Hospitality · Reservations

Special Request Capture & Confirmation

Capture and confirm special requests at booking so nothing is missed at check-in.

Apps this needs

WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
Booking / PMS Property, listing or reservation system for availability & bookings. Connect during setup
Housekeeping / Task System Create and track tasks for housekeeping, maintenance and F&B. Connect during setup

How it works

  1. Agent asks about special requirements as a standard part of booking.
  2. Logs each request as a structured PMS field mapped to the right department — crib to housekeeping, allergy to F&B.
  3. Sends a confirmation summary listing every request back to the guest.
  4. The day before arrival, creates a task in each department's queue with room number and specifics.
  5. Escalates to the duty manager if a request isn't marked complete by the cutoff.

Data sources

PMS guest profile & request fields Department task lists

What it targets

  • Special requests fulfilled without a day-of scramble Target 95%
  • Guest-reported request-not-met incidents Target -60%