In vacation rental operations, it’s not unusual to receive a message from a guest saying, “Could I get some extra towels?”

Unlike hotels that change linens daily, vacation rentals don’t typically offer this service, which leaves many owners and property managers wondering how best to handle these requests. Towels are close to a necessity for guests—something they simply can’t do without. However, allowing unlimited towel requests can drive up linen costs and laundry workload, placing a heavy burden on operations. So how can you keep guests happy while avoiding unnecessary costs?

This article breaks down how to handle guests who request extra towels in vacation rental operations, along with strategies to prevent these situations in the first place. Drawing on real-world examples and know-how from property management companies, we’ve compiled key points for minimizing trouble while keeping guest satisfaction high.

1. Why Do Guests Ask for Extra Towels?

1-1. Higher Consumption During Longer Stays or with Larger Groups

The standard formula for towel supply in a vacation rental is typically “number of guests × length of stay + a small reserve.” However, with extended stays or larger groups, individual towel usage tends to climb. Guests who shower multiple times a day, or families with young children whose towels get dirty easily, often end up using more towels than initially planned for.

1-2. Doing Laundry Is Inconvenient or Impossible

Even if a property has a washer and dryer, guests may avoid doing laundry themselves due to time constraints or general inconvenience. This is especially true for international travelers or business guests, who often prefer the convenience of simply grabbing a fresh towel rather than washing one. Properties without outdoor drying space, or guests with itineraries packed with daily outings, may find themselves with no time to do laundry—making extra towel requests more likely.

1-3. Expectations Carried Over from Hotel Stays

At luxury and business hotels alike, fresh towels are restocked daily along with bed-making, as a matter of course. Some guests carry this expectation over to vacation rentals, assuming towels are an unlimited resource. It’s not uncommon for guests to request extras without understanding the service level a host is actually providing.

2. Problems Caused by Extra Towel Requests

2-1. Rising Linen Costs and Laundry Burden

The more towels you provide, the more frequently you’ll need to do laundry—driving up water, utility, and detergent costs. If cleaning staff or the owner handle the laundry themselves, this also means added work hours. Responding to every individual request as it comes in can end up negatively affecting other tasks and the business overall.

2-2. Increasingly Complicated Inventory Management

If you keep flexibly handing out extra towels whenever guests ask, you may find your supply running low before you know it, or worn-out towels never getting replaced. Without tight control over reserve stock and laundry/drying cycles, you risk the opposite problem: guests complaining they “can’t find any towels.”

2-3. Overly High Guest Expectations and Dependency

Once you say “yes” to extra towels, guests may start expecting even more services. Requests like “Can you change the sheets daily too?” or “Can we have unlimited amenities?” can quickly follow, and hotel-level expectations can end up undermining the self-service appeal that makes vacation rentals unique.

3. How to Respond When a Guest Requests Extra Towels

3-1. Clearly State Your Policy in Advance

It’s best to spell out your policy ahead of time in your house rules or guest information materials (whether online or printed)—for example, “Towels are changed every X days” or “Extra towels are available for ¥XXX each.” When guests understand this upfront, they’re less likely to assume unlimited free towels are available. Even if you provide extras for free, stating a limit on the number can help prevent friction.

3-2. Offer Guests Options

Rather than simply providing free extra towels, it can be effective to offer guests choices such as:

• Wash and reuse: If the property has a washer and dryer, show guests how to use them so they can do their own laundry
• Paid option: Offer additional towels for a set fee per towel, or a discounted rate for a bundle
• Scheduled exchange: For stays of two nights or more, offer one free towel exchange, with additional exchanges available for a fee

Make sure to clearly explain the cost and effort involved so guests can make an informed choice.

3-3. Respond Quickly and Courteously

If a guest is already in a bind because they’ve run out of towels, leaving the message unanswered will quickly lead to dissatisfaction and negative reviews. Respond promptly while explaining your policy on extras. When an inquiry comes in online, reply right away and confirm how many towels are needed—communication is key. If visiting the property in person isn’t practical, consider alternatives like arranging a nearby locker for pickup.

4. How to Prevent Extra Towel Issues Before They Happen

4-1. Stock More Towels From the Start

Even for short stays, providing at least two towels per guest (a face towel and a bath towel) plus a small reserve can go a long way toward preventing that first feeling of running short. International guests in particular tend to use bath towels two or three times, using more towels overall than Japanese guests typically do. Conversely, stocking generously from the start reduces the risk of “we’re out of towels” messages.

4-2. Factor In Long-Stay Plans

For properties that frequently host guests staying a week or longer, offering a paid option for periodic sheet and towel changes is one solution worth considering. If cleaning staff visit once a week to swap out linens in bulk, there’s no need to pile up more towels than a guest could ever use in one sitting. Many guests would actually prefer a mid-stay towel exchange over having a week’s worth of towels dumped on them all at once.

4-3. Provide Good Laundry Facilities—and Clear Instructions

If your property has a washer and dryer, helping guests use them effectively can solve towel shortages before they start. For international guests especially, providing clear operating instructions in English or other major languages, along with detergent and fabric softener on hand, helps discourage a “disposable towel” mindset. Even properties without laundry facilities can give guests the option to do their own laundry by sharing information about nearby coin laundromats.

5. Cost Management and Efficiency Tips

5-1. Working with a Linen Supply Company

If you’re managing multiple vacation rental properties, or properties with frequent guest turnover, it may be more cost-effective to contract with a linen supply company. Having towels and sheets regularly collected, laundered, and restocked can significantly reduce the burden of managing inventory yourself. That said, linen supply costs can vary depending on occupancy rate and number of guests per property, so it’s worth running the numbers before signing on.

5-2. Standardize Procedures and Train Staff

Creating a standardized workflow for handling extra towel requests—and sharing it with cleaning staff or property management team members—helps ensure consistent responses. Clearly define rules such as “up to X towels are free,” “guests staying more than X nights can request X extra towels,” or “each additional towel costs ¥XXX,” so staff can respond quickly and consistently.

5-3. Highlight Eco-Friendly and Sustainable Practices

Heavy towel usage means more frequent laundry loads, which increases the environmental impact through greater water, electricity, and detergent use. As more guests today value sustainability, it can be worth introducing eco-conscious policies or incentives—for example, encouraging guests on longer stays to wash and reuse towels themselves, or offering a small discount to guests who choose to help minimize environmental impact.

6. Key Points for Guest Communication

6-1. Polite Language and Genuine Thanks

Even when an extra towel request means additional cost for you, always start by thanking the guest for reaching out. Opening with something like, “Thank you for letting us know. Just to explain our policy…” makes it much easier to communicate your rules without coming across as unfriendly. Whether you’re proposing a paid option or suggesting guests do their own laundry, delivering the message politely and without a negative tone is key to protecting your reviews.

6-2. Offer Alternatives

You might say something like, “We’re sorry, but we’ve reached the limit for complimentary extra towels. However…” and immediately follow up with a paid option or information about a nearby coin laundromat. Most guests are willing to accept a paid solution as long as they feel their problem can actually be solved. Offering multiple options and letting guests choose for themselves helps keep things smooth and trouble-free.

6-3. Respond Quickly

When an extra towel request comes in, taking too long to reply can quickly build guest frustration. Respond as promptly as possible, sharing your current stock situation or an alternative solution. Even if a physical solution isn’t immediately possible, simply sending a message like “We’ve received your request and are looking into it” can go a long way toward easing a guest’s concerns.

7. Long-Term Strategy

7-1. Consider a “No-Towel Plan” or “Eco Discount Plan”

Some vacation rentals offer bed linens and towels only as a paid option. Under this system, guests who choose to bring their own towels or bedding receive a discount on their booking. That said, this practice isn’t very common in Japan, so it’s important to explain it clearly at the time of booking to avoid complaints down the line.

7-2. Use Extra Requests as a Chance to Improve Your Service

If you’re frequently getting requests for extra towels, that might be a sign it’s worth reconsidering whether your initial towel count is simply too low. Alternatively, you could lean into the concept and position your property as an “eco-friendly stay where guests do their own laundry,” investing further in the facilities to support it. Continuously refining your operations based on guest feedback is key to long-term success.

7-3. Conduct Regular Maintenance and Inventory Checks

Worn-out or mismatched towel counts create a bigger problem than extra requests—a sense that the property isn’t clean and well cared for. Make a habit of regularly inspecting all towels and replacing any that are worn or discolored. Since this directly affects guest satisfaction, be sure to work closely with staff to stay on top of inventory checks and restocking schedules.

Let Stay Buddy Inc. Handle Your Guest Inquiries, Too

We’ve now covered how to handle guest requests for extra towels in vacation rental operations, along with strategies to prevent them in the first place. Towel management may seem like a small detail, but it’s actually closely tied to guest satisfaction, operating costs, and even your review scores.

If you find yourself spending too much time on towel and linen management or guest communication, or would simply prefer to leave your policy-setting and issue resolution to the professionals, please reach out to Stay Buddy Inc. Drawing on our vacation rental expertise and track record, we offer comprehensive support—from proper linen management and setting up add-on options, to improving guest communication. Thank you for reading to the end!