Summary: When an In-Room Dining tax total doesn't match your POS, or Allin quotes the wrong restaurant hours or other incorrect information, the cause sits outside the Alliants Experience Platform (AXP) — in a system your organisation manages directly, such as your POS system, or the knowledge base and retrieval system behind Allin. In these cases, the recommended first step is to raise the issue with your FS Digital Operations team, who have the visibility and ownership needed to triage the issue and escalate it to the correct vendor or internal team.
Permissions Required: AXP Admins to check Settings. Tickets raise with your FS Digital Operations team for resolution.
This article helps Four Seasons teams recognise when an issue reported through AXP actually originates outside the Alliants Experience Platform, in a system your own organisation manages.
It covers two examples: In-Room Dining tax or service charge totals that don't match your POS (IRIS), and Allin quoting incorrect information — such as wrong restaurant or outlet hours — because the knowledge base and retrieval system (RAG) behind Allin are uploaded, maintained, and built by your own FS team, not Alliants.
For both cases, the article explains the root cause, what to check, and what to gather before raising the issue with your FS Digital Operations team, who are best placed to triage the request and escalate it to the correct vendor or internal team.
1. In-Room Dining Tax or Service Charge Totals Don't Match Your POS
Cause: In-Room Dining (IRD) tax and service charge totals are calculated by your POS system (IRIS) and passed to AXP — AXP does not calculate these figures itself. If the tax or service charge shown on a guest's tablet, mobile device or in AXP doesn't match your POS receipt, this means IRIS is sending AXP a total that doesn't reconcile with what's actually charged.
⚒️ To fix: Raise this with your FS Digital Operations team. They're best placed to triage the issue and escalate it to IRIS to review the tax/service charge configuration for the outlet.
What to share when you raise this:
The order reference and property/outlet name.
A screenshot of the totals shown in AXP or on the tablet.
A screenshot or export of the same order from IRIS showing the correct totals.
Alliants Support can confirm what data AXP received from IRIS for the order, which can help speed up the vendor's investigation. The correction to the tax calculation itself, though, has to happen on the IRIS side.
2. Allin Is Quoting Incorrect Information (e.g. Restaurant or Outlet Hours)
Cause: Allin answers questions using a knowledge base that is uploaded and maintained by your own FS admins — for example, restaurant and outlet hours, menus, and other property content.
The retrieval system that reads and surfaces this content (the RAG / knowledge provider behind Allin) was also designed and built by the FS team, not Alliants.
If Allin quotes something incorrect, such as the wrong hours for a restaurant, this means either the source content that was uploaded is out of date, or there's an issue in how the FS-built knowledge provider is retrieving it — both of which sit outside AXP.
⚒️ To fix: Raise this with your FS Digital Operations team. They can check the uploaded source content and the knowledge provider itself, since both are owned and maintained by your own team, not Alliants.
What to share when you raise this:
What Allin quoted, and where (a screenshot is ideal, and the conversation URL would help).
What the correct information should be, and where it's sourced from (e.g. the document or page that was uploaded).
The restaurant/outlet name and property.
When in doubt
If you're not sure whether an issue sits inside AXP or with an external vendor, always raise it with FS Digital Operations team first. The team will be able to confirm whether the cause is inside the Alliants Experience platform or external — and help you raise it with the right team. This will help the issue get resolved faster.
📧 FS Digital Operations team: digitaloperations.helpdesk@fourseasons.com