Emailing Hotels for Special Requests: A Comprehensive Guide
Planning a trip is exciting, but ensuring your stay is tailored to your specific needs and preferences requires proactive communication. One of the most effective ways to achieve this is by emailing the hotel directly with your special requests. This guide provides a comprehensive overview of how to craft effective emails, covering everything from subject lines to follow-ups, ultimately helping you secure a comfortable and personalized hotel experience.
Why Emailing is the Best Approach for Special Requests
While phone calls and online forms are viable options, emailing offers several distinct advantages when making special requests:
Documentation: Email provides a written record of your requests and the hotel’s response. This can be invaluable in case of misunderstandings or discrepancies upon arrival.
Clarity and Detail: Email allows you to articulate your requests with precision and include all necessary details, such as specific room preferences, dietary requirements, or accessibility needs.
Convenience: You can compose and send emails at your own pace, without being constrained by the hotel’s operating hours or phone availability.
Efficiency: Hotel staff can review and process your requests at their convenience, ensuring a more thorough and considered response.
Forwarding Capabilities: You can easily forward the email to other travel companions or reservation holders, ensuring everyone is on the same page.
When to Email the Hotel
Timing is crucial. Ideally, you should email the hotel well in advance of your arrival date. A good rule of thumb is to send your email at least one week before your scheduled check-in. For more complex or unusual requests, consider emailing even earlier, perhaps two or three weeks in advance. This provides the hotel with ample time to assess your needs and make the necessary arrangements.
For requests related to group bookings, events, or peak season travel, emailing several weeks or even months in advance is highly recommended.
Crafting the Perfect Subject Line
The subject line is the first impression your email makes. It should be concise, informative, and clearly indicate the purpose of your message. Avoid generic subject lines like “Question” or “Inquiry.” Instead, opt for something specific, such as:
Examples:
- “Special Request – Reservation # [Your Reservation Number] – [Your Last Name]”
- “Room Preference Request – [Your Last Name] – Arrival Date: [Date]”
- “Accessibility Request – [Your Last Name] – Confirmation Number: [Number]”
- “Dietary Requirements – [Your Last Name] – Booking Reference: [Reference]”
- “Early Check-in Request – [Your Last Name] – Arrival [Date]”
Using your reservation number and last name in the subject line allows the hotel staff to quickly locate your booking and address your request efficiently.
Essential Elements of Your Email Body
The body of your email should be clear, concise, and courteous. Follow these guidelines to ensure your message is well-received and effectively communicates your needs:
1. Start with a Polite Greeting: Begin your email with a professional and friendly greeting, such as “Dear [Hotel Name] Team,” or “Dear [Specific Contact Person, if known],”
2. Introduce Yourself and State Your Reservation Details: Clearly state your name, reservation number (if available), and arrival/departure dates. This information is crucial for the hotel to identify your booking.
Example:
“My name is [Your Name], and I have a reservation under the name [Name on Reservation] for [Number] nights, arriving on [Arrival Date] and departing on [Departure Date]. My reservation number is [Reservation Number], if applicable.”
3. Clearly State Your Special Requests: Be specific and detailed in your requests. Avoid vague statements and provide all necessary information. If you have multiple requests, list them clearly and concisely, perhaps using bullet points for better readability.
Examples:
- “I would greatly appreciate it if you could accommodate my request for a room on a higher floor, away from the elevator.”
- “Due to a medical condition, I require a room with hypoallergenic bedding. Please confirm if this can be arranged.”
- “I have a severe nut allergy. Please inform me about the availability of nut-free options in your restaurant.”
- “We are traveling with a small dog. Please let me know your pet policy and any associated fees.”
- “I am interested in arranging a late check-out, if possible. Could you please advise on the availability and any applicable charges?”
4. Explain the Reason Behind Your Requests (If Necessary): Providing a brief explanation for your requests can help the hotel understand your needs and prioritize your request. However, keep it concise and avoid oversharing personal details.
Examples:
- “I am requesting a room away from the elevator as I am a light sleeper and easily disturbed by noise.”
- “I require hypoallergenic bedding due to a severe allergy to dust mites.”
- “I need to confirm nut-free options due to a life-threatening allergy.”
5. Express Gratitude and Offer Flexibility: Thank the hotel staff for their time and consideration. Show that you understand that your requests are subject to availability and that you are willing to be flexible.
Example:
“Thank you for your time and consideration. I understand that these requests are subject to availability, and I appreciate any effort you can make to accommodate them.”
6. Provide Contact Information: Include your email address and phone number so the hotel can easily reach you if they have any questions or require further clarification.
7. End with a Polite Closing: Conclude your email with a professional closing, such as “Sincerely,” “Best regards,” or “Thank you,” followed by your name.
Example Email Template
Here’s a template you can adapt for your own special requests:
Subject: Special Request – Reservation # [Your Reservation Number] – [Your Last Name]
Dear [Hotel Name] Team,
My name is [Your Name], and I have a reservation under the name [Name on Reservation] for [Number] nights, arriving on [Arrival Date] and departing on [Departure Date]. My reservation number is [Reservation Number], if applicable.
I am writing to request [State your request(s) clearly and specifically]. [Provide a brief explanation for your request, if necessary].
Thank you for your time and consideration. I understand that these requests are subject to availability, and I appreciate any effort you can make to accommodate them.
Please feel free to contact me if you require any further information.
Email: [Your Email Address]
Phone: [Your Phone Number]
Sincerely,
[Your Name]
Specific Request Examples and How to Word Them
Here are some common special requests and examples of how to word them effectively:
Room Preferences
High Floor: “I would greatly appreciate it if you could assign me a room on a higher floor, away from the noise of the street.”
Quiet Room: “I am a light sleeper and would prefer a quiet room, away from elevators, ice machines, or other potential sources of noise.”
Specific View: “If possible, I would like a room with a view of [Specific View, e.g., the ocean, the city skyline].” (Note: Be aware that specific view requests may not always be guaranteed and may incur additional charges.)
Connecting Rooms: “We are traveling with children and would like to request connecting rooms, if available. We understand that connecting rooms are subject to availability.”
Near Specific Amenity: “Could we please request a room that is relatively close to the swimming pool area? We will be spending a lot of time there with our children.”
Accessibility Requests
Wheelchair Accessibility: “I require a wheelchair-accessible room with a roll-in shower and grab bars in the bathroom.” Be as specific as possible about your needs.
Hearing Impaired: “I am hearing impaired and would appreciate a room with visual alerts for the doorbell and phone.”
Visual Impaired: “I am visually impaired and would appreciate a room that is easy to navigate and has good lighting.”
Service Animal: “I will be traveling with a service animal. Please confirm your pet policy and any necessary documentation requirements.” (Note: Hotels are legally obligated to accommodate service animals, but it’s still good to inform them in advance.)
Dietary Requirements
Allergies: “I have a severe allergy to [Specific Allergen, e.g., nuts, gluten, dairy]. Please inform me about the availability of allergen-free options in your restaurant and whether the kitchen can accommodate my allergy.” Be very specific and emphasize the severity of the allergy.
Dietary Restrictions: “I am vegetarian/vegan and would like to know what vegetarian/vegan options are available on your menu.”
Special Diet: “I follow a [Specific Diet, e.g., low-sodium, diabetic] diet. Please let me know if you can accommodate my dietary needs.”
Early Check-In/Late Check-Out
Early Check-In: “I will be arriving early, around [Time], and would like to request an early check-in, if possible. I understand that this is subject to availability.”
Late Check-Out: “I would like to request a late check-out until [Time], if possible. Please advise on the availability and any applicable charges.”
Explanation: “We have an early flight that arrives at 7 AM. We would appreciate being able to check in early to freshen up before our meetings.” or “We have a late departure flight and would greatly appreciate a late checkout to relax before heading to the airport.”
Other Special Requests
Crib/Rollaway Bed: “We are traveling with a baby and would like to request a crib for our room.” or “We require a rollaway bed for our child.”
Specific Amenities: “I would like to request a room with a [Specific Amenity, e.g., balcony, kitchenette, jacuzzi].” Be aware that these requests may not always be guaranteed and may incur additional charges.
Special Occasion: “We are celebrating our anniversary and would appreciate it if you could arrange for a small cake or a bottle of champagne to be placed in our room.” (Note: This type of request is more likely to be granted if you are a frequent guest or a member of the hotel’s loyalty program. Be prepared for potential charges.)
Package Delivery: “I am expecting a package to be delivered to the hotel before my arrival. Could you please confirm that your staff will accept and hold the package for me?”
Following Up on Your Email
If you don’t receive a response from the hotel within a reasonable timeframe (e.g., 3-5 business days), it’s perfectly acceptable to send a polite follow-up email. Keep the subject line the same as your original email and simply add “Follow Up” to the end. In the body of the email, reiterate your original request and politely inquire about the status of your request.
Example Follow-Up Email:
Subject: Special Request – Reservation # [Your Reservation Number] – [Your Last Name] – Follow Up
Dear [Hotel Name] Team,
I am following up on my previous email sent on [Date] regarding a special request for my upcoming stay from [Arrival Date] to [Departure Date]. My reservation number is [Reservation Number], if applicable.
As a reminder, I requested [Briefly reiterate your request].
I would appreciate it if you could provide an update on the status of my request at your earliest convenience.
Thank you for your time and assistance.
Sincerely,
[Your Name]
What to Do If Your Request Cannot Be Accommodated
It’s important to remember that hotels cannot always guarantee every special request. Factors such as room availability, staffing levels, and unforeseen circumstances can impact their ability to fulfill your needs. If the hotel informs you that they cannot accommodate your request, remain courteous and understanding.
Consider asking if there are any alternative solutions or compromises that can be made. For example, if a specific room view is unavailable, you could inquire about a room on a higher floor or in a quieter location. If a dietary request cannot be fully accommodated, ask about alternative menu options or the possibility of bringing your own food.
If the hotel is unable to meet your needs and your request is essential to your stay (e.g., accessibility requirements), you may need to consider alternative accommodation options.
Tips for a Successful Outcome
Here are some additional tips to increase your chances of having your special requests accommodated:
Be Polite and Respectful: Always maintain a courteous and respectful tone in your emails. Remember that hotel staff are often busy and dealing with numerous requests.
Be Specific and Detailed: Provide as much information as possible about your needs and preferences. Avoid vague statements and be clear about what you are requesting.
Be Realistic: Understand that hotels cannot always guarantee every request. Be flexible and willing to compromise if necessary.
Book Directly with the Hotel: Booking directly with the hotel (rather than through a third-party website) may give you more leverage when making special requests.
Join the Hotel’s Loyalty Program: Members of hotel loyalty programs often receive preferential treatment and are more likely to have their special requests accommodated.
Travel During Off-Peak Seasons: Hotels are typically more accommodating during off-peak seasons when occupancy rates are lower.
Reconfirm Your Requests Upon Arrival: Upon checking in, politely reconfirm your special requests with the front desk staff to ensure they are aware of your needs.
Consider Calling: While email is generally preferred for documentation, a quick phone call to confirm receipt of your email and discuss your requests can sometimes be helpful, especially for complex or urgent matters.
Common Mistakes to Avoid
Here are some common mistakes to avoid when emailing hotels for special requests:
Using a Generic Subject Line: Avoid vague subject lines like “Question” or “Inquiry.”
Being Demanding or Entitled: Remember that special requests are not guaranteed. Be polite and respectful.
Providing Insufficient Information: Be specific and detailed in your requests. Don’t assume the hotel staff knows your needs.
Emailing Too Close to Your Arrival Date: Give the hotel sufficient time to process your requests. Email at least one week in advance, or earlier for complex requests.
Failing to Follow Up: If you don’t receive a response within a reasonable timeframe, send a polite follow-up email.
Being Unrealistic: Understand that hotels cannot always accommodate every request. Be flexible and willing to compromise.
Conclusion
Emailing hotels for special requests is a valuable strategy for ensuring a comfortable and personalized stay. By following the guidelines outlined in this guide, you can effectively communicate your needs, increase your chances of having your requests accommodated, and enjoy a more enjoyable and stress-free travel experience. Remember to be polite, specific, and realistic, and always follow up if necessary. Happy travels!