Name: Virgin Hotels - Lucy
Rating: 3.0163 (552 reviews)

User Reviews for Virgin Hotels - Lucy

3.02 out of 5

552 Ratings

5 months ago, Frank Gunn

App is now WORTHLESS

The Virgin app used to work great! I could book hotels, get into my room, add info about myself, etc but it seems ever since the introduction of Virgin Red you know have to log into the app every single time. Anytime I try to book a room the screen goes blank & I’m not able to use it to do anything. For as great as the Virgin brand is I would think the app would not have this many bugs.

2 years ago, Mrdirky

Fiancée’s Birthday Disappointment

I stayed at the Virgin Hotel the downtown Chicago location on February 19, 2023 for my soon to be wife’s birthday. I booked this location because she and I are getting married this summer less than a mile away so I figured I would kill two birds with one stone, celebrate her on her special day and scout a place for me and my guest to stay when they fly in for our wedding this summer. Unfortunately it was nothing like I’d read and researched, walking in the lobby was dark, dated and dungeon, the front desk staff was friendly, elevators and hallway where the rooms are were nice and modern (21st fl). I was impressed with the unique room (opted for a suite) 500sqft actually priced well for the size but after getting settled and preparing for our night out all that I could hear was the trains continuously screeching by every few minutes, listening to my mate complain of how she won’t sleep tonight with all of the noise. The rooftop was ok it was nice I’d been there in the summer when it’s on and poppin so even though it was slow on a Sunday evening I know it to be a fun time. All in all I was unhappy with my stay and needless to say I will not be returning nor will any of my wedding guests. They also charged me sixty five dollars for parking and my car home in my driveway.

5 months ago, Sasha8722

Dumb

Don’t expect to actually check into this hotel with this useless app. It doesn’t work until you physically check in. So you still have to wait in the looooong line. Worthless.

3 months ago, Thanks Jake !!

App doesn’t work

Could never get signed up and/or get password or change password. A good app is a determining factor or where i consistently book. My first stay with a Virgin property not off to a good start.

2 months ago, djfut rntn

Do not bother!

It’s hard to use and after a bunch of work, it did not let me check in although it stated I could. Such a waste of time!

4 months ago, Gigi Lohre

App broken

When will this be fixed?

1 month ago, Nick......

The worst

Come on Virgin. This app is the single worst app I have ever used.

1 year ago, Keisha.r.smith

App worked fine and suddenly stopped

I booked a room at the end of May 2023 for June 2023 and downloaded Lucy. It worked for about 3 days, and now I keep getting the screen that says something like “this is not how we expected to meet”. I can’t view or modify my reservation or anything about the upcoming stay without logging into the website, which defeats the purpose. Maybe it’s not supposed to show anything until you’re on the property, but it doesn’t say that.

1 year ago, rachelleah107

Unusable Buggy App

When I attempt to register, I get some kind of registration error class with no user friendly message. I figured maybe I had an account already, tried to do a password reset with my email— I got a reset email, then when I entered a new password and matching confirmation password and hit save, it says “incorrect password”. I tried to re-register with a different email and get no feedback when I hit submit on the registration form, and confirmed it didn’t save. When I click the link in this page to report an issue, it takes me to a third party developer page with no clear way to report a bug. I would think there was an outage somewhere but I’ve been attempting to use the app for 3 days to the same end. Absolute garbage.

1 year ago, 01 nickname

App needs tweaks and enhancements

I first downloaded this all back in May when I received a marketing email introducing Lucy and her capabilities - ie: check in, room service, etc. upon downloading - the app was not allowing to create an account. Upon check in - in person at the hotel, I receive an email indicating that I am now a member but all was still not accessible. Post check out, I then got full access to the app. Was able to take a look at rooms for my next visit. As of the last 2 weeks I am now unable to access the app as it is down. So the app has great potential but looks like they need to do more testing before launching the product to consumers.

3 years ago, THE000000000

No room control for thermostat

I spent 38 minutes setting up my account while I’m here, only to find out i can’t control the thermostat through the app like they said i could SMH for one second i saw the place where you could but it disappeared immediately and never showed again. Everything else seems to work

1 year ago, glazed.maple.donut

Broken

Booked a room at a virgin hotel and in the confirmation email was prompted to download this app. The app is pretty much useless. I was able to sign up for virgin red (not sure why i had to do this, though as i am already part or another virgin rewards program) and after that a screen pops up saying “this is not how I imagined we’d meet” with no way to navigate back to where you were, so you are basically kicked out. I expected to at least be able to view my reservation, see points to be earned. But nothing.

1 year ago, George A+ Roofing

App needs a lot of work

Booked a reservation few weeks ago and got an email saying to use Luci to get a better experience. Well once I downloaded the app and tried to register it showed an error. Once I managed somehow to log in, the app became useless since it only shows this guy in a bed and “this is not quite the way I imagined we’d meet” with no way of closing this message. Tried to delete the app and redownload but as soon as I log in the message is back! 👎👎👎

1 year ago, Smashbag

Great

Not sure why all the bad reviews. I booked my stay 2 hours ago. Received email booking confirmation and invitation to download “Lucy “ which I’ve now done. My booking for October was there. Perfect. Probably all the bad reviewers need to go on a app download course and hone their skills.

1 year ago, Ryn5280

Flat out doesn’t work

Took forever to sign up and sign in (had to do it twice to get it to work) and it can’t find my reservation. Well, I’m sitting here in the room on the hotel Wi-Fi, so pretty sure it exists. Seems like a cool idea but it honestly does nothing but collect your information. Any hotel info is just a framed version of their largely unfinished website. As unimpressive as the hotel itself - seems stylish until it all falls apart if you breath on it too hard.

1 year ago, Secily Hall

The best guest services in Dallas

I know I have many choices of where to stay when I’m out of town but if there is a Virgin hotel I’m staying there. Especially the Dallas location. They take amazing care of me and see that every need is met.

3 years ago, bachue817

Useless App

Virtual check-in didn’t work. The tvs in the room only work through the app. Our room TV didn’t sync or connect with the app, thus we had no tv. Room service menus are only available through the TV thus we checked out early to find breakfast elsewhere. If you need to communicate with the front desk, the app is useless. You have to google the hotel and call the main line. First and last time we will ever stay at a Virgin hotel.

1 year ago, Monster 6888

“I am sorry I didn’t think we would meet this way “

I continue to get this error message when I open the app. I have tried to delete and reinstall the app over and over, still no luck. I contacted the property I was staying at and she was confused on what I was referring to. I would like to do a mobile check in at time of arrival but will not be able to if the app doesn’t work. 1 star for now.

2 years ago, Shoca123123

Difficult to use

Logging in on iOS is troublesome. Booking through the app takes you to another website that doesn’t always works. There are a lot of kinks in this app and not the good kind. Hopefully they will work them out.

1 year ago, dfrhffg

Buggy app

The app was working prior to a few weeks ago. I guess when they made an update. Now whenever I login, all I get is a page with a picture of Richard Branson saying sorry we had to meet this way. I can’t get the app to do anything else I have to continually deleted, add it back in, and I still get the same problem. I’m not surprised since the Virgin Voyages app is also a piece of crap.

1 year ago, Dj Wade

Useless

Last year the app worked great. Something had occurred. Now the app is stuck on a screen, unable to navigate. Went through ALL trouble shooting suggestions. Spent hours following blogs and Lucy instructions to reset the app. Deleted for weeks. Re-downloaded and still stuck on the same screen with no option to navigate forward or backwards.

3 years ago, Pxsroens

Meh

The app is ok, not great. When you open it and your reservation isn’t there, most apps let you look it up. This one wants your room number. If your reservation is a month out, you obvi aren’t going to know your room number. Doesn’t seem to synch with HHonors either.

1 year ago, Jim Morrison lastetly

Incomprehensible and/or broken

I cannot understand what this app is supposed to be doing. but I can’t seem to login ever, and instead, I get an incomprehensible screen that says “ this is not the way I imagined we’d meet”. and that’s it. Nothing to click on, no way to go back, no information, you are just left there SO. What is this app supposed to be/do????

2 years ago, Whho caresss

More inconvenience than convenience

Lists the numerous things you can supposedly do, yet once in the app half of them are not there. You have to have your room number to use it so idk how a potential upgrade is possible. But most annoying is every time I open the app, I have to re-add my reservation. What’s the point?

1 year ago, mickeymouse123445

Can’t pull up upcoming reservation

I like that the app lets me set up preferences for my stay, but it doesn’t pull up my upcoming reservation. And to search for reservation, it’s asking for my room number, which of course I don’t have yet.

7 months ago, Ability314

Awful

Well this app is a disaster. I booked a room at Virgin Las Vegas website directly. I can see my room, but I can’t use the functions of room controls or room service; yet alone mobile key. I asked front desk and they said the app is “down”. Lucy App is the same as the Virgin app. This was for a stay at Las Vegas during March 2024. I booked direct.

3 years ago, Isi K aus H

Useless and frustrating

This has to be the worst App in the world. My reservations are not pulling in correctly, no option to change or cancel or modify existing reservations, had issues verifying my ID and when I try to check in online it keeps giving me an error too.

3 years ago, grdaz

App crashes

This app has been inconsistent since launch. I recently tried removing and reinstalling, but now the app crashes when you attempt to do identity verification- so cannot check in with the app

1 year ago, JayeLingg

Very Poor Responsiveness

Downloaded the app after I booked a room. The app hasn’t been able to sign me on. I only see a picture of a guy, which looks like an error page. I would love for this to work so I can book other experiences. Hopefully they fix it soon!

9 years ago, Duccy

Looks great, doesn't work

I wasted about a half hour attempting to reserve a room at the Chicago Virgin Hotel with this app. The process kept opening Safari pages that required re entering log in info which was rejected. They have lost a booking as a result, I ended up using an app from a hotel chain that actually worked properly.

3 years ago, 497960 AA

ID Verification App Crash

I was told I could check in on the app but when I try to complete the ID verification, the app crashes. I’ve tried EVERYTHING to fix but nothing works. Anyone else have the same issue?

6 years ago, nick9580

Great idea

App works fine and has some good features that I haven’t seen on hotel apps before.

1 year ago, Lucy keeps crashing!

App keeps crashing!

Not sure what’s going on but I’ve booked three stays and now can’t access any of them! Each time I open the app, I get the same error message. We are headed to New York in -0 days, hoping it’s remedied by then! Not to mention upcoming reservations for Las Vegas and Chicago!

3 years ago, dumbleoverdrive

Impossible to find where and how to order room service on this app!

3 years ago, Takari Smalls

Mr. Smalls

Horrible experience bad service room took 2-3 hours to be ready nobody even told you when it was ready no shuttle service to strip . The casino was so tiny one BJ table and one roulette horrible …!! That was my first time to Vegas & I said I’d never go back worst trip I’ve taken !

1 year ago, anjhsg eidvdvwo d

Help my screen is on a man in a bed and I can’t do anything

After I scanned my Id my screen for the app is a picture of a man in a bed and I can’t do anything

1 year ago, WNRJH

Registration screen failed

I tried to register so I can stay in the know, and it keep saying registration screen failed. I should be able to see my upcoming stay with the Hilton app since it’s a Hilton collection, correct?

1 year ago, Bourbon Blaine

Doesn’t work

I’ve tried removing the app Andrea downloading it again but every time I login it goes to an error screen with no other options. I can sign in fine from a browser.

8 months ago, master dickens

Never connected to my reservation

I’m literally sitting in my room, set the location, my last name and room number and kept getting, “Sorry, cannot find reservation.” So I couldn’t use “Lucy” at all.

1 year ago, j'gurl

App does not work

Not sure why they would still be promoting this in their "welcome emails" with all the reviews that confirm it doesn't work. I get an error message every time I try to open it.

3 years ago, mpaupst

Doesn’t scan and verify ID of face properly.

Tried this 5 times with no luck. Checked into the room, it found my reservation, but doesn’t allow me to control the room.

3 years ago, DocAustin

Fails on check in

Cannot complete facial recognition - app crashes. Also, no way to log out.

2 years ago, iPad pilot

Hotel OK

App doesn’t seem to provide you with receipt for previous stay. Overall seems ok but it’s no Marriott Bonvoy app.

1 year ago, thegregb

Looks great but ineffective

Amazing looking app but I booked a room using it and waited more than a day to see the confirmation in the app. Never did. Apparently the app doesn’t show existing reservations.

1 year ago, Shopaholic761

Error message

I cannot access your app since last night . I keep getting an error message. I am going to book my stay elsewhere.

1 year ago, Slap That Momma

Logging in

App lets me log in but goes straight to an error message “we’ll hello there. This is not quite the way I thought we’d meet”. There are no options to get out of the message.

1 year ago, Suzukiman99

Verify identity

I took photo of front of drivers license and could not get the App to move to the next step.

1 year ago, ohreagano

App doesn’t work

I deleted the app and re-download it, I’ve asked out of it and opened it back up, I’ve restarted my phone and the app still doesn’t work

2 years ago, average customer reviewer

Room Key feature doesn’t work

When trying to use the virtual key card on the app it opens up my phones wallet for contactless payment

3 years ago, Lareux123

app crashes during id verification

can’t check into my reservation, so the app is pretty useless. failed the same both on iPhone and iPad.

Description

Now when you join Virgin Hotels loyalty & preferences program The Know, not only do you get a personalized stay, upgrades, and member only room rates, you now have exclusive access to our app Lucy. She connects your personal devices to your chamber controls and hotel staff and offers high-touch free features. Make requests, order room service, control the thermostat, lights, and the TV remote control with your device. Works in your chamber, in all dining areas, and even when you’re out on the town. Want to use your device as your key? Check in to your chamber? Not a problem, as a Know member you can check in prior to your arrival and unlock your chamber without using a physical key or having to stop by the front desk. Better yet, you can now link your Know account with Virgin Red and earn points for your Virgin Hotel Stay! PRE-ARRIVAL CHECK-IN & MOBILE KEY Use Lucy’s pre-arrival check-in feature, allowing you to get settled in even faster, and use your device as your chamber key without using a physical key or having to stop by the front desk. MAKE REQUESTS Ask for anything – extra pillows, laundry pick-ups, turndown service, valet – Lucy makes things happen without you having to talk to anyone, unless you want to. ORDER ROOM SERVICE Browse the menu and order with a few taps. Order while you’re out and come back to find your meal waiting for you. CONTROL YOUR THERMOSTAT & THE LIGHTS No need to get out of bed to adjust the AC or the lights. Lucy has your mood covered. GET LOCAL RECOMMENDATIONS Lucy is in with some of the most in-the-know locals, foodies and socialites around. She’ll help put that “Where should we go for dinner?” question to bed. MAKE HOTEL & DINING RESERVATIONS Lucy connects you directly to Virgin Hotels website and to Open Table, making reservations and dinner plans even more convenient. GET HOTEL MESSAGES, NEWS AND INFORMATION Lucy puts all of your hotel staff messages, happenings, and news all in one place, so you’re always in the loop. CHECK-OUT Lucy gets you on your way with mobile check out with options to have your bill emailed immediately to you, or to your accountant. COMFORT CONTROLS LIKE NEVER BEFORE Lucy brings a new level of comfort and control to the hotel experience – only at Virgin Hotels. WANT TO TIP BUT NO CASH ON HAND? Not a problem! Lucy offers cashless tipping so you can take care of those who took care of you in a special way. IT’S MORE REWARDING TO STAY “IN THE KNOW” That means Room Upgrades, special Member Room Rates, Dining Offers and exclusive Events in Commons Club when you book directly with Virgin Hotels. You’ll also have access to The Spirit Hour when cocktails are on us at Commons Club. The more you let us Know, the more we can pander to your every desire and Personalize Your Stay. Maybe that means a mini- fridge stocked with your favorite sips. Or the perfect pillow to match your sleep style. Or treats for your fur baby. Stay in The Know, you know you want to.