The request is the “Request” tab in the bar of a communication. It records what a guest asked for: when they want to arrive, with how many people, with which meal plan and in which rooms. On it, the hotel checks and completes this information and creates an offer from it. The way there leads via Proposals › Overview into a communication and there, in the bar, to “Request”.
Example: Checking a new request and creating an offer from it
A guest has sent a request. The hotel checks the details, adds a note for the team and writes the guest an offer.
Open the communication. Under Proposals › Overview, the filter “Open Requests” shows the communications with the status “Request” and the communications whose offer is still being created and not sent. The guest's communication is opened from this list.
Go to the request. In the bar of the communication, the “Request” tab opens the page of the request.
Check the travel dates. “Arrival” and “Departure date”, “Adults”, “Children” with the age of each child, “Meal plan” and the requested rooms are on the page. Under “Guest notes (visible to guest)” is what the guest wrote about it.
Add a note. Under “Internal notes”, the hotel writes a note for the team.
Save. “Save” in the title bar saves the change. After that, a deactivated “✓ saved” appears there.
Create an offer. “Create offer” creates a new offer on the same communication and gives it the next offer number in the form number/year.
Result. The offer is in the first step of the progress bar: at “D”, or at “1” if the progress bar shows no step “D”. In the overview, the communication now shows the status of the offer instead of “Request”.
The pages in detail
Overview
Proposals › Overview lists the hotel's communications with their status, for example “Request”, “Sent proposal” or “Closed without proposal”. The filter “Open Requests” shows the communications with the status “Request” and the communications whose offer is still being created and not sent; it does not show archived, sent or booked communications. At some hotels, the filter “Open Requests” is called “Unsent Proposals” instead. This filter appears only if the user's role includes creating requests.
Bar of the communication
The bar shows the tabs of the communication in the order of their date: “Request”, “Offer”, “Conversation” and later the reservation. A communication has at most one request. If a request has been handed over to an automated workflow, a robot icon appears next to “Request”, even after the workflow has ended.
Request
The page shows everything that belongs to the request:
Guest and contact: “Email address”, “Language”, “First name”, “Last name”. Phone numbers and postal addresses belong to the guest, not to the request, and are shown here for viewing only.
Travel dates: “Arrival”, “Departure date”, “Adults”, “Children” with the age of each child, “Meal plan” and the room table with “Room”, “Adults”, “Children” and “Age”. “Add alternative period” adds a second preferred period with “Altern. arrival date” and “Altern. departure date”. If arrival and departure are on the same day, the “no overnight stay” checkbox must be ticked.
Notes: “Guest notes (visible to guest)”, “Internal notes” for the team and “Notes imported from interface”.
Origin: “Advertising channel”, “Request source”, “Campaign” and “Origin URL” record through which channel, which source and which campaign the request came. “Source” shows by which route the request reached the hotel: Messenger, Widget, agency, selection, Feratel import or MS Outlook Add-in, otherwise the name of the interface. A request entered by hand shows no source.
“Save” in the title bar saves changes to the request. Before that, the page checks whether a valid “Email address”, “Meal plan”, “Arrival”, “Departure date”, “Request received” and “Language” are present. A last name is mandatory, except for a guest who is already saved and whose “Type of contact” is “Email address”. At least one adult is mandatory, except for a request for an event. The arrival must not be in the past and the departure not before the arrival. If an offer already exists, the arrival may also be in the past. If the hotel requires a “Request source assignment”, saving is not possible without it.
As long as an automated workflow is processing the request, it cannot be changed.
From the request, things continue like this:
“Create offer” creates a new offer on the same communication. If one already exists, the button is called “Create a new offer” and asks for confirmation first, because a new offer replaces all earlier ones, and the previous one can no longer be booked afterwards.
“Automated offer” hands the request over to an automated workflow.
“Write rejection” answers the request with a rejection instead of an offer. The communication then has the status “Closed without proposal”.
“Archive without proposal” closes the communication. The request then shows “The request was archived without an offer.” and the button “Reactivate”. It undoes the archiving after a confirmation question, and the communication is back in an open status, usually “Request”.
“Delete request” deletes the request and the whole communication. This is only possible as long as the communication consists of the request alone.
If the communication shows prices without VAT, the note “All prices shown are exclusive of VAT.” appears. “Modify” in this note switches the communication to prices including VAT after a confirmation question and saves this immediately.
New request
Under Proposals › New request, the hotel enters a request by hand. The page is called “New request”. Under “Search/select existing guest”, a known guest is chosen. If an entered e-mail address matches an existing guest, that guest is selected; if no guest is chosen, a new one is created. “Add phone number” and “Add postal address” record contact details that are saved with the guest.
What happens after “Create” depends on the selection “Offer”, “Autom. offer” or “Rejection”: “Offer” leads to the new offer, “Autom. offer” to the request that has been handed over to an automated workflow, and “Rejection” to the rejection.
In the guest file, “Create request for this guest” also creates a communication with a request.
Feratel Requests Import
On the page “Feratel Requests Import”, “Import” reads in a Feratel CSV file selected in the field “Import file”. For each transaction in the file, a communication with a request is created.
Guest platform, “Non-binding request”
A communication from a selection starts without a request. The guest sends it themselves on the guest platform with the form “Non-binding request”: they choose “Arrival”, “Departure”, “Meal plan”, “Adults”, “Children” and “Room category”, write something under “Message” and send the form with “Send request”. After that, the communication has its request.
Prerequisites
‘Request’ belongs to the Offers licence module. With Automated Workflows › Auto Offer, the “Automated offer” button is added.
If the module is licensed, access to it is enabled for specific users through their role. The following need their own access in the role: “New request” and “Create request for this guest”. Roles are managed by ReGuest support.
Frequently asked questions
Why does this communication have no request? If a PMS or a booking portal transfers an offer or a reservation and there is no matching communication for it yet, a new communication without a request is created. It starts directly with the offer or the reservation. A communication from a selection also has no request until the guest sends the form “Non-binding request” with “Send request” on the guest platform.
How is a request created by hand? Via Proposals › New request or in the guest file via “Create request for this guest”, as described above under “New request”.
Why is “New request” missing? Either the user's role does not include creating requests, or entering requests by hand is not set up for the hotel. Roles are managed by ReGuest support, and it can also say whether entering requests by hand is set up.
Why can the request not be changed? As long as an automated workflow is processing it, it is locked. The workflow can be cancelled in some of its states; ReGuest support can say how.
Why can the request not be saved? A mandatory entry is missing or a date does not fit, see above under “Request”. If the hotel requires a “Request source assignment”, it must also be filled in.
Why can no new offer be created? Another offer of the same communication is still being created or is being sent right now. Only when it has been sent or deleted can a new one be created.
Why does the request show no source? A request entered by hand shows no source.
As of: 2026-10-31.