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Golden opportunity: Upselling ups positive reviews and guest satisfaction

12/23/2014| 10:12:52 AM| 中文

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.

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TAGS: upgrades | Shangri-La Hotels & Resorts | Brand Karma | TSA Solutions
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