P11 Waitlist and Overbooking Resolution - Inspiration Notes

Date: 2026-05-20 Process: process_hotel_national_p11_waitlist_and_overbooking_resolution.bpmn

External patterns used

1. Overbooking decision discipline should use forecast + guest-priority logic (loyalty/channel/arrival timing), not first-come only.

• Source: https://www.mews.com/en/blog/hotel-overbooking-strategy
• Source: https://cluballiance.aaa.com/the-extra-mile/advice/travel/hotel-overbooking

2. If overbooked, a practical SOP includes relocation (“walk”) to a comparable partner hotel with transport/compensation steps.

• Source: https://chekin.com/en/blog/hotel-overbooking/
• Source: https://insights.ehotelier.com/insights/2019/02/14/overbooking-strategies-basic-better-best/

3. Event-based waiting for alternative outcomes is a valid BPMN pattern when waiting for either inventory release or timeout/cutoff.

• Source: https://docs.camunda.io/docs/components/modeler/bpmn/event-based-gateways/

Modeling consequences applied

• Added explicit split between immediate confirmation path vs constrained-capacity path.
• Added prioritized waitlist branch with guest acceptance and response window.
• Added event-based wait state for “room released” vs “cutoff reached”.
• Added relocation branch with partner-hotel request/confirmation and guest communication.
• Added explicit partner-availability check so relocation only completes when a comparable room is actually secured.
• Kept explicit end states for confirmed, relocated, and no-accommodation outcomes.

Hotel-specific assumptions used

• Because Hotel National operates in a car-free Zermatt context, the relocation communication includes transfer details rather than just an alternate address.
• Waitlist handling is assumed to sit with Reservations, while arrival-day displacement decisions are escalated to a duty-manager role.
• Partner-hotel relocation is only offered once the hotel has determined that a timely room release is not the preferred recovery path for this guest/request.