Activities & Experiences FAQ

Answers to the most common questions about activities, upsell products, and experience booking in HiLucy.

Products & Upsells

What is the difference between WooCommerce products and Acuity activities?

• WooCommerce products are simple purchasable items that do not require scheduling -- things like late checkout, welcome packages, parking passes, or equipment rental. Guests buy them and your team fulfills the order.
• Acuity activities are time-based services that require a specific date and time slot -- spa treatments, guided tours, restaurant reservations, and excursions. Acuity handles the calendar and availability.

You can offer both types simultaneously. They appear together in the Guest Portal's Explore tab.

How do I set pricing for products?

Product pricing is managed in WooCommerce. Navigate to Products in your WordPress admin, create or edit a product, and set the price. HiLucy displays the price to guests in the portal and processes payment through your Stripe integration.

Can I offer free activities?

Yes. Set the price to zero in WooCommerce or Acuity. Free activities still appear in the portal and can be booked normally -- they just skip the payment step.

How do guests pay for activities and products?

Payments are processed through your property's Stripe integration. If the guest has a card on file from check-in, the purchase can be charged to that card. Otherwise, they enter payment details during the booking flow.

Availability & Scheduling

How does LucyAI know which activities are available?

LucyAI queries your synced Acuity data to check real-time availability. When a guest asks "What can I do tomorrow?", Lucy searches appointment types with open time slots for the requested date and presents matching options.

Can I block out dates or set capacity limits?

Yes. Manage availability directly in Acuity Scheduling:

• Block dates -- mark specific dates as unavailable in your Acuity calendar
• Set capacity -- configure how many bookings each time slot accepts
• Business hours -- define when each service is available

Changes in Acuity are reflected in HiLucy after the next sync or webhook trigger.

What happens if a guest books an activity that becomes unavailable?

If an activity is canceled or rescheduled in Acuity, the webhook notifies HiLucy automatically. Your team can then reach out to the guest to offer alternatives. LucyAI does not currently handle rebooking automatically, but this is planned for a future release.

Setup & Configuration

Do I need a separate Acuity account for each property?

Not necessarily. If all your properties share the same activity catalog, a single Acuity account works. However, if different properties offer different activities (e.g., beach activities vs. mountain activities), using separate Acuity accounts -- or at minimum separate calendars -- keeps things organized. Each listing in HiLucy stores its own Acuity credentials.

I updated my activities in Acuity but they are not showing in HiLucy. Why?

The most likely cause is that a sync has not occurred since the change. Go to your listing in WordPress admin, find the Acuity Integration metabox, and click Sync Now. If you have configured the Acuity webhook, updates should arrive automatically -- check that the webhook URL is correct and active.

Can I offer activities from third-party providers?

Yes. If a third-party provider has an Acuity Scheduling account, you can enter their API credentials in your listing configuration. This lets you resell their services through your Guest Portal and LucyAI without managing the calendar yourself.

WooCommerce Products

Where do WooCommerce products appear for guests?

Products appear in the Guest Portal's Explore tab under the activities and add-ons section. LucyAI can also recommend products during conversation when relevant -- for example, suggesting a late checkout to a guest who mentions an afternoon flight.

Can I categorize products?

Yes. Use WooCommerce product categories to organize items. Categories like "Room Extras", "Equipment Rental", and "Welcome Packages" help guests browse and help Lucy make relevant recommendations.

Are product descriptions shown to guests?

Yes. The product title, description, price, and featured image from WooCommerce are all displayed in the Guest Portal. Write clear, concise descriptions that help guests understand exactly what they are purchasing.