Mews Guest Journey

Mews Guest Journey

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  1. Currently the QR code is automatically attached to confirmation email and cannot be removed. It's confusing for our guests as they don't know why we have this attachment on their confirmation email.
    An hotel can prefer to communicate about their online check-in than checking in on a Kiosk. I would prefer if you could hotel choose.

    38 votes
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    5 comments  ·  Booking Engine  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers!
    You can now disable the QR code from all guest-facing emails through the Settings.

    To do so, please navigate to Settings > Services > Stay > Options and make sure that you don’t have “Enable QR code in emails” option selected.

    If the option is disabled, placeholder in the body email is ignored and won’t be shown in the email body, neither the QR code attachment.

    Have a great day,
    Aneta

  2. It would be great to have a picture of the hotel as background in the Booking Engine instead of grey or white.

    2 votes
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    0 comments  ·  Booking Engine  ·  Flag idea as inappropriate…  ·  Admin →
  3. create option to make nationality and telephone number mandatory fields on Distributor

    22 votes
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    2 comments  ·  Booking Engine  ·  Flag idea as inappropriate…  ·  Admin →
  4. Going paperless is not achievable at the moment as it is not possbile to sign the registration form digitally other than the use of the operator.

    167 votes
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    21 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers!
    Guests can now sign digital registration cards in Navigator before arriving!

    Now, when guests check in online, they’ll provide all of their legally required info and their signature to create a digital registration card.

    We’ll store the signed card on the customer profile in Mews in Files section. https://help.mews.com/hc/en-us/articles/360010283757

    For more information check the release note at https://releases.mewssystems.com/.
    Have a great day,
    Aneta

  5. It is not mandatory for many countries to have guests fill out "Identity documents". This is also the case for our hotel in Norway.

    Plus we want to make it as easy and fast as possible for our guests to complete the online check-in.

    Would therefore appreciate if it could be optional to fill out "Identity document" in the online check-in.

    5 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  6. Receive of copy of the confirmation send to the guest when the booking is made on distributor

    11 votes
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    3 comments  ·  Booking Engine  ·  Flag idea as inappropriate…  ·  Admin →

    Hello Mewsers,

    Thank you for the feedback.

    It is currently possible to receive a copy of the confirmation email when bookings are made from the Distributor. This functionality can be enabled in your stay settings by selecting the option “Order generates email”. You can use this option to trigger an automatic email notification for the relevant departments.

    Should you have any questions or require more information about this functionality, please contact our customer care team.

    We look forward to your continued feedback and suggestions.

    Kind regards,
    Aldair

  7. Hey, I was thinking it would be cool if there is an online check-out option for guests who are in a hurry- just in case the queue is longer at some times- they could check themselves out via the plattform with which they booked and put in the keycard in a machine (like a ticket machine). To avoid people leaving without paying open bills, the machine could decline the keycard with a loud noise and inform us at the reception. I know that this might seem too good to be true and not manageable but I have actually been to…

    1 vote
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers,
    we already offer the online check-out to guests who are in hurry and who want to skip the queue at the reception.

    Guests can do the online check-out from their phone, tablet, or laptop. In case there are some unpaid bills they are required to pay for them, they can add their billing details or claim items from minibar if your property have any.
    https://help.mews.com/en/articles/4245851-what-is-online-check-out

    Try it out! Guests love it!
    Check-out is also coming to the Operator, soon, so stay tuned! :-)

    Have a great day,
    Aneta

  8. On the body of the email the guest receives, it would be good to change the signature line in the email. We would like to change “The Mews Team” to “AutoCamp Russian River”. Our guests don't know who "The Mews Team" is and it should default to the property name.

    1 vote
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Robert,
    thanks for your input. That makes sense! We put the property name to the signature. It should appear in production in the upcoming days.

    Have a great day,
    Aneta

  9. It would be great if it would be possible to change the check in message manually:

    After self check in the text shows:
    „Don´t forget, your keys are on the reception“…
    During Corona times many guest do not get their ke
    ys at the reception. Thats why the hotel needs to change this message.

    4 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers,
    Good news! We just released this feature. You can now configure the custom online check-in instructions.

    How to do it?
    Go to Settings > Services > Stay > Options and look for “Check-in instructions” field.

    Insert plain text – do not use HTML tags.
    Custom check-in instruction appear at the end of the online check-in flow.

    Have a great day,
    Aneta

  10. Regarding the contactless check-out: please make sure the guest do NOT have to pay for himself when booking va OTAs whenever the VCC details are not available / payment not taken as it does not make sense and create complains

    2 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers!
    Thank you for your input. We have updated the online check-out flow for guests with remaining balance on VCC.

    Guests with remaining balance on virtual credit card AND items to be paid upon check-out won’t be able to pay during the online check-out and they will be send to reception.

    They will still be able to review their bill in advance and add minibar items (if you have minibar) but they won’t be able to pay with their card, neither with VCC. Guests who has nothing to pay during online check-out can finish the online check-out even though their VCC is not fully charged.

    We are closely monitoring the occurrence of cases who cannot proceed via flow. So far it’s very low (2 out of 500 people). In case the occurrence will increase we will come up with more comprehensive solution.

    At the moment I suggest…

  11. Customers already receive confirmation and online c-in emails.
    There is a ID scanner in place, however it takes time for guests to put their name and booking ref number.
    It will be very helpful if a guest can just present a QR code for their booking and the kiosk finds their booking and starts the c-in process.
    This will also limit the errors when mistyping name/booking number and limit the customer "touch" interaction with the device for the current Covid environment.

    2 votes
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    1 comment  ·  Kiosk  ·  Flag idea as inappropriate…  ·  Admin →
  12. When updating the profile information in the Navigator. The guest is required to add their passport or ID. If they select ID, and do not choose the issuing country. Mews requests that they input the expiration date. In South Africa, the ID does not have an expiration date. Can we make the issuing country a mandatory field, so that the guest cannot miss this field?

    7 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Mewsers!
    Good news! From now on, we are requiring the issuing country for documents in South Africa. If the issuing country is Soth Africa, the expiration date is not required.

    Have a great day,
    Aneta

  13. The idea is to improve the check-in via commander to be able to use it on a tablet and add these 3 functions :
    -credit card scanning
    -French identity card scanning
    -electronic signature

    17 votes
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    1 comment  ·  Kiosk  ·  Flag idea as inappropriate…  ·  Admin →
  14. At the moment is missing online check-out. If the customer leaves, there should go a notification for housekeeping, that room is available and cleanable.

    7 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Yay! Online check-out is released.

    Learn, how it works from Mews university video:
    https://vimeo.com/399601559

    Learn, how to set it up:
    - Mews Uni video: https://vimeo.com/399321456
    - guide: https://help.mews.com/hc/en-us/articles/360006518158-Set-up-online-check-out

    Even-though it’s released, we are still improving the feature based on your feedback shared through our feedback portal. Currently, the online check-out is not available in France, Portugal, Italy and Spain yet. But we are currently working on enabling the feature in these countries as well.

    Have a great day,
    Aneta
    Product Manager for Navigator

  15. If you receive a reservation via distributor, the guest can send you a message in Mews but the hotel cannot reply?!? Than, we have to send an email and this is not stored in Mews.

    1 vote
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    0 comments  ·  Booking Engine  ·  Flag idea as inappropriate…  ·  Admin →
  16. We are having a lot of discomfort with the tone of voice and content of the email that gets send out automatically after booking, and thus being the first email that guests receive after they make a booking. The mail starts with "At <PropertyName>, we are dedicated to your leisure..."

    This email cannot be disabled, nor can it be edited to OUR tone of voice. As our property isn't actively using online check-ins, this is for our guests a pointless email. (except for the GDPR notification) After this mail, we are still forced to send a confirmation mail, upselling mail…

    27 votes
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    3 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hello from Mews product team!

    Good news! You can now request disabling of the “Customer added” email (also known as “Account created”) through our Support.

    Based on several feedback sessions with many of you this solution is looking to be the best one (comparing to e.g. email customization).

    Thanks for all your inputs.
    Aneta

  17. Integrate with fysical payment terminal. We do not always have credit card information from clients booking trough a OTA. At arrival they have to pay citytax and it's not possible trough the operator right now.
    With a payment terminal integration 100% of our guest can make use of the self check-in

    29 votes
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    1 comment  ·  Kiosk  ·  Flag idea as inappropriate…  ·  Admin →
  18. In the checking process enter both guest name and confirmation number is not handy:
    What about a list of awaiting arrival like in commander ?

    14 votes
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    4 comments  ·  Kiosk  ·  Flag idea as inappropriate…  ·  Admin →
    released  ·  vojtech.hajek responded

    We have introduced such functionality in our Co-Operator mode of Operator. Interested in it? Let me know. Vojta from Mews

  19. When you send a quotation to a custom email address, the guest will not be able to see their proper quotation, this is only possible when you send it to their own email. They can not use the blue "confirm" button due to a bug in the system. Please have this fixed, it occurs many times that we have to send the quotation to another address.

    8 votes
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    released  ·  1 comment  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  20. Currently when messaging a guest through the Mews Messages platform the full name (or whatever name is set in the employee's profile) is displayed to the guest. This is very uncommon and I don't know a single platform that provides the first and last name of a customer support employee. In addition we should be able to give our staff protection from any harassment they could receive as a result of this. As a temporary fix you can remove your last name from your employee profile but this isn't ideal.

    11 votes
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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    Hello Mewsers!
    Good news! Because privacy of your employees is very important for us, from now, your guests will be able to see only the first name of employee who is replying in the chat.

    With the first name, communication still remains personal but does not expose any sensitive information about your employees.

    Have a great day and thanks for feedback you provided,
    Aneta, Navigator Product Manager

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