Challenge
Sandpiper Beacon had never used a guest experience platform before Akia. Operations were entirely manual, such as pens, paper, and even physical keys.
Before Akia, upsells like early check-in or late checkout could only be offered at the front desk. Staff had to rely only on in-person conversations:
“Early check-in and late checkout are all new revenue for us. Before Akia, we did maybe 5% of what we do now. Akia gave us the option to offer upsells we never could before.
Owner, James Keltner, explained, timing was everything:
“It’s an awkward conversation when a guest arrives, sees an empty parking lot, and you tell them they have to pay $45 to get in early.”
Without a digital solution, staff were limited in what they could upsell, and opportunities to capture revenue were often missed.
Solution
Sandpiper turned to Akia’s Mini Apps to move upsells out of the front desk and directly into the digital guest journey.
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Early check-in in the registration card - Guests receive the option to secure early check-in before arrival, right in the digital registration card. Instead of asking at the desk and risking frustration if the room isn’t ready, guests confirm and pay ahead of time. This removes pressure from staff and creates an easier arrival experience.
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Late checkout in the departure guide - Before guests leave, Akia’s departure guide presents the option to extend their checkout time, and payments are captured automatically.
James also tailors pricing based on demand and room type. In peak season, or for larger rooms that take longer to clean, the upsell rate is set higher. In the off-season, pricing adjusts downward. This flexibility allows Sandpiper to maximize revenue while preparing in advance for room turnover and staffing needs.
By embedding upsells in these touchpoints, Sandpiper Beacon Beach Resort captured revenue that was previously missed. Guests see these options at the right moment, commit early, and staff no longer have to push upsells in person.
