Can I add a hotel guest's special requests when I make a booking in the travel agency software?

Yes, you can usually add a guest's special requests while making a hotel booking, provided the selected supplier and booking service accept them. This can help you pass on preferences such as a quiet room, adjoining rooms, a higher floor, late arrival or accessibility needs without relying only on a separate message to the property.

A special request is not the same as a confirmed service. The hotel decides whether it can meet the request, and availability may depend on the room, the property and the guest's arrival date. Some requests may involve an extra charge, while others may need to be arranged directly with the hotel. The information returned through the booking service can also vary, so the software may show that a request was submitted without showing that it was accepted.

For anything essential to the stay, such as an accessible room or a particular sleeping arrangement, do not treat the request field as a guarantee. Review the room details and booking terms first, then check the confirmation for any note about the request. If the requirement is critical, contact the property and ask for confirmation before telling the customer it is arranged.

Your next step should be to check whether the request field appears for the chosen hotel and rate, then verify important requirements with the property after booking.