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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
  • Loyalty
  • Other

Guest Experience

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791 results found

  1. As it is now it is only possible to send new messages to internal users. We would like it to be possible with guests as well.
    Meaning that we will be able to send messages to guests without them having done the online checkin or messaged us first.
    Thank you.

    4 votes
    How important is this to you?
  2. Es wäre toll, wenn man mehrere Zimmer out of order setzen könnte und nicht jedes einzelne Zimmer sperren muss. Es geht um die Sperrfunktion, die in der Zeitachse sichtbar ist.

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

    4 votes
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  4. 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
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  5. 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
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  6. 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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  7. 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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  8. 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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  9. 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.

    2 votes
    How important is this to you?
  10. 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.

    2 votes
    idea to upvote  ·  1 comment  ·  Other  ·  Admin →
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  11. 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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  12. 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
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  13. 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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  14. 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
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  15. 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".

    12 votes
    How important is this to you?
  16. 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
    How important is this to you?
  17. 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
    How important is this to you?
  18. 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…

    25 votes
    idea to upvote  ·  0 comments  ·  Loyalty  ·  Admin →
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  19. Bei den Anfrage- und Optionsmails wird automatisch die Anreiseinfo des Zimmers mit gesendet. Da der Gast aber noch nicht gebucht hat ist es nicht wünschenswert das er bereits den Wlan-Code für das jeweilige Apartment erhält. Eine separate Anfrage- und Optionsmail nur mit der Aufstellung des Preises wäre wünschenswert.

    2 votes
    How important is this to you?
  20. 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
    How important is this to you?
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