenge: Heavy Reliance on Front Desk Upsells at Check-in

For years, the hotel depended on its front desk team to promote upgrades and dining options at check-in.

The Approach – Driving Revenue with Pre-Arrival Upselling and Digital Menus

Mobile-first Menus

Guests could now browse, and order food, prior to their stay with multiple options in their hand.

Room Upgrades

Premium rooms and suites could be marketed and sold to guests at least 72 hours pre-arrival.

Extras and add-ons

Includes early check-in, spa treatments, a late check-out, and wine service.

Secured Payments

All transactions were completed through a respected PCI compliant payment gateway.

The Results

Within the first six weeks, the hotel reported $14,350 in incremental upsell revenue.
No upsell conversation at the desk, guests went straight to their upgraded rooms.
Guests arrived to find their favorite wine or preferred dining selections ready.
Families pre-ordered meals, reducing arrival-day decision-making.

Conclusion

This case study demonstrates that pre-arrival upsell strategies aren't just about revenue, they are about creating a guest experience that feels seamless, personalized, and modern. By moving upsell conversations online through digital menus and in-room dining offers, hotels can simultaneously increase profits and strengthen guest relationships.

A New Guest Journey

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