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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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798 results found

  1. Bookable service to not influence number of stays

    We have a bookable service for beach chairs. When guest book this throughout their stay it creates an entirely new booking which influences our repeat business reporting and the guest profile stats on how frequently the guest has stayed.

    1 vote
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  2. Conflicting booking term tags displayed before selecting space category

    When the space categories are displayed in the second step of the booking engine, it can be confusing for the guest/booker to see conflicting booking term labels. If there are different rates available, e.g. one with free cancellation and another one that is non-refundable, both of these labels (free cancellation and non-refundable) are shown before the Show rates button is clicked.

    This might create the idea that both are applicable for all the rates displayed at the next step, even if the rates are correctly labeled.

    1 vote
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  3. DU-Kultur integrieren

    Es wäre sehr schön, wenn die Du-Kultur auch in der WBE umgesetzt werden könnte. Beispiel: "Verbessern Sie Ihren Aufenthalt" in "Verbessere deinen Aufenhalt"

    1 vote
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  4. Different Colour options

    Dear development team,
    We kindly request an enhancement to our current booking system interface. We would like to have more color options available for guest identification in our timeline view.
    Currently, the non-existing color palette makes it difficult to visually distinguish between different guest categories or booking types in our calendar/timeline display. Having an expanded color selection would greatly improve our ability to quickly identify and categorize guests at a glance.
    This feature would help us:

    Create a more intuitive visual organization system
    Improve staff efficiency when reviewing the booking timeline
    Reduce errors in guest management
    Better distinguish between different…

    2 votes
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  5. Option to Display Prices in Confirmation Emails Even When Company Routing Is Applied

    Suggestion: Please consider adding a setting or checkbox in the billing/routing rule configuration that allows properties to choose whether or not to include pricing on booking confirmations when company routing is applied. This would give properties more flexibility to align with different business models, customer expectations, and communication standards.

    This option would greatly reduce the number of guest inquiries and ensure transparency where needed.

    3 votes
    idea to upvote  ·  1 comment  ·  Communications  ·  Admin →
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  6. Improved Upgrade Confirmation for Guests who upgrade during Check In

    Description:
    We have encountered a recurring issue with guests misunderstanding the price of room upgrades during the online check-in process. In some cases, guests confuse the per-night upgrade price with the total price for their stay, leading to disputes at check-out.
    To enhance clarity and prevent such misunderstandings, we suggest implementing an automatic upgrade confirmation email that clearly states:
    The selected upgrade details
    The final total price of the upgrade
    A breakdown of costs if applicable
    This confirmation email should be sent to both the guest and the hotel staff upon upgrade selection. This would allow front desk employees to…

    1 vote
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  7. Block the possibility of early Check-in at the Kiosk before a set time

    We offer the possibility of an early Check-in which begins at 12 PM. However, when the guests try to check in earlier the kiosk will allow the payment of the early check in and allow the check in.
    It would be nice if we could configure the kiosk to offer the posibility of an early check in only after 12 PM (which is the actual begin time of an early check in). At the moment this feature seems to be connected with guests being able to book an early check-in while checking in online. We find this option to be…

    2 votes
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  8. Blacklisted guests report that can be exported

    Have blacklisted guests report that can be exported and that includes the date of the first time the guest was marked as blacklisted (or allow to close bills and merge profiles when the guest is on the blacklist)

    2 votes
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  9. mark existing address as primary

    Add a button or checkbox in address details to mark them as "primary".
    Currently only the address entered last is marked as primary. To change an existing address to primary the address needs to be entered again manually.
    Therefore I sugggest a simple checkbox within the address edit view to mark an existing address as primary to the profile.

    2 votes
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  10. Room access code integration to Mews Kiosk

    The Mews kiosk only allows guests setting up a physical room key card.

    However, some hotels use a personalized access code instead of a physical room key card.

    It would be interesting if the kiosk could display this access code (e.g., Salto KS).

    1 vote
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  11. gastprofielen filteren op stad

    Het is momenteel enkel mogelijk om gastprofielen te filteren op land, het zou fijn zijn als dit ook gefilterd kan worden op stad. Zo kunnen we altijd bijhouden hoeveel procent er uit eigen stad geboekt wordt.

    1 vote
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  12. Monthly TOP Client report

    Hi,
    Is it possible to have a report, that shows all my clients, per month, sorted out by room revenue and / or roomnights? NET revenue, without VAT and breakfast.
    So I could keep track which company generates how much revenue / RN / ADR month by month.

    Thank you,
    Alver from Tallinn

    2 votes
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  13. Automatic mail translations

    Currently, we have four Houses, each with its own set of individual mailings. This results in 104 different emails in our native language alone. When translating these into two additional languages, we end up managing 208 separate email templates. Every time we make a change to one email, we must manually update all corresponding translations.

    It would be highly beneficial to have an automated translation system for all text elements within the emails. The same applies to products, where automated translations would also be a great improvement.

    4 votes
    idea to upvote  ·  1 comment  ·  Communications  ·  Admin →
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  14. Create a Loyalty Report

    Create a loyalty report to see all departures with an ALL Member Account linked to it, with the amount VAT Included, VAT Excluded (NETTO) next to it, and the city tax, as well as the rate code booked (sometimes a profile is linked but guests booked via booking.com so they don’t have the right to receive the points), as well as the company name (so we can also see: Expedia: no points, etc.) (We need to give points manually every night, on the nett rate, without the city taks.) This way, it is more convenient for the Night Team to…

    1 vote
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  15. Enable Placeholders in Guest Portal/Documents

    Enable Placeholders (currently only used in Mail Templates) to be used in Guest Portal, specifically the check in/check out documents.

    2 votes
    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  16. Send before start mail at anytime

    Hello!

    Unfortunately, before start emails are not send for reservations created after the checkin time on the day of arrival (last Minute bookings). There should be an option to have those emails sent at any point, regardless of time.
    Regards,
    Jean-Philipp Spieß

    10 votes
    idea to upvote  ·  3 comments  ·  Communications  ·  Admin →
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  17. SMS

    We are interested in adding the SMS add on but before you fix the phone number issue it will not be worth it.

    In our previous system they separated the country code from the nr. just do it like that. So we choose the country code from the drop down menu and then write the number after. It should be easy even to integrate with different channels - I know it is possible with booking.com and Expedia.

    I think when making a reservation there are some things that are basic: name, telephonenumer and email adress. That there is an issue…

    1 vote
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  18. Formatierung für Raumkategorie E-Mail

    Bei der Raumkategorie kann ein individueller Text eingegeben werden, ursprünglich im html Format und somit auch richtig formatiert, Seit zwei Wochen wird ist es zwar möglich ohne html code die Informationen einzugeben jedoch kann man wichtige Infos nicht hervorheben und auch ansonsten keinerlei Formatierungen hinzufügen. Es wäre schön wenn Formatierungsoptionen angeboten werden.

    1 vote
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  19. nationality

    When you make a new reservation and add details such as name, email etc. In the first window make it mandatory to choose nationality aswell.
    ge the system to recognise country codes in phone numbers in reservations and add nationality autoamtically. For example +46 for sweden.

    the possibility to edit multiple profiles at the same time to add nationality

    3 votes
    idea to upvote  ·  1 comment  ·  Guest profile  ·  Admin →
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  20. Upgrade guests

    If I upgrade guest free of charge in advance, the guests are able to see it in the kiosk. We would like to keep that as a suprise upon their arrival. Furthermore, it does not show them as a upgrade. If we gave them a free upgrade they are not able to see their original booking in the kiosk. (Original Room Catergory) which may confuse them.

    4 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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