Online Check-In

HiLucy provides a fully digital check-in experience that guests complete on their own device before arrival. No app download required, no login needed -- just a single link or QR code that walks them through everything.

How Guests Access Check-In

Each reservation generates a unique, single-use arrival token. Guests reach the check-in wizard in one of three ways:

• QR code -- Scan a code displayed at the front desk, printed on a welcome card, or included in a pre-arrival message
• Direct link -- Click a link sent via WhatsApp or email (e.g., hilucy.com/arrive/abc123)
• LucyAI chat -- The AI concierge can send the check-in link during a conversation

Because the token itself authenticates the session, guests do not need to create an account or log in.

The 10-Step Arrival Flow

The wizard guides guests through each step in sequence. Steps that are already complete (for example, if the PMS pre-filled reservation details) are skipped automatically.

1. Welcome -- A branded greeting with the property name and logo
2. Identify -- Guest enters their name and email to identify themselves
3. Confirm Reservation -- The system matches the guest to their reservation using PMS data. If multiple reservations match, the guest selects the correct one.
4. Confirm Primary Guest -- The primary guest reviews and confirms their personal details (name, phone, nationality)
5. Companions -- Add fellow travelers. Each companion can be invited via WhatsApp or email to complete their own simplified registration through a separate claim flow.
6. Payment Arrangement -- Choose how charges will be split. The primary guest can take full financial responsibility or designate companions as additional payers.
7. Save Card -- A Stripe-powered card form captures the guest's payment method as a SetupIntent. The card is saved on file for folio charges during the stay without an immediate charge.
8. Sign Terms -- A digital signature pad (draw with finger or stylus) captures the guest's agreement to the property's terms and conditions
9. Complete -- Confirmation screen with a confetti animation. The reservation status transitions to "in-house."
10. Status -- A post-completion view where the guest can review their check-in details, see companion invite statuses, and access the guest portal

Companion Claim Flow

When the primary guest adds companions at step 5, each companion receives a magic link to a separate claim flow at /claim/[token]. The companion flow is shorter:

1. Welcome and verification
2. Personal details entry
3. Save card on file (optional, depending on payment arrangement)
4. Sign terms
5. Confirmation

Companions do not need to identify a reservation -- their token already links them to the correct booking.

PMS Pre-Fill

If your property uses a connected PMS like Cloudbeds, guest and reservation data is pre-filled automatically. This means:

• The guest's name and contact info appear pre-populated at the identify and confirm steps
• Room assignment and dates are already matched
• The guest only needs to verify the information rather than enter it from scratch

This significantly reduces friction and check-in completion time.

For Property Staff

Staff can monitor check-in progress from the Reservation Manager Arrivals tab. Each reservation card shows which steps the guest has completed. If a guest gets stuck or abandons the flow, staff can send a reminder notification or assist in person while the guest completes the wizard on their own device.

Tips

• Send the check-in link 24-48 hours before arrival so guests can complete it at their convenience
• The card saved at step 7 is not charged immediately -- it is held on file for folio charges during the stay
• Companions can complete their claim flow independently and at any time, even after the primary guest has finished