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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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146 results found

  1. When you try to type at the beginning of a word in the guest profile or invoice title, the cursor keeps jumping to the end of the line.

    1 vote

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  2. 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.

  3. Change the terminology from "Blacklist" to "Blocklist" or similar to allow for more inclusive language, rather than a derogatory term.

    11 votes

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  4. To have the possibility to make fields in the online check in Mandatory, as those are based on the legal requirement for our legal environment.
    A lot of municipals in the Netherlands are obligating the hotels to keep more records of the guests. Like document number and the fellow travelers.
    Now we have to manuelly fill this in when customer is at the reception. However, we can try to shortner this process, when we can make these fields mandotory to be filled in by the online check in. Save us, and the customer lots of time.

    12 votes

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    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://releases.mews.com/en/customize-your-online-check-in-form-for-faster-frictionless-check_ins-xnTylJCp. Thank you again for sharing your idea!

  5. You really should be able to send SMS messages to guests. This very basic and available in PMS systems far less advanced than mews.

    Should be top priority

    18 votes

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  6. 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 →
  7. I tried finding a specific travel agency today and discovered that you are not able to search in the travel agency contracts profile!
    as they are not alphabetically or able to filter other than by country, it is sheer impossible to find anything!
    is there please an improvement coming with regards to agents as this is the most time consuming an illogical part of Mews.
    thanks

    1 vote

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  8. I understand how nice it is to collect more email addresses from guests, but the workflow to add companions during the online check-in process is causing most guests to not finish it.

    We (in Austria) require a name, nationality and date of birth of every companion.

    During the process, the main booker fills out his/her details, which is working very smoothly. Then the guest is asked to add companions. The guest can add a name and an email address for the companions, who then have to perform a seperate check-in process. This often does not happen, as the guest feels…

    55 votes

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    Hi


    I'm Olivia from the Product team at Mews.

    It is possible for the main guest to fill the details on behalf of their companions instead of inviting them by email.

    You can find more details in our Help Centre, look for the article " The online check-in journey in the Guest Portal"



    Note that companion details are only collected if they are legally required though, if you'd like to collect them in any case, you can add your votes to a different idea: https://feedback.mews.com/forums/955598-guest-experience/suggestions/47561279-invite-companion-via-online-check-in-regardless-of.


    Thank you for your feedback

  9. Need to be able to search for reservation by companion.

    9 votes

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  10. 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!

  11. Show availability of rooms in the booking engine only if they are available in consecutive days to prevent guest from having to switch rooms. There should be a setting that would enable this functionality for properties that do not want to disappoint guest upon arrival.

    2 votes

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    released  ·  Jan Pulkrábek responded

    Hello from Mews,


    This feature is already in place in the booking engine.

    If guest selects dates, we only show room categories which are available for him in this time.


    If you have any further questions, feel free to reach me directly.


    Regards,


    Jan Pulkrabek

    Product Manager

  12. 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!

  13. For a better customer journey, it would be very helpful to first choose date AND the number of persons per room, and then display all suitable rooms.

    That would make the online booking process f.E. for families much easier. Once Age based Product pricing is released, it would make the booking process of packages for families (f.E. with children Skiticket and adult Skiticket) much easier to be displayed.

    So the booking engine would work like this:

    Date & number of people -> room category -> Rate & Products -> Overview -> Details

    9 votes

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  14. Can we please have the nationality question removed when a guest is making an online reservation? We've had multiple guest complaints regarding this. We appreciate your help!

    1 vote

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    1 comment  ·  Guest portal  ·  Admin →

    Hi,

    I'm Olivia from the Mews Product team.

    This is something you can configure for your property.

    You can find more details in our Help Centre, see "Customize your kiosk and online check-in with the Check in form" article. Thank you for your feedback.


  15. 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!

  16. When guests add a product during online check-in a task is created, we would like to be able to select whether the task creates or not and have the option to disable this automatic task from creating.

    8 votes

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    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. Please check out our release notes - https://releases.mews.com/en. Thank you again for sharing your idea!

  17. I would like to find guest profiles in Mews by entering the phone number in the search bar (Even if country code is missing or written in 00 instead of +).

    12 votes

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    released  ·  2 comments  ·  Guest profile  ·  Admin →
  18. Be able to create custom URLs which can be used on our website, email marketing or when communicating with our guests where we can pre-select certain fields such as their preferred dates, room type, package, number of adults and children etc

    2 votes

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  19. It would be nice if you can block certain company profiles from being edited or deleted.

    A simple check box for this, similar to the invoiceable checkbox would be great.

    If this checkbox is selected the profile should only be adjustable by users with certain rights, similar to the invoiceable option.

    5 votes

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    released  ·  1 comment  ·  Guest profile  ·  Admin →
  20. many a time we type in a guest surname only to get a blank result. unless you type in the first name of a guest, you are getting a wrong outcome.
    this is absolutely vital for us as many times you get a family name to look for and not the first name of a guest. you are then either saying the guest is not in-house or you don't know it is a return guest.
    not very good for the guest's journey...

    4 votes

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