Save on service fees by booking direct on Houfy.

These directions are for planning purposes only. You may find that construction projects, traffic, weather, or other events may cause conditions to differ from the map results, and you should plan your route accordingly. You must obey all signs or notices regarding your route.

As a security deposit alternative, houfyProtect, an upfront nonrefundable low cost property damage protection policy for just $5 per night, is taken at time of booking.

This host has not verified their email and or phone number on Houfy.

This host has verified their email and or phone number on Houfy.

This host verified their email and phone number on Houfy.

Houfy lets you contact and book direct with hosts. The host has provided the following links to give you more information.

This host responds to {response_rate}% of inquiries {response_time}.

A professional captain will navigate the boat for you.

Wonderful Houfy hosts are recognized as the best hosts in hospitality. The wonderful Houfy program rewards Houfy's top-rated and most experienced hosts.

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 

 and repeat business. In this guide, we'll share our top tips for managing special requests gracefully.

The best way to manage special requests is to reduce surprises. Your 

 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 

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

Improve guest satisfaction and customer feedback

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:

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!"

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

Improve customer satisfaction in the hospitality industry

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 

. If a request is not feasible, don't feel pressured to say yes. Here's how to say no while keeping guests happy:

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

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.

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."

Avoid guest complaints and improve the guest experience

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. 

 today and make hosting easier and more rewarding!

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

Comments (0)

Table of Contents

Related blog posts

What to Do Before Your Very First Guest Arrives

5 Mistakes First-Time Hosts Make (And How to Avoid Them)

Short-Term Rental Conferences You Should Attend in 2026

Company

Hosting

Resources

Settings