> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mosaqo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What guests see

> Walk the guest journey from QR scan to confirmed booking — useful for explaining the process or troubleshooting a guest's issue.

Knowing exactly what your guests see makes it much easier to help them when something's confusing. Here's the full journey.

<Frame caption="Video walkthrough (90s): the guest booking journey, QR scan to confirmation">
  <video controls poster="/images/guest-experience/guest-journey-poster.png" src="https://mintlify.s3.us-west-1.amazonaws.com/mosaqo/videos/guest-experience/guest-journey.mp4" />
</Frame>

## 1. Scanning the code

The guest scans a QR code (or opens a link) and lands on your catalog: a hero photo, your property name (plus a room badge, for Rooms & suites), and "How may we assist you today?"

<Note>
  On a Rooms & suites property, the **property-level** QR code doesn't show a bookable catalog — it tells the guest to scan their room's specific code instead. If a guest says "the code doesn't do anything," check they scanned the room code, not a general property sign.
</Note>

## 2. Browsing services

Guests can search or filter by category and time of day. Each service card shows its category, a photo, name, a short description, and a starting price ("From \$X / guest").

## 3. Service detail

Tapping a service opens photos, the full description, a "What's included" checklist, and price/duration info.

## 4. Booking

The guest picks:

* Number of guests (within the service's min/max)
* A date (past dates are blocked)
* A duration, if the service has more than one option
* A time slot
* Any add-ons
* Optional special requests (500 characters max)

The running total updates live as they build their booking.

<Warning>
  The **lead time** setting on a service (e.g. "book 24 hours ahead") is a display hint on the guest side today, not a hard rule — nothing in the system blocks a guest from booking a same-day slot that's technically inside your lead-time window. Don't rely on it as a strict cutoff; if timing is critical, watch for last-minute requests and reach out directly if needed.
</Warning>

## 5. Contact details & payment

Before confirming, the guest enters their name, email, and (optional) phone number. Mosaqo tells them plainly what each is used for:

* **Name** — providers only see the guest's first name
* **Email** — for status and message notifications; providers never see it
* **Phone** — emergencies only; only you (the property manager) can see it

Payment method: **Cash** is the only option today (see [Cash payments (MVP)](/payments/cash-payments-mvp)) — card payment options are built but switched off platform-wide until that feature launches.

## 6. Confirmation

The guest gets a confirmation screen with a reference number, an "Add to calendar" button, and a plain-language "what happens next" summary: they'll get email updates as the request is accepted, and once a provider accepts, an email with a link to message that provider directly.

<Note>
  There's a "Did you make a mistake?" link on the confirmation screen — as of today it doesn't do anything when clicked. If a guest needs to change or cancel a booking they just made, they should message you directly (see [Messaging guests](/guest-experience/messaging-guests)) or you can [cancel it](/requests/cancelling-a-request) from your side.
</Note>

## If the catalog shows "Concierge unavailable"

This means your subscription's grace period has ended and the guest portal is offline. See [Subscription & plan](/settings/subscription-and-plan) to fix it — nothing is lost, but guests can't book until you're back on an active plan.