How to Upsell Ethically – or Gracefully Set Expectations
In the world of holiday letting, guest requests come in all shapes and sizes. From early check-ins and mid-stay cleans to hampers, cots, kayaks and everything in between – our guests are wonderfully diverse in what they hope for. And while going the extra mile can elevate their
stay, it’s equally important to strike a balance between hospitality, practicality and fairness. Upselling should feel less like “selling” and more like curating experiences.
Here’s how hosts can respond when guests ask for a little more – and how to turn those moments into opportunities without compromising boundaries.
1. Think of Upselling as Simply Improving Their Stay
Ethical upselling isn’t about pushing add-ons. It’s about offering genuine value that aligns with what a guest is already seeking.
For example, if a guest asks for recommendations for a nice dinner, a grazing hamper could be a thoughtful option that lets them enjoy a relaxed meal at home. If they mention a birthday or anniversary, suggesting a small celebration package can make their stay feel extra special.
When the focus is on improving the guest experience – not just adding costs – guests feel supported rather than pressured.
A helpful question to consider:
Will this make their stay easier, more comfortable or more enjoyable?
If yes, it’s the right kind of upsell.
2. Transparency Builds Trust
Whether you’re offering a massage, a hamper or a mid-stay clean, guests appreciate knowing exactly what’s available and what it includes. Clear details help avoid misunderstandings and give guests confidence in their choices.
For example:
“We can arrange an in-house massage for $150. It’s a 60-minute session with a qualified therapist and they bring everything needed for a relaxing treatment.”
When information is shared openly and warmly, guests feel comfortable saying yes – and just as comfortable saying no.
3. Setting Boundaries Is Still a Form of Hospitality
Sometimes guests ask for more than you can reasonably provide. Maybe an amenity is unavailable, or a request goes beyond what the home is designed for. In these moments, how you say no matters just as much as the no itself.
For example:
“We’d love to help if we can. The home doesn’t come with surfboards, and we’re not able to supply any during your stay. A great alternative is Central Coast Surf School or Central Coast Surf Academy – both offer board hire and will deliver to several Central Coast beaches. Many of our guests have used them and had fantastic experiences.”
By offering a clear alternative, the response stays friendly, professional, and helpful – even when the answer must be no.
4. Create Pre-Set Offerings (So You’re Never Caught Off Guard)
Guests often don’t know what they can ask for, but they love having options. By having a small range of pre-defined upgrades – like hampers, mid-stay cleans, firewood bundles, beach kits or celebration add-ones – you can streamline the process for both sides.
This also keeps everything consistent, transparent and easy to price.
5. Know When “More” Isn’t Better
Sometimes, the kindest thing is to gently manage expectations. If a request would compromise the home, impact neighbours or create unrealistic standards for future guests, it’s okay to hold your ground.
Consistency protects your home, your time and the guest experience overall.
For example:
“I’m so glad you’re excited to celebrate during your stay! To keep the house in great condition for you and future guests, we’re not able to allow a large gathering or party. What I can suggest is a few lovely local places where you could celebrate instead – for example, Terrigal Haven has picnic and barbecue facilities, Terrigal Beach has grassed picnic spots right near the sand, and Terrigal Rotary Park offers free BBQs and picnic tables. These spots are beautiful, relaxed and perfect for a friendly get-together.”
Boundaries delivered with warmth still feel like care.
6. Hospitality is a Partnership
Guests want to feel cared for, and owners want their homes to be respected. The magic happens where these two meet.
When you suggest a thoughtful upgrade, set clear boundaries or communicate kindly, you’re doing more than managing a booking – you’re nurturing a connection.
These moments of care and clarity turn into loyal guests, glowing reviews, and stays that feel effortless and memorable.
Creating More – Without Giving Too Much
Asking for more is simply a sign that your guests feel comfortable, welcome and excited. With the right approach, these moments can become opportunities to enhance their stay, strengthen trust and celebrate what makes your home special.
At Kahuana, we’re here to help you navigate these conversations and craft offerings that feel generous, sustainable and true to your home.
Because when hospitality is thoughtful and grounded, everyone wins.
