Selling extras without being pushy: the three-moment rule
Breakfast in the room, transfers, local experiences: how to offer them when the guest is actually ready to listen.
by Pierantonio Pozzi, founder of StayFast and host in Caspoggio
Questo articolo è pubblicato in inglese.
The most common mistake with extras is offering everything, all the time: prices on the homepage, a pop-up at check-in, emails packed with deals. It rarely works, because it ignores the moment. Guests buy extras when they've just solved something else — not when you keep pushing.
Moment 1: right after the booking is confirmed
As soon as the booking is confirmed the guest is in "I'm getting ready" mode. That's the right window to offer airport transfers, reserved parking, late check-out. Not discounts — convenience. The job is to take a small worry off their plate before the trip even starts.
Moment 2: the evening before arrival
One short message with a link to your extras. This is when delivered breakfast, a small welcome kit, or booking a table for the first night land well. The guest is already thinking about dinner — you simply remove the friction.
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Moment 3: the morning after check-in
The guest is inside, having coffee, with a clearer idea of what they want from the day. This is the moment when experiences, guided tours and bike rentals actually sell. A short "tip of the day" with one bookable option does far more than a long menu of services.
An honest note
Not every guest will buy an extra, and that's fine. The goal isn't to push the average ticket up at any cost — it's to offer something genuinely useful to the guests who actually want it.
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