Add-On Offer
An Add-On Offer is a supplementary product or service a guest can purchase in addition to their accommodation booking to enhance their stay. These offers, also known as upsells or ancillary services, can range from tangible items like a welcome basket to services like a mid-stay cleaning or experiences like a local tour.
Why it matters
Add-On Offers directly increase the average revenue per booking and boost overall profitability beyond the nightly rate. Thoughtfully curated offers also enhance the guest experience by providing convenience and personalization, which can lead to better reviews, repeat bookings, and a stronger brand reputation.
Operator use case
An operator will typically present add-on offers at different stages of the guest journey, such as during the booking process, in pre-arrival communications, or within a digital guidebook. For example, an operator can automate an email a week before check-in to offer early check-in or a stocked refrigerator, allowing the guest to customize their arrival. This approach avoids being pushy while providing tangible value to the guest.
Industry insight
A common misconception is that add-on offers need to be complex or outsourced. In reality, the most successful add-ons are often simple, in-house services that solve a common guest need, like late check-out or the purchase of a locally sourced welcome basket. Operators often make the mistake of presenting too many options or presenting them at the wrong time, overwhelming the guest instead of enhancing their experience. The key is to personalize the offers based on guest type or the nature of their trip; a family might value a crib rental, while a couple celebrating an anniversary might purchase a romance package. Strategically, operators should track the performance of different offers to understand which add-ons are most popular and profitable, refining their strategy based on this data.
Tech & tools relevance
Property Management Systems (PMS) are central to managing add-on offers by allowing operators to create, price, and automate the offering of these services. Many PMS platforms can trigger automated messages to offer add-ons at specific points in the guest journey. Digital guidebooks are another key tool, providing a seamless way for guests to browse and purchase available extras before and during their stay. On direct booking websites, these offers can be presented during the checkout process, creating an e-commerce-like experience for the guest.
How Hostfully helps
Hostfully's platform allows operators to create and promote add-on offers through its direct booking website feature, enabling guests to purchase additional services at the time of booking. Operators can also use the automated messaging tools to schedule and send personalized offers to guests at key moments before their stay. Furthermore, Hostfully's Digital Guidebooks provide a dedicated space to showcase and sell add-on services, which guests can access and purchase at their convenience.