5 Oracle Hospitality Nor1 eXpress Upgrade

This chapter covers Oracle Hospitality Nor1 eXpress Upgrade, a pre-arrival upsell solution designed for OPERA Cloud and OPERA PMS properties. The solution enables hotels to present guests with real-time, inventory-driven room upgrade options and additional add-on offers prior to arrival. Offers are powered by Nor1 PRiME to support dynamic, inventory- and pricing-based decision-making processes.

Instant confirmation: When a guest selects and confirms an eligible offer, the transaction is processed immediately without invoking a waitlist flow.


This image shows Reservation Confirmation

Elgibility and Integration Requirements

  • OPERA Cloud Version

    • Available for OPERA Cloud and OPERA 5.0+ hotels with full two-way Nor1 integration.

  • PRiME Configuration

    • Property must be enabled for eXpress Upgrade to generate offers and real-time pricing.

  • Inventory Availability

    • Requires live room inventory integration with OPERA Cloud or a connected Central Reservation System (CRS).

  • Transactions Mapping

    • Requires the creation of Nor1-specific transaction codes or packages in OPERA Cloud for automatic posting.

  • Available Integrations

    • Supported integrations include OXI and OHIP.

  • OHIP-based Upsell API Integrations

    • OPERA Cloud version requirements, partner subscriptions and configuration alignment including exposure windows and further integration access details.

Key Benefits

  • Converts last-minute upgrade and add-on opportunities into confirmed revenue.

  • Improved guest experience with self-service, pre-arrival personalization.

  • Reduced front desk workload by confirming upgrades automatically prior to arrival.

  • Operational transparency with visibility in OPERA Cloud and Nor1 applications.

  • Offers are priced dynamically, using analytics and Nor1 PRiME, to maximize revenue opportunities without manual intervention.

Offer Types and Pricing Options

Supported Offer Types

eXpress Upgradecan present room upgrades and non-room add-ons, including:

  • Room Upgrade

  • Room Feature

  • Early Check-In

  • Late Check-Out

  • Extra Room

  • Extra Day

  • Food & Beverage

  • Parking

  • Spa Services

  • Amenity

Supported Charge Frequencies

Depending on the hotel configuration, offers may be priced as:

  • Per night

  • Per stay

  • Per person

  • Per person per night

Offer Generation

Offers are generated by Nor1 PRiME, with a typical maximum of five offers per reservation. Posting may be configured using packages and/or fixed charges.

eXpress Upgrade Offer Flow

Hotels can present eXpress Upgrade offers through multiple guest-facing touchpoints.

Pre Arrival Upsell Emails

  • Delivery window: Messages are sent within a configurable pre-arrival window commencing X days prior to arrival and extending until check-in. This includes eligible reservations booked in advance as well as last-minute bookings created within the same period. The timing is configurable at the property level.

  • Email content and CTA: eXpress Upgrade emails include a Call-To-Action (CTA) banner that links to the eXpress Upgrade offer page. Offer content, branding, and timing may be configured at the chain or property level.

  • Click-through availability: Because availability can change after the email is sent, if a guest clicks the CTA later and no upgrade inventory is available, they will see a message indicating that no upgrades are available.
  • Eligibility: Emails are sent only to eligible guests.

This image shows Reservation Confirmation

OHIP Upsell API Integrations

eXpress can be embedded directly into digital guest journeys through integrations for hotels using OPERA Cloud via the Oracle Hospitality Integration Platform (OHIP). For example, it supports in-path upsell during both eCheck-in and kiosk-based check-in experiences.

At a capability level, these integrations support:

  • Real-time upsell eligibility checks.

  • Retrieval of offer content (including images, descriptions, pricing, and status).

  • Presentation and confirmation of upgrades/add-ons within a partner-hosted or module-based guest flow.

  • Sending confirmed selections back to OPERA Cloud to update the reservation.

Note:

This public guide intentionally does not include endpoints or payload field-level specifications. Further information is available at Using the Oracle Hospitality APIs and Oracle Hospitality Nor1 Cloud Services Implementation Guide.

Learn More Image (LMI) Upsell Banner

A visual CTA (“Learn More” banner) can be embedded in booking sites and/or transactional communications (for example, booking confirmations and pre-arrival messages) to direct guests to the eXpress Upgrade web offer experience. See Learn More about Nor1 Connectivity for additional details on the Learn More Image (LMI) upsell banner and its implementation.

Guest Experience

Web Flow

  1. Guest can click the CTA and open the eXpress Upgrade offer page.

  2. The page displays hotel branding and reservation context (for example, stay dates and confirmation reference) and explains how upgrades work. The page displays hotel branding and reservation details (such as stay dates and confirmation reference) and explains how upgrades work.

  3. Guest reviews available offers (image/description/price). Depending on configuration, guests may select one or more upgrades and/or add-ons per stay.

  4. The guest will see a confirmation summary, and the reservation is updated in OPERA Cloud.

eCheck-in and Kiosk Flow

During eCheck-in or kiosk check-in experiences, guests may be presented with available upgrade options, including images, descriptions, and pricing. When the guest confirms an offer:

  • The upgrade/add-on is immediately confirmed.

  • The selection is transmitted to OPERA Cloud and the reservation is updated accordingly.

Guest Communications

Guest Confirmation Page

After confirmation, the guest confirmation page provides:

  • Confirmed upgrade(s) and total price.

  • Payment and cancellation reminders.

  • Hotel contact information.

  • Print-friendly summary.

  • Reservation updates pushed to OPERA Cloud through the Nor1 integration.

This image shows Guest Confirmation page

eXpress Upgrade Confirmation Email

Guests may receive an automated confirmation email once the upgrade is confirmed in the reservation system.

  • Delivery Rules

    • Sent only after the upgrade is successfully confirmed.

    • System sends via interval checks.

    • Only one confirmation email per request.

    • Sent only within 24 hours of guest selection.

  • Email Content

    • Hotel logo (required) and optional banner.

    • Greeting and confirmation message.

    • Stay summary (confirmation number, arrival/departure dates, original room type).

    • Upgrade summary (new room type, price per night and total; taxes/fees if configured).

    • Hotel contact details and “Manage Your Stay” button.

    • Brand styling and contrast/readability validation.

  • Controls

    • Configurable at chain and property level.

    • Property-level override can disable emails for a specific property.

    • Default for new chains: disabled.

  • Upgrade Confirmation Dependency

    • eXpress Upgrade Confirmation Emails are sent only when the upgrade transaction is successfully confirmed and the reservation is automatically updated in the hotel PMS (for example, room type update and/or posting of upgrade charges). If OPERA Cloud or OPERA V5 is unable to automatically update the reservation (including posting the upgrade charges), the eXpress Upgrade confirmation email will not be sent. In such cases, the guest-selected eXpress Upgrade is converted into an eStandby pending upgrade request, which can be reviewed and completed manually by hotel staff in the PMS.

OPERA Updates and Operational Behavior

Reservation Updates

When an upgrade is confirmed:

  • For room upgrades, the room type is updated to the upgraded category.

  • Fixed charges and/or packages are added to the reservation when applicable.

  • Add-ons are posted based on the configured transaction mapping.

Status Synchronization

Reservation cancellations and no-shows in OPERA Cloud are reflected in Nor1 to keep systems aligned.

Operational Visibility

Upsell Action Center

All confirmed eXpress Upgrade transactions are visible in the Upsell Action Center (UAC). Hotel users can:

  • View all confirmed eXpress Upgrade transactions.

  • Filter by date, source, or offer type.

  • Monitor cancellations and no-shows.

  • Review upgrade and add-on details for operational reference.

  • Add internal operational comments for all supported upsell offers, including Room Upgrades, Food & Beverage, Late Check-Out, Early Check-In, Extra Room, Extra Day, Parking, and Spa Services.

Accessing Updates in OPERA Cloud

  • OPERA V5 and OPERA Cloud: Hotel users can view upgrade confirmations and related details directly in OPERA Cloud screens, supported by automatically added reservation comments and check-in alerts.

  • Enhanced OPERA Cloud visibility: For OPERA Cloud hotels with Reservation Upgrade – Powered by Nor1 PRiME enabled, Hotel users can also view eXpress Upgrade status and details directly within OPERA Cloud reservation workflows, such as the Manage Reservation and check-in pages.

Support

Activation, adjustment, and support of the Nor1 eXpress Upgrade, the eXpress Upgrade Confirmation Email, and Nor1 eXpress API can be managed by Oracle Hospitality Support or your Nor1 Revenue Support team.

See for more information Implementation of Nor1 eXpress Upgrade.