Special requests need a response that distinguishes confirmed arrangements from preferences. Record who will deliver the request and what it costs, if anything.
A practical approach
- Confirm feasibility before promising.
- Write the agreed scope in the reservation.
- Tell the guest promptly when a request cannot be fulfilled.
An example to consider
A request for two separate beds requires more than a note saying twin beds preferred. Confirm the actual room setup and housekeeping preparation.
What to track
Track fulfilment and cases where preferences were mistaken for guarantees.
Part of the Marbella Hospitality practical-note collection. About this collection.