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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:

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97 results found

  1. 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.

    17 votes

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  2. 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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  3. 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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  4. 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!

    33 votes

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  5. It is both good and bad that emails are not sent out from the demo environment. For example, it can be difficult to access your guest portal or check-in to test something if you haven't received a real email from the system.
    Additionally, it is also a problem to test email templates if you choose to build them yourself because the code (HTML/CSS) generated by MEWS is not 100% consistent with the code you insert.

    Therefore, it would be helpful if you could either enable email sending in the demo environment, so you can test the flow 100%, or if…

    4 votes

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  6. SMS package - the minimal top up amount is 50 € monthly. It should be customized to the user needs, as we were not able to spend 50 € for monthly sms usage in the past 12 months.
    There should be a smaller package available. In our case it's roughly 20-20€/month.

    3 votes

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  7. Include an external partner in our guest journey, so that you do not need to reply on every single post but it can be handled with AI

    4 votes

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  8. Currently, the bookable service mail templates are set for all guests depending on their booking status.

    For personalization of the guest journey it would help if we can sent a customizable mail to several rate groups. This way business guests can receive additional information relevant to them as well as leisure guest who book a specific rate group (hotel offer for example). It would be nice if we can choose the moment in the mail queue when the mail will be sent.

    One template would not suffice, it needs be able to be personalized for multiple rate groups. So perhaps…

    12 votes

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  9. We would like to be able to remove the property logo from e-mail templates. The FAQ (https://help.mews.com/s/article/Can-I-remove-duplicate-property-logo-in-emails?language=en_US) now describes to remove the logo from your HTML template. However, we want to use a different logo in our mail templates versus the other places that the property logo appears (booking engine, invoices etc.).

    15 votes

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  10. Have the ability to hide rates for the online check-in. This is required for agents (wholesale) or some OTAs (packaged rates) where the rates should not be communicated to the guests.
    This should be part of the rate configuration and also affect rate display on the confirmation emails.

    10 votes

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  11. It would be great if relevant information for specific times can be shown as an alert message in the booking engine.
    Guest searches for a room during a certain periond and a message is getting shown, which is triggered by an either defined date range for the time of booking or time of stay.
    This would be helpful for:
    -restaurant closures during the time the guest does stay
    -renovations going on in the hotel
    -certain hotels services are not available during the staying period
    -could also be used for advertising special events in the hotel

    1 vote

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  12. The Logo in the E-Mail templates is very small, so that you sometimes can only barely be able to see it.
    Could this be sized larger?

    6 votes

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  13. The SMS Service Add on Subscribtion is a good Idea, but it might can be improved as following:
    1.) The way this product add-on is being priced is not a good fit for smaller hotels. Why can't there be pure pay-as-you go model, maybe with a higher individual SMS charges, but only on the acutal volume sent? I mean, the cary over that remains from the 50 € each month for us cannot ever be consumed...
    2.) Track clicks: currenty there is no way to know if the sent sms messages are actually improving online check-in rates. It would be…

    1 vote

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  14. Net Properties would like to see the breakdown of total cost in Confirmation and Quotation Emails between Net + Tax, and then Gross Value.

    Currently only Gross Total is displayed.

    2 votes

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  15. It would be great to have confirmation emails sent per room category. At times, we have different directions/instructions per the category we have in Mews.

    This would allow us to personalize the communication to guests even further based on the room they booked.

    5 votes

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  16. Allow guests to create optional reservations in the Mews Booking Engine instead of directly confirming. This should trigger the quotation email allowing the guest to review the details of their stay, pay a deposit and confirm the reservation (applicable to long stay guests)

    2 votes

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  17. As the title says, right now you have the option for Customer & Booker, Booker, or None. we would like to see Customer as an option. sometimes we need to confirmations to just go to the customers, and not spam our bookers with the confirmation and cancellation emails.

    1 vote

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  18. When we make a manual booking for a rate that requires a downpayment the "Automatic settlement failed" email is sent out if there is no credit card attached.

    This, in itself, is a good thing. However it is often unclear for the guests how much they have to pay. They's have to find back the original booking confirmation (might have been months ago) and look through the rate description to figure out how much they have to pay.

    A simple placeholder for the amount that the automatic settlement rule was supposed to have taken would be great for these cases.

    1 vote

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  19. Ability to enter centrally stored common company email footer (HTML snippet) to be attached to all email templates, without having to add (and maintain if changes occur) it individually to each template by hand.

    4 votes

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  20. Speratate the details and the button in {messageDetailsHtml} to allow the "Reply" button as a unique placeholder URL, as it is the only button you can't edit or manipulate using HTML.

    1 vote

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