Your First Guest Journey

HiLucy automates the entire guest lifecycle. Here's what happens when a guest books with your property.

The Guest Journey

1. Booking Confirmation

When a reservation is created (via your website, Cloudbeds, or an OTA), HiLucy automatically:

• Creates a guest record
• Sends a confirmation via WhatsApp (if phone number is available)
• LucyAI introduces herself as your property's AI concierge

2. Pre-Arrival

Before the guest arrives, LucyAI proactively:

• Shares check-in instructions and arrival info
• Answers questions about the property, amenities, and local area
• Offers to book activities and experiences
• Collects guest preferences

3. Check-In

Guests can check in via the Guest Portal — a mobile-friendly web app at app.hilucy.com. The check-in flow includes:

• Guest information collection
• ID upload (where required)
• Security deposit verification
• Digital agreement signing

4. During Stay

While the guest is staying:

• LucyAI remains available 24/7 via WhatsApp
• Guests can browse local recommendations, activities, and property info
• Staff can communicate via the Communication Hub
• Any issues are escalated to your team automatically

5. Checkout & Post-Stay

At checkout:

• Deposit releases are processed automatically
• LucyAI sends a thank-you message
• Review requests can be triggered

How It's Different

Unlike traditional guest messaging platforms that rely on rigid templates, HiLucy uses adaptive AI — LucyAI understands context, remembers the conversation, and responds naturally. No template configuration needed.