AI System for Reviewing Hotel Booking Exceptions

The problem

When booking details, guest numbers, room rules and rate plans are held in different sources, staff must match fields manually before preparing an exception and missing information record.

The reservations coordinator must compare every suggestion in the exception and missing information record with the source record; incomplete or conflicting evidence must not replace the final decision.

If a connecting-room or accessibility requirement is not set aside for separate review, an unsuitable room could be confirmed; the record must not proceed without a human decision.

What we set out to improve

• Time taken for the draft exception and missing information record, with its supporting evidence, to reach the reservations coordinator for review
• Outcomes of records sent for human review because of a connecting-room or accessibility requirement
• Number of suggestions corrected after identifying a risk that an unsuitable room could be confirmed

How the system works

1. 01 Retrieve the booking, guest count, room rules and rate plan from permitted sources
2. 02 Verify field and document versions
3. 03 Prepare the exception and missing information record with supporting evidence
4. 04 Check the exception: a connecting-room or accessibility requirement
5. 05 Have the reservations coordinator accept, correct or reject the suggestion
6. 06 Decision gate: booking acceptance, room and rate
7. 07 Record the decision and its source separately

Methods we used

• A source-identified data schema for the booking, guest count, room rules and rate plan
• A structure that separates deterministic rules from AI suggestions
• A screen showing the exception and missing information record alongside the supporting evidence
• A human review queue for connecting-room or accessibility requirements
• A record identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the necessary fields from the booking, guest count, room rules and rate plan should be processed. Role-based access should be applied, and unnecessary identity, health, financial and internal organisational data should not be sent to the model. Source access, the AI suggestion and the reservations coordinator's decision should be recorded separately.

Who this suits

Frequently asked questions