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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
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  • Digital and physical keys
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Guest Experience

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31 results found

  1. When a guest check in already only he still needs to sign again when using the Kiosk Check in at the property. If the guest already signed during online check in he should not be forced to sign again at the property.

    8 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Thank you for raising this. This has been resolved in the latest versions of the Kiosk. Now, guest's who completed online check in are not asked to sign again at the Kiosk.

  2. Like when our guests check-in online, it should be possible for our guests to change their e-mail doing check in at the Kiosk. We have a lot of guests who make their reservations through booking.com and then they don't get the chance to write their own e-mail address, because we already have the autogenerated one on their profile.

    37 votes

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    released  ·  3 comments  ·  Kiosk  ·  Admin →
  3. The calendar in the kiosk for the expiration date, birthdate, etc. is very illogical. It would be better if guests are able to write the date themselves, or make it a 3-part process (think apple) with the year date, and month separate.
    The process to click the year first (tiny module top right) and then find the month and then the date is very confusing and unintuitive.

    6 votes

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    1 comment  ·  Kiosk  ·  Admin →

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Users are now able to type dates into relevant fields on the Kiosk. Thank you again for sharing your idea!

  4. For Hotels/Hostels without reception it is necessary that the guest can check out at the kiosk - and pay the bill right there. The kiosk has an integrated Mews terminal, so the look and feel is exactly as it is at the online check out - just with the payment at the kiosk.

    4 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. When completing their check-out, guests with outstanding balances can now pay their bills directly via a Mews terminal connected to the Kiosk. Thank you again for sharing your idea!

  5. Hi - Self Check in has a maximum amount of times that it is possible to use ?! As it seems. Quote 100 has been reached for a regular guest of ours and he can not use the service anymore. The service self check in not usable anymore for that particular guest staying as often as he does. Is this correct ?

    1 vote

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    0 comments  ·  Kiosk  ·  Admin →
    released  ·  Paul Azzopardi responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released.


    Thank you again for sharing your idea!

  6. Adding date of birth by a guest is not very intuitive at the moment. Almost every guest is taking quite some time to figure it out. So request to make this filling in more logical and intuitive.

    1 vote

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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. Users are now able to type dates into relevant fields on the Kiosk. Thank you again for sharing your idea!

  7. As it seems, the QR code is only readable from Ipones (IOS) and not readable on Androids at the moment. Since Android still has a huge marketshare, this would be a big improvement for guests and hosts.

    3 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team.

    We have marked this request as ‘released’ as the Mews Kiosk can read QR codes from Android devices.

    Thank you again for sharing your feedback with us!

  8. I think it would be ideal (and something seen in many other kiosks) that a in-house guest could recut his/her key in the kiosk if they have lost it. This would mean that the kiosk have three function 1. Check in 2. Check out 3. recut keys if lost. Thanks

    20 votes

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    released  ·  1 comment  ·  Kiosk  ·  Admin →
  9. The software in Mews that reads ID data works much better than the one that does the same work in the kiosk app. In the kiosk app you have to enter some of the data manually, which is not necessary when scanning ID in Mews. The only problem with scanning the ID in Mews is that the system cannot find the camera it needs right away.

    5 votes

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    0 comments  ·  Kiosk  ·  Admin →
  10. 99% of guests in the US and Canada do not travel with their passport. Therefore Mews ID scanner doesn't work in this region. Properties are looking for ways to automate their check-in and checking ID/Driver's License is absolutely crucial.

    Scanning IDs and DLs is a needed feature in North America.

    Properties should also be able to make this a mandatory step if a guest wants to check in on a kiosk.

    32 votes

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    0 comments  ·  Kiosk  ·  Admin →
  11. When checking in via Operator email for Children should be allowed to be skipped.

    70 votes

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    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team and thank you for your suggestion! We can confirm that email is an optional field in Kiosk (formerly Operator) as well as during the Online Check-in. So guests are able to skip entering the email for any children in their group.

  12. As mews terminals are not available in all countries it is very important for us to arrange payment during check-in process with Kiosk please allow other external payment terminal integrations with mews/kiosk

    12 votes

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    3 comments  ·  Kiosk  ·  Admin →
  13. Merged with several similar requests:
    - Different keyboard layouts (e.g. QWERTY, AZERTY, QWERTZU)
    - Keyboard to support characters with accents
    - Keyboard to support Japanese, Chinese and Korean


    The keyboard layout is built in in the Mews Kiosk app.
    Only Qwerty is used in the app. Allthough 85% of our customers are using Azerty.
    I already contacted support for this problem and they confirmed that the only keyboard layout available is Qwerty.

    It should depend which language the customer choose, that changes the keyboard layout.

    15 votes

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    6 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team. We are so pleased to let you know that we have now enabled the use of device native keyboards for Kiosk tablets. This means different keyboard formats and special characters are supported as part of your system keyboard capability. Thank you again for sharing your idea!

  14. 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.

    3 votes

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    1 comment  ·  Kiosk  ·  Admin →
  15. 30 votes

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    3 comments  ·  Kiosk  ·  Admin →
  16. When I enter my last name and confirmation number and the room to which I am assigned is not ready, I get the error message that I should come back later. Better solution would be if the tablet can automatically reassign the guest into different room of the same space category, which is ready to be used.

    16 votes

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    released  ·  1 comment  ·  Kiosk  ·  Admin →
  17. 17 votes

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    released  ·  1 comment  ·  Kiosk  ·  Admin →
  18. 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!

  19. 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 →
  20. 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.

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