Following your order
Once you've placed a room-service order (from chat
or from /room-service) you have two ways to follow it.
In the chat
Lucy sends a message into the same chat thread for every status change guests care about:
- "Your [items] is being prepared — I'll let you know when it's on the way." — kitchen has started prep
- "On the way to [room] now." — out for delivery
- "[items] delivered. Enjoy!" — delivered
- "I had to cancel that order. Reason: …. You haven't been charged." — cancellation
Web-chat guests see them in real time. WhatsApp guests see them next time they open the conversation.
On the /orders page
Open /orders in the guest portal for a board view of every order
you've placed at this property. Each card shows:
- Items — what you ordered, with the running total
- Status pill — current state at a glance
- Timeline — five dots highlighting how far the order has progressed: Placed → Confirmed → Preparing → On the way → Delivered
- Special notes — anything you typed when placing the order
- Cancel reason — if the kitchen had to cancel, the reason they gave appears here
The page refreshes automatically every 15 seconds while you're looking at it. A small "1 active" badge also appears on the dashboard's Room Service tile when you have an in-flight order, so you can hop straight to the tracker from the home screen.
What each status means
| Status | What it means for you | |---|---| | Placed | The order is in the kitchen's queue. They'll usually confirm within a minute or two. | | Confirmed | A staff member has acknowledged the order. They've started planning it but haven't begun cooking yet. | | Preparing | They've started making your order. | | On the way | Heading to your room or pickup point right now. | | Delivered | All done — enjoy! | | Cancelled | The kitchen couldn't fulfill it. The cancellation message includes the reason. |
Charges
When the order is added to your room folio (the standard path when you have a card on file at the property), no money moves until you check out — your folio simply settles for whatever you actually ordered. Cancelled orders never appear on your final bill.
When the order required a direct payment (no open folio at this property), you'd have followed a Stripe checkout link before placing. A cancellation in that path triggers an automatic refund to the same card, usually visible within a few hours.
What if my order doesn't appear?
A couple of things to check:
- Are you signed in?
/ordersrequires authentication. - Were you at this property? The list shows orders by user across all properties you've stayed at. If you placed an order earlier today, it should be there.
- Is the order more than ~25 entries old? v1.2 shows the most recent 25 orders. Older history is in the property's records.
If something looks wrong, ask Lucy in chat — she has full visibility into your order history and can ping the front desk if needed.