How to handle special requests?

We can make special request but always set the customer's expectation that it is only upon availability and not guaranteed. (ZTP if not mentioned)

Ensure that the request is noted in the Special Request tab.

Here are sample requests that we cannot guarantee.

Room Preferences:

1.  Room Location: High floor, lower floor, near elevators, or far from elevators.

2.  Connecting/Adjoining Rooms: For families or groups traveling together.

Amenities and Services:

3. Extra Bedding: Rollaway beds, cribs, or extra blankets and pillows.

4. Specific Amenities: Microwave, mini-fridge, or additional toiletries.

5. In-Room Celebrations: Birthday decorations, anniversary setups, or flowers.

6. Dietary Accommodations: Vegan snacks, gluten-free room service items, etc.

7. Early Check-In or Late Check-Out: For convenience around travel schedules.

Environment and Comfort:

8. Temperature Adjustments: Ensuring the room is pre-cooled or warmed.

9. Quiet Rooms: Away from high-traffic areas like elevators, lobbies, or pools.

10. Allergy-Friendly Rooms: No pets, feather-free bedding, or hypoallergenic options.

Safety and Privacy:

11. Special Floor Requests: Preference for women-only or family-friendly floors (offered in some hotels).

If a guest requests a room with a specific view (e.g., ocean view, oceanfront, city view, garden view, pool view, poolside, with balcony, or lanai etc.), this should not be added as a special request. The requested view must be explicitly stated in the room description.

Booking a room without the requested view in the description and merely adding it to the special request section just to secure a sale is a clear violation of ZTP. Such misinformation can lead to reservation cancellations, which affects our credibility and trust with guests.