Unlocking Value Across the Guest Journey: Why Hotels Need to Think Beyond the Room
Duve's ebook reveals custom services account for 44.3% of upsell purchases, with 72% of guest messages occurring before arrival.
Photo by Duve
Hotels are leaving revenue on the table, and not because of pricing.
In our latest ebook, Unlocking Value Across the Guest Journey: How Hotels Capture More Value From Every Stay, we break down how hotels can unlock new revenue opportunities across the entire guest experience, using insights from millions of guest interactions.
If you’re still focusing primarily on room revenue, this ebook will show you where the real opportunity lies and how to capture it.
The Opportunity Hotels Are Missing
Guests are already spending throughout their stay. The question is whether that spend happens inside your hotel or somewhere else.
From dining and transportation to early check-in and late checkout, every touchpoint in the guest journey presents an opportunity to create value. But many hotels still treat these as secondary, rather than as a core part of their strategy.
The data tells a different story.
Across millions of guest interactions analyzed through Duve’s platform, custom services account for 44.3% of all upsell purchases, making them the most common type of guest add-on. Meanwhile, traditional room upgrades represent a much smaller share.
Purchases per Product Type
Purchases per Product Type
Duve Frontdesk | Last 30 Days Totals
This highlights a clear shift: guests are not necessarily looking to spend more, they are looking for services that make their stay easier.
Timing Is Everything
Another key insight from the ebook is that when you present an offer matters just as much as what you offer.
Guest behavior shows that engagement is highly concentrated at specific moments in the journey. For example, more than 72% of guest messages are sent before arrival or on the day of check-in, making this one of the most critical windows for communication and upselling.
Hotels that wait until guests are already on property are missing the moment when travelers are most actively planning and making decisions.
Top 5 Clicked Upsells in Guest App
Top 5 Clicked Upsells in Guest App
Duve Frontdesk | Last 30 Days
From Upselling to Guest-Centered Revenue
One of the biggest takeaways from the ebook is that revenue growth does not come from pushing more offers. It comes from aligning those offers with real guest needs.
That means:
Understanding what guests are trying to accomplish at each stage of their stay
Delivering offers at the right moment
Using communication channels guests already prefer
Focusing on convenience-driven services rather than generic upgrades
When done correctly, upselling stops feeling like selling and starts feeling like service.
Download the Full Ebook
These are just a few of the insights covered in the ebook.
Inside, you’ll find:
Data-backed insights from millions of guest interactions
Real examples of what guests actually click, buy, and engage with
A breakdown of key revenue moments across the guest journey
Practical strategies to increase ancillary revenue without adding friction
If you’re looking to capture more value from every stay and build a more modern revenue strategy, this ebook is a great place to start:
About Duve
Duve is an end-to-end guest management system helping hoteliers digitize their hotel processes, increase profitability, improve performance, and offer an elevated guest experience. The platform allows hoteliers to achieve an elevated contactless guest experience, provide upsell services and personalize their communication with guests, without compromising on quality. The platform is intuitive, operating as a modern layer to the core hotel systems. Duve is trusted by hotels worldwide, operates in over 60 countries and integrates with over 70 PMS's & CM systems and translates to 13 languages.
Learn more at getduve.com.