Hotel Receptionist Scenario Expansion

examples/hotel_receptionist/benchmark.py

@@ -32,6 +32,13 @@
     "guest_messages",
     "wakeup_calls",
     "tour_bookings",
+    "spa_bookings",
+    "business_center_bookings",
+    "florist_orders",
+    "emails_sent",
+    "transfer_calls",
+    "waitlist",
+    "do_not_disturb",
     "flight_reconfirmations",
     "airport_cars",
     "emergency_dispatches",
@@ -46,10 +53,6 @@
         "code",
         "case_number",
         "booking_code",
-        # booking math: tool-computed by compute_invoice from type + dates +
-        # extras, which are all already compared — so asserting it would grade the
-        # mock's arithmetic, not the agent. (It also varies with which room of a
-        # type book_room picks, since seed rates differ within a type.)
         "total",
         "subtotal",
         "taxes",

examples/hotel_receptionist/book_restaurant.py

@@ -57,9 +57,6 @@ async def on_enter(self) -> None:
         )
 
     def _status(self) -> str:
-        # See book_room.py - status describes the next *action*, not a list
-        # of missing field names. A "still need: phone" string gets parroted
-        # as "What's your phone number?".
         if self._date is None:
             return "no party yet - ask the caller for date and party size, then call set_party"
         if self._time is None:
@@ -71,17 +68,27 @@ def _status(self) -> str:
         return "all required details captured - call confirm_reservation() now to finalize the reservation"
 
     @function_tool()
-    async def set_party(
-        self, on_date: date, party_size: Annotated[int, Field(ge=1, le=MAX_PARTY_SIZE)]
-    ) -> str:
+    async def set_party(self, on_date: date, party_size: Annotated[int, Field(ge=1)]) -> str:
         """Record the date + party size. The return lists the open time slots - offer them to the caller and let them pick; don't choose a slot yourself.
 
         Args:
             on_date: Reservation date in ISO YYYY-MM-DD format (e.g. "2026-01-20").
-            party_size: Number of guests (must be >= 1; ask the caller if not specified).
+            party_size: Number of guests, exactly as the caller stated it - never shrink it to fit; if it's too big to seat, that's handled below.
         """
         if on_date < TODAY:
             raise ToolError("the date can't be in the past")
+        if party_size > MAX_PARTY_SIZE:
+            # The largest table seats MAX_PARTY_SIZE; a bigger party (and the
+            # private-room / set-menu asks that come with it) is the restaurant's
+            # to arrange, not a desk table booking. Bail out of this flow and
+            # transfer rather than quietly booking a too-small table.
+            raise ToolError(
+                f"{party_size} guests is beyond a normal table - we seat up to {MAX_PARTY_SIZE}. "
+                "Don't book it here and don't reduce the number to fit: this is a large-party / "
+                "private-dining request the restaurant handles directly. Call give_up, then tell "
+                "the caller you'll put them on hold to connect them and, once they agree, "
+                "transfer_call(destination='restaurant') with a one-line summary."
+            )
 
         slots = await self._db.list_restaurant_availability(on_date=on_date, party_size=party_size)
         open_times = {s.time for s in slots if s.available_table_ids}

examples/hotel_receptionist/common.py

@@ -0,0 +1,42 @@
+from __future__ import annotations
+
+import os
+import sys
+from dataclasses import dataclass, field
+
+sys.path.append(os.path.dirname(os.path.abspath(__file__)))
+
+from hotel_db import HotelDB, RoomBooking
+
+from livekit.agents import llm
+
+
+@dataclass
+class Userdata:
+    db: HotelDB
+    # Departments already transferred to this call - guards against a duplicate transfer
+    # row when the agent re-calls transfer_call after the caller's reaction.
+    transferred_to: set[str] = field(default_factory=set)
+    # The refund outcome from the last room cancellation, and the caller-turn count when it
+    # happened - so a re-invoked cancel (no caller input since) re-surfaces that answer
+    # instead of re-verifying into a confusing "already cancelled" dead end.
+    last_cancel_message: str = ""
+    caller_turns_at_last_cancel: int = -1
+    verified_booking: RoomBooking | None = None
+    # The most recent completed room booking, and the caller-turn count at the moment
+    # it completed - together they catch a model that re-runs the booking flow with no
+    # caller input since, which would silently double-book the guest.
+    last_room_booking: RoomBooking | None = None
+    caller_turns_at_last_booking: int = 0
+
+
+def _speak_code(code: str) -> str:
+    # Spell character by character, with "-" spoken as the single word "dash" -
+    # NOT spelled D, A, S, H (that reads as four more code characters).
+    return ", ".join("dash" if c == "-" else c for c in code.upper())
+
+
+def _count_caller_turns(chat_ctx: llm.ChatContext) -> int:
+    """How many times the caller has spoken so far - the signal for whether a
+    booking flow was actually driven by the caller or silently re-run by the model."""
+    return sum(1 for it in chat_ctx.items if it.type == "message" and it.role == "user")

examples/hotel_receptionist/fake_data/seed.py

@@ -103,6 +103,24 @@
     ("Marcus", "Johnson", "m.johnson@outlook.com", "+1 628 555 0199", "CD34", "205", 9, 3, 4, ["breakfast", "valet"], "1881", "confirmed"),
     # Smoking room (203 is the only smoking-permitted room)
     ("Mei", "Chen", "mei.chen@gmail.com", "+1 415 555 0222", "MN42", "203", 14, 2, 2, ["breakfast"], "4477", "confirmed"),
+    # --- Completely sold out one night (offset 25 = Fri Jul 3, July-4th weekend) ---
+    # Every one of the 13 rooms is taken for this single night, so a fresh
+    # booking inquiry for that date honestly comes up empty: the "we're full,
+    # politely deny the walk-in" scenario. One-nighters (nights=1) so the
+    # block doesn't bleed into adjacent dates or other scenarios.
+    ("Owen", "Carver", "owen.carver@gmail.com", "+1 415 555 0501", "SO01", "201", 25, 1, 2, [], "1101", "confirmed"),
+    ("Bianca", "Ross", "bianca.ross@gmail.com", "+1 415 555 0502", "SO02", "202", 25, 1, 2, [], "1102", "confirmed"),
+    ("Caleb", "Nguyen", "caleb.nguyen@gmail.com", "+1 415 555 0503", "SO03", "203", 25, 1, 2, [], "1103", "confirmed"),
+    ("Delia", "Brooks", "delia.brooks@gmail.com", "+1 415 555 0504", "SO04", "204", 25, 1, 3, [], "1104", "confirmed"),
+    ("Ezra", "Flynn", "ezra.flynn@gmail.com", "+1 415 555 0505", "SO05", "205", 25, 1, 3, [], "1105", "confirmed"),
+    ("Farah", "Haddad", "farah.haddad@gmail.com", "+1 415 555 0506", "SO06", "206", 25, 1, 4, [], "1106", "confirmed"),
+    ("Gideon", "Park", "gideon.park@gmail.com", "+1 415 555 0507", "SO07", "301", 25, 1, 2, [], "1107", "confirmed"),
+    ("Helena", "Cruz", "helena.cruz@gmail.com", "+1 415 555 0508", "SO08", "302", 25, 1, 2, [], "1108", "confirmed"),
+    ("Ivan", "Sokolov", "ivan.sokolov@gmail.com", "+1 415 555 0509", "SO09", "303", 25, 1, 3, [], "1109", "confirmed"),
+    ("Jana", "Novak", "jana.novak@gmail.com", "+1 415 555 0510", "SO10", "304", 25, 1, 4, [], "1110", "confirmed"),
+    ("Kofi", "Mensah", "kofi.mensah@gmail.com", "+1 415 555 0511", "SO11", "401", 25, 1, 4, [], "1111", "confirmed"),
+    ("Lara", "Conti", "lara.conti@gmail.com", "+1 415 555 0512", "SO12", "402", 25, 1, 2, [], "1112", "confirmed"),
+    ("Mateo", "Rivas", "mateo.rivas@gmail.com", "+1 415 555 0513", "SO13", "PH", 25, 1, 5, [], "1113", "confirmed"),
     # Departed (last week / weeks ago) - source of disputes + invoice lookups
     ("Daniel", "Lee", "daniel.lee@gmail.com", "+1 415 555 0104", "GH78", "302", -6, 2, 2, ["late_checkout"], "9999", "confirmed"),
     ("Olivia", "Brandt", "olivia.brandt@me.com", "+1 415 555 0288", "QT55", "204", -10, 3, 2, ["breakfast"], "6677", "confirmed"),
@@ -146,6 +164,11 @@
     # Open / unresolved
     ("DSP-2H6T", "HTL-ZP19", "Room service", 8800, "room_service_restaurant", "Charged for a dinner they didn't order.", "escalated_to_manager", 0, "open"),
 ]
+# (last_name, preferences) - read-only guest history for returning-guest personalization.
+GUEST_HISTORY = [
+    ("Lee", "Prefers a high, quiet floor away from the elevator, and feather-free "
+            "(hypoallergenic) pillows. Had a noise complaint on a previous stay."),
+]
 # fmt: on
 
 
@@ -161,6 +184,10 @@ def populate(db: HotelDB, today: date) -> None:
         "INSERT INTO restaurant_tables (label, capacity, location, description) VALUES (?,?,?,?)",
         TABLES,
     )
+    conn.executemany(
+        "INSERT INTO guest_history (last_name, preferences) VALUES (?,?)",
+        GUEST_HISTORY,
+    )
 
     for (
         first,