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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
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Guest Experience

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788 results found

  1. When custom elements are created, it would be great to be able to save them for future use.

    1 vote

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  2. It would be great if a warning message would pop up when exiting the email builder (refreshing, closing the window or going back), so we do not discard changes by mistake.

    1 vote

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  3. When a recurring guest arrives for check-in and finds his booking in the kiosk, he only has to authorize in the last step as his details are already known in our system. These details are not shown to the customer though. His Id or address might not be correct anymore so he is not sure which data he is authorising.

    1 vote

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  4. It would be nice if a customer could log in to their profile, allowing them to make additional or later bookings without having to add all their contact info again.

    1 vote

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  5. It would be very helpfull to show more than 2 options for room upgrades in Guest portal and during check in in Kiosk.

    3 votes

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  6. We would like to see profile internals, after typing the guest name in reservation. Now the "customer field" shows only name and e-mail - can we get internals on this line also? Would help a lot fx returning guest or preferences.

    3 votes

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  7. Include an access code field in the booking

    1 vote

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  8. Payment Successful emails are being sent regardless of the reservation and cannot be disabled currently.

    It would serve the properties best if the email could be sent to only designated recipients, especially when considering OTA confidential rates for CHM reservations. Sending the "payment successful" still reveals the amount that the hotel is trying hard to conceal.

    1 vote

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  9. Currently, when using the MEWS reservation portal, clients who book a room for someone else (by selecting "I am booking for someone else") are not able to manage the reservation afterward. This includes essential actions such as modifying dates or canceling the booking.

    To work around this, clients are selecting "I am booking for myself", even when reserving for another guest. While this allows them to manage the reservation, it results in the reservation being confirmed under the wrong name—that of the email/account holder—rather than the actual guest. This creates confusion for both the hotel staff and the end guest,…

    2 votes

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  10. {DetailsHtml} shows requested room category, while:
    {reservationDetailsHtml} shows category where the reservation is booked in actually.
    means: if you booked the room in a higher category than requested (guest possibly gets an upgrade) and you sent a second confirmation to guest/booker later (because of a date change or you had a typo in the email, or else), you will confirm him the "upgraded category". He will resist on getting the better category even if you received cancellations meanwhile and want to move the reservation to the requested category.
    It makes no sense nowhere to confirm an "actual" category in an…

    1 vote

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  11. We are promoting multiple services in the Booking engine.

    If one of them is purchased, Guest Online check-in is showing it as already added, which is correct. But, other bookable services are not even shown any more. It would be useful to add other promoted services in Guest experience that were offered in the Booking engine.

    4 votes

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  12. Current Guest Portal was implemented with limitation: “Service cross-sells are offered for single reservations only”.
    We would like to have upsells offered for grouped reservations, including grouped reservations created in Booking engine from promoted services as well.

    3 votes

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  13. Disabling the “Display marketing email opt-in” option in Registration card configuration is only applicable to the registration card pdf. We were expecting that the “I’d like to occasionally receive marketing updates…” check-box would not show in the Booking engine, Online check-in and Kiosk. In Canada, any purchase would imply soft consent if we don't explicitly show the check box.

    3 votes

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  14. Guest is not getting any type of confirmation email after onlineor kiosk check in about the products purchased after after booking. For example if guest purchased products during kiosk check in, thet should be listed in Check in confirmation email. Currently, guests have no track of products purchased in Guest experience

    3 votes

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    idea to upvote  ·  1 comment  ·  Kiosk  ·  Admin →
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  15. I wish we had the possibility to sort the "customer profile" list by names.

    When customers book a room with us through some of the booking sites, it automatically creates a brand new profile. So we can have one guest with: multiple upcoming- and past bookings, but he has them spread over 8 different profiles. This makes it hard to find bookings, payments, bills and contact information. It is important for us to merge them, so we can collect all his information on one profile.

    It is also annoying for the returning guests if we did not manage to merge…

    2 votes

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  16. Bonjour,

    Je souhaiterais suggérer une amélioration permettant de définir un nombre maximum de réservations pour une offre, un produit ou un forfait spécifique.

    🎯 Objectif :
    Limiter automatiquement les ventes d’une offre dès qu’un certain quota est atteint (ex. : 10 réservations maximum pour une promotion, un forfait avec repas, une activité ou un événement spécial).

    🔧 Fonctionnalité souhaitée :
    Pouvoir définir un nombre maximal de réservations pour chaque offre ou produit.

    Une fois le seuil atteint, l’offre devient non réservable ou est masquée automatiquement.

    Option de réinitialisation manuelle ou automatique du compteur (ex. : chaque jour, semaine ou mois).

    1 vote

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  17. 📩 Subject: Feature Request – PDF Export for MEWS Reports
    Hello,

    I would like to submit a feature request regarding the use of reports in MEWS.

    📊 Current Issue:
    At the moment, reports generated in MEWS can only be exported in Excel or CSV formats. These formats:

    are not visually appealing;

    can be difficult to use quickly for internal presentations or sharing with collaborators.

    In a professional setting, we often need to share these reports with partners, management, or other departments — and having a clean, structured, and ready-to-send PDF format would be far more suitable.

    ✅ Suggested Improvement:
    Enable…

    2 votes

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  18. Product Checklist Export

    Hello,

    I would like to submit a request for improvement regarding the product checklist feature in MEWS.

    🧾 Current issue:
    We regularly offer packages that include products (meals, massages, activities, deliveries, etc.) provided by external partners.
    Currently, it is not possible to easily export the product checklist linked to reservations in a usable format (Excel or PDF).

    This prevents us from:

    Clearly communicating the list of services to our partners each day;

    Effectively tracking the logistics of services to be delivered;

    Reducing errors and omissions on the partners’ side.

    ✅ Requested improvement:
    We would like to have…

    1 vote

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  19. Hello,

    I would like to submit a request for improvement regarding the management of meal packages in MEWS, as well as a crucial missing feature: the generation of meal coupons.

    🧾 Current issue:
    Our property regularly offers packages that include meals (breakfast, dinner, etc.).

    At the moment, MEWS does not offer any native functionality to:

    Automatically generate individual or grouped meal coupons for each reservation;

    Clearly and visually display the included packages at check-in;

    Simplify the printing or distribution of these coupons to guests.

    This results in:

    Frequent omissions of manually prepared coupons;

    A significant manual workload for the front…

    1 vote

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  20. Propongo ampliar el plazo de caducidad del link de check in en linea de 4 a 8 semanas para facilitar el proceso de registro a los clientes que hacen una reserva con anterioridad

    1 vote

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