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 get to check-in in one of three ways: by scanning your property's QR code, from the guest_check_in WhatsApp message HiLucy sends when their reservation is marked arrived, or from a link a staff member copies and sends them. Scanning the QR code or opening the link starts the online check-in wizard in their mobile browser. No app download or account creation is required. The link carries a short-lived token that opens the session for them.
Does the guest need to create an account?
No. The arrival flow is token-based. The link opens a session for your property without a username, password, or account. The guest then finds their own reservation in the wizard by confirming their details.
What happens if a guest loses their check-in link?
Staff can give them a new one from the Reservation Manager. On the Arriving or In-house tab, open the ⋯ menu on the guest's row and choose Send arrival link. This copies a link to your clipboard; paste it into WhatsApp or a text to the guest. HiLucy does not email it. The link works for 30 minutes, so if the guest does not open it in time, copy a fresh one.
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 a direct link instead -- staff can copy one with Send arrival link in the dashboard and send it to the guest
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 Arriving tab in the Reservation Manager. Each row shows which steps are complete. If a guest is having trouble, staff can:
- Copy a fresh arrival link with Send arrival link and send it to the guest
- Walk the guest through the steps in person (the guest completes the wizard on their own device)
- Use Mark arrived to move the reservation to In-house 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 tied to your property and expires after 30 minutes, and the guest still has to match their own reservation details before they can see it. Companion invite links are different: each one is for a single companion and works only once. Digital signatures are captured and stored securely for compliance purposes.