Use Case
In the days before arrival, an Aurelian hotel sends the guest a personalized video that makes check-in feel handled before they even reach the lobby. It welcomes them by name, confirms the details of their stay, and previews the room waiting for them, setting a warm, on-brand tone that a plain confirmation email never could.
From the same video, the guest can lift their stay with a tap, an upgrade to a higher floor, a spa treatment, early check-in, or a dinner reservation, each offer tailored to their trip and loyalty tier. Because the choices are relevant and the booking is frictionless, the upsell reads as thoughtful hospitality rather than a hard sell.
Outcome
By turning the pre-arrival moment into a personal welcome, the chain increases upsell revenue before the guest even checks in, smooths the arrival experience, and starts the stay on a note of genuine care.
