Web-based Hotel Reservation and Customer Feedback Management System for Sitara Hotel Weligama

Abstract

Abstract Sitara Hotel, located in Weligama, currently lacks an official web application for managing hotel reservations and customer feedback, which has led to operational inefficiencies and increased costs. At present, the hotel relies on a third-party solution to handle reservations, resulting in high commission fees and limited control over the booking process. Additionally, staff operations, including managing reservations and handling customer feedback, are performed manually, increasing the chances of human error and reducing overall efficiency. This project aims to solve these challenges by developing a fully functional Hotel Reservation and Customer Feedback Management System tailored to Sitara Hotel's unique requirements. The proposed system includes a web application to enable direct reservations, eliminating the need for third-party services and reducing operational costs. The reservation module allows guests to check room availability, make reservations. The system also includes a comprehensive feedback management feature, enabling guests to submit reviews and complaints, feedback directly through the platform. A key feature of the system is the lengthy review summarization function, which analyzes and summarizes guest reviews to provide hotel management with actionable insights into customer satisfaction and service improvements. Additional reservation options, such as meal reservations, cab services, and spa bookings, are integrated into the platform to enhance the overall customer experience. The system follows the MVC (Model-View-Controller) architecture and was developed using the Laravel framework with PHP as the backend language. The front end is designed using Bootstrap and CSS to ensure a responsive and user-friendly interface. The project was developed using the Iterative and Incremental development model, allowing for continuous improvement and flexibility throughout the development process. The system also includes secure user authentication, data encryption, and role-based access control to ensure data privacy and security. By implementing this system, Sitara Hotel can improve booking efficiency, reduce operational costs, enhance customer satisfaction, and establish a direct connection with its guests, thereby strengthening its market presence and service quality.