912 results found

1. individuelle Meldescheine

   Bei der Konfiguration der Meldescheine stößt das System aktuell an deutliche Grenzen. Laut Mews sind die Standardeinstellungen an die jeweiligen landesspezifischen Vorgaben angepasst – dies entspricht jedoch nicht der Praxis.

   In Österreich ist die Erfassung der Daten aller Mitreisenden gesetzlich zwingend vorgeschrieben. Im Mews-Standard wird diese Abfrage jedoch nicht standardmäßig durchgeführt. Manuelle Anpassungen führen wiederum häufig zu Nebeneffekten, wie dem ungewollten Überspringen anderer notwendiger Datenfelder.

   Anforderung / Lösungswunsch:
   Wir benötigen eine flexible, allgemeine Einstellungsmöglichkeit für Meldescheine. Jeder Betrieb sollte die Erfassungsfelder – unabhängig vom Standort – individuell und verlässlich an die eigenen betrieblichen und rechtlichen Anforderungen anpassen können.

   Englisch / English Version

   Currently, the registration form configuration in Mews is overly restrictive. Mews states that the default settings always comply with local country standards; however, this is not accurate in practice.

   In Austria, collecting full details for all accompanying guests is a mandatory legal requirement. Yet, the default Mews template does not capture this information. Attempting to customize these fields manually often causes unintended side effects, such as inadvertently bypassing other required queries during check-in.

   Feature Request / Desired Solution:
   We require a fully customizable registration form module. Every property should have the flexibility to configure registration form fields according to their specific operational and legal needs, regardless of the country default.

   Bei der Konfiguration der Meldescheine stößt das System aktuell an deutliche Grenzen. Laut Mews sind die Standardeinstellungen an die jeweiligen landesspezifischen Vorgaben angepasst – dies entspricht jedoch nicht der Praxis.

   In Österreich ist die Erfassung der Daten aller Mitreisenden gesetzlich zwingend vorgeschrieben. Im Mews-Standard wird diese Abfrage jedoch nicht standardmäßig durchgeführt. Manuelle Anpassungen führen wiederum häufig zu Nebeneffekten, wie dem ungewollten Überspringen anderer notwendiger Datenfelder.

   Anforderung / Lösungswunsch:
   Wir benötigen eine flexible, allgemeine Einstellungsmöglichkeit für Meldescheine. Jeder Betrieb sollte die Erfassungsfelder – unabhängig vom Standort – individuell und verlässlich an die eigenen betrieblichen und rechtlichen Anforderungen anpassen können.

   Englisch /… more

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2. Ability to automatically send the final bill as a PDF attachment by email after checkout, with configuration per property

   Problem:
   Citybox uses custom-built self-service kiosks for guest check-in and checkout. These kiosks are integrated with the PMS through the API and perform several guest-facing actions without involvement from front office staff.

   A key limitation today is that when a guest checks out through our kiosk using the API, the final bill/receipt is not automatically sent to the guest by email.

   As a result, guests frequently contact the hotel after checkout to request their receipt. Hosts then need to manually locate the reservation, generate the final bill, and send it by email. Across our properties, this creates unnecessary manual work and reduces the benefit of having a fully automated self-service checkout process.

   Requested solution:
   We need a way to trigger the sending of the final bill/receipt when checkout is performed through the API.

   This could be solved in either of the following ways:

   Provide an API endpoint/action that allows our kiosk integration to trigger the final bill/receipt to be sent by email after checkout.
   Alternatively, provide a configurable automation in the PMS that automatically sends the final bill when a reservation is checked out, including when the checkout action originates from the API.

   The receipt should be sent to the email address registered on the customer/reservation profile once the bill is closed.

   Ideally, the functionality should also be configurable per property and booking channel, for example allowing automatic receipts for direct and corporate bookings while excluding OTA bookings where the guest has paid the OTA and a receipt from the hotel could cause confusion.

   Business impact:
   This would allow our self-service checkout flow to remain fully automated from the guest's perspective, reduce repetitive manual work for hotel staff, and eliminate a significant number of follow-up emails and calls from guests requesting receipts after departure.

   Most importantly, it would ensure that checkout performed through our API has the same receipt functionality as checkout performed directly in the PMS.

   Problem:
   Citybox uses custom-built self-service kiosks for guest check-in and checkout. These kiosks are integrated with the PMS through the API and perform several guest-facing actions without involvement from front office staff.

   A key limitation today is that when a guest checks out through our kiosk using the API, the final bill/receipt is not automatically sent to the guest by email.

   As a result, guests frequently contact the hotel after checkout to request their receipt. Hosts then need to manually locate the reservation, generate the final bill, and send it by email. Across our properties, this creates unnecessary manual work… more

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3. Create a deadline for products booked via online check in

   It would be great if we could introduce a cut-off time for services booked during online check-in. Sometimes guests check in on the same day, only a few hours before their arrival, which means we at the front desk may not have enough time to prepare the requested services in advance

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4. Booking Engine: Option to Display Taxes as a Collapsed Total Instead of Expanded Itemization

   Business Impact
   Properties in jurisdictions with multiple taxes and fees have a cluttered booking experience. Displaying many individual tax lines can overwhelm guests and increase booking friction.

   Customer Problem
   On the Booking Engine, taxes are currently displayed as itemized line items. Some properties would prefer to show a single summarized tax amount by default, with the option for guests to expand and review the detailed breakdown only if desired.

   Desired Solution
   Add a Booking Engine setting that allows properties to choose between:

   • Expanded tax itemization (current behavior)
   • Collapsed tax summary displaying a single total
   • Optional expand/collapse control for viewing detailed tax lines

   Current Limitation

   The Booking Engine currently displays taxes in an itemized format and does not provide a configuration option to group or collapse tax lines into a summarized total.

   Expected Outcome

   Properties gain control over how tax information is presented while preserving access to the full tax breakdown for guests who require it.

   Business Impact
   Properties in jurisdictions with multiple taxes and fees have a cluttered booking experience. Displaying many individual tax lines can overwhelm guests and increase booking friction.

   Customer Problem
   On the Booking Engine, taxes are currently displayed as itemized line items. Some properties would prefer to show a single summarized tax amount by default, with the option for guests to expand and review the detailed breakdown only if desired.

   Desired Solution
   Add a Booking Engine setting that allows properties to choose between:

   • Expanded tax itemization (current behavior)
   • Collapsed tax summary displaying a single total
   • Optional expand/collapse control for viewing detailed… more

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5. Booking Engine: Option to Display Taxes as a Collapsed Total Instead of Expanded Itemization

   Business Impact

   Properties in jurisdictions with multiple taxes and fees have a cluttered booking experience. Displaying many individual tax lines can overwhelm guests and increase booking friction.

   Customer Problem
   On the Booking Engine, taxes are currently displayed as itemized line items. Some properties would prefer to show a single summarized tax amount by default, with the option for guests to expand and review the detailed breakdown only if desired.

   Desired Solution
   Add a Booking Engine setting that allows properties to choose between:

   • Expanded tax itemization (current behavior)
   • Collapsed tax summary displaying a single total
   • Optional expand/collapse control for viewing detailed tax lines

   Current Limitation

   The Booking Engine currently displays taxes in an itemized format and does not provide a configuration option to group or collapse tax lines into a summarized total.

   Expected Outcome

   Properties gain control over how tax information is presented while preserving access to the full tax breakdown for guests who require it.

   Business Impact

   Properties in jurisdictions with multiple taxes and fees have a cluttered booking experience. Displaying many individual tax lines can overwhelm guests and increase booking friction.

   Customer Problem
   On the Booking Engine, taxes are currently displayed as itemized line items. Some properties would prefer to show a single summarized tax amount by default, with the option for guests to expand and review the detailed breakdown only if desired.

   Desired Solution
   Add a Booking Engine setting that allows properties to choose between:

   • Expanded tax itemization (current behavior)
   • Collapsed tax summary displaying a single total
   • Optional expand/collapse control for viewing detailed… more

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6. Internals being visible on Reservation screen

   Having important dietary information (for example) highlighted in the guest-profile recap would make the team’s daily work easier and help prevent details from being missed.

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7. Improve Price Transparency in the New Email Templates

   The new Mews Mail Template Editor is a great step forward, and we would very much like to replace our legacy HTML templates with it.

   Unfortunately, the current way prices are presented prevents us from doing so. In its current form, the pricing information lacks the level of transparency guests expect and creates unnecessary confusion. We believe the following improvements are essential.

   1. Display nightly rates

   At present, each room only shows the total accommodation price.

   With dynamic pricing now being the industry standard, nightly rates often vary significantly. Showing only the total amount makes it impossible for guests to understand how the price is calculated.

   For example:

   Night 1: CHF 300

   Night 2: CHF 500

   The confirmation simply displays:

   2 nights – CHF 800

   If the first night is cancelled later, many guests will naturally expect the remaining balance to be CHF 400, as there is no indication that the two nights were priced differently.

   Displaying the rate for each individual night would greatly improve transparency and reduce unnecessary enquiries.

   1. Improve price allocation for multi-room reservations

   The current layout is particularly problematic for reservations containing multiple rooms.

   Each room repeats the same information (check-in/check-out dates, rate description, etc.), resulting in very long confirmation emails. However, the one piece of information guests actually need—the price of each individual room—is missing.

   Instead, prices are only listed in the order summary at the end of the email. Since every line item is simply labelled "Night", there is no way to identify which charge belongs to which room.

   As a result, guests cannot determine:

   the price of each room,

   the nightly rate for each room,

   or which selected rate corresponds to which amount.

   Suggested solution

   The room price should be displayed directly within each room section, ideally immediately below the selected rate.

   If the order summary remains, each line should clearly reference the corresponding reservation, for example by including:

   Room name

   Stay dates

   Confirmation number (optional)

   If multiple identical rooms with the same rate are booked, they could be grouped into a single line instead of being listed individually.

   Conclusion

   A booking confirmation should clearly show guests what they have booked and what they are paying for.

   As long as room prices cannot be clearly linked to individual rooms and nights, the new email templates are unfortunately not a viable replacement for the legacy HTML templates.

   From our perspective, this is not an enhancement request but a fundamental requirement for a modern booking confirmation. We hope this can be prioritised in a future release.

   The new Mews Mail Template Editor is a great step forward, and we would very much like to replace our legacy HTML templates with it.

   Unfortunately, the current way prices are presented prevents us from doing so. In its current form, the pricing information lacks the level of transparency guests expect and creates unnecessary confusion. We believe the following improvements are essential.

   1. Display nightly rates

   At present, each room only shows the total accommodation price.

   With dynamic pricing now being the industry standard, nightly rates often vary significantly. Showing only the total amount makes it impossible for guests to understand… more

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8. Allow Ability for Front Facing Camera in Kiosk

   Currently, guests scanning passports/ID need to use the rear camera to capture. However, why can't the same work for the front-facing camera? We use iPads for the Mews Kiosks, and we ideally want to mount these in a way that the rear camera is inaccessible to users i.e. wall mounted. Can we please enable the ability to select the front-facing camera or rear camera in settings for properties to choose?

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9. Please make only one option for upselling

   Now there is the possibility in Mews for upselling, for offering products to customers and for service promotions. This is confusing for those handling the set-up for the online check-in.

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10. Suppress the Booking abandoned email when the guest has already rebooked

    Problem:
    The Booking abandoned email sends even when the guest has already completed a successful booking. The usual cause is a payment retry. A card is declined, the guest immediately books again with a different card, and the first attempt still auto-cancels as abandoned minutes later. The email then tells a confirmed guest to finish booking, and some guests reasonably conclude that the reservation being referenced is the good one they just made.

    A recent example from our property. The first attempt was created at 7:27 PM and payment did not complete. The guest rebooked successfully at 7:33 PM. The first attempt auto-cancelled as abandoned at 7:57 PM, and the email went out at 7:57 PM, twenty-four minutes after she was already confirmed.

    This is not new. A 2022 idea on this forum reports the same pattern, including guests believing the cancellation applies to their new reservation.

    Solution:
    Before sending, check whether the same guest email has a confirmed reservation created after the abandoned attempt. If yes, suppress the send. A time-boxed check, for example any confirmed booking created between the abandoned reservation's creation and the send moment, would cover the payment-retry case without affecting genuine abandoners.

    Please keep the email itself. It is valuable for real abandonment. The ask is only that it stops firing at guests who already recovered on their own.

    Why this matters beyond the guest confusion:

    1. It hits the guests who tried hardest to book, the ones who attempted twice.
    2. It corrupts recovery reporting. Any measurement of what the abandoned email recovers will over-credit it, because payment-retry guests systematically rebook inside the cancellation offset window, before the email exists.
    3. Mews Support confirmed to us that this limitation is one of the reasons the email is disabled by default, and that suppression is not currently on the roadmap. Solving it would let more properties turn the feature on with confidence.

    Problem:
    The Booking abandoned email sends even when the guest has already completed a successful booking. The usual cause is a payment retry. A card is declined, the guest immediately books again with a different card, and the first attempt still auto-cancels as abandoned minutes later. The email then tells a confirmed guest to finish booking, and some guests reasonably conclude that the reservation being referenced is the good one they just made.

    A recent example from our property. The first attempt was created at 7:27 PM and payment did not complete. The guest rebooked successfully at 7:33 PM. The… more

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11. Add information regarding ”why” a member can not be registered

    To improve the member recruitment process in Mews, specifically regarding rejected Loyalty program registrations, I propose implementing more detailed error feedback then a member has been denied Strawberry- membership.

    The current system only indicates that the guest could not be registered for the Loyalty program, and not why it has been denied. But by including specific reasons for rejection, such as "Wrong format on phone number," "Guest is already a member," or "Missing address information," users would gain a clearer understanding of the issue. In this way, it will be easier to fulfil the registration when the user knows why the registration of a new Strawberry member has been denied.

    It would also be more efficient if Mews, somehow, could notify if that type of error/denial has been made, so the user do not have to go back to the guest profile and double check if the registration has gone through.

    This will lead to efficiency in daily work, and complete all the potential registrations 100%.

    To improve the member recruitment process in Mews, specifically regarding rejected Loyalty program registrations, I propose implementing more detailed error feedback then a member has been denied Strawberry- membership.

    The current system only indicates that the guest could not be registered for the Loyalty program, and not why it has been denied. But by including specific reasons for rejection, such as "Wrong format on phone number," "Guest is already a member," or "Missing address information," users would gain a clearer understanding of the issue. In this way, it will be easier to fulfil the registration when the user knows why… more

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12. [email protected]

    Feature Request: Email Draft/Error Notification

    I would like to suggest a new feature.

    Could we add a pop-up notification for emails that have not yet been sent? This would make it immediately visible when an email is still pending and not sended, giving users the opportunity to review and correct any mistakes, such as spelling or grammar errors.

    I believe this would help prevent accidental mistakes and improve the overall quality of outgoing emails.

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13. Remove masked email from guest profile

    Some OTAs, including Expedia, send masked phone numbers such as 1 111 111 1111 to Mews.

    The Kiosk currently accepts these numbers as valid and does not require the guest to update them.

    Please add validation that requires guests to enter a valid phone number when the existing number is masked, incomplete, or clearly invalid.

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14. Adding a "tax-exempt" marker for guests In Austria

    The problem
    In Austria — and likely in other jurisdictions with a local tourist/bed tax — certain guests are exempt from the tax. A common case is business travellers or contract workers who become exempt after a set number of nights (for example, from the 3rd night onward under some municipal rules).

    Today there is no way in Mews to flag a guest or a reservation as tax-exempt on the registration form / guest report. As a result, properties have to report these exemptions to their municipality manually, outside of Mews. This is time-consuming, easy to get wrong, and has to be repeated for every exempt stay.

    The request
    Add an optional "tax-exempt" field (checkbox) that can be set on a guest or reservation and is reflected in the registration form and guest-reporting output, so an exemption is captured at source and flows correctly into the guest/tax report.

    The problem
    In Austria — and likely in other jurisdictions with a local tourist/bed tax — certain guests are exempt from the tax. A common case is business travellers or contract workers who become exempt after a set number of nights (for example, from the 3rd night onward under some municipal rules).

    Today there is no way in Mews to flag a guest or a reservation as tax-exempt on the registration form / guest report. As a result, properties have to report these exemptions to their municipality manually, outside of Mews. This is time-consuming, easy to get wrong, and has… more

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15. Enable Online Check-out for Group Reservations with an Outstanding Balance

    Currently, guests who are part of a group reservation (e.g. a conference or meeting), where the charges are settled later via a master invoice, are unable to use the online check-out feature.

    This functionality should be enabled so that guests staying as part of a group or conference can fully benefit from the online check-out process, even if the reservation still shows an outstanding balance that will be settled through the group's master account.

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16. Customize Booking Engines with different products

    Currently, there is no way to customize different booking engines with different product selections and pricing.

    For example, the default booking engine could show standard products and prices for regular customers, while a travel agent’s booking engine could show products specific to that agent, such as a dinner package with a negotiated seasonal price instead of the regular public price.

    This would make booking engines more flexible and better suited for different sales channels, partners, and customer groups.

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17. Booker confirmation

    Hi Mews team,

    We really appreciate the new email designer, but there is one major limitation with the Booker Confirmation template that makes it difficult to provide a good guest experience.

    Currently, every reservation is rendered as a large card containing:

    Reservation name
    Confirmation number
    Check-in / Check-out cards
    Guest section
    Rate
    Cancellation policy
    Additional details

    This works well for a single reservation, but becomes extremely long when a booker has multiple reservations. A confirmation for 8–10 rooms can easily become dozens of pages long, forcing guests to scroll through repeated information.

    What we would like

    The ability to choose between different reservation layouts, for example:

    Compact list

    10–12 Oct | Deluxe Double | John Smith
    10–12 Oct | Deluxe Double | Jane Smith
    10–12 Oct | Twin Room | Peter Brown

    or

    Dates Room type Guest
    10–12 Oct Deluxe Double John Smith
    10–12 Oct Deluxe Double Jane Smith
    10–12 Oct Twin Room Peter Brown

    This gives guests an immediate overview of all their reservations before they continue reading the rest of the email.

    Alternatively

    If the reservation card remains the default, please allow us to fully customise it by:

    Removing sections such as Rate, Cancellation, or Guests.
    Moving placeholders freely outside the predefined containers.
    Creating additional Reservation Start Date / End Date placeholders.
    Accessing reservation fields (room type, guest name, dates, etc.) inside HTML blocks.
    Using loops with reservation-level placeholders so we can build our own compact layouts.
    Why this matters

    Most guests simply want to verify:

    Which dates they booked
    Which room type
    Which guest each reservation belongs to

    The current layout prioritises visual design over readability, especially for bookers managing multiple reservations.

    Providing a compact reservation summary or exposing reservation placeholders for custom layouts would greatly improve the usability of Booker Confirmation emails while reducing email length.

    Thank you for considering this enhancement.

    Hi Mews team,

    We really appreciate the new email designer, but there is one major limitation with the Booker Confirmation template that makes it difficult to provide a good guest experience.

    Currently, every reservation is rendered as a large card containing:

    Reservation name
    Confirmation number
    Check-in / Check-out cards
    Guest section
    Rate
    Cancellation policy
    Additional details

    This works well for a single reservation, but becomes extremely long when a booker has multiple reservations. A confirmation for 8–10 rooms can easily become dozens of pages long, forcing guests to scroll through repeated information.

    What we would like

    The ability to choose… more

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18. Enhance Guest Profile "Total Spent" Insight to Reflect Revenue Corrections and Refunds

    Current Behavior

    • Total Spent is based on historically consumed and closed items.
    • The value remains unchanged after refunds, rebates, write-offs, or revenue corrections.
    • There is no visual indication that part or all of the revenue contributing to the metric has since been adjusted.
    • Users may incorrectly interpret the figure as a net lifetime spend amount.

    Impact

    • Guest lifetime value can appear artificially inflated.
    • Staff may make business decisions based on inaccurate assumptions about guest spending history.
    • Support teams frequently need to explain why the displayed value does not align with accounting reality.
    • Reduced trust in profile insights when financial corrections are not reflected.

    Proposed Solutions

    Option 1 (Preferred): Net Lifetime Spend Calculation

    • Update the Total Spent metric to reflect net revenue after refunds, rebates, and accounting corrections.

    Example:

    Original consumed revenue: $7,945
    Later refunded revenue: $7,945
    Updated Total Spent: $0

    This would provide a more accurate representation of the guest's actual financial contribution.

    Option 2: Add Adjustment Indicator

    If the historical value must remain unchanged for reporting consistency:

    • Retain the current Total Spent calculation.
    • Display a warning icon, information badge, or tooltip when adjustments exist.

    Tooltip example:

    "This value reflects historical consumed revenue. Subsequent refunds, rebates, write-offs, or accounting corrections have been applied and may affect the guest's net revenue."

    Option 3: Show Both Metrics

    Provide two separate insights:

    • Historical Spend: Total value of consumed services.
    • Net Spend: Historical spend adjusted for refunds and revenue corrections.

    This approach offers complete transparency while preserving historical reporting.

    Requested Outcome

    Either:

    • Recalculate Total Spent to account for refunds and revenue corrections; or
    • Clearly indicate when post-consumption adjustments exist and provide visibility into their impact on the displayed metric.

    Current Behavior

    • Total Spent is based on historically consumed and closed items.
    • The value remains unchanged after refunds, rebates, write-offs, or revenue corrections.
    • There is no visual indication that part or all of the revenue contributing to the metric has since been adjusted.
    • Users may incorrectly interpret the figure as a net lifetime spend amount.

    Impact

    • Guest lifetime value can appear artificially inflated.
    • Staff may make business decisions based on inaccurate assumptions about guest spending history.
    • Support teams frequently need to explain why the displayed value does not align with accounting reality.
    • Reduced trust in profile insights when financial corrections… more
    1 vote

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19. Add missing email templates to existing emails like "Provide payment method"

    Unless I am mistaken, There is no email template for the official email "Provide payment method" that is sent from the Guest profile / Payment / Method section with Create new Method / Send demand to guest button.

    The need is to be able to customize the email.

    The same goes to the "request a pre-authorisation". Email template seems to be missing from the email template list as well.

    1 vote

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20. Booking engine search from space category

    During holiday periods, guests are often more flexible with their travel dates, especially when availability is limited or when they are looking for a specific type of stay.

    It would therefore be very useful if the booking engine allowed guests to search directly within specific space categories, rather than only performing a general availability search across the entire property.

    At the moment, the only way for a guest to find availability for a particular space category is through trial and error by changing dates manually, or by contacting the property directly. This creates unnecessary friction in the booking flow and may result in lost bookings, even though suitable availability might exist on nearby dates.

    During holiday periods, guests are often more flexible with their travel dates, especially when availability is limited or when they are looking for a specific type of stay.

    It would therefore be very useful if the booking engine allowed guests to search directly within specific space categories, rather than only performing a general availability search across the entire property.

    At the moment, the only way for a guest to find availability for a particular space category is through trial and error by changing dates manually, or by contacting the property directly. This creates unnecessary friction in the booking flow and… more

    1 vote

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