Lodgify
Property Management

What is a Special Request?

Updated 2026-05-28

A special request is any inquiry or requirement from a guest that falls outside the standard offerings included in a vacation rental booking. These requests are made to customize or enhance their stay, such as asking for specific bedding arrangements, additional amenities, or an early check-in.

Fulfilling special requests can significantly improve guest satisfaction and lead to positive reviews, but hosts must evaluate their feasibility and any associated costs.

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How it works

Guests typically communicate special requests during or after the booking process, often through the booking platform's messaging system, a direct booking website's inquiry form, or email. The property manager receives the request and assesses its viability, considering factors like scheduling, availability of resources, and potential extra charges.

The host then communicates their decision to the guest, confirming if the request can be met and clarifying any conditions or fees. Using vacation rental software with features like a unified inbox can help hosts centralize and efficiently manage these communications from various channels.

Why it matters

Handling special requests effectively is a key component of providing excellent hospitality and differentiating a property in a competitive market. Accommodating reasonable requests demonstrates flexibility and a commitment to guest satisfaction, often resulting in higher review scores, increased loyalty, and positive word-of-mouth referrals.

Conversely, poor handling of these requests can lead to negative experiences and damage a property's reputation.

Examples

  • A family booking a beach house requests a high chair and a portable crib for their toddler.
  • A couple celebrating their anniversary asks the host to arrange for a bottle of champagne and flowers to be in the cabin upon their arrival.
  • A business traveler requests an early check-in at 11 AM instead of the standard 4 PM to prepare for an afternoon meeting.
  • A guest with a pet allergy inquires if the host can ensure the property undergoes a deep-clean with hypoallergenic products before their stay.

Frequently asked questions

Should I charge extra for special requests?+
It depends on the request. For simple requests like an extra towel, it is often best to accommodate for free. For requests that incur significant cost or effort, such as grocery stocking or arranging an airport transfer, it is reasonable to charge a fee. Always communicate any extra charges to the guest upfront for transparency.
What is the best way to manage special requests?+
Centralize all guest communication through a single platform, like a unified inbox or property management system. Keep a clear record of each request, its status, and any actions taken. Using messaging templates can also help acknowledge requests quickly before you provide a more detailed, personal response.
What if I cannot fulfill a special request?+
If a request is not feasible, respond promptly and politely. Explain why you cannot accommodate it (e.g., 'Unfortunately, an early check-in is not possible as we have guests departing that morning and need adequate time for cleaning.'). If possible, offer an alternative solution to show you are still being helpful.
Can I list common special requests I can accommodate in my listing description?+
Yes, this is an excellent practice. Proactively mentioning that you can provide items like baby gear, airport transfers, or mid-stay cleans (and any associated fees) can attract guests looking for those specific services and streamline the request process.
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