# Virgin Hotels — user reviews > 150 indexed App Store user reviews of Virgin Hotels by Virgin Hotels, rated 5.00/5 from 1 ratings. - Source: https://appshunter.io/ios/app/virgin-hotels/id951045854/reviews - App overview in markdown: https://appshunter.io/ios/app/virgin-hotels/id951045854.md - Rating breakdown: 5★ 1 · 4★ 0 · 3★ 0 · 2★ 0 · 1★ 0 ## What do users think of Virgin Hotels? Overall sentiment: negative **Pros** - ⭐ Great hotel ambiance - 🤩 Excellent guest services **Cons** - 🔒 Invasive privacy concerns - 🐛 Buggy and crashes frequently - 🤯 Completely non-functional - 😤 Frustrating user experience - 🤔 Missing key features **Commonly reported bugs** - ID verification not working - Reservation management issues - Inconsistent app behavior - Compatibility problems with devices **Most requested features** - Add support for more hotel locations - Improve app stability and reliability - Implement better user authentication methods - Provide more self-service options for guests ## Newest reviews (19 of 150) ### 2/5 — Very glitchy *2026-05-14, version 7.0.29* You know it’s bad when it’s easier to use the online version. One problem is, when you select a points night, it says it is not available if you don’t have enough points. However, If I know how many points it was, I might transfer some points into my account. Separately, even though I’m logged in it says I’m not logged in on occasion. Another issue is selecting date is very temperamental, sometimes it lets you do it other times it says there is a minimum night restriction - logging in and logging out often fixes this issue. Basically the app is very bad, and whoever has created it, needs to look at other similar apps: IHG, Marriott, etc ### 2/5 — Face scan doesn’t work *2026-02-11* I downloaded the Lucy app to check into my hotel reservation. I created a Virgin Red account—and then went to create a separate account for Lucy—and uploaded my driver’s license and let it do a face scan. It said the identities didn’t match, which does not make any sense, so the app is functionally useless and won’t allow me to check in. I’ll just check in the analog way at the hotel. ### 1/5 — App doesn’t work *2025-12-25, version 7.0.25* “Find your stay” function is broken. When searching for your check-in date it only allows you to select days in the past. All future dates are grayed out and can’t be selected. ### 1/5 — Absolute waste of time and space *2025-12-23, version 7.0.23* This has to be the worst hotel app ever. It is so glitchy it is totally unusable. I am surprised Virgin Hotels haven’t removed it as it must be causing them reputational damage. Good job the Virgin Shoreditch out shone the app by a good margin. ### 1/5 — Glitchy *2025-10-23, version 7.0.20* So frustrating to use. Does not have a back feature and logs out all the time. ### 1/5 — Check In Useless *2025-09-22, version 7.0.17* Does not read ID accurately ### 1/5 — Wrong app for Virgin Las Vegas *2025-09-16, version 7.0.17* I received my confirmation email from the Virgin Hotels Las Vegas with a link to download the new & improved “Lucy”. Unfortunately Virgin Hotels Las Vegas doesn’t appear in the app. ### 1/5 — Worst Hotel App *2025-09-11* Virgin Hotels really should be ashamed. How did this app get past QA testing and released to customers? Simple things like app navigation doesn’t work. Whenever you move to a new page, the bottom menu bar disappears and there’s no back button. So you have to force close the app to get back to the homepage. Room unlock also doesn’t work. Overall a very clunky app that had no business being released to customers. ### 1/5 — Worst designed app ever! *2025-07-13, version 7.0.14* Who designed this? Did you take any time to test it? Cool idea, but it doesn’t work. Massive waste of 20 minutes. ### 1/5 — Doesn’t work *2025-07-07, version 7.0.14* Can’t even get the app to open. Keeps saying server timeout and been trying for days ### 1/5 — Virgin Hotel Las Vegas *2025-06-11* When it’s time to check in an email is sent with a link to Lucy who will UNLOCK all there is to know. Within the email it says to check in at least an hour before your arrival. Sounds great, huh!? Issue is the Las Vegas hotel isn’t an option in the menus nor does it autoload your reservation or allow you to pull it by the confirmation number. Pointless app and total waste of time and experience. Suggest (not even a pro tip - more like novice tip) you stop promoting it in check in emails for Las Vegas until you actually roll out that ability. ### 1/5 — Lacklustre Lucy *2025-06-01, version 7.0.11* What seems like a great idea is a complete disappointment! From crashing 3 times while trying to check in to outdated information in the App it really isn’t worth the hassle. And that’s without the annoying prompt to join Virgin Red when it’s not an option for Australians - do just a reminder that the UK and Americans are getting a bonus that we miss out on. Well done Lucy, not. ### 1/5 — Why? *2025-05-14, version 7.0.10* Booked a hotel in Vegas, confirmation email pushed this app as the key to “managing” my hotel experience. The Las Vegas location isn’t even listed as a hotel option. Waste of time, Lucy. Do better. ### 1/5 — Horrific *2025-05-12, version 7.0.10* Literally the worst travel applications I e ever encountered ### 1/5 — Worst Hotel App Ever *2025-05-09, version 7.0.10* It’s glitchy. It doesn’t load. You can’t use it. Wild that a brand like Virgin can’t manage to create a functional app. ### 1/5 — Las Vegas is missing *2025-04-18, version 7.0.8* Can't sign up cause there is mo hotel mentioned for las vegas?!?!?? ### 1/5 — Broken *2025-04-13, version 7.0.8* App won’t open, has been stuck on a loading screen every time I try to open it. ### 1/5 — lacking features *2025-04-13, version 7.0.8* on ios theres no face id nor passcode option to sign in the app, this is very inconvenient as it takes a few minutes to sign in vs a few seconds, id like to see this changed before june the ease of access would be beneficial ### 1/5 — Doesn’t work *2025-04-01, version 7.0.7* Updated to latest version on my iPhone but just doesn’t work. Clicked find my stay and logged in - just whirs and flashes. Nothing - so I can’t check in. And why no facial recognition ? And no way of contacting developers it seems ? Just goes to hotel website ## Most critical reviews (10 lowest-rated) ### 1/5 — APP HAS DISAPPEARED FROM PHONE SO I CANNOT DELETE REMOVE THE APP OTHERWISE I WILL *2026-07-20, version 7.0.34* Report ypu to the information commissioners office for YOUR ILLEGAL DATA HANDLING POLICIES ### 1/5 — Practically Unusable *2026-06-24* This app is utterly a misery to use. Constant loading screens with inconsistent info. My reservation is shown in one screen but when I go to check in the info isn’t incorrect. Finally found a way to get to check in by navigating a convoluted pathway to the check in screen and can’t get past the ID verification step after dozens of attempts with both a drivers license and passport. What a horrendous experience. Will not stay at Virgin hotels after this. ### 1/5 — Just doesn’t work *2026-05-27, version 7.0.31* Sometimes logs you in. Sometimes doesn’t. Restart the app and you have to log in again. At one point I think it crashed my in room TV as that stopped working after trying to Control it with the app ### 1/5 — Too buggy to use *2026-04-23, version 7.0.29* I love my tech so upon recently having an amazing 1st stay at Virgin NYC I thought I’d try to use as a room key and operate the room controls. Unfortunately after singing into the room in the app it would crash and log me out again a few minutes later. Therefore, unusable. ### 1/5 — Goodbye, privacy *2026-03-03, version 7.0.27* You need to scan my face for me to check in??? Insane invasion of privacy ### 1/5 — Doesn’t work *2026-02-27, version 7.0.27* Tried checking in. App crashes. Tried uploading ID 3 times. Crashes each time. Tried taking selfie. Crashed. Unfortunately this pretty useless in its current state. ### 1/5 — Super bugs *2026-02-16, version 7.0.27* App requires you to sign in multiple times during the same session. Room key works only sometimes. I see reviews going back 4 years with similar comments, so don’t expect any improvements…ever. ### 1/5 — Completely Buggy *2026-01-03, version 7.0.25* The app is full of infinite loops when you click find my stay it redirects you to a page that has a find my stay button. I cannot access my folio or request services at all. Also it logs you out in the middle of a session. ### 1/5 — Doesn’t work *2025-12-30, version 7.0.25* The app said my last name didn’t match when it clearly did ### 1/5 — Not helpful *2025-12-27, version 7.0.25* Encourage me with an email in a link in my booking to download the app and the Vegas hotel I booked isn’t in the app. Also. People live in countries other than the UK and US. ## Most praised reviews (10 highest-rated) ### 5/5 — App good Tv bad *2025-12-30, version 7.0.25* Read the title nuf Said ### 5/5 — Great hotel app *2025-03-08* I love being able to check in before I get to the hotel and then be able to control the room lights, temperature, and use as a TV remote when staying at Virgin. I also fly a lot with Virgin Atlantic so it’s great to see my points balance for Virgin Red right in this app. Nice upgrade from the old version. ### 5/5 — The best guest services in Dallas *2023-08-09* 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. ### 5/5 — Virgin Hotel Chicago *2023-07-24, version 3.1.4* Excellent hotel great location walking distance to everything you want to do in Chicago. Room was very nice and the bed was very comfortable. First time I ever stayed on the 13th floor of a hotel. Check in was a breeze. Definitely be back to the Virgin Chicago. ### 5/5 — Great *2023-05-21* 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. ### 5/5 — Great ambiance *2021-06-26, version 3.0.3* Amazing ### 5/5 — Great *2020-09-30, version 2.3.1* Awesome could do everything it promised ### 5/5 — Great idea *2019-02-21, version 1.9.2* App works fine and has some good features that I haven’t seen on hotel apps before. ### 3/5 — Won’t work on IPad *2022-08-06, version 3.0.8* This app does not work well on the iPad ### 3/5 — Hotel OK *2022-07-19, version 3.0.8* App doesn’t seem to provide you with receipt for previous stay. Overall seems ok but it’s no Marriott Bonvoy app. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-19.*