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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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Guest Experience

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789 results found

  1. Customizing the products availibility for online check in (adding the availibility per day, per rate code)

    1 vote

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    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  2. When making a reservation as a booker, there should be an option to determine whether the guest receives an email confirmation or not. This flexibility is particularly important for personal assistants (PAs) and corporate bookers who manage travel arrangements on behalf of others.

    In many cases, PAs prefer to handle all communication with the guest directly, ensuring consistency in information and maintaining control over the booking details. Automatically sending a confirmation from the property can sometimes cause confusion, especially if the guest was not involved in the booking process or if additional arrangements need to be communicated separately.

    Providing bookers…

    1 vote

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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  3. When property has a bill as package enabled for the a product, while the product is hidden on the invoice, it remains to be displayed on the Kiosk during check-in.

    Properties are required to hide some product to be displayed since it is expected to be hidden from the guest such as a commission adjustment product .

    1 vote

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  4. It would benefit properties & esp. property administrators to see all the cases logged for their property. This way the entire staff can directly contact the support without having to report each issue to the property administrator or have the cases reported first to the property administrator who then contacts the support. This also enhances issue tracking for the property during holidays and other times of absence from work.

    1 vote

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  5. Hi,

    we would like to not ask for the signature during Online Check in or Kiosk Check in. Reason is that this takes extra time + the registration card (Meldegesetz) is nat mandatory anymore. So we do not want to ask for this to ensure better guest journey. It would be good to add this to the check in fiels which prperties can edit to make sure collect only the data they need.

    2 votes

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  6. Customizable preferred check-out time. With the online check-out guests are asked what their preferred check-out time is, but this is not customizable. It makes it very unclear for guests that this does not guarantee their check-out time and we are not able to state that extra charges apply. It would make sense that hotels can adjust this according to their own policies

    1 vote

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  7. We want to be able to communicate directly with customers via their Booking.com email address. This is possible in many other systems, but yours does not offer this option. As a result, customers who book through Booking.com do not receive any scheduled communications. This is a major issue that can only be resolved by you.

    1 vote

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  8. In Mews, it is possible to create a parent room, so one room could be sold as two separate rooms or together (room A + B = parent room). Ideally, we would like to also have the option so that when the customer books room A, room B is automatically removed from sales. This will prevent other people booking the other room.

    1 vote

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  9. Would be nice if in the invoice description at the place of night will be overnight ( as german description as Nacht -> Übernachtung).
    This is at the moment not possible, this"words" come from the service hard coded information and this are the only available options at the moment: night, day, Month and hour.

    1 vote

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  10. Currently, the Mews Kiosk screensaver always displays "Check-in" throughout the day. However, in the morning, the primary action for many guests is checking out, not checking in.

    To improve guest experience and streamline the process, we propose that the screensaver dynamically updates based on the time of day:
    - Morning hours (e.g., 06:00 - 12:00) → Display "Checkout"
    - Afternoon & evening (e.g., 12:00 - 06:00) → Display "Check-in"

    This small change would make it clearer for guests, reducing confusion and ensuring a smoother self-service experience.

    Would love to hear feedback from the community! 🚀

    1 vote

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  11. Offer Pay by Invoice to certain companies linked to a voucher or based on rate. We would like to offer certain companies that have a voucher code to book direct with us the option to pay via invoice instead of having to fill in card details.

    2 votes

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  12. We are requesting Hungarian translations for Guest-Facing instances as well as an option for users to set on the back end when configuring products and rates at the property.

    4 votes

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  13. The Match & Merge Page should have a button that would allow the properties to decline/cancel the match "permanently"; otherwise, if we deem the suggested profiles are not a match, it will stay on the page as we have no other way to remove it. Right now, there is only "Merge" or "Review Later".

    11 votes

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  14. It would be really useful to have an option to shorten booking links directly within the platform, without having to rely on external websites like bit.ly or others. Currently, the booking link in Mews can get very long, which isn't ideal for sharing.

    I think this addition would improve the user experience, making it more efficient and streamlined.

    Thanks for considering this!

    10 votes

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  15. Please create the option to only show space categories with capacity for the total number of occupants in a booking on the Booking engine.

    3 votes

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  16. As guest profiles are shared across multiple properties, at the time of check in we can see the guest is a returning guest, but we can't see how they actually stayed with us in that particular property (unless you open guests dashboard, extra 2-3 clicks).
    This doesn't present the best customer experience, as we can't see in which brand or hotel they have stayed previously, so we can't welcome them back or introduce them to the brand/hotel appropriately.
    It would be good to see how many times the guest has stayed in the selected property at the time of check…

    24 votes

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    idea to upvote  ·  0 comments  ·  Loyalty  ·  Admin →
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  17. For a bookable service for space like parking or bike, or similar a guest /adult count doesn’t make sense. It should be possible to disable the adult count field in the booking engine for that bookable service somehow.

    See https://community.mews.com/how-do-i-2/how-do-i-setup-a-booking-engine-without-guest-count-1676 for reference

    2 votes

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  18. Disable automatic online check-out email when the customer has consecutive reservations or changes rooms. Detecting if the customer with the same email continues their reservation the next day should not send the online check-out email so that it is not duplicated.

    3 votes

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  19. all chats sent from the property should be a different colour than the guests message.

    When a chat has been answered it should move to another field of answered messages so it doesnt get mixed up with unanswered messages.

    possibility of accessing the chat through reservations and see previous conversation with a guest for example when checking them in.

    3 votes

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  20. Currently, it is not possible to send any notes or remarks with the quotations. The quotation is sent with one template (yes, it can be customized but this will affect all quotationss sent, and it should be addressed individuall). It would be useful if we could add a comment or a note each time we send a quotation so the guest can get more details.

    Practical example: When we are overbook, we like to send a new quotation instread of cancelling the roo. We woulc make an offer (optional reservation) to the guest with another room available. However, the guest…

    2 votes

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