North Star Inn: Manage Reservation
North Star Inn Reservations
Use Case Package
Use Case Name:
Use Case Number:
Use Case Author:
William F. Nazzaro
Use Cases Referenced:
This use case documents the process
a clerk must go through to manage a customer's reservation for a specific
bedroom in the system. This includes reservation modifications and reservation
cancellations initiated by the customer.
|Customer has a reservation.|
|Customer’s bedroom reservation
has been either modified or cancelled.|
Use Case Diagram:
This use case starts when the actor indicates they want
to manage a customer’s reservation. The actor needs to locate the customer’s
reservation. The system will allow the actor to either perform a reservation
search by "Customer Name" or "Reservation Confirmation Number" [Exception:
Reservation Not Found].
The system will present the actor with the following options:
"Modify Reservation", and "Cancel Reservation".
If the actor selects "Modify Reservation"
The system will allow the actor to modify the following
reservation information: arrival date, departure date, bedroom type, and
selected discount program [Exception:
Reservation Modifications Not Allowed].
If the actor modifies arrival date, departure date, or
The system must ensure a bedroom is available for the
modified information [Exception:
Bedroom Unavailable] or [Exception:
Improper Length of Stay]. If only one bedroom is available
the system will reserve the bedroom, but if more than one bedroom is available
then the actor will need to indicate which bedroom to reserve. The system
will then update the bedroom’s status.
If in the course of modifying the reservation the bedroom actually change from what was originally reserved then the system will automatically update the original bedroom’s status to "available".
If the actor wishes to apply a different discount to the
The system will present the actor with a list of discount
programs that are currently being offered/accepted by North Star Inn [Exception:
No Discounts Being Offered]. The actor has the option to examine
the applicable rules associated with a discount program. If the actor selects a discount program the reservation is
updated to reflect the potential discount and the bedroom price is updated
to take into account the applied discount [Exception:
Discount Does Not Apply].
If the actor selects "Cancel
The system will ask the actor to indicate which reservation
to cancel [Exception:
Reservation Cancellations Not Allowed]. The system updates
the bedroom’s status, assesses the cancellation fee, and determines the
customer’s credit for their deposit amount.
The system will send the customer’s credit card information
and the credit for their deposit amount to the Credit Bureau [Exception:
Unable to Process Transaction]. The Credit Bureau will credit
the deposit amount, less the cancellation fee, to customer’s credit card
and provide a transaction confirmation number to the system [Exception: Credit Card Problem]. The system will generate
a cancellation confirmation number.
This use case terminates when the actor has completed
managing a customer’s reservation. This will end the actor’s reservation
session for the customer.
The system asks the actor to verify the customer’s information.
If the customer’s information in the system is incorrect or outdated the
actor will update the customer information, refer to "Use
Case – Manage Customer Profile".
If the actor requests to manage another reservation for
the same customer, then the use case is started over.
This occurs if there is no bedroom available for the customer’s bedroom
type and arrival/departure date. The bedroom can be unavailable for a number
of reasons (e.g., room reserved, unclean, or maintenance) the actor has
the option to view the bedroom’s details to determine if a modification
to the customer’s arrival date or departure date would make the bedroom
available. The actor can also modify the bedroom type to see if a different
bedroom is available. If the exception cannot be resolved the system will
present the actor will other Inns in the area so the actor can try to aid
the customer and the use case will end.
Credit Card Problem:
This occurs if the Credit Bureau determines there is a problem with the
credit card (e.g., incorrect information, credit limit exceeded, inactive
card, or fraudulent card). Depending upon the credit card problem the actor
can try to process the credit card again, change the credit card information,
or ask the customer to provide a different credit card. If the exception
cannot be resolved the use case will end and any reserved bedroom(s) shall
Not Apply: This occurs if a selected discount program does not
apply to a particular customer. For example, senior citizen discount selected,
but the person is not a senior citizen. The selected discount program will
be disallowed and the actor has the option to select another discount program
and the use case will continue.
of Stay: This occurs if the customer’s stay falls on a weekend
or holiday and has not met the minimum stay requirements. The actor can
adjust the arrival date or departure date to try and address the problem.
If the exception cannot be resolved the use case will end.
Being Offered: This occurs if North Star Inn is not participating
in any discount programs at time of reservation and the use case will continue.
Cancellations Not Allowed: This occurs if the actor is trying to
cancel a reservation past 7 PM on the day of check in. The system will
not allow the actor to cancel the reservation and the use case will end.
Modifications Not Allowed: This occurs if the actor is trying to
modify a reservation past 7 PM on the day of check in. The system will
not allow the actor to modify the reservation and the use case will end.
Found: This occurs if the system is unable to locate the reservation
with the information provided. The actor can try re-entering the reservation
information, but if the exception cannot be resolved the use cased will
to Process Transaction: This occurs if the Credit Bureau is "down"
and is unable to process North Star Inn’s transaction. The actor will manually
complete the transaction without receiving verification from the Credit
Bureau and the use case will continue.
- Does the system need to adjust the deposit amount if reservation
modifications change the required deposit amount?
Answer – North Star Inn does not need to adjust
the deposit amount if it changes. The old deposit amount will be sufficient.
- Does North Star Inn charge customers a fee for changing their
Answer – North Star Inn does not charge a fee
for modifications made to a reservation.
- The system does not generate a new reservation confirmation
number for reservation modifications.
- The system does not adjust the deposit amount if reservation
modifications change the required deposit amount.
- A customer will receive a credit on their deposit amount,
less the cancellation fee, for canceling a reservation.
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