Hotel Modify Support For CHS

Overview

This document describes the workflow that will be used if a CHS supplier wants to implement support for modifying hotel booking. As of now, SAP Concur supports only modification of dates with possibility of changing other attributes in the future. The supplier can choose to support this feature by implementing the Hotel Service v4 modify endpoint.

Workflow

At a high-level, the workflow consists of:

  • If modify is supported by CHS supplier and booking is marked as modifiable, user is provided with option to change dates for hotel booking and user updates the dates (checkin/checkout/both).
  • SAP Concur invokes rate-details (used as reshop request) using same ratePlanId as used in original booking along with confirmationCodes that provides all confirmation codes and pin associated with booking.
  • CHS supplier provides price details for the new dates based on confirmation codes and/or original ratePlanId. Hotel room/product is expected to be the same as original booking. Note that ratePlanId in response can be different from original booking.
  • SAP Concur UI presents change in cost and new pricing to user for review.
  • User accepts and confirms the change request.
  • SAP Concur invokes modify endpoint with new dates and ratePlanId from previous response along with confirmation codes and pin.
  • CHS supplier updates the booking with new dates and returns the updated booking details.

Below is the sequence diagram for the flow:

Modify Process

Modify Recovery Process

In the case of a request timed out, SAP Concur will start a recovery process, in wich SAP Concur will try to confirm the status of the booking. Also if the supplier identifies that the modification cannot be confirmed in a timely manner, it can return a PENDING_CONFIRMATION status in the response to the modify request. In this case SAP Concur will also start a recovery process to confirm the status of the booking.

In the process of recovery, SAP Concur will invoke the read endpoint to get the state of the modified booking. If the returned booking have a RESERVED status and have the new dates requested by the user, then the booking is marked as confirmed. If the returned booking have a PENDING_CONFIRMATION status, SAP Concur will continue to invoke the read endpoint until the endpoint return a booking with status RESERVED for a maximum of 1 day. If after 1 day the booking is still in PENDING_CONFIRMATION status, then SAP Concur will keep the booking status as Pending. When the user tries to view the booking, SAP Concur will call again the read endpoint to sink the status of the booking with the supplier. If the returned booking have status of RESERVED but the dates of check-in and check-out are not the same as the dates requested by the user, then SAP Concur will consider the modification as failed and will notify the user about it.

Below is the sequence diagram for the recovery flow:

Modify Recovery Process

Requirements for CHS Supplier

  • Supplier is expected to set isModifiable flag to true in the booking response if they support modify feature for a given booking.
  • Supplier will need to support reshop request via rate-details providing detailed pricing for new dates on already booked hotel and rate-plan.
  • Supplier will need to support modify request via modify endpoint to update the booking with new dates.
  • Supplier is expected to set status to PENDING_CONFIRMATION in the response of read endpoint if the modification is not confirmed.

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