Introduction
Every hotel knows the frustration of watching premium rooms go unsold, or worse, given away for free. Without a system in place, upselling is often an afterthought. An inconsistent effort left to chance, and too often overlooked in the rush of daily operations.
At the JW Marriott Savannah Plant Riverside District, this was the reality. Despite the hotel’s prime location and distinctive offerings, upsell revenue was virtually non-existent. Guests who would gladly have paid for an enhanced experience simply weren’t being asked.
Challenge
The absence of a structured upselling program meant $0 in upsell revenue. Premium suites and special room types were being allocated without payment, and staff weren’t incentivized or equipped to consistently sell upgrades. What could have been a significant revenue stream remained untapped, and guests missed opportunities to enjoy an experience more closely aligned with their preferences.
As Jace Lange, Director of Rooms, put it plainly: “Basically it was zero before.”
Solution
UpsellGuru introduced a streamlined, automated Pre-Arrival Upselling program. Guests began receiving branded, personalized emails before arrival, showcasing room upgrades and extras tailored to their stay.
The process was simple yet powerful: every guest received an offer, every premium room was positioned for sale, and the revenue team regained control over inventory that had previously been lost to complimentary upgrades. Automation handled the heavy lifting, while hotel teams focused on delivering service.
Results
The turnaround was immediate and striking. Within months upsell revenue jumped from zero to six figures. Guests engaged strongly with the pre-arrival emails, conversions exceeded expectations, and what had once been a non-existent income stream became a consistent line on the budget.
- From $0 to $100,000 in upselling revenue within months.
- Premium rooms are monetized instead of given away.
- Guests received a stay better aligned with their expectations.
As Jace Lange reflected: “Now, we hit about $100k — tremendous.”
Takeaway
The success at JW Marriott Savannah highlights the power of structure and automation in upselling. What had once been left to chance became a predictable, scalable stream of income without adding pressure on staff.
For Jace, the real shift wasn’t just about the numbers but about building confidence in a new process: “It’s not just incremental revenue. It’s now a reliable part of our budget.”
Karl Schmidtner, CEO of UpsellGuru, explains: “What changed for JW Marriott Savannah was putting upselling where it belongs: in the guest journey before they even arrive. Pre-arrival automation created a new process that consistently monetizes opportunities that used to slip through the cracks. Instead of upgrades being random or complimentary, they are now predictable, profitable, and part of a system that delivers both revenue and better guest experiences.”
About JW Marriott Savannah Plant Riverside District
The JW Marriott Savannah Plant Riverside District is the city’s premier luxury destination, redefining the historic riverfront with a bold transformation of a former power plant. The hotel features 419 guestrooms and suites across three distinct buildings — the industrial Power Plant, the artistic Three Muses, and the maritime-inspired Atlantic. Beyond accommodations, guests can enjoy more than a dozen dining venues, rooftop lounges, the Poseidon Spa, curated shopping, and nightly live entertainment, creating a full lifestyle district at the heart of Savannah. Blending history, design, and modern hospitality, the property attracts Marriott Bonvoy elites, leisure travelers, and groups alike, offering memorable stays that balance sophistication with vibrant experiences.
About UpsellGuru
UpsellGuru is a cutting-edge upselling platform tailor-made for the hospitality industry, powering automated, personalized revenue strategies across the entire guest journey — pre-arrival, on-arrival, and in-stay. Trusted by over a thousand hotels, UpsellGuru enables dynamic, brand-aligned communication with guests — from bidding on room upgrades and extras to pushing thoughtful offers at check-in and during the stay — maximizing conversions while reducing workload. With seamless integration into leading Property Management Systems, real-time analytics, and automation at its core, it’s all about smarter upselling: more profit, happier guests, less effort.
