Technology and Hotel Upselling in 2025
As the hospitality industry continues to evolve, technology plays an increasingly significant role in shaping and enhancing hotel upselling strategies—especially looking ahead to 2025.
Several emerging technologies are redefining the field, enabling hotels to boost revenue and improve the guest experience in ways that are more personalized and efficient than ever before.
Key technologies driving hotel upselling
Artificial Intelligence (AI) and Machine Learning
AI is transforming upselling by making personalization scalable and precise.
By analyzing guest behavior, booking patterns, and real-time data, AI systems can suggest highly relevant offers—whether it’s a room upgrade or an activity package—tailored to individual preferences.
This enables “smart,” effective upselling.
AI can also be used for predictive upselling models and to support dynamic pricing strategies.
The key lies in blending AI automation with a human touch, ensuring that the offers feel thoughtful and curated, rather than robotic.
Cloud-based applications can use machine learning to generate personalized offers with the highest likelihood of being accepted.
Dedicated upselling software platforms
Specialized upselling software automates the selection, pricing, and presentation of offers to guests at any point during their journey.
These platforms are designed to simplify the entire upselling process, eliminate manual work, and allow hotels to reach guests with targeted offers at the right time.
They also provide visibility into offer performance and staff contributions, and can support dynamic pricing strategies.
Examples of such platforms include:
- Oaky
- EasyWay
- Canary Technologies
- ROOMDEX
- UpStay
- GuestJoy
- Nor1
System integration (PMS, CRM, Digital Channels)
Integration is crucial for successful upselling.
Key integrations include:
- Property Management System (PMS): Integration should be seamless, bidirectional, and ideally free. It allows for real-time presentation and fulfillment of upsell requests without manual input, thanks to synchronized room and service availability data.
- Customer Relationship Management (CRM): Enables collection and organization of guest data to personalize offers and automate communications.
- Digital Channels: API integration ensures offers can be shown wherever the guest chooses to engage (e.g., booking engine, email, app, text messaging, mobile services).
Integration ensures up-to-date information and a smooth experience for both staff and guests.
Advanced data and analytics
Generating and analyzing guest data and insights is critical for understanding which services and offers perform best after the booking is made.
Real-time dashboards enable hotels to monitor offer performance and staff effectiveness.
This data-driven insight helps hoteliers fine-tune their revenue strategy and further personalize offers.
Behavioral timing—using behavioral triggers rather than fixed schedules—is based on this data, allowing for more relevant offers at optimal moments.
Automation
Automation is increasingly seen as essential for upselling initiatives, especially given unpredictable demand and staffing challenges, as manual programs are no longer scalable or sustainable.
Automation streamlines the entire upselling process: from offer selection and presentation to tracking.
It also includes automated staff incentive programs, making them transparent and efficient.
Digital and mobile tools
Upselling offers need to be visible across all digital and offline channels, including the booking engine, emails, apps, text messaging, mobile check-in/out, and the front desk.
Tools such as digital guides, messaging platforms, and QR codes within the property enable a smoother upsell booking process.
Technologies like mobile keys and contactless check-in, while often highlighted in short-term rental contexts, reflect a growing trend of using digital tools to enhance the overall guest experience—and potentially facilitate upselling.
These technologies, often working in synergy (e.g., AI integrated within upselling software connected to PMS and CRM, delivering personalized offers via digital channels), are helping hotels shift from a transactional to a more strategic and guest-centric approach, increasing both guest satisfaction and profitability.