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Common Guest Requests and Solutions
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Extra towels
Provide additional towels to the guest's room.
Dry cleaning services
Collect items requiring dry cleaning and clearly state the turnaround time and pricing.
Noise complaint
Investigate the source of the noise and take appropriate action to mitigate it.
Lost item
Search for the item and check lost and found; assist the guest in filing a report if the item is not found.
In-room dining service
Take the guest's order and coordinate with kitchen staff to ensure timely delivery.
Spa services
Schedule an appointment and inform the guest about various spa treatments available.
Room upgrade
Check availability and offer upgrade options at an additional cost if available.
In-room safety box issues
Send a staff member to assist with operating the safety box or resolve any lockout issues.
Request for extra bed or crib
Arrange for a rollaway bed or crib to be delivered to the guest's room.
Reservation changes
Assist the guest with modifying their booking details according to the resort's policy.
Gym facilities
Explain the location, hours, and available equipment in the gym facilities.
Technical issues with room equipment
Send a technician to fix issues with equipment like air conditioning, heating, or electronic devices.
Cultural or off-site tours
Arrange or recommend tours, provide information on tour operators, and detail the costs and schedules.
Early check-in
Check room availability and accommodate the request when possible.
Babysitting services
Provide details on the resort's babysitting or childcare services, including rates and availability.
Late checkout
Review the reservation schedule and, if possible, extend the checkout time.
Request for local recommendations
Provide a list of recommended local attractions, restaurants, and activities.
Pet-friendly accommodations
Confirm pet-friendly room availability and explain any related policies and fees.
Room is too hot
Guide the guest through the air conditioning controls, or address any AC malfunctions.
Plumbing issues
Send maintenance immediately to address any plumbing concerns.
Laundry service request
Collect the laundry items from the guest and explain the service timeline and costs.
Special occasion arrangements
Coordinate with staff to set up for special occasions, such as setting up a surprise in the guest's room.
Room is too cold
Explain how to adjust the thermostat, or send maintenance if there is a heating issue.
Golf course information
Provide details on the resort’s golf course, including booking tee times, equipment rental, and fees.
Outdoor excursion booking
Help to book outdoor excursions and provide all necessary information regarding preparation and itinerary.
Request for hypoallergenic bedding
Replace the room's bedding with hypoallergenic options.
Dietary restrictions
Inform the kitchen staff and ensure meal options that cater to these restrictions are available.
Restock minibar
Notify housekeeping to refill the minibar as per the guest's request.
All-inclusive package details
Clarify what is included in the all-inclusive package, such as meals, drinks, and activities.
Transportation arrangements
Assist the guest in booking taxis, shuttles, or rental services.
Non-working TV remote
Replace the remote batteries or provide a new remote.
Luggage storage
Store the guest's luggage securely either before check-in or after checkout.
Room not clean
Apologize for the inconvenience and send housekeeping to address the issue promptly.
Access to business facilities
Guide the guest to the business center and inform them about available services like printing and faxing.
Inquiry about hotel amenities
Provide detailed information about all amenities and their operating hours.
Concierge services
Provide information on how the concierge can assist with various guest needs such as reservations and recommendations.
Parking services
Provide information about the resort's parking facilities, fees, and valet services if available.
Request for wake-up call
Schedule a wake-up call at the specified time for the guest.
Inquiry about event planning services
Provide information on event spaces and packages, and connect the guest with an event coordinator.
Water sports or recreational activities
Provide information on available water sports, prices, and how to book them.
Internet connectivity issues
Troubleshoot with the guest and if unresolved, escalate to IT support.
Request for additional pillows
Deliver the requested number of extra pillows to the guest's room.
Heated pool availability
Inform the guest about the location, hours, and any rules for using the heated pool.
Air conditioning control instructions
Explain to the guest how to operate the room's air conditioning system or send a staff member to demonstrate.
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