Skip to main content

How to set up Room Upgrades

Paulina
Updated
Duve enables hosts to offer their guests an upsell for a Room Upgrade during their Pre Check-In process. 
 
A Room Upgrade is an upsell offer for guests to pay x amount to stay in a higher-level room during their stay. This can be offered at full price or discounted price, the guest can also bid for it. It gives the guest an opportunity to upgrade their stay, and adds value for the hotel by filling their higher-priced rooms.
 
  • This feature is available for Hotels Property Type only

 

How to Set it Up?

 

First, make sure all your rooms have the information needed, go to Rooms > Room type > set up description, amenities, add photos, etc.
 
 
 
The next step after setting up your room's information is to go to Upsells > Manage
Click on Add new and choose Room upgrade
 
 
Note: After creating the Room upgrade, edit the descriptions, photos and amenities only on the Room Upgrade upsell itself. Editing on the Room type will not reflect the updates in the Room Upgrade upsell. 
 
Select Brands (if applicable)
 
Description
This is what your guests will see when this upsell is presented to them.
 

🆕 Room Upgrade – Visibility Conditions

This section enables you to define specific filters that determine which guests will see the Room Upgrade upsell.

Available Filters Include:

  • Booking Source

  • Rate Code / Rate Plan

  • Guest Segment or Tag (for example: VIP, Corporate, Leisure)

Once these filters are set, the Room Upgrade will only be displayed to guests who meet the selected conditions. If no filters are applied, the upsell will remain visible to all guests, as before.

Example Use Cases:

  • Show Room Upgrades only to leisure guests to improve conversion and avoid confusion for corporate clients.

  • Exclude VIP guests from seeing paid upgrade offers to preserve brand experience.

  • Hide upgrade offers for corporate guests who already receive complimentary upgrades through existing agreements.

Note: For existing Room Upgrades, Duve will automatically apply the currently assigned brand to the new Visibility Conditions section.
When creating a new Room Upgrade, the brand filter will display only brands that don’t already have a Room Upgrade assigned.

Booking options

  • Instant - Guests can instantly book from availability (Duve or Live Availability in Optima and Opera)
  • Required Approval - hosts need to approve the upgrade request (recommended option over instant to avoid issues)
  • Guest Bidding - allows guests to offer a bid for a room upgrade in the amount that they choose which hotel either approves or doesn’t
  •  
 
Room Types
Choose room types to be included in the room upgrade option.
 
You also have the option to edit the room types within Room Upgrade.
 
 
Price levels
Build your pricing level with the lowest and highest-priced rooms.
 
Default Pricing
Set your default price for the upgrade.
 
Payment method
There are two payment options in Duve:
  • Payment by Cash/ Add to Hotel Bill - Collected upon "Check-In" or Collected upon "Check-out" (for hotels only)
  • Payment by Credit Card (Payment by Credit Card is only possible if a payment provider is connected).
 
Availability
Block the visibility of the room upgrade upsell relative to the guest's Check in date.
 

There are two options:

  1. Set to Always (Default state)
  2. Before x hours/days before the Check-in date 

 

When setting x hours/days before check-in date, the upsell will show relative to the guest's Check-in date AND reported ETA or the Account's Earliest Check-in time (if the guest did not complete Pre Check-in).

For more information: New! Block Room Upgrade relative to Check-in day

 
 
Discount (optional)
You can choose to enable discounts for the guests and choose how much discount the guests who will book their room upgrade through Duve will receive.
 
Extra pricing
Here you can override the default pricing to adjust what guests see for high-season vs. low-season discounts or higher pricing.
 
Advanced options
Here, you can implement the specific currency, a cap to stop offering when x rooms are left within a room type, limit by booking sources & status, and set who will receive the order email.
The Billing Identifier field must be used according to your upsell/service setup in your PMS (Optima, Beds24). The name under the Billing identifier will need to match the name or ID of your PMS upsell exactly.
 
 
 
 
Live Availability toggle - Only for Opera 5, Optima 1 & Mews
Duve will query the PMS directly for a live availability of the rooms in a hotel to give an accurate view of current availability for Room Upgrades. It gives access to know all availability including out of order rooms, blocked rooms etc. Live availability is not automated, it is available upon request and requires additional setup.
 
 
Used for Optima, Mews & Opera 5 - turn on the Live Availability feature
 

Opera 5 FAQ:

Q: The requested upgrade type is available; however, the total availability is in Minus, and the room upgrade is passing, but the action is not happening (the room is not upgraded). What can be the reason?
 
A: If there is an availability in some room types, but the total is in Minus, the "Overbooking" settings need to be checked in Opera, since we are getting "There are not enough rooms available on HOUSE level" error, although the room type is available.
 

Guest Experience

In Duve's Online Check-in, Room Upgrade is shown by default as Step 3 of the Online Check-in process:
 
Guest Area:
 

Related articles

Comments

0 comments

Please sign in to leave a comment.