Provide Room Recommendations Based on Guest Stay History

Stay is enhanced to recommend rooms to users based on guests’ preferences and stay history at the property, when booking reservations. The rooms from all the room types that are ranked higher than the room type selected at the time of booking are displayed as recommendations in the Book Reservation screen.

Feature Setting

Name: Recommended Room Upgrades Based on Guest Stay History
Comments: License is not required

Display Guest Preferred Rooms

When the feature setting is enabled, a new section, User Preferred Rooms, is displayed in the Book Reservation screen. Based on the preferences selected by the guest (Guest Profile ➜ Preferences & History ➜ Guest Preferences), the rooms from all the room types that are ranked higher than the currently selected room type are listed in this section.

When users select a room that belongs to a different room type, the following parameters for the room are validated:

The room type must be associated with the selected rate plan
The room must be available for the duration of stay
The Max Guests count of the room type must be higher than the guest count of the reservation
The room selected must not be overbooked
The selected room type must not have any restrictions such as Closed (C), Closed to Arrival (CTA), Closed to Departure (CTD), Minimum Length of Stay (Min LOS), and Maximum Length of Stay (Max LOS)

When the mentioned conditions are satisfied, the Room Move Confirmation pop-up screen appears that displays the following details for the current room and the newly selected room:

Room number: The room number is displayed. If the room number is not assigned, it is left blank.
Room Type: The room type code is displayed.
Room Rate: Room rate for the room excluding tax is displayed.

When users click Save, the selected room is assigned and the following message is displayed in the Estimated Charges section of the Book Reservation screen: Changing the room type may impact ARF, inventory items, addons and pets if they were applied.

When a room from a different room type is selected and assigned, the following fields are updated for the reservation:

Room Rate: The room rate for each night of stay is updated based on the selected room type.
Auto Recurring Fee (ARF) Rule: The ARF rule associated with the selected room type is applied. If the room type is not associated with any ARF rule, the previously applied rule is removed.
Recurring Charges: If any inventory item is added as a recurring charge and if it is restricted to the newly selected room type, the item must be removed.
Pets: If pet(s) were added and if the newly selected room type does not support pets, the associated charges must be removed. Also, when the count of the pets added in the old room type exceeds the count allowed in newly selected room type, the associated charges must be removed.
Add-Ons: If an inventory item was added as an add-on and if it is restricted to the newly selected room type, the package/ individual add-on must be removed.
Offers: An offer applied to the reservation will continue to be applied. If there is a variation in price, it will be adjusted during the offer redemption.

When the room type is modified during the creation of multiple reservations at a time, the change in room type will be applied to all the reservations. When the Scheduled Room Move (SRM) feature setting is enabled, users can modify the reservations for more than one night of stay.

Recommend Room Upgrades Based on Guest Stay History

When the feature setting is enabled, a new section, Recommended Room Upgrades Based on Guest Stay History, is displayed in the Book Reservation screen. Based on the guest’s stay history (Guest Profile ➜ Guest Stay History ➜ Past), the rooms from all the room types in which the guests have previously stayed in that are ranked higher than the currently selected room type are listed when users click the Click here to load hyperlink in this section.

The vacant rooms in conditions that are available for check-in such as Vacant, Vacant Inspected, Vacant Clean, Vacant Dirty, and Vacant Pick-Up and the rooms that meet the criteria mentioned in the User Preferred Rooms section are displayed. When users click the See All hyperlink for a room, the Room Features pop-up screen appears that displays the features available for the room.

If there are no rooms that meet the criteria, the message, There are no rooms to list as they do not match the reservation criteria, is displayed. If the guest has no record of staying at the property, the Recommended Room Upgrades Based on Guest Stay History section will not be displayed.

The rooms are listed in the Recommended Room Upgrades Based on Guest Stay History section based on the room types of the previous reservation that are ranked higher than the currently selected room type and the features available for the room.

For example, let us assume that the following room types based on guest’s history are ranked higher than the currently selected room type:

Room Type	Room	Features
King	100	Sofa, Refrigerator, Sea view
King	101	Mini Bar, Sofa, Refrigerator
Queen	200	Mini Bar
NKX	300	Mini Bar, Sea view, Pool
NKX	300	Mini Bar, Sea view, Pool
NKX	300	Mini Bar, Sea view, Pool
NKX	300	Mini Bar, Sea view, Pool

The percentage for each room/room type/feature is calculated as follows: No of occurrence/Total number of past stays * 100.

For example, let us assume the following percentage values calculated for the rooms, room types, and features based on the number of occurrences and the total number of past stays.

Room	Percentage
100	14.28
101	14.28
200	14.28
300	57.14

Room Type	Percentage
King	14.28
Queen	28.57
NKX	57.14

Feature	Percentage
Sofa	28.57
Refrigerator	28.57
Sea view	71.42
Mini bar	85.71
Pool	57.14

The rooms that have the highest percentage value for the room- type-feature combination is displayed first followed by the combination that has the next highest value. In this example, NKX-300 is displayed first followed by Queen-200 and so on.

Users can search for a record in this section using the room number.

Display Recommended Upgrades in Reservations

Once the reservation is created, if there are any rooms available based on the Recommended Room Upgrades Based on Guest Stay History, the message, Recommended rooms upgrades are available based on your history, will be displayed in the Reservation Summary section until the reservation is checked in.

The room with the highest percentage value for the room-room type-feature combination is displayed in the Recommended Rooms section.

The rooms with the next highest percentage are displayed in the Recommended Room Upgrades Based on Guest Stay History section.

Users can select the preferred room to be assigned.

Display Guest Stay History

When the feature setting is enabled, the guest’s stay history (Guest Profile ➜ Guest Stay History ➜ Past) will display the following information:

Date: The date when the room type was changed.
Room Type Modified: The room type to which the reservation was modified after check-in is displayed. When there are multiple room type changes, the latest room type is displayed.
Category: When the Room Move Reasons Based on Category feature setting is enabled, the category for each room type change is captured as Upsell/Upgrade/Other.

System Changes

To support this feature, the following changes have been made:

A new section, User Preferred Rooms, has been added to the Book Reservation screen.
A new section, Recommended Room Upgrades Based on Guest Stay History, has been added to the following screens:
- Book Reservation
- Reservation
The following new columns have been added to the Guest Stay History section of guest profiles (Guest Profile ➜Guest Stay History ➜Past):
- Date
- Room Type Modified
- Category
The Recommended Upgrades section of the reservation has been renamed to Recommended Rooms.