Guest Experience FAQ
Answers to the most common questions guests and property staff have about the HiLucy guest experience.
How does a guest start the check-in process?
Guests receive a unique link or QR code -- typically sent via WhatsApp or email before arrival. Scanning the QR code or clicking the link opens the online check-in wizard directly in their mobile browser. No app download or account creation is required. The link contains a single-use token that authenticates the session automatically.
Does the guest need to create an account?
No. The arrival flow is completely token-based. The unique link grants the guest scoped access to their specific reservation without requiring a username, password, or account registration. This keeps the process fast and frictionless.
What happens if a guest loses their check-in link?
Property staff can resend the check-in link from the Reservation Manager. Open the reservation from the Arrivals tab and click the option to resend the arrival notification via WhatsApp or email. The original token remains valid until the check-in is completed.
Will the guest's card be charged during check-in?
No. During the "Save Card" step, HiLucy creates a Stripe SetupIntent that securely saves the card on file without placing a charge. The card is held for potential folio charges during the stay. Actual charges are only captured at checkout when the folio is settled by staff.
How does companion management work?
The primary guest can add companions (fellow travelers) during step 5 of the check-in wizard. Each companion receives their own magic link via WhatsApp or email to complete a shorter registration flow:
- Verify their identity
- Enter personal details
- Optionally save a card on file
- Sign the property's terms and conditions
Companions can complete their flow independently and at any time -- they do not need to be present with the primary guest.
Can a companion pay for part of the stay?
Yes. During the "Payment Arrangement" step, the primary guest can designate one or more companions as additional payers. Each payer saves their own card on file, and folio charges are split according to the arrangement at checkout. See Guest Billing for more on how payments work.
What if the QR code does not scan?
If a QR code is not scanning properly:
- Ensure the camera app or QR reader has permission to access the camera
- Try increasing screen brightness if scanning from a screen display
- Move the camera closer to or further from the code
- Use the direct link as an alternative -- staff can send it via WhatsApp or email from the dashboard
What information does the guest need to provide?
The check-in wizard collects:
- Full name and contact information (email, phone)
- Nationality (for regulatory compliance)
- Payment card (saved on file, not charged)
- Digital signature accepting the property's terms and conditions
- Companion details, if traveling with others
If the property uses a connected PMS like Cloudbeds, most of this information is pre-filled from the booking data, so the guest only needs to verify rather than type everything from scratch.
How can staff help a guest who is stuck on check-in?
Staff can monitor each guest's check-in progress from the Arrivals tab in the Reservation Manager. The reservation card shows which steps are complete. If a guest is having trouble, staff can:
- Resend the arrival link
- Walk the guest through the steps in person (the guest completes the wizard on their own device)
- Manually transition the reservation to in-house status as a fallback
Is the check-in process secure?
Yes. All data is transmitted over HTTPS. Card information is handled entirely by Stripe and never touches HiLucy's servers. The arrival token is single-use and scoped to one reservation, so it cannot be reused or applied to a different booking. Digital signatures are captured and stored securely for compliance purposes.