Basic Course:

Initialization:

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].

Process:

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 bedroom type,

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 reservation,

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 Reservation"

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.

Termination:

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.

Exception(s):

1. Bedroom Unavailable: 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.

2. 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 be forfeited.

3. Discount Does 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.

4. Improper Length 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.

5. No Discounts 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.

6. Reservation 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.

7. Reservation 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.

8. Reservation Not 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 end.

9. Unable 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.

GUI’s Referenced:

TBD

Open Issue(s):

1. 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.
 
2. Does North Star Inn charge customers a fee for changing their reservation?

Answer – North Star Inn does not charge a fee for modifications made to a reservation.

Assumption(s):

1. The system does not generate a new reservation confirmation number for reservation modifications.
2. The system does not adjust the deposit amount if reservation modifications change the required deposit amount.
3. A customer will receive a credit on their deposit amount, less the cancellation fee, for canceling a reservation.