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Special requests are a regular part of travel bookings, especially when selling premium, family, pilgrimage or long-stay travel. From room views and bed preferences to early check-ins and connecting rooms, how you handle these requests can directly impact client satisfaction and repeat business.

While special requests cannot always be guaranteed, managing them professionally and proactively using the right fields and processes in Stuba sets the right expectations and builds trust with your clients.

Understanding special requests

Special requests are preferences, not guarantees. Hotels assess them based on availability, operational capacity, and arrival patterns. Setting this expectation early helps avoid misunderstandings and keeps the booking experience smooth for everyone involved.

Using Stuba’s help form effectively

Stuba provides a Help Form where agents can submit special requests related to confirmed bookings. This allows requests to be clearly documented and shared with the relevant hotel teams.

When submitting a request:

  • Be specific but concise
  • Avoid combining multiple unrelated requests in one message
  • Share requests as early as possible after confirmation

Clear, well-timed requests are easier for hotels to process and respond to.

Common special requests agents can flag

  • Bed type preferences (twin / double)
  • Connecting or nearby rooms
  • High floor or quiet room requests
  • Early check-in or late check-out (subject to availability)
  • Celebration notes (honeymoon, anniversary, birthday)
  • Accessibility-related requests

Why this matters

Handling special requests professionally:

  • Builds credibility with clients
  • Reduces complaints and post-stay issues
  • Positions you as a proactive, detail-oriented travel partner

With clear communication, realistic expectations, and effective use of Stuba’s Help Form, travel agents can manage special requests smoothly, even during peak seasons.

Top tips for travel agents

  • Set expectations early: Always explain to clients that special requests are shared with hotels but depend on availability.
  • Use the Help Form smartly: Structured, polite requests are more likely to be acknowledged than long or unclear messages.
  • Prioritise what matters most: Encourage clients to focus on one or two key requests rather than many minor ones.
  • Avoid last-minute submissions: Requests sent close to arrival are harder for hotels to accommodate.
  • Document everything: Ensure special requests are visible on confirmations and vouchers to support follow-ups if needed.
  • Follow up when necessary: If a request is important, agents can reconnect via Stuba support to check status closer to arrival.