How to Handle Special Requests from Guests: A Host's Guide

One of the biggest challenges of hosting is handling special requests from guests. Some requests are simple—extra pillows, an early check-in, or a recommendation for the best local coffee shop. Others can be a little more complicated, like accommodating allergies, allowing a late check-out, or setting up a romantic surprise. Knowing how to handle these requests professionally can lead to better reviews and repeat business. In this guide, we'll share our top tips for managing special requests gracefully.

1. Set Clear Expectations from the Start

The best way to manage special requests is to reduce surprises. Your listing should clearly state what's included in a guest's stay, from check-in and check-out times to amenities. This is where a well-written house manual or FAQ section comes in handy.

For example:

• If early check-in isn't possible, state that in your listing.
• If you charge a fee for special accommodations, mention it upfront.
• If your property doesn't welcome pets, be very clear about it.

When guests know what to expect, they are less likely to make difficult last-minute requests.

2. Be Open to Reasonable Requests

Some guest requests are easy to fulfill and can boost their experience. If a guest asks you for an extra blanket or a wine opener, it's a small thing for you, but it can make a big difference for them. Think about common requests that are easy to prepare for:

• Extra towels or bedding
• Local restaurant recommendations
• Access to a streaming service
• A fan or space heater for comfort

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3. Have a Plan for More Challenging Requests

Not all requests are as simple as an extra towel. What if a guest asks for an early check-in when another guest is checking out the same day? What if they ask for a last-minute exception to your pet policy? Here's a simple framework for dealing with difficult requests:

1. Assess feasibility: Can you accommodate this request without negatively impacting other guests or your schedule?
2. Consider costs: If fulfilling a request costs you time, money, or effort, it's okay to charge a fee.
3. Communicate your decision clearly: If you say yes, set boundaries. If you say no, explain why politely.

Let's say a guest requests a late check-out, and you have back-to-back bookings that same day. A polite but firm reply could be: "We'd love to offer a late check-out, but unfortunately, another guest is arriving later today, and our cleaners need time to prepare. If you'd like, I can recommend a great coffee shop where you can relax before your departure!"

4. Create Policies for Common Requests

Some requests will pop up repeatedly, so instead of making case-by-case decisions, create standard policies. For example:

• Early check-in/Late check-out: Offer only if the calendar allows, and consider charging a small fee.
• Extra guests: Establish a clear maximum occupancy and charge extra for additional guests if necessary.
• Pets: If you generally don't allow pets but make exceptions, determine a pet fee and requirements upfront.
• Special occasions: If a guest asks for assistance to create a birthday surprise or anniversary setup, offer it as an add-on service.

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5. Know When to Say No (And How to Do It Nicely)

While it's great to accommodate guests, it's equally important to set boundaries. Some requests might be too costly, inconvenient, or against your house rules. If a request is not feasible, don't feel pressured to say yes. Here's how to say no while keeping guests happy:

• Be polite but firm: "I wish I could accommodate that, but unfortunately, it's not possible due to our policies."
• Offer alternatives: "We can't allow pets, but I'd be happy to recommend a nearby pet-friendly hotel."
• Use positive language: Instead of saying, "We don't allow early check-ins," it's better to say, "Check-in starts at 3 PM so we can be sure the home is immaculate and ready for your arrival."

Most guests will understand, and those who don't may not be the right fit for your property.

6. Go the Extra Mile When It Makes Sense

It's the little things that make a lasting impact. If a guest mentions being on their honeymoon or traveling with a baby, a small token, like a bottle of wine or pack of baby wipes, can help make them feel special. But keep in mind that hospitality doesn't mean doing backflips. Choose moments when a little extra effort makes sense for both you and your guests.

7. Encourage Open Communication

The best way to handle special requests is to maintain clear, friendly communication. Invite guests to ask questions before their stay so you have time to prepare. If you can't fulfill a request, tell them as soon as possible to avoid last-minute disappointments.

A simple message like this can go a long way: "We're so excited to host you! "If there's anything we can do to make your stay more comfortable, don't hesitate to ask. We'll do our best to help."

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Balancing Hospitality and Boundaries

Handling special requests is part of being a great host, but you don't have to agree to everything. The key is finding balance—being flexible when possible while maintaining policies that protect your time, space, and sanity. Hopefully, these tips will help you out.

Want to connect with other hosts and share your experiences? Join the conversation on Houfy, a direct booking platform that doesn't impose hefty commission fees while helping hosts connect directly with guests. List your property today and make hosting easier and more rewarding!