Guest Billing Overview

HiLucy handles guest billing through WooCommerce and Stripe, providing a seamless checkout experience.

Payment Flow

Once a guest is in-house, their charges accrue to a folio -- a running room account, just like at a traditional hotel front desk:

Charges accumulate -- room service orders, rentals, activities, minibar, and other extras are added to the folio as line items during the stay
Charge to room by default -- when an in-house guest buys something through the guest app or chat, "Charge to my room" is the default payment option. If no folio is open yet, one opens automatically on the first charge. Guests can still choose to pay by card instead.
My Folio in chat -- guests can review their folio anytime by tapping My Folio in the chat. It shows the running total, category subtotals, every line item with its date and time, and the card on file.
Settlement at checkout -- nothing is charged during the stay for room-charged items. When the folio is closed, the bill is paid from the hold on the guest's card. See Payment Processing for what happens when the bill is larger than the hold or nothing was billed, and Checkout Process.

Rental deposits use authorize-then-void: HiLucy verifies the guest's card with a temporary hold and then voids it, without charging them. See Security Deposits for details.
Hotel folio holds are different. The hold stays on the card during the stay and is used to pay the bill when the folio is closed, as described above. The hold amount is set in Money → Folio settings.

Refunds can be processed from the admin dashboard or Rental Manager. Both full and partial refunds are supported.