SPECIAL REQUESTS

GOAL: It is KALIHARA'S policy to honor all possible special requests.

SCOPE:

To enhance guest satisfaction.

To define procedures for handling special requests.

PROCEDURE:

Frequently, guests will request a specific room type, location or feature. Examples of these requests might include "poolside", "connecting", "view of pool", "double/double adjoining a queen", a specific floor or side of the building, etc.

While we will honor all requests that we can, there will be some requests that we cannot honor. This usually happens when guest requests two or more features that are not available in combination in any of our guest rooms. We should politely inform the guest that we will honor as many of his/her requests as possible.

Never promise anything you may not be able to deliver!!

Depending on the availability and variety of rooms which could be assigned to fill a request, Reservations may pre-block a specific room to ensure that the guest is assigned the proper (requested) room type. If this is the case, follow the same procedure as pre-blocking suites and parlors. All special request rooms not pre-blocked by Reservations must be pre-blocked by the Front Desk Staff as early in the AM shift as possible.