What is the proper approach to upsell during check-in?

• A. Suggest upgrades that add value and fit guest needs without pressuring.
• B. Push the most expensive option regardless of guest needs.
• C. Offer every upgrade for free.
• D. Upsell only after the guest checks out.

Answer: (A)

Upsell etiquette during check-in is about offering options that genuinely enhance the guest experience without pressuring them. When you present upgrades, listen to what the guest cares about—whether it’s more space, better views, quieter locations, or added amenities—and tailor recommendations to those needs. Keep the conversation brief, explain the practical benefits in clear terms, and give the guest an easy way to say yes or no. This approach respects the guest, maintains trust, and can increase satisfaction when the upgrade makes sense for their stay.

Pushing the most expensive option regardless of needs comes off as aggressive and can harm the guest relationship. Offering upgrades for free isn’t feasible or fair to the brand’s value and operations. Waiting until after checkout misses the chance to improve the guest experience during the stay and can feel disconnected from their service touchpoint.