Guest Portal FAQ
Answers to the most common questions about the HiLucy Guest Portal.
Accessing the Portal
How do guests find the portal?
Guests reach the portal through several entry points:
- Arrival link -- a personalized URL sent via WhatsApp or email before check-in (e.g.,
app.hilucy.com/arrive/[token]) - WiFi captive portal -- when guests connect to property WiFi, they land on a branded splash page that links to the full portal
- QR code -- printed QR codes placed in the property (lobby, rooms, welcome packet) that open the portal directly
- Direct URL -- guests can visit app.hilucy.com at any time
Do guests need to create an account?
No. Guests can start chatting with LucyAI immediately without signing in. However, to access personalized features like check-in, booking history, and service requests, they will need to authenticate using Google, Apple, magic link, phone OTP, or biometric sign-in.
Can guests access the portal after checkout?
Yes. Guest accounts remain active after checkout. Guests can revisit the portal to view past booking details, continue conversations with Lucy, or plan a future stay.
Mobile App vs. Web
Is there a native mobile app?
The Guest Portal is a Progressive Web App (PWA) that works in any mobile browser. Guests can add it to their home screen for an app-like experience with full-screen mode and push notifications.
A native wrapper via Capacitor is also available, which adds biometric authentication, haptic feedback, and native social sign-in on iOS and Android.
Does the portal work offline?
Partially. Previously loaded pages and content are cached for offline viewing. However, features that require a live connection -- such as AI chat, check-in, and activity booking -- need an internet connection.
Browser Support
Which browsers are supported?
The Guest Portal supports all modern browsers:
- Chrome (desktop and mobile) -- fully supported
- Safari (desktop and mobile) -- fully supported, including iOS PWA
- Firefox (desktop and mobile) -- fully supported
- Edge (desktop) -- fully supported
Internet Explorer is not supported.
Does the portal work on tablets?
Yes. The portal uses responsive design with breakpoints at 375px, 768px, 1024px, and 1440px. Tablets get an optimized layout that takes advantage of the larger screen.
Language & Localization
What language does the portal display in?
The portal detects the guest's browser language and displays content accordingly. LucyAI independently detects the guest's language from their messages and responds in kind, supporting 50+ languages.
Can I set a default language for my property?
The portal respects the guest's browser preference by default. If you need to force a specific language for your property context, contact the HiLucy team.
Troubleshooting
A guest says they cannot access the portal. What should I check?
- Confirm the URL -- ensure the guest is visiting
app.hilucy.com, not an old or incorrect link - Check the arrival token -- if using an arrival link, verify the token has not expired
- Browser compatibility -- confirm the guest is using a modern browser (not Internet Explorer)
- Network connectivity -- ensure the guest has internet access, especially if connected to property WiFi with a captive portal that may block external sites
The arrival link is not working. What happened?
Arrival tokens are single-use and tied to a specific reservation. If the token has already been used or the reservation was modified, a new link may need to be generated from the admin dashboard.