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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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799 results found

  1. We would like to see a guests preferred space features in the timeline. Possible to add those to the information that appears when you hover over a reservation in the timeline? And maybe also include a symbol that appears when a guests has preferred space features?

    26 votes

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  2. It would be good to have a template for each rate. It was already mentioned but having more freedom with email templates in terms of adding more template options by hotels based on their own needs, as selection now is very limited.

    Mews seems to be a trying something new and making things simpler for guests and staff, but there are certainly some fields to be improved.

    18 votes

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  3. We must be able to delete individual guest profiles in accordance with the GDPR guidelines.
    Example: Guests request an offer, cancel it and then request deletion. We need to delete according to GDPR, so we cannot delete the file immediately, but have an obligation to retain it.
    It would be nice if we could preset deletion in the file and then this happens automatically after the deadline has expired.

    21 votes

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  4. Right now there are no adjustable mailing templates in mews only adjustable mailing "contents" which is incredibly weak and a bad hit for corporate design and even the customer journey (reduced trust because its in a completely different design than anything else). For a pms that is centered around the customer this should really be different!

    I think it would be useful to add an global option for template and probably even for each individual mailing. So you could adjust this for single mailings if you want (which is asked for in different ideas).

    You could use a single settings…

    18 votes

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  5. Quite often, we have guests staying who have an title as a prefix to their name (Sir, Dame, Dr,, Prof., Lady, Lord, etc) and we would like the possibility to add this as an official title to the guest profile in addition to the basic Mr. Mrs. and Ms.

    Additionally, as mentioned in another idea as well, adding Mx. or Fam. could be helpful as well.

    111 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.

  6. When showing an unbalanced invoice with all charges /items through that staff mode feature, it would be highly advantageous if guests had the option to add a tip—say 10%, 15%, or 20%—directly to the invoice. Once selected, the tip would be automatically added to the total bill.

    8 votes

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    idea to upvote  ·  2 comments  ·  Kiosk  ·  Admin →
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  7. Bitte bieten Sie die Möglichkeit, alle Gästenamen und die Aufteilung auf die Zimmer einzugeben, damit die Anreise gut vorbereitet werden kann (z.B. Kurkarten,...). Auch bei Stammgästen muss immer wieder der zweite Name neu eingetragen werden.

    17 votes

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  8. The requested feature is that guests can register on a wait list on fully booked dates with automatic email notifications for when rooms are again available on the desired date(s).

    This would remove any need for manual labor from the hotel side to handle wait lists.

    Example:
    - Guest tries to book a room Aug 1st - Aug 2nd
    - Hotel is fully booked
    - Guest opts in to our guest list by entering their email address
    - Hotel opens up for bookings on Aug 1st
    - Guest automatically receives email saying that the date(s) they searched for now have…

    177 votes

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  9. Imagine this situation:
    Guests are early for CI and waiting for their room to be ready. This room could then be marked as "notify me about status change".
    When housekeeping changes the room status to "inspected" a notification is sent to the front office.
    Then they can call the guests and they can check in as early as possible.

    8 votes

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  10. We would like to customize the occupancy in the booking engine, so that we have the posibility to manage the amount of available houses for sale.

    For example, when there is one house left in each house type, it should not be possible to sell in the Booking engine to avoid overbooking, so it is only possible to book by contacting us directly.

    13 votes

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  11. Hi,

    I want to manage more optins option in Mews such as SMS and postal mail.
    Could you add additional fields in https://mews-systems.gitbook.io/connector-api/operations/accounts#customer-options

    Regards,
    Floriant

    25 votes

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  12. We would like to be able to mark a Mother Company as a Mother Company, to be able to sort and search only for Mother Companys.
    This Mother Company should not be treated as a regular Company Account, as it is a Master which combines the regular Companys.
    Further we need to be able to differentiate between Mother Companys and regular Companys not only in Mews, but in the API as well.

    7 votes

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    idea to upvote  ·  1 comment  ·  Other  ·  Admin →
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    1. Handling of VIP's - being able to pull up a report of only Arrivals
      with certain Customer Classifications (mulitple-select-drop-down in
      reservation report with Customer Classification filter like Segments filter). Also being able to pull this via a Report like the Guest in house report.

    2. Disabled classification needs to be part of the Guests in House report
      for emergencies.

    3. Customer Classifications need to be a filtered in the Space status report for
      Housekeeping to identify special requirement rooms

    33 votes

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  13. It would be great if we could choose the scheduling of the templates to the times we want. For example, Before Start email is 2 days in advance and we would like to have it 5 days in advance.
    At the moment this is set up by MEWS and can not be changed!

    34 votes

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  14. We need to be able to do a proper reporting on the Kiosk Check In, including following categories:
    Check in from Kiosk (Staff Mode)

    Check ins from Kiosk (Guest Mode)

    Check ins via Mews Commander

    Moreover, we need to be able to pull the data via the API regarding if a reservation did online check-in, check-out, did they use the Kiosk or did a staff member check them in.

    This is cruciel to be able to measure the success of the kiosk and to do further improvements.

    6 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  15. When accidentally entered an space in front of a first- or lastname in the guest profile we would like MEWS to automatically delete this empty space.

    p.a.:
    Firstname: Max
    Lastname: Mustermann
    ->
    Firstname: Max
    Lastname: Mustermann

    13 votes

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  16. Some third parties send reservation details in all capital letters. When merging profiles for these reservations, it would be nice to have an option to convert text to 'proper language', i.e. convert JOHN SMITH to John Smith. Staff are currently manually adjusting the text in these profiles.

    3 votes

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  17. I want the action of the key creation to display in the action log; this gives us the possibility of when and by who keys were cut for a specific reservation.

    4 votes

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  18. When we downgrade a booking from a room of higher category to a room of lower category, the reservation stays in a high category room as if it was a reservation who was in the lower category then got upgraded. It then needs to be manually reassigned to the correct lower category.

    Could you please change it so it automatically gets reassigned to a lower category room when we downgrade it ?

    16 votes

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  19. Signature for accompanying persons Optional

    Since the update in July 2024, MEWS Kiosk asks for the signature of all travelling persons. As the data is usually filled in by the main booker and is not required by law, I agree that the signature for accompanying persons can be set to fixed, optional or not required as required.

    In addition, it makes little sense to ask for this data for small children etc..

    7 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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