Why You Cannot Log In to the Hotel Portal
The reasons a login at lobbyflight.com/login is refused, how to tell them apart, and what fixes each one.
Why You Cannot Log In to the Hotel Portal
This article explains why the hotel portal refuses a login and what actually fixes each cause. The important thing to know up front is that the login form answers with the same sentence, Invalid email or password, no matter what went wrong. A mistyped password, a deactivated user, an inactive property and an organization that is being closed all produce that identical message, so the wording of the error tells you nothing about the cause. The sections below walk through the possibilities in the order worth checking.
Start at the right address
The portal login lives at https://lobbyflight.com/login, and a successful sign-in takes you to /portal, which is the portal itself.
Three other addresses are regularly mistaken for the login, and none of them will let you in:
/display/demo, so calling it puts you on a display page.Messages that come from an email link, not from your password
The login page also displays errors that originate from a link in a verification email: an invalid verification link, an expired verification link, or a verification that failed. These appear before you have typed anything and refer to the link you just clicked. If you see one of them, request a new verification email instead of resetting your password.
There is no lockout message anywhere in LobbyFlight. If a message tells you that an account has been locked after failed attempts, it did not come from us.
Check the address and the password itself
Your email address is lowercased before the account is looked up, so its capitalisation cannot be the problem. The password is compared as it was stored and is fully case-sensitive, which makes an active Caps Lock key one of the most common causes. The password field has an eye icon that reveals what you typed, and reading it back is faster than guessing.
The login form has no "stay signed in" option, so there is nothing there to switch on or off.
If your organization has several people using the portal, also make sure you are using your own address. Each person has their own account; addresses are unique across the platform, and one colleague's password will not work with another colleague's address.
Reset your password
If you are not certain about the password, reset it rather than trying variants. Choose Forgot your password? on the login page, enter your address, and submit the form. The email is sent while the request runs, so it should arrive within the usual delivery time of your mail system. If it does not appear, check the spam folder and, in Gmail, the promotions tab.
Three details decide whether the reset works:
The confirmation on screen is deliberately the same whether or not an account exists with that address, so that nobody can use the form to find out who has an account. This means a confirmation is not proof that your account exists.
When you set the new password, the only rule is a minimum of eight characters. There is no requirement for uppercase letters, digits or special characters. That also means a long passphrase is the better choice here, because nothing but length is enforced.
Your user account was deactivated
An account can be switched off, either by the owner of your organization in the portal or by a platform administrator. From that moment on, every login attempt with it fails permanently.
This case is worth recognising because the obvious remedy makes it worse: a password reset does not help a deactivated account. The reset endpoint deliberately sends no email at all in that situation while still showing you the usual confirmation, so you can sit and wait for a message that was never sent. If you were recently removed from a team, or if a reset email never arrives even though you are certain of the address, ask the owner of your organization to reactivate you.
You were invited but never redeemed the invitation
Team members are added by invitation. The invitation email contains a link of the form /invite/<token>, and that link is where you choose your password. Until you have done so, your account simply has no password, and any attempt to sign in on the normal login page fails.
If your invitation link has expired or was already used, ask for a new one rather than registering a fresh account at /register. Registering creates a separate organization instead of joining the one you were invited to.
When you set a password from an invitation, the rules are stricter than for a reset: it must be at least ten characters, it must not be your own email address, and it must not be one of a list of very common passwords. The form tells you which rule you hit.
The property is not active
Even with correct credentials, the login is refused when the property behind your account is inactive. There are three ways a property ends up in that state:
If your last successful login was before a payment problem, this is the likely cause. See What Happens When Payment Fails and Update Payment Method.
The organization is being closed
The login also checks the status of your organization and refuses access as soon as that status is anything other than active, which is the case while a closure is in progress. This affects everyone in the organization at once, not just you, and no password change will lift it. If colleagues are locked out at the same moment as you are, this is the first thing to check. See Export and closing.
The property has no user account at all
Logging in works exclusively through user accounts. There used to be a fallback that authenticated a property directly with a shared property password when it had no user, and that fallback has been removed: it bypassed the deactivation and organization checks described above, so someone removed from a team could still get in with the shared password.
The consequence is that a property with no user account of its own cannot be entered at all, and no reset or registration on your side changes that. Only a platform administrator can create a user for it. If you have a property that nobody has ever had personal credentials for, contact support and say so explicitly.
Registration is refused instead of the login
If you are not trying to sign in but to create an account, note that signups can be switched off platform-wide. In that case the registration form does not report a problem with your data at all; it reports that registration is currently disabled. Waiting and retrying later will not change anything until the setting is switched back on, so contact support if you need an account.
When the login seems to succeed but bounces back
The portal is cookie-based. Your session is stored in a cookie, and the portal redirects you back to the login page whenever it cannot find a valid session. If you enter your credentials, briefly see the portal and land back on the login page, the session cookie is not surviving — usually because the browser blocks cookies for the site, or an extension is discarding them.
Try the same login in a private window, and if that works, look at the cookie settings and extensions of your normal profile. Testing from a completely different browser or from a phone on mobile data also tells you quickly whether the problem is your browser or your network: if it works everywhere except on the office machine, a local setting or a corporate firewall is in the way, and your IT contact can allow lobbyflight.com.
About repeated attempts
There is no failed-attempt counter and no lockout, so trying again after a failure is safe and never makes things worse. What does exist is a rate limit on the API of 100 requests per minute per IP address. If you cross it, requests are answered with a "Too many requests" error and a request to wait 60 seconds. That limit counts every request from your address, so it is far more likely to be triggered by an automated tool than by a person typing a password.
If nothing here applies
Write to info@lobbyflight.com. To let support identify the cause without a round of questions, include the email address you sign in with, the name of your property, roughly when you last got in successfully, whether you have already tried a password reset and whether the email arrived, and a screenshot of what you see. Support normally replies within 24 hours.