To date, they’ve rolled out Oaky at 51 hotels worldwide for pre-arrival upselling. They began with pilot programs at the end of 2023 and, after seeing strong results, expanded Oaky’s implementation to more properties. Here’s how the hotels leverage Oaky today to communicate ancillaries in a personalized and seamless way.

Scale pre-arrival upselling: As Iberostar didn’t have any upselling tech in place, their guests were unaware of what else in addition to a room they could get to enrich their guest experience. On top of that, there was no centralized system in place to ensure that these were presented to guests at the right time pre-arrival. As such, they struggled to give the different hotels in their chain more control over what they offer to guests before they arrive.

Maximize revenue opportunities: The inability to proactively sell ancillaries led to underutilized room upgrades and services. Relying solely on front desk upselling wasn’t enough to drive profitability.

Reduce dependency on OTAs: Ancillary services are one of Iberostar’s unique selling points. It sets their direct channel apart as you can’t book these deals through any other channel, helping to reduce dependency on third-party channels. To do this, they needed a tool to not only enhance guest engagement but also generate more revenue from their own channel, minimizing dependency on third-party distribution channels (OTAs).