© Travel UCD Limited 2003. All Rights Reserved.
Hotel booking process design & usability
Travel UCD – February 2003
5.3 Phase 3 – Check-out
In this report we have focused primarily on the first two phases of an online hotel reservation
and, in particular, on how to handle multiple room reservations.
Once users have decided where to stay, and chosen the rooms that they wish to book – they will
start the third phase, the entering of guest and payment information. For a multi-room
reservation, this can include the entry of room-specific, rather than reservation-specific,
information.
This could include:
•
Special requests –requests for a particular room or for a particular guest to stay in a
particular room
•
Additional bedding – for example, a request for a cot. (Note that a lot of hotels will
charge for an extra bed and may handle the extra bed through the number of guests. E.g.
when a user books a double room for 3 adults. In this case, the user will be charged triple
occupancy or the rate may include the surcharge for the extra bed.)
•
Smoking / non-smoking – including perhaps a combination of smoking and non-
smoking
•
Guest name per room – do the individual rooms have guests allocated to them, by
name, at time of reservation – or will the hotel only receive the booker’s name details
The website should be clear that special requests and non-smoking/smoking requests are usually
requests only and are not guaranteed by the hotel.
For example, figure 11 below, shows how lastminute.com enables the user to enter room-specific
smoking requirements as well as special requests.
Figure 11: Lastminute.com, showing start of check-out phase
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