P12 Pre-arrival Upsell - Notes

Date: 2026-05-20 Process: process_hotel_national_p12_pre_arrival_upsell_spa_dinner_transfers_extras.bpmn

Local hotel context used

• Hotel National publishes wellness access and massage offerings, so spa/treatment upsell is treated as a core pre-arrival add-on.
• The restaurant is a daily operating outlet with reservation by phone/email and half-board or a la carte service, so dinner pre-booking is handled as a normal pre-arrival option.
• The property offers transfer support in a car-free Zermatt context, so transport and arrival extras are handled before check-in rather than at arrival only.
• The hotel appears to combine reservations, front-office, and concierge-style assistance for guest planning.

Source-backed references

• Hotel wellness page: spa, massages, external guest access subject to availability, and operating windows. https://nationalzermatt.ch/en/wellness/
• Hotel restaurant page: half-board or a la carte, daily dinner operation, reservations by phone/email, and family-oriented offers. https://nationalzermatt.ch/en/restaurant-national/
• Hotel home page: spa-focused positioning, Sunnegga proximity, and named front-office/portier roles. https://nationalzermatt.ch/en/
• Zermatt arrival guidance: car-free destination, Täsch transfer point, 12-minute shuttle, and trains every 20 minutes. https://zermatt.swiss/en/plan-book/arrival

Modeling assumptions applied

• The upsell trigger is internal: approximately 72 hours before arrival, Reservations reviews upcoming stays and sends a curated add-on offer to eligible guests.
• A single guest response may include spa, dinner, transfers, and other extras, so service validation is modeled as parallel checks across Wellness Desk, Restaurant Service, and Front Office/Portier.
• If the requested mix cannot be confirmed exactly as asked, the hotel proposes alternative slots or a reduced package instead of silently dropping the request.
• If the guest declines the alternative, the hotel closes the upsell cycle with a stay-unchanged notice while preserving the underlying room booking.
• Response windows are modeled explicitly because pre-arrival add-ons cannot remain open indefinitely close to arrival; the exact cutoff durations are an operational assumption rather than a published hotel rule.