Understanding and handling special requests
Special and self-service requests are structured options guests select after confirming a booking. Guesty categorizes these into two groups based on how you interact with them: those you can respond to directly in Guesty and those that require action in the Booking.com extranet.
Requests managed in Guesty
Guesty syncs special requests from Booking.com. You can respond to structured special requests in free-text format directly from Guesty's Inbox and the replies will sync directly to guests.
You can respond to the following structured self-service requests from the Guesty Inbox:
- Check-in and check-out time
- Bed preference
- Extra crib
- Extra bed
- Parking
Note:
Although the Booking.com extranet may show the request as pending, guests receive your free-text reply and all responses are appropriately marked as handled in the Guesty Inbox.
Requests managed in Booking.com
The following requests sync to Guesty for visibility but must be handled via the Booking.com extranet using their predefined options:
- Date change
- Cancel for less
