Golden opportunity: Upselling ups positive reviews and guest satisfaction
A recent report has found a direct link between front desk upselling and both positive reviews and guest satisfaction.
The research was completed by TSA Solutions, Shangri-La Hotels & Resorts, and Brand Karma, and found the following results after analyzing 11,000 online property reviews for the resorts.
·Guest who selected an offered paid upgrade left reviews with a 4.6 score – compared with 4.7 for those guests who received complimentary upgrades.
·When asked about “value for money,” the paid upgrades gave a 4.2 score, which is a 25% higher satisfaction rate than guests with no upgrades, while complimentary upgrades had a 33% higher satisfaction rate than no upgrade.