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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
  • Loyalty
  • Other

Guest Experience

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146 results found

  1. 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

    18 votes

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    1 comment  ·  Kiosk  ·  Admin →
  2. Have a real Company Profile with the Billing section (like the customer profile). Would be much easier to put bills directly on the Account Receivable of the Company itself.

    7 votes

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    released  ·  1 comment  ·  Guest profile  ·  Admin →
  3. 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.

    8 votes

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    released  ·  Aneta responded

    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

  4. When we merge guest profile, we can lose some informations in the guest profile notes box. This is really problematic and should not happen...

    84 votes

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  5. 6 votes

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    Hello Mewsers,

    Thank you for your feedback and upvotes.

    We are very happy to inform you that we have released functionality that will allow you to drag and drop files directly to profiles within the profiles tab.

  6. 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…

    28 votes

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    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

  7. If the same "image" is on the screen for too long it will eventually burn in to the screen an ruin it. therefore a screensaver mode for the operater will help a lot. At the moment it bypasses the screensaver mode set in android.

    10 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out the release note - https://releases.mews.com/en. Thank you again for sharing your idea!

  8. When room has checked out, you cannot find the reservation back in search bar by searching for room number. You should go into the timeline now. It would be great if you can access this last reservation that has checked out today from that specific room in the search bar directly.

    20 votes

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  9. Link Distributor directly to Hotjar so we can see how guests are engaging within the booking engine. At the moment because Distributor works on iFrames and not via a url link heatmaps and recordings stop when a guest enters the booking process.

    14 votes

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    released  ·  Jan Pulkrábek responded
    Hello, you can add hotjar to GTM, which is avaliable in our booking engine configuration. Mews team
  10. 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

    30 votes

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    1 comment  ·  Kiosk  ·  Admin →
  11. Our property deals with people who smoke inside the hotel rooms. It doesn't matter that they don't smell cigarettes inside of the room, nor that there is no ashtray.

    We used to require agreement with non-smoking policy on registration cards, however when the guest does check-in via Operator, it is not possible.

    We wish to have a special screen, where the guest has to agree that there is a penalty in case of smoking inside of the room.

    17 votes

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    0 comments  ·  Kiosk  ·  Admin →
  12. In the checking process enter both guest name and confirmation number is not handy:
    What about a list of awaiting arrival like in commander ?

    15 votes

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    4 comments  ·  Kiosk  ·  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

  13. 23 votes

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    2 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out the release note - https://releases.mews.com/en/mews-kiosk-is-now-available-for-ios. Thank you again for sharing your idea!

  14. Once the guest is checked out, it would be great that the classification gets automatic returning icon. So at the next visit, we can clearly see that its not the customers first visit.

    9 votes

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  15. 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.

    9 votes

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    released  ·  2 comments  ·  Guest portal  ·  Admin →
  16. As french grammar is very particular and the actual generic welcome message "bienvenue à/au" does not look appropriate, it would be perfect if the property could write the full welcome message.

    20 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team.


    We are pleased to let you know that we have made changes to address the feedback shared where the Kiosk welcome message did not appropriately handle masculine and feminine hotel names in some languages.


    Thank you again for sharing this feedback!

  17. 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.

    12 votes

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    1 comment  ·  Guest portal  ·  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

  18. At the moment guests have the possibility to create a new key via the Operator. However, it would be welcomed to add extra security to this process and ask the guest e.g. to confirm his/her identity via passport/ID scanner or to confirm one of the filled out profile details just like it would happen at a manned reception desk prior to creating a new/additional key.

    7 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Thank you for the suggestion. The Kiosk now requires a guest to enter their last name and confirmation number if they are re-creating keys for an already checked in reservation.

  19. When a reservation is made via Company, it would save time to have the Company name pre-filled in the registration card.

    20 votes

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    released  ·  0 comments  ·  Guest profile  ·  Admin →
  20. When a loyalty code is added manually or via the channel manager, Mews will automatically assign the loyalty program classification to this customer.

    37 votes

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    released  ·  2 comments  ·  Guest profile  ·  Admin →
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