📌 This article answers the following questions:
- How do I offer an upgrade (upsell) to my guests in elloha?
- How do I set up an upsell for a superior room?
- When should I offer the promotion: at the time of booking, by email or at check-in?
- How do I track the performance of my upselling campaigns?
Why is this important?
Upselling is a powerful tool for maximising occupancy in your most upmarket accommodation. Rather than leaving a suite vacant, offer a guest who has booked a standard room the chance to upgrade at a preferential rate. The result? Your guest is delighted by the personal touch, and you increase your average spend without any extra effort.
Follow the step-by-step guide
Step 1: Access upselling
To set up your upgrade options, follow these steps:
In the left-hand side menu, click on Pricing.
Select the Up-selling.
Choose the accommodation for which you wish to set up an upsell trigger.
Upselling allows you to automatically offer your guests a higher room category when they make a booking.
Step 2: Select the accommodation options to offer
Decide which accommodation options will be offered as upsells to your guests:
For each accommodation option, use the drop-down menu to specify whether it should be displayed or not.
Tick the ‘Propose’ option for the accommodation listings you wish to highlight.
Click on ‘Settings’ to configure the details of the offer (discount, description, terms and conditions).
This allows you to precisely control the additional offers presented to your guests during their booking journey.
Step 3: Configure the content and discount for your offer
Configure the visual and financial elements of your upgrade offer.
Offer selection : choose the higher-tier offer you wish to present to your customers during their booking process.
Choosing your subtitle : select a tagline from the following suggestions to highlight the upgrade:
Add ...€ and discover a superior experience with our exclusive offer
For an extra ...€, enjoy exceptional benefits
Upgrade for just ...€ more and enjoy additional options
💡 Tip: the amount ‘...€’ displayed in the tagline suggestions is automatically replaced by the actual price of the supplement, calculated by the software based on the discount applied.
Presentation text : write a detailed description to inform your customers about the benefits and specific features of this offer.
💡 Tip: For a professional look, use action verbs in your descriptions such as “Enjoy...”, “Escape to...” or “Savour the comfort of...”.
Instant discount granted : set the discount offered to encourage bookings:
A fixed amount in euros (€)
A percentage (%)
Round off amount : tick this option to simplify the display of the final price after the discount has been applied.
Alternative option : select a fallback offer that will automatically appear if the main offer is no longer available for the requested dates.
Step 4: Choose when to offer your deal
Determine the key times when your offer will be suggested to your customers.
Toggle the switches corresponding to the desired options:
At the time of booking : the offer is displayed directly in the booking engine when the customer selects their stay.
By email before arrival : an automatic notification is sent to the customer before their stay to offer them the upgraded package.
When the customer arrives (check-in): the offer is accessible from the booking file, allowing you to present it manually during check-in.
💡 Tip: You can customise the content of the email message directly from your customer email settings.
Step 5: Set the promotion and stay periods
Set the dates to control the visibility and application of your offer:
Publication dates (visibility):
Offer available from: the date the offer goes live on your booking engine.
Offer available until: the date on which the offer will no longer be visible.
Booking dates (stay period):
Reservation available from: the start date of the stays covered by the offer.
Reservation available until: the end date of the stays covered by the offer.
💡 Tip: Use these settings to apply your strategy to specific periods on your calendar, for example to plan ahead for your booking needs for the coming season.
Step 6: Preview your offer
Before confirming, check the preview to see how your offer will appear to your customers.
The preview simulates how the offer will appear on your various platforms:
The booking engine, during your customer’s booking journey.
The emails sent before arrival, if this option is enabled.
Recommended checks:
The image of the accommodation or service on offer.
The tagline and introductory text.
The price and the amount of the discount applied.
Call-to-action buttons (e.g. “Book now” or “No thanks”).
💡 Tip: A mock-up with placeholder content can be displayed to help you visualise the layout.
If necessary, adjust your text or pricing terms before finalising the configuration.
Step 7: Set up the personalized email
If you’ve chosen to promote your offer via email, configure the delivery settings and content of your message via the Customised Messages tab in Marketing.
📌 Good to know: An email named ‘Upsells’ will be created by default once your upsell has been set up; you’ll simply need to edit it.
Set the sending conditions:
The time before arrival at which the message is sent (for example: 1 day before).
The exact time the message should be sent.
Fill in the email details:
Email subject : the title that will appear in your customers’ inboxes.
Sender : the email address used to send the message.
Name the client with : select the personalisation format (first name, surname, etc.).
Write the content: enter the text presenting your offer in the dedicated field.
Preview the result: use the preview on the right-hand side of your screen to check the message formatting and the integration of the call-to-action button.
Finalise the process: enable the option, then click the save button to activate your up-sell.
💡 Tip: Test different subject lines to identify which ones generate the highest open rates among your customers.
Step 8: Track the performance of your upsells
Once your upsell is active, check the relevant statistics to analyse the impact of your offers on your turnover.
What you should have sold : the total value of the services selected by your customers before the upsell offer was displayed.
What you have sold : the total amount actually booked once the upsell has been accepted by your customers.
Additional income generated by elloha : the net extra profit achieved by activating this feature.
💡 Tip: Analyse these metrics regularly to adjust your offers and optimise the profitability of your accommodation.
Key takeaways
Upsells increase customer satisfaction and your revenue.
Automation via email and on the search engine saves you time.
Tracking statistics allows you to adjust your offers for maximum profitability.