Reservation Manager
The Reservation Manager is your central hub for tracking every guest stay from booking through departure. It organizes reservations into three clear tabs so you always know who is arriving, who is on-site, and who is checking out.
Arrivals Tab
The Arrivals tab shows all confirmed bookings with upcoming check-in dates. Each reservation card displays the guest name, arrival date, room or unit assignment, and the current completion status of their pre-arrival check-in flow.
From this tab you can:
- View which guests have completed their online check-in steps (ID, card on file, terms signed)
- Send reminder notifications via WhatsApp or email to guests who haven't started check-in
- Manually transition a reservation to "in-house" status once the guest arrives
In-House Tab
Once a guest has checked in, their reservation moves to the In-House tab. This view gives you a live snapshot of all current occupants across your properties.
Key actions available on in-house reservations:
- View companion details and payment authority assignments
- Access the guest's folio to add charges or review line items
- Open communication history with LucyAI
- Manage room moves or extension requests
Checkouts Tab
The Checkouts tab lists reservations approaching or past their departure date. Staff use this tab to finalize folios, settle outstanding charges, and mark reservations as checked out. See Checkout Process for the full settlement workflow.
Reservation State Transitions
Every reservation follows a defined lifecycle:
- Booked -- The reservation is confirmed but the guest has not yet arrived
- In-House -- The guest has completed check-in and is currently staying at the property
- Checked Out -- The stay is complete, the folio is settled, and the reservation is closed
State transitions can happen automatically (when a guest completes the online arrival flow) or manually (when staff update the status from the dashboard).
Companion Management
HiLucy supports multiple guests per reservation. The primary guest can add companions during the online check-in flow, or staff can add them from the reservation detail view.
Each companion receives their own invite link (via WhatsApp or email) to complete a simplified claim flow where they provide their details, save a card on file, and sign terms. Companions can be designated as additional payers through the multi-payer payment arrangement system.
Creating Reservations Manually
While most reservations sync automatically from your PMS (such as Cloudbeds), you can also create reservations directly in HiLucy:
- Open the Reservation Manager and click New Reservation
- Fill in the guest details, dates, and unit assignment
- The reservation starts in "Booked" status and follows the same lifecycle as PMS-synced bookings
Manual reservations are useful for walk-ins, owner stays, or bookings from channels not connected to your PMS.
Tips
- Use the search and filter controls at the top of each tab to find specific reservations quickly
- The reservation count badges on each tab give you an at-a-glance summary of your current workload
- Click any reservation card to expand the full detail view with folio, guest list, and activity timeline