Crack the code: An upselling strategy that works for all-inclusive resorts
Oaky
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At first glance, the idea of upselling at an all-inclusive resort might seem almost impossible. After all, guests have already prepaid nearly every aspect of their stay, from meals and drinks to accommodation. The common misconception is that this leaves little room for ancillary sales or value-added experiences.
However, the reality is far more promising. Not only can you implement upselling at an all-inclusive resort, but it also has the potential to significantly enhance guest satisfaction and increase revenue. By meeting travelers’ desires for personalization, exclusivity, and convenience, resorts can create compelling opportunities that feel more like curated experiences than traditional sales pitches.
With the right strategy and tools, such as Oaky hotel upsell software, you can unlock this hidden potential and make your ancillary revenue a solid pillar of your revenue strategy.
Beyond the basics: Upsell what guests really want
All-inclusive resorts are designed around abundance. Guests arrive with the expectation that everything they need has already been taken care of. However, that doesn’t mean their desires end there. In fact, once the basics are covered, guests often become more open to indulging in unique experiences that elevate their stay. These desires fall into three major categories:
1. Exclusivity
People crave special treatment—private dinners on the beach, VIP cabana access, or early check-in and late check-out options. While standard offerings are covered in their package, many guests (especially loyal ones) are willing to pay more for elevated experiences that offer privacy or prestige.
2. Creative and unique experiences
Think beyond food and accommodation. Resorts can offer cooking classes, sunset yacht cruises, scuba diving excursions, cultural tours, or even wellness retreats within the property. These experiences not only generate additional revenue but also create unforgettable moments for guests that they’ll talk about long after their stay.
3. Convenience
Travelers, especially families with kids or wellness seekers, often value convenience enough to pay extra for it. Options like early check-in, room upgrades, kids’ activities, spa reservations, or babysitting services are all opportunities for thoughtful upselling.
How to implement a winning upselling strategy at an all-inclusive resort?
1. Focus on high-impact and low-effort guest segments
Not every guest will respond to upsell offers. The goal is to target those most likely to say yes when offered the chance to purchase something extra.
The goal is to focus on guests who are most likely to get an upgrade or opt for exclusive experiences, maximizing your chances of a successful upsell. These guest segments usually include:
Couples & honeymooners (high emotional investment, low price sensitivity)
Families (seeking activities for kids, convenience-focused)
Wellness seekers (motivated by calm, rejuvenating experiences)
Loyal guests & direct bookers (more open to new services each visit).
Use upselling software like Oaky to ensure your offerings reach the right guests. With Oaky’s segmentation, you can create various types of segments to cater to and link them to corresponding offerings, personalizing your pre-arrival and front desk communication. This way, your guests will receive relevant offers and are more likely to book them.
2. Use the time before guests’ arrival to promote your offerings
For many guests, an all-inclusive resort stay is the big trip of the year. And because they often book 3–7 months ahead, you’ve got a golden window to get them excited about room upgrades and extras. With flights and accommodation already sorted, they’re more open to spending a bit more to make the trip even better.
This is where upselling software can help again — sending the right offers at just the right time and to the right guest, without adding extra manual work for your team.
Oaky's pre-arrival upselling helps you take advantage of this golden time before your guests arrive at your resort. Here’s where pre-arrival upselling can truly shine:
Preparing your guests for an upgraded experience by making them aware of everything that your resort offers without having to look somewhere else.
Imagine your guests’ kids want to swim with dolphins. The parents have checked different tours online. If your hotel doesn't make them aware of everything they can do without leaving your resort, they will book elsewhere. Oaky ensures your guests know about your premium experiences, keeping their spending within your property.
Filling your premium rooms and allowing you to resell standard rooms. You can turn pre-arrival upgrades into a strategic tool by encouraging guests to move to premium rooms, creating availability in your standard room category that you can now resell.
Connecting with guests emotionally before arrival. Start being part of your guests’ memories before they set foot on your property. By showcasing your best experiences in advance, you build excitement and anticipation.
Reducing last-minute stress for your team. Oaky's pre-arrival upselling automation means your team doesn’t need to race against the clock trying to arrange a last-minute birthday cake or accommodate special requests.
3. Train your front desk team on upselling
Your front desk team can do more than just guest check-ins and check-outs. When equipped with the right tools and proper training, they can become a significant revenue driver for your hotel.
Since they interact with travelers face-to-face, they’re in a great spot to suggest upgrades or add-ons. You can further boost your results by combining pre-arrival and front desk upselling approaches. Often, pre-arrival upselling helps plant a seed in a guest’s mind regarding the offerings. Once they arrive at the hotel, the power of communicating these offerings in person seals the deal.
The tricky part? Knowing what to offer, who to offer it to, and how to keep track of what works. Fortunately, Oaky’s Front Desk Upsell module makes these questions a thing of the past. Your agents can upsell on the spot, having direct visibility into available options and pricing, as well as the commission (or point amount) they can earn when making a sale. As a manager, you can take advantage of robust reporting on deals and agent performance, allowing you to refine your strategy further.
4. Create irresistible offers and use visual appeal to promote them
Go beyond the usual extras like breakfast or parking. Guests at all-inclusive resorts often crave something unique — think sunset cruises, beach dinners, or family photo sessions, etc. These experiences can turn a great stay into an unforgettable one.
Leverage visual appeal, both before arrival and throughout the hotel, to showcase your offerings. As Pedro Barranco from Sani/Ikos Resorts points out, when the value is clear, guests are often happy to stretch their budget for something special.
5. Don’t let your efforts fall short without automation
Putting a robust and profitable upselling strategy into practice requires consistency and a targeted approach.
However, manual efforts are often insufficient to achieve this. Checking availability, sending out pre-arrival communications at scale, or promoting offerings at the front desk, while keeping availability and correct pricing in mind, adds strain to hotel operations, leading to unsuccessful efforts. With a specialized solution like Oaky’s hotel upsell software, your team can:
Set up pre-arrival personalized upsell campaigns to be sent at the right time before arrival.
Apply dynamic pricing to room upgrades and room-related services to meet demand and maximize ROI.
Provide clear visibility into the front desk team's performance, enabling effective incentive programs to motivate your agents to upsell more.
Eliminate manual work as Oaky integrates with world-leading PMSs to ensure a smooth sync between the two systems.
On top of that, thanks to self-serve capabilities, you can test your creative deals and exclusive offerings to see what works for guests at your all-inclusive resort. Ultimately, your goal is to achieve both consistent ancillary sales and an elevated guest experience, which typically results from providing memorable stays that encourage guests to consider returning.
