How Paid Upsells Transformed Operations for a Luxury Property Manager in Spain
25 feb 2025
Managing five luxury villas in Spain is no small feat, and for Rens, a dedicated property manager, efficiency is everything. From coordinating guest check-ins to ensuring top-tier service, his goal is to create seamless, high-end experiences for visitors while optimizing operations.
When HolidayHero introduced its Paid Upsells feature, Rens saw an opportunity to streamline guest requests and unlock new revenue streams, he reached out and became one of the beta testers. Now, with automated upselling and seamless payments through Stripe, his team has not only boosted guest satisfaction but also reduced operational workload significantly.
The Challenge
Managing Check-ins, Guest Requests, and Additional Services Rens oversees all guest interactions, ensuring smooth arrivals, seamless experiences, and premium services at his villas. Before using HolidayHero’s Paid Upsells, offering additional services like private chefs, extra cleaning, and early check-ins was a manual and time-consuming process.
“We used to handle every upsell request manually—guests would ask via email or phone, and we’d have to confirm availability, arrange payments, and communicate details back and forth,” says Rens. “It was inefficient, and we often missed out on opportunities.”
Additionally, guest inquiries took up a huge portion of his time. Without a centralized way to provide information, guests frequently reached out with questions about check-in, local recommendations, and available services.
The Solution, Paid Upsells
Automated Upsells & Seamless Payments With HolidayHero’s Guest App and Paid Upsells, Rens was able to completely transform how additional services were handled. Now, guests can book premium add-ons directly through the app, and payments are processed instantly via Stripe.
“Setup with Stripe was easy and arranged in less than five minutes,” says Rens. “I never have to chase payments anymore, which is a huge relief.”
By integrating the upsells feature into the Guest App, guests now browse, select, and pay for additional services—all before they even arrive. This automation has significantly reduced back-and-forth communication and made the booking process frictionless.
The Results
Increased Revenue & Improved Guest Satisfaction The impact of Paid Upsells was immediate and tangible:
✅ Higher Guest Engagement & More Upsell Conversions
On average, 25% of guests purchase an upsell through the app. Popular choices include:
Luggage Store & Pickup – If early check-in isn’t available, guests can have their luggage picked up and stored.
Private Chef Experiences – High-end travelers love booking personalized dining experiences.
Additional Cleaning Services – A great option for longer stays.
Early Check-In & Late Checkout – A consistently high-demand service.
✅ More Reviews & Fewer Guest Inquiries
The ease of accessing services and information within the HolidayHero Guest App had a major impact on guest satisfaction:
Review rates increased from 90% to 95% due to the smoother experience.
Guest inquiries dropped by 75%, as all essential information was readily available within the app.
“Having the HolidayHero Guest App increased our review rate by 5% and cut guest questions by 75%,” Rens shares. “Guests have everything they need, and they appreciate how easy it is to arrange extras.”
A suprise benefit
The Fridge Stocking “Shopping List” Hack One unexpected advantage of the new upsell system came from the pre-stocked fridge service. Previously, when guests requested a filled fridge, the villa staff had to decipher handwritten listsor sort through multiple email requests.
“Now, guests use the app’s upsell feature like a shopping list,” Rens explains. “They select what they want, and we know exactly where the products are in the supermarket. No more guessing or back-and-forth. It makes everything faster and more efficient.”
Final Thoughts
Why Every Property Manager Should Use Paid Upsells For Rens, the Paid Upsells feature has been a game-changer. He’s now saving time, increasing revenue, and delivering a more seamless guest experience—all with less manual effort.
“If you’re managing high-end properties, you need this feature,” he says. “It creates a luxury experience for guests while making our operations more efficient. It’s a win-win.”
With automated upselling, seamless payments, and reduced guest inquiries, HolidayHero has empowered property managers like Rens to spend less time on logistics and more time delivering unforgettable stays.
