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Guest Experience

The Guest Experience forum is for the ideas that could positively impact your guests' journey through every touchpoint. Use the categories below to curate your feedback:

  • Booking engine
  • Communications
  • Digital and physical keys
  • Guest portal
  • Guest profile
  • Kiosk
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Guest Experience

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771 results found

  1. SMS package - the minimal top up amount is 50 € monthly. It should be customized to the user needs, as we were not able to spend 50 € for monthly sms usage in the past 12 months.
    There should be a smaller package available. In our case it's roughly 20-20€/month.

    5 votes

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  2. We would like for the members to have different colors in the bookings depending on the membership level

    3 votes

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  3. When keeping track of a guest's journey, the notes quite often get lost in the reservation.
    Therefore we would like an add-on to have a seperate guest journey, to log every step of their reservation and safe all important details.

    This way, we know what happened and what might be important for a next shift or for their next stay.

    17 votes

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    Hello from the Mews product team. Thank you for your suggestion, we have updated your request and set it as one to be upvoted by the Mews Community. Remember you can share a link to your request so that your colleagues can also upvote your suggestion.

  4. We need more customization options in the mail templates. To create a new template and choose when it is sent would be greatly beneficial. We also need more options to customize the existing templates, we should be able to use all existing placeholders in all emails, so for example we could include just arrival date or number of guests, without departure date and rate.

    152 votes

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  5. Spaces are shown in the BE based on the rate group and cancellation policy. For a hostel with dorms, rooms and beds, this make the dorms and rooms to be displayed firt (more expensive) rather than the beds (less expensive) and potential customers are easily discouraged when they only look at the first elements shown. It would be helpful to choose wich space type show first regardless of the pricing configuration.

    9 votes

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  6. Easy communication of notes by department.
    A reception memo, a restaurant memo and a housekeeping memo.

    39 votes

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  7. Bei den Anfrage- und Optionsmails wird automatisch die Anreiseinfo des Zimmers mit gesendet. Da der Gast aber noch nicht gebucht hat ist es nicht wünschenswert das er bereits den Wlan-Code für das jeweilige Apartment erhält. Eine separate Anfrage- und Optionsmail nur mit der Aufstellung des Preises wäre wünschenswert.

    2 votes

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  8. Ability to enter a nickname for the guest (preferred name) that is not part of their legal names, sio it would allow staff to address guests accordingly.

    3 votes

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  9. To enhance guest experience and returning guest recognition it is required to share guest data between properties. This includes guest historical stays, preferences and complaints for all properties and not just the local one. Staff should then be easily recognize that this guest already stayed in another property to maintain best guest service.

    20 votes

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  10. When a guest e-mail address bounces, it would be helpful if and when a task is created in order to have a notification (and thus an actionable moment) for staff to verify and check the e-mail proactively, and not have the guest wait for an e-mail because of a typo...

    26 votes

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  11. For a bookable service for space like parking or bike, or similar a guest /adult count doesn’t make sense. It should be possible to disable the adult count field in the booking engine for that bookable service somehow.

    See https://community.mews.com/how-do-i-2/how-do-i-setup-a-booking-engine-without-guest-count-1676 for reference

    2 votes

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  12. Via The booker flow, it would be useful to offer a button that can help the guests determine who is truly financially responsible for the booking Booker Vs Staying Guest. In this manner, this can also help redirect the cost of the reservation more efficiently to the one truly responsible versus the fact that it always defaults to the booker account.

    This flexibility can reduce some of the manual work on the team when they must correct the billing and find the real responsible party.

    4 votes

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  13. Upon a completed booking, it would be helpful if MEWS creates a datalayer with the personal data from the booking (name, email, phone number, and country) that can subsequently be sent to Google and Meta as part of 'Enhanced Conversion' to better optimize advertising.

    More info here: https://support.google.com/google-ads/answer/9888656

    4 votes

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  14. It is both good and bad that emails are not sent out from the demo environment. For example, it can be difficult to access your guest portal or check-in to test something if you haven't received a real email from the system.
    Additionally, it is also a problem to test email templates if you choose to build them yourself because the code (HTML/CSS) generated by MEWS is not 100% consistent with the code you insert.

    Therefore, it would be helpful if you could either enable email sending in the demo environment, so you can test the flow 100%, or if…

    4 votes

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  15. There would be two useful improvements to the online check-out of guests.
    1. the date is not shown for additional services. For example, the guest has consumed 10 beers in 10 days. However, the guest only sees 10 beers in the online check-out. Not when he has consumed which beer. This can sometimes lead to confusion.

    1. there is no possibility to give a tip
    4 votes

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  16. Currently, the bookable service mail templates are set for all guests depending on their booking status.

    For personalization of the guest journey it would help if we can sent a customizable mail to several rate groups. This way business guests can receive additional information relevant to them as well as leisure guest who book a specific rate group (hotel offer for example). It would be nice if we can choose the moment in the mail queue when the mail will be sent.

    One template would not suffice, it needs be able to be personalized for multiple rate groups. So perhaps…

    17 votes

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  17. Es wäre toll, wenn man mehrere Zimmer out of order setzen könnte und nicht jedes einzelne Zimmer sperren muss. Es geht um die Sperrfunktion, die in der Zeitachse sichtbar ist.

    1 vote

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    idea to upvote  ·  0 comments  ·  Other  ·  Admin →
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  18. When making a reservation as a booker, there should be an option to determine whether the guest receives an email confirmation or not. This flexibility is particularly important for personal assistants (PAs) and corporate bookers who manage travel arrangements on behalf of others.

    In many cases, PAs prefer to handle all communication with the guest directly, ensuring consistency in information and maintaining control over the booking details. Automatically sending a confirmation from the property can sometimes cause confusion, especially if the guest was not involved in the booking process or if additional arrangements need to be communicated separately.

    Providing bookers…

    1 vote

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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  19. The {bill} placeholder is already available to add in the subject of the Bill sent email template, however this placeholder is not available for the body of the email. Adding the {bill} placeholder to the body of the email template, would give additional options to this email.

    2 votes

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  20. When property has a bill as package enabled for the a product, while the product is hidden on the invoice, it remains to be displayed on the Kiosk during check-in.

    Properties are required to hide some product to be displayed since it is expected to be hidden from the guest such as a commission adjustment product .

    1 vote

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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