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Guest Comments in the Booking Engine

Guests can leave a free-text comment while booking through the Booking Engine, for example room preferences, cost coverage, or dietary needs. The comment is saved on the reservation, shown to staff in the Operations Platform, and synced to your PMS, so requests reach your team without a separate email or phone call.

1. Who Can Use This Feature?​

👤 The comment field is switched on with the Allow Guest Comments toggle in the Operations Platform under Settings → Booking Engine (Account section, Search Settings card). The Account Administrator role (account-admin) can change and publish it; all other roles see the page read-only. See Configure the Booking Engine.

ℹ️ On the staff side, no extra permission is needed. Everyone who can open a reservation in the Operations Platform can read the guest comment.

2. Feature Overview​

🛎️ During booking, guests find an optional Special requests field at the end of the booker details, above the terms and conditions.

  • The comment is free text with a limit of 1000 characters.
  • Each reservation holds one guest comment.
  • For multi-room bookings, the comment is added to every reservation in the booking, so each room's team sees the same request.
  • The field is optional; leaving it empty changes nothing about the booking flow.

3. Where Staff See Guest Comments​

After the guest completes the booking, the comment is visible on the reservation in the Operations Platform:

  1. Open the reservation.
  2. Switch to the Comments tab.
  3. The guest comment appears alongside your existing reservation comments.

💡 Guests use this field for requests they consider important. Check the Comments tab as part of your arrival preparation.

4. PMS Synchronization​

🧩 The guest comment also reaches your PMS, so teams working outside LIKE MAGIC see the same request. Existing notes (staff notes, promo code text, or notes from other sources) are always preserved and never overwritten. For multi-room bookings, the note is written to every reservation of the booking.

a) Apaleo​

The comment is written into the comment field of the Apaleo reservation, inside a section marked [Guest]. Existing content in the comment field is preserved.

b) Mews​

The comment appears as its own reservation note, mapped to the RESERVATION category.

c) Oracle OPERA Cloud​

The comment appears as its own reservation note. The comment category it is mapped to is configurable. Request a change via a Support Ticket.

5. Conclusion​

The guest enters a special request once, during booking. Staff read it on the reservation in the Operations Platform and in your PMS.

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