A regional hotel relies on phone and walk-in bookings, causing double-bookings and lost revenue. This case study frames the business problem, maps the as-is and to-be processes, and documents the requirements needed to launch an online booking platform.
The hotel currently takes bookings by phone, email, and walk-in, recorded manually in a shared spreadsheet. This creates double-bookings during peak season, delays confirming availability to guests, and gives management no reliable view of occupancy or revenue.
As-Is: Guest calls or emails → front-desk staff manually checks a spreadsheet → staff confirms verbally or by email → booking recorded after the fact, with no availability lock — the root cause of double-bookings.
To-Be: Guest searches dates online → system checks live inventory → guest selects a room and pays a deposit → system locks the room and sends an automated confirmation → front desk sees the booking instantly, with no manual re-entry.
| Category | Requirement |
|---|---|
| Performance | Availability search results return in under 2 seconds. |
| Security | Payment data handled via a PCI-compliant gateway; no card data stored locally. |
| Availability | Booking platform available 99.5% of the time, including outside office hours. |
| Usability | Booking flow completable on mobile in 4 steps or fewer. |
| Scalability | Supports peak-season traffic (3× average daily bookings) without degradation. |
As a guest, I want to book a room online and receive instant confirmation, so that I don't have to call the hotel and risk the room being unavailable.
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