Case Study 2: TrevPAR Upsell - Elevating Guest Stays Through Experience-Driven Upsells

Summary:

In the ever growing and competitive eco-tourism sector, bush lodges often face challenges in converting guest interest, into pre-arrival revenue for additional experiences. This case study examines how a 76-room bush lodge in the Magaliesberg region of North West Province harnessed TrevPAR Upsell over a six-month period to unlock R303 475 in additional revenue - entirely from high-value extras and experiences. By shifting focus from room upgrades to personalised add-ons, the lodge not only boosted profitability but also enhanced guest satisfaction, ensuring stays were set up for success from the moment of booking.

The Challenge:

At this 76-room property nestled in the lush Magaliesberg, guests frequently expressed enthusiasm for immersive experiences such as game drives and spa treatments during their visits. However, uptake remained low, with many opportunities for add-ons going untapped due to reliance on on-site pitches or generic emails. This resulted in fragmented revenue streams and guests arriving without pre-committing to the "activities" that could elevate their stay - such as romantic turndown service or adventure outings -  leaving potential for deeper engagement and satisfaction on the table and untapped. Traditional methods proved more reactive and inefficient, often missing the window to build excitement pre-arrival.

The Solution:

Implementing TrevPAR Upsell To capture this untapped potential and prioritise guest satisfaction, TrevPAR Upsell was deployed with a laser focus on experiences and add-ons. This approach transformed pre-arrival prompts into seamless invitations for investment in a superior stay, delivering immediate ROI through automated, relevant offers.

The rollout was seamless: TrevPAR Upsell integrated within 48 hours, targeting all incoming reservations with tailored, dynamic suggestions. Offers emphasised experiential value, such as "Add a sunset game drive for just R450 with a chance to spot the Big Five up close," ensuring upsells felt like natural enhancements to the property offering.

Implementation and Execution:

The platform's automation handles personalisation and delivery. Guests receive upsell notifications via email, fostering anticipation and commitment before check-in. This pre-emptive strategy eliminates on-site pressure and reduces front-desk interruptions, allowing seamless focus on hospitality.

Key extras promoted through TrevPAR Upsell: 

For this property, the offerings and add-on’s included a diverse array of offerings such as:

· Game Drives

· Quad Biking:

· Picnics and Dinners

· Romantic Turndown Service

·   Couples Massage

·   Hot Air Ballooning

· Additional Night Stays

· Late Check-Out, and Early Check-In

·   Father's Day Lunch

· Bucket of Beers, or Bucket of Ciders

This curated selection ensured hyper-relevance, drawing from guest profiles to promote only fitting options - avoiding blanket one-size-fits-all marketing blasts and maximising conversion without diluting the lodge's authentic charm.

Results and Impact:

The six-month implementation shattered internal benchmarks for ancillary revenue, with every rand stemming from extras that enriched guest journeys. Key metrics include:

· Extras and Experiences Revenue = R303 475 ·

·   Average Monthly Uplift = R50 579

· Guest Satisfaction Boost: Post-stay surveys showed a rise in Net Promoter Scores, which attributed to pre-arrival "investments" in personalised extras.

Operationally, the lodge saw streamlined check-ins and fewer ad-hoc requests, as guests arrived primed with their selected experiences, turning potential chaos into curated bliss.

Key Success Factors:

By focusing high-margin, feel-good add-ons, the lodge aligned upsells with its core appeal - delivering joy and satisfaction. · Through pre-arrival communication, automated prompts built excitement early, converting passive interest into committed revenue while setting stays up for success.  In addition the targeted personalisation was able to ensure offers resonated deeply, driving higher uptake without invasive tactics or wasted efforts.

Conclusion and Future Outlook:

Over six months, TrevPAR Upsell's implementation at the Lodge didn't just generate R303 475 in pre-arrival revenue from beloved experiences - it redefined guest loyalty by prioritising satisfaction as the ultimate profit driver. This model proves scalable for similar properties, offering a blueprint for turning bushveld dreams into banked success.