Are there any hotel brands that have been able manage this problem? What do they do?

• Marriott International:

  Marriott has implemented an upselling program that utilizes technology to identify and offer targeted upsell options to guests. They use data from their CRM system to offer personalized recommendations for room upgrades, food and beverage packages, and other services. Marriott has also trained their front-line staff to identify upsell opportunities and offer personalized recommendations to guests.

• Hilton Worldwide:

  Hilton has developed an "upsell academy" to train its staff on upselling techniques and to incentivize them to sell more products and services. They have also implemented a program called "eMenu," which allows guests to browse and purchase additional amenities and services through a tablet in their hotel room.

• Four Seasons Hotels and Resorts:

  Four Seasons has implemented a program called "Enhance Your Stay," which offers guests a variety of add-on services and experiences, such as spa treatments, personalized fitness programs, and exclusive dining experiences. They also use their CRM system to offer targeted promotions to guests and to personalize the guest experience.

• AccorHotels:

  AccorHotels has implemented a program called "Upsell Marketplace," which allows guests to view and purchase additional services and experiences through a mobile app. They have also trained their staff to identify upsell opportunities and to offer personalized recommendations to guests.