Automated processes, higher conversion rates and more time for guests: The collaboration highlights the tangible impact of digital upselling strategies across a multi-property hotel group.
Digitalising the guest journey is delivering increasingly measurable results in day-to-day hotel operations: a joint case study by SIHOT and Oaky by Plusgrade shows that MEININGER Hotels significantly increased their monthly upselling revenue following the implementation of a two-way integration between the Property Management System and upselling platform. At the same time, manual processes were substantially reduced and operational efficiency across hotel teams sustainably improved.
Prior to implementing Oaky, upselling at MEININGER Hotels was largely handled manually – either through customer care teams or directly at the front desk. Both approaches proved time-consuming, difficult to scale and often led to missed revenue opportunities. With the introduction of Oaky, OTA bookings could initially be addressed in a more structured way, while direct bookings remained only partially integrated into the process. It was only with the jointly developed two-way integration between Oaky and SIHOT that this operational gap was fully closed.
Through the bidirectional connection, additional services are now automatically transferred into the reservation in real time, without requiring
any manual input from staff. The result is a fully digitalised upselling process that works seamlessly for both direct and OTA guests, while significantly reducing operational complexity in day-to-day hotel operations.
“From the very beginning, the collaboration between SIHOT and Oaky has been proactive and innovative, resulting in a seamless 2-way integration.
Today, we benefit from a scalable setup that boosts revenue, reduces manual work and delivers a smoother journey for our guests”, said Céline Mamane, Head of Digital Marketing at MEININGER Hotels.
Alongside the revenue uplift, additional metrics underline the impact of the integration: the open rate of pre-arrival communication reaches 78%, while F&B services account for the largest share of upselling revenue at 64%, followed by transport services (25%) and early check-in and late check-out (9%). At the same time, hotel teams benefit from significantly faster processes, as a large proportion of upsell requests are handled automatically.
Maria Santoro, Partner Manager at SIHOT Group, adds: “The integration demonstrates how essential an open and connected system environment has become for the hospitality industry. Only when systems such as the PMS and specialised upselling solutions work seamlessly together can additional revenue potential be fully realised. This is exactly where we see a key driver for advancing operational hotel processes.”
For MEININGER Hotels, the development goes beyond pure revenue growth. Centralised control mechanisms at group level ensure a consistent brand experience across all properties, while still allowing for tailored offers at a local level. The results clearly illustrates how upselling is evolving from a standalone sales activity into an integral part of the digital guest experience.
