A pilot booking should answer a sourcing question. It is not simply a discounted first stay or an informal trial whose outcome depends on whether the employee complains. Define the capabilities you need to test, select a representative booking and record what happened at each important step.
A pilot booking should answer a sourcing question. It is not simply a discounted first stay or an informal trial whose outcome depends on whether the employee complains. Define the capabilities you need to test, select a representative booking and record what happened at each important step.
Use a location, stay type and arrival pattern similar to the programme you intend to award. An exceptional showcase apartment may tell you little about the provider's ordinary allocation process. Ask whether the accommodation is typical of the inventory proposed for future bookings.
Explain the pilot to the internal coordinator and obtain feedback in a proportionate way. Do not burden the resident with an elaborate audit. A short arrival check, a route for reporting problems and a departure review can provide useful evidence when the questions are precise.
Include accuracy of confirmation, delivery of the agreed accommodation, functioning access, essential services, support responsiveness and billing accuracy. Distinguish mandatory requirements from preferences. Record who assesses each criterion and what evidence supports the conclusion.
Define how the provider can correct a problem and how the correction will be evaluated. The purpose is to understand the operating model, not to manufacture a flawless score by ignoring issues that were inconvenient to resolve.
Review the confirmation and arrival instructions before the employee travels. After arrival, check the specified essentials and acknowledge any recorded condition issues. At departure, compare the process and final charges with the agreement.
Consider a hypothetical pilot where arrival works well but the final invoice includes an unexplained cleaning charge. The accommodation itself may have performed satisfactorily, while the billing process needs correction. Record both findings rather than marking the whole pilot as either perfect or unusable.
Conclude whether to approve, approve subject to corrective action, extend the pilot or decline the provider for the intended scope. Identify which capabilities remain untested. One booking does not establish performance across every property, emirate or peak-demand period.
If the programme will use multiple properties or partner operators, plan proportionate additional checks before expanding. Carry lessons from the pilot into the operating instructions and commercial agreement. A pilot creates value only when the evidence changes the award decision or improves how subsequent bookings are managed.
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