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By Manu Vardhan Kannan
Published on January 21, 2025
In the hospitality industry, every guest that walks through the door presents an opportunity to elevate their experience while simultaneously driving revenue. Vivek Shukla, CEO of The Lalit Suri Hospitality Group, highlights the significance of two key strategies—cross-selling and upselling—in achieving this delicate balance. These strategies not only improve the guest’s stay but also create valuable opportunities for revenue growth.
Enriching the Guest Experience through Cross-Selling
Cross-selling involves offering guests complementary products or services that enhance their experience. A simple example is offering a spa treatment or guided tours to a guest who has just booked a room. This approach increases the hotel's transaction value while ensuring a more comprehensive and enjoyable stay for the guest. Personalizing these suggestions is key—recommending a couples’ massage for a romantic getaway or local attractions for a family vacation can significantly enrich their experience.
Elevating Choices with Upselling Upselling focuses on encouraging guests to opt for premium options. This can range from suggesting a suite upgrade to offering a bottle of premium wine or flexible check-in times. The key to successful upselling is presenting these options in a friendly, non-intrusive manner. Highlighting the added value, such as a stunning ocean view, ensures that guests see the worth in upgrading, elevating both their experience and the hotel’s revenue.
Benefits for Guests and Businesses When executed thoughtfully, both cross-selling and upselling create a win-win situation. Guests benefit from a more personalized and enriching experience, which makes them more likely to leave positive reviews and return in the future. For businesses, these strategies contribute to increased revenue per guest and provide a competitive edge in the market.
Key Factors for Success Several elements are crucial for the success of these strategies:
Personalization: Leveraging guest data to make relevant recommendations ensures the offers feel meaningful and tailored.
Timing: The success of these strategies often depends on the timing of suggestions—well-timed recommendations during booking, check-in, or meal times enhance the chances of success.
Staff Engagement: Employees must be trained to recognize opportunities and present them naturally to guests. Strong interpersonal skills and knowledge of the hotel’s offerings are essential.
Technology: AI-driven booking systems and mobile apps can analyze guest preferences to provide personalized recommendations. Kiosks and digital touchpoints further promote upgrades and add-ons.
By combining strategic cross-selling and upselling techniques with personalization and the right timing, hospitality businesses can create memorable guest experiences while maximizing revenue. These practices not only generate immediate financial returns but also foster long-term guest loyalty, making them invaluable for sustained success in the competitive hospitality industry.
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Published on February 25, 2026
Set amidst flowing river waters and open natural surroundings, Stone Water by Zuper has officially opened its doors, introducing a fresh destination escape near Mumbai. Designed as a Bali-inspired retreat, the resort blends nature, thoughtful architecture, luxury living, and recreation, positioning itself as a standout hospitality offering in Karjat.
The resort features 126 well-designed rooms spread across five distinctive categories, each created to offer a close connection with nature while maintaining modern comfort. Options range from The Whispering Brook, an earth-sheltered stay opening to sweeping river views, to The Cascade Private Pool Cottages, where warm lights glow through surrounding forest greens. Guests can also choose Silver Spring Pool Access rooms with direct pool entry, or the TwinLeaf Pool Cottage, ideal for families and groups seeking private poolside stays.
Dining is a key highlight at the property. A signature restaurant set beside a legacy old banyan tree offers relaxed open-air dining, while a stylish café and bar caters to casual indulgence. Adding to the experience is a boho-inspired pool bar overlooking the river, creating a lively yet laid-back setting for evenings with handcrafted cocktails. For events and celebrations, the resort offers two indoor banquet halls, a poolside lawn, and a large river-facing lawn designed for weddings, social gatherings, and grand occasions.
One of the resort’s most anticipated features is its upcoming exclusive river canopies, positioned right in the middle of the flowing river. These private spaces promise a rare stay experience, surrounded by panoramic views and the calming sound of water, making them truly one of a kind in the region.
Recreation is equally well thought out, with facilities including pickleball courts, paddle courts, bowling alleys, and other activity zones. The mix of leisure, adventure, and social spaces allows guests to strike the right balance between relaxation and energy-filled experiences.
Speaking at the launch, Mr. Ajay Badekar, Director of Stone Water by Zuper, said, "This is how dreams turn into reality. Stone Water Resort & Spa is a sanctuary of peace and serenity where guests can create their own moments rather than wait for someone else to make them. This is where nature and design co-exist in absolute harmony & it is not just a destination, but an experience designed to be cherished for a lifetime."
The property is managed by Zuper Hotels & Resorts, a well-known name in Maharashtra’s resort and boutique hospitality space. With over 14 years of experience, Zuper manages premium properties across the state and plays an active role in weddings, corporate events, and large-scale celebrations.
With its layered pools, river-centric design, luxury stays, and vibrant lifestyle offerings, Stone Water by Zuper marks a new chapter in experiential hospitality near Mumbai, offering guests an escape that feels immersive, refreshing, and memorable.
Suba Hotels Limited has announced the addition of three new properties under its popular Click Hotels brand. The newly signed hotels will be located in Hyderabad, Ujjain, and Visakhapatnam. With these signings, the company now manages a total of 35 hotels under the Click Hotels portfolio.
Sharing his thoughts on the expansion, Managing Director Mansur Mehta said, "Our brand Click Hotels has been gaining a lot of popularity and acceptance with both guests and owners. We are extremely happy with the response, and the entire team at Suba Hotels will strive hard to ensure that the Click Hotels brand receives more recognition and accolades from everyone."
Commenting on the milestone, CEO Mubeen Mehta congratulated the team and said, "I congratulate the entire team on such a wonderful achievement. It truly shows the utmost commitment of the team. Such results are possible due to dedicated teamwork." He further added that this growth reflects the steady and fast-paced expansion of the Suba Group.
Providing more details about the newly signed properties, VP Operations Abinash Ashok said, "The Click Hotel, Gachibowli, Hyderabad, is a 48-room property and is being developed in association with Multiverse Hotels. The Click Hotel, Ujjain, comprises 53 rooms, and The Click Hotel, Visakhapatnam, is a 32-room hotel developed in association with Abhiram Hotels & Resorts and Indus Group."
Suba Hotels is among India’s largest and fastest-growing domestic hotel chains in the mid-market space. The company operates across upscale, upper midscale, midscale, and economy segments. With a strong presence in Tier 2 and Tier 3 cities, Suba Hotels continues to grow through smart market strategies, an asset-light approach, and a focus on delivering quality guest experiences at accessible price points.
Published on February 24, 2026
United Hospitality Management (UHM), a global leader in luxury and mixeduse hospitality management, has entered into a franchise agreement with IHG Hotels & Resorts for Garner Bhidawi. This signing forms a key part of UHM’s ambi;ous growth plans in India and follows its recent acquisition of the boutique brand Rosastays.
United Hospitality Management – India will manage the 45-key hotel, which is scheduled to open in 2027. The property, to developed by Modest Structures Private Limited, will offer modern rooms suited for both short and extended stays, focusing on delivering quality hospitality at an accessible price point. With this addition, Garner Bhidawi becomes the fourth Garner brand property in India. Garner is a midscale conversion brand that prioritises comfort and meaningful experiences.
UHM formally entered the Indian market in Q4 2025 through the acquisition of Rosastays. This move significantly strengthened the group’s footprint in the country, adding 17 opera;onal proper;es across key leisure destinations including Goa, Kasauli, Nainital, Pushkar, and Shimla.
Commenting on the development, Deepika Arora, Managing Director, United Hospitality Management – India, said:
“Our focus in India is on building a diversified and future-ready hospitality portfolio through strategic partnerships and disciplined management. The addi;on of Garner Bhiwadi strengthens our presence in emerging industrial and business corridors, while allowing us to apply United Hospitality Management's opera;onal exper;se to a format that delivers strong owner returns and consistent guest experiences.
As we expand following our entry into the Indian market, we are selectively identifying locations where professional management, global brand systems and local market understanding can collectively unlock long-term value. Garner Bhiwadi reflects this approach and reinforces our commitment to scaling thoughtfully across key growth markets.”
With more than 30 years of exper;se and over USD 1 billion in assets under management, UHM oversees a growing global portfolio across Europe and the Middle East. Its portfolio includes partnerships with global brands such as Marriott, Accor, Hyatt, and Wyndham, along with its own lifestyle ecosystem featuring over 20 specialty food and beverage brands and the award-winning wellness brand, ‘Serenity – The Art of Well Being’.
IHG’s newest midscale conversion brand, Garner, builds on the group’s leadership in the midscale segment. It offers quality stays at an accessible price point, designed around relaxed and flexible experiences. Garner is aimed at value-conscious travellers who priori;se comfort and meaningful experiences, supported by IHG’s global enterprise systems and rewards programme.
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