How do you handle guest requests?

[Rebecca]

Every guest brings something different to the table and sometimes that includes special requests. Some might ask you for an early check-in, others might need a bit of local advice, and now and then it’s something completely unexpected - we've had some great stories here on the Community Center! I’d love to hear how you approach these moments. Do you have a go-to way of managing requests? Do you set clear boundaries up front, or do you take each situation as it comes?

This feels like an area where everyone’s style is slightly different, and it would be great to learn from the variety of approaches in our host community.

So tell us, what works for you when a guest asks for something extra?

[Alex]

Oh, that's awesome! That's a really great way to organize yourself with different guests. I'm sure other hosts will read this and find it helpful. Thank you for participating in the conversation @Patricia2526! 🤗

[Nancy2370]

That's been my policy too, Patricia.  If I can accommodate with an early check-in or late check-out, there's never a charge.  As long as the place is ready (which it always is well before check-in time) and nobody's arriving that night, I say yes.  Even when they asked and said they'd pay extra.  Kindness can make a difference in the world, as @Faikar0 put so nicely.

[Marvin305]

We are hosting mainly in Zanzibar and we go really out of our way to give every guest the best experience possible. Most people who come are here for the first time and need more guidance. 

We have welcome book in a pdf form that includes everything they need. Negotiation tactics, local culture advice, where to eat etc.. 

Couple of weeks back someone came who’s daughter had birthday. We organised the cake for them and even brought local massais to sing and dance for them on their arrival. There are endless ways to give the customer a great experience here that most people won’t do. 

we give every guest fresh made juice and local fresh fruits for free and make everything possible they need. Guests will thank you, come back and send even more people over because of that. This helps us to be even booked in low seasons on the island. 

Hope that helps 🤞🏽

All the best everyone. 

[Lesa45]

Just hearing them out and being empathetic is key to handling guests and their different needs 

[Mohammed611]

For us, handling guest requests successfully comes down to one simple rule: Respond quickly, even if you don't have the final answer yet. If a guest messages about an issue, the first reply should always be: 'Thank you for letting us know! I've already alerted our maintenance team/housekeeping supervisor, and I'll send you an update on the resolution in 15 minutes.' This immediate acknowledgment completely changes the guest's perception from feeling ignored to feeling taken care of.

[Marina1909]

I do my best to accommodate guest requests and really enjoy giving guests tips on places to go and great things to do and see in the area, and guests really appreciate it, and I am really happy when they leave 5 star reviews, several have said they would leave a 10 out of 5, so I really enjoy going above and beyond expectations. 

[Michelle1058]

My new guest protocols include sending a friendly Welcome Message with 4 intake questions within 5 minutes of booking to ensure I have the basic information from them (any visitors? any pets? do they need the EV charger? Have they read and agree to our policies?) and to set expectations for any issues or questions that arise out of that conversation. 

By far, the toughest part of this is to make sure they reply and the numerous follow up texts or messages that is sometimes required to remind them their stay is not guaranteed UNTIL we establish communication. 

But I digress...

For most requests (pets, visitors, sauna reservations, etc...) we have policies and scripts already in place, for some of the out-of-the box requests we'll go off script. 

Need flower petals on the bed for a special occasion?  Yep, we have lovely red silk ones we offer as a $25 add on. 

Would you like groceries, or flowers, delivered prior to your arrival?  Yep, we have an onsite camp store and website where we coordinate the details for those requests. 

Early check in? We'll absolutely try and advise you on the day of check in if it is possible. 

Late check out? Same answer. 

[Melanie60]

Early check-ins really depend on when the prior guest checks out. If the room isn’t ready, I can usually offer luggage drop-off instead.

I can often be flexible—but I ask guests to share their flight and/or transportation plans so I can plan around their arrival. If they need a guaranteed early check-in, I suggest reserving the night before at a discount (if the room is available). In rare cases where an early arrival creates extra inconvenience, my house rules allow for a $50 fee, though I’ve never needed to charge it.

For late check-outs, I’m happy to store luggage, but I do need access to the room for cleaning and prep.

If early or late access isn’t possible, I suggest nearby cafés, scenic walks, or museums—all within a mile of my home. I’m always glad to offer local recommendations, and sometimes even share a meal or a ride if I’m headed that way.

It’s all about balancing flexibility with good communication and clear boundaries—it keeps everything smooth for both me and my guests.

[Leslie105]

The first few years of hosting I felt like I had to accommodate special requests to be a good host and to get reservations (early check in, use of washer/dryer, etc.). Eventually though, I realized it was causing me stress and I was not enjoying the hosting experience as much. So I learned that it's okay to say no. It's okay for them to ask and it's okay for me to say no. 

[Alex]

That's a great learning @Leslie105! What situation made you realize this?🤗

[Muhannad8]

Going the extra mile is at the heart of exceptional hosting. Whether it’s accommodating an early check-in, offering a late checkout, or providing thoughtful touches like extra blankets, we believe that small gestures can make a lasting difference in a guest’s experience. At times, we even extend these courtesies without being asked, knowing how meaningful it can feel for a shy or reserved guest to be warmly looked after. We also send scheduled messages to ensure everything is going smoothly and to invite guests to share any additional needs that might help them feel even more at home.

At the same time, maintaining clear boundaries is essential to balancing hospitality with operational needs and ensuring fairness across all guests. We always ask that special arrangements be submitted in writing through the Airbnb platform, which keeps communication transparent, documented, and aligned with Airbnb’s standards. This also gives us the opportunity to assess each situation carefully in the context of availability, logistics, and the overall guest experience. If a request cannot be fulfilled, we respond promptly and with sincere courtesy, explaining the reasons while expressing our desire to accommodate whenever possible. In some cases, we also suggest thoughtful alternatives that can achieve a similar outcome — such as recommending a nearby café for guests arriving early, or offering a secure place to store their luggage until check-in. When we are able to grant a special arrangement, we first outline our standard policies and explain that we are making a one-time exception. This approach not only sets clear expectations and avoids misunderstandings but also enhances the guest’s sense of appreciation, making them feel valued and respected. Over time, we’ve found that this thoughtful and structured way of handling requests leads to stronger guest relationships, more positive reviews, and a hosting experience that consistently meets five-star standards.

Ultimately, hospitality is about creating memorable experiences and building trust. By combining flexibility with clear communication and a genuine desire to care for our guests, we ensure that every stay feels personal, seamless, and truly exceptional.

[Mark-And-Kate0]

Where a request is reasonable I will try to facilitate.  Early checkin is certainly our most frequent request but also difficult to facilitate due to unknown cleaning requirements on the day. We have a 4 hour window between check out and check in.

I will generally explain we only have a limited opportunity for early checkin as we only have a short turn around between guests. I do offer to accept luggage or car parking early if needed and let guests know the cleaner will message as soon as they are finished preparing the cottage.  This will generally allow the guest to check in up to 1 hour early. This is usually appreciated. 

[Alex]

Hi @Mark-And-Kate0!

From what I can see, communication is crucial for you. I noticed you mentioned that you allow early parking. Is parking free at your listing? 🚗

Best, 

Alex 

[Michael9558]

Hello,

Your question is, how do I handle guest inquiries?
Well, it's been recommended to respond to guest inquiries as quickly as possible.
I usually do that when I receive an inquiry. I think my response times are good.
However, I haven't received an inquiry in a while.
And I could really use a booking next week during the fall break.
Was my answer helpful?
Best regards,
Michael Esser

[Alex]

Hi @Michael9558!

Thank you for participating in the conversation. How long have you been hosting? 😃🏡