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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
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Guest Experience

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794 results found

  1. To enable Mews Digital Keys onsite through the Mews Kiosk. Expansion of Digital Key not only through Guest Portal online check in functionality but also onsite at Kiosk.

    2 votes

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  2. We would like to submit a few modifications regarding the Mews Booking Engine, which is used by a variety of hotels with different concepts.

    Choice of pictogram: We would like each user to have the option to select a pictogram based on the type of accommodation they manage, for example, a "house" pictogram instead of "bunk bed."

    Clarification on pricing: Below the price, it currently states "per room/per night." We request that this be changed to "per accommodation," and this should also apply in all languages version. Or give the possibility to choose if we want it per room or…

    1 vote

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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  3. The rates on registration card shouldn't appear for the bookings made through travel agency or any other third-party bookings. When we choose to show the rates on registration card and print all the card from reservation overview the rates appear for the all category of booking. Please assist with the same.

    1 vote

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  4. In the configuration of the booking engine, you are able to select the maximum amount of adults per booking - but not the maximum amount of children.

    This feature would be nice to have.

    1 vote

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  5. Ability to enter a nickname for the guest (preferred name) that is not part of their legal names, sio it would allow staff to address guests accordingly.

    2 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. 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.

    5 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  8. 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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  9. Since the new guest portal release, once a guest has checked in they are no longer able to edit their personal details including phone number or credit card.
    I'm not sure why this feature was removed? If a guest adds their info at the time of booking, it would be helpful if they can amend their own data if things were to change closer to their arrival time.

    1 vote

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    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  10. Via The booker flow, it would be useful to offer a button that can help the guests determine who is truly financially responsible for the booking Booker Vs Staying Guest. In this manner, this can also help redirect the cost of the reservation more efficiently to the one truly responsible versus the fact that it always defaults to the booker account.

    This flexibility can reduce some of the manual work on the team when they must correct the billing and find the real responsible party.

    4 votes

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  11. Upon a completed booking, it would be helpful if MEWS creates a datalayer with the personal data from the booking (name, email, phone number, and country) that can subsequently be sent to Google and Meta as part of 'Enhanced Conversion' to better optimize advertising.

    More info here: https://support.google.com/google-ads/answer/9888656

    4 votes

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  12. 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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  13. 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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  14. 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.

    7 votes

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  15. There would be two useful improvements to the online check-out of guests.
    1. the date is not shown for additional services. For example, the guest has consumed 10 beers in 10 days. However, the guest only sees 10 beers in the online check-out. Not when he has consumed which beer. This can sometimes lead to confusion.

    1. there is no possibility to give a tip
    2 votes

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  16. When people are entering from e.g. Google Hotel Ads the landing page is always the distributor link (technically it is not possible to link the ads to the widget integrated booking engine)

    Problem then is that users can not go to the homepage of the hotel directly.

    It is a learned & normal website usability that logos are clickable and lead to the homepage if a website.

    For me it is a must have.

    1 vote

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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  17. There exists a "Booking Abandoned" flow (the 15mins offset) in the booking engine configuration. However, this flow does not apply to Availability Block Reservations picked up via that same booking engine link. It would be great to consider the same rule for these types of reservations as well.

    2 votes

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  18. 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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  19. Create a multiproperty booking engine where guests can find availability and prices for multiple properties in the same city / region / country by querying on stay dates. Currently a specific property needs to be selected, resulting in a tedious process (with 7 properties in 1 city for example) resulting in low conversion and churn.

    4 votes

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  20. 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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