Personally, I think most people underutilise the "Notes" area in booking forms; I think they are a good idea, and they have paid off for me on several occasions. "Yes, Mr Diver, we saw you were arriving by air and might be late - no problem!" and once, "Yes, Mr Diver, we saw you might arrive late and with the horrible weather, we are full - so we kept a corner suite for you and Mrs Diver."