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The Booking Agent guides the guest through the booking process: travel dates, occupancy, room selection, rate selection and checkout. Depending on the connected booking engine or PMS, the booking is completed directly or confirmed through a checkout link.

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How it works

The Booking Agent works room by room:
  1. The guest provides arrival and departure dates.
  2. The agent asks for the occupancy of the first room.
  3. The guest selects a room and rate.
  4. The agent asks whether another room should be added.
  5. At the end, the agent guides the guest to checkout.
All rooms in one booking share the same travel dates.

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Booking limits

Limits are configured in the DialogShift app under Settings → Booking mask. An empty field means: no limit. The exceptions are Max. child age and Max. rooms (group threshold), which have fixed default values.

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Occupancy per room

Occupancy limits apply per room. If the guest provides an invalid occupancy, the Booking Agent does not accept it and asks for a valid value. Examples:
  • If a maximum of 2 adults per room is allowed, the agent does not accept 3 adults in one room.
  • If Max. children is set to 0, children cannot be booked.
  • If Max. total guests is set to 4, 2 adults and 2 children are possible, but 2 adults and 3 children are not.
  • If Max. child age is set to 11, a 12-year-old guest counts as an adult.

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Group threshold and hard cap

Max. rooms (group threshold) and Max. rooms (hard cap) have different purposes. Max. rooms (group threshold) defines when a request becomes a group booking. The guest is not simply rejected. The request is handed over to the hotel team so it can be handled manually. Max. rooms (hard cap) defines how many rooms the agent may accept at most. When this limit is reached, no additional room can be added.

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Additional booking engine restrictions

DialogShift limits control what the agent accepts in the conversation. The connected booking engine or PMS may still apply its own rules, such as availability, minimum stay, room capacity or payment conditions.