Mews Guest Journey

Mews Guest Journey

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  1. Properties cannot scan/upload guest IDs during online check-in, or on the kiosk or in the system itself if the ID/Driver's License is issued in the US or Canada.

    Mews does not support the format of IDs/Driver's Licenses in North America.

    This is an extremely important feature as this is industry standard to check guest ID in North America to prevent fraud, and it would increase the value of Mews in NA Market.

    42 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  2. It would be great to have a Lost and Found list which can be merched to a customer.

    42 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
    idea to upvote  ·  Aneta responded

    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.

  3. At the moment when an optional reservation is made for a guest manually, the guest will receive an email from MEWS and they can just click on Confirm or Cancel.

    When they Click on Confirm the optional reservation is immediately confirmed in MEWS but no credit card details are requested to guarantee the reservation.

    We want the system to only give the guest the possibility to Confirm the reservation once they have inserted their credit card details first.

    Thank you !

    29 votes

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    3 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  4. The pre-arrival mail was recently released as a new functionality. Which was very handy to inform customers about the COVID measures taken in the hotel. At this moment, you can't style this email template. Only add plain text.
    Please upgrade this functionality so it fits the brand of the hotel and a possiblity to add images and others.

    124 votes

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    idea to upvote  ·  2 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  5. we have had several complaints from guests who received an email notification when we took payments from an OTA vcc. This is completely unacceptable not only because it creates anxiety with the guest, it also now shows them the real cost of their stay!
    yes, the cc number is not their own, but they should not receive the notification at all.
    there is no way to add the vcc to the PayMaster as our bookings come in via a channel manager and are thus showing on the reservation.
    Please investigate and fix or alert us how to prevent this from…

    7 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  6. The before start e-mail is in plain text, can it be made possible to use HTML

    16 votes

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    2 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  7. As the 'Mail Templates' section is already limited, a lot of HTML and other code is needed for the formatting of emails. Please give us the option within the Mail Templates section to send a test email to a custom email address.

    101 votes

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    idea to upvote  ·  6 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  8. Online check-out emails are currently sent at 5pm day before arrival. For properties with high focus on a relaxed luxury experience this has caused negative guest reactions. Ex a guests checks-in at 4.30pm, for a 1 night getaway and on their way to the spa 30min later they get a an email prompting online check-out. Whilst it may seem efficient it might not be a relaxing guest experience. In addition, properties with a high capture rate for dinner would not want to push their guest to take actions before dinner charges has been added to the bill. The ability to…

    5 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  9. t the moment when an optional reservation is made for a guest manually, the guest will receive an email from MEWS and they can just click on Confirm or Cancel.

    When they Click on Confirm the optional reservation is immediately confirmed in MEWS but no paiement is required to confirm reservation

    We want the system to only give the guest the possibility to Confirm the reservation once tthe payment is made

    4 votes

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    1 comment  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  10. At the moment the e-mails that are sent from the system are one size fits all. However, the tone of voice and info in e-mails towards guest differs per segment. It would be nice to set up different templates per segment.

    14 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  11. Create different types of confirmations for different types of rates. For example for the holidays we want our guests to receive the right confirmation with all their reservation contains.

    3 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  12. Online check-out rules to be changed to allow higher adoption rates:

    • Allow hotels to set time for 'online check-out invitation' email

    Currently online check-out is sent at 17h00 on the day before check-out. Guests arriving after 17h00 (majority in many corporate destinations) and only staying 1 night don't receive the email invite due to this fixed time

    • Allow guest profiles with "company" attached to their profile to check-out online. Currently not possible according to your team due to strict taxation rules? I don't see why this should be a problem. And it's specifically "corporate guests" who want to avoid lines…
    2 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  13. Would be nice to be able to remind the guests to check-out online via mews mailing. This way, if the guest leaves, we can prompt them to click the link and settle their account instead of calling them to chase payment

    2 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  14. It would be easier if we could directly see via the reservation if emails of confirmation, facture sent, ... has been already sent and even if the delivery has failed.

    3 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  15. Under Internals there is currently only one Classification to select and that is 'Loyalty program'.

    This is too generic, and doesn't indicate which program the member belongs to (Accor has three distinct loyalty programs) as well as which membership tier or level the guest is currently at (are they entry-level or a mega VIP platinum or diamond member)?

    I would like to recommend that on the Profile screen that Files and Merge be moved down and a dedicated section for Loyalty be added, that can be fully customisable to the hotel's needs. This way we can have all programs and…

    3 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  16. Currently, online checkout is sent at 6 pm PST which is 3 am CET. When a guest arrives anytime after 4 pm PST they receive an online checkout only several hours after they arrive. For guests that arrive after 6 pm PST and have completed an online check-in, they receive an online checkout before they actually arrive which is confusing the guest.

    It would be good to allow the property to pick a specific time to send the Online Check-in and Check-out based upon their specific local times and property preferences. i.e. corporate, convention and leisure guests have different preferences…

    3 votes

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    2 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  17. Turn navigator in a complete concierge, where guest can, on top of what's already available:
    - View all details of the reservation: PRICE, info about the space selected, ...
    - manage the reservation (change dates, cancel it, add or remove guests, ...)
    - purchase stay services (already present in the be) in advance

    9 votes

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    1 comment  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  18. When people fill in the online check-in they reach the last step and are required to fill in their credit card details. In our country (the Netherlands) it's not customary that people own a credit card and are therefore often stuck at this step of the online check-in and don't know what to do next. It would be helpful to put a custom message at this step of the online check-in like "To proceed with the online check-in you're gonna need a creditcard. If you do not want to leave your creditcard details here or you don’t have one: no…

    24 votes

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    idea to upvote  ·  1 comment  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  19. Possibility to add automated replies to FAQ.

    2 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
  20. Possibility to create a report (like minibar charges) by room rather than guest name

    2 votes

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    0 comments  ·  Guest portal  ·  Flag idea as inappropriate…  ·  Admin →
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