Automated Hotel Booking and Cancellation Web-Based Application: A Prototype

Abstract

The purpose of this study is to provide new insights into the factors that influence cancellation behaviour with respect to hotel bookings. Cancellations of bookings are one of the most common concerns in the hotel sector. Before the specified arrival date, the client would cancel their reservation. The cancellation has had a major impact on hotel operations as well. The researchers developed a prototype system called Automated Hotel Booking Cancellation that can assist a hotel in better anticipating consumer cancellations and booking transactions. The researchers utilized a survey questionnaire following the ISO 25010 Software Quality Standard to assess the system's usefulness, functionality, accuracy, security, reliability, and maintainability. The results show "strongly agree" in all the domains with an overall mean = 3.46. IT Experts and respondents evaluated the proposed prototype and gained a "Strongly Agree" rating in all the domains under the survey. The domain on the usefulness of the system gained the highest mean = 3.89 with an interpretation of "strongly agree," and the lowest was the domain of security with a mean = 3.15 or "strongly agree," which ranked 6 in summary. The researchers concluded based on the findings that the developed prototype web-based system was useful and functional to the needs of the target users/beneficiaries. The user interface of the web-based system was user-friendly, representing an object-oriented user interface for the users. An improvement recommended on the cancellation to automatically predict cancellations that can be incorporated into the system using Machine Learning Algorithms to ease the process of cancellation were recommended for future researchers who want to pursue advanced studies about the topic.