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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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36 results found

  1. To have the possibility to make fields in the online check in Mandatory, as those are based on the legal requirement for our legal environment.
    A lot of municipals in the Netherlands are obligating the hotels to keep more records of the guests. Like document number and the fellow travelers.
    Now we have to manuelly fill this in when customer is at the reception. However, we can try to shortner this process, when we can make these fields mandotory to be filled in by the online check in. Save us, and the customer lots of time.

    12 votes

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    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://releases.mews.com/en/customize-your-online-check-in-form-for-faster-frictionless-check_ins-xnTylJCp. Thank you again for sharing your idea!

  2. I understand how nice it is to collect more email addresses from guests, but the workflow to add companions during the online check-in process is causing most guests to not finish it.

    We (in Austria) require a name, nationality and date of birth of every companion.

    During the process, the main booker fills out his/her details, which is working very smoothly. Then the guest is asked to add companions. The guest can add a name and an email address for the companions, who then have to perform a seperate check-in process. This often does not happen, as the guest feels…

    55 votes

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    Hi


    I'm Olivia from the Product team at Mews.

    It is possible for the main guest to fill the details on behalf of their companions instead of inviting them by email.

    You can find more details in our Help Centre, look for the article " The online check-in journey in the Guest Portal"



    Note that companion details are only collected if they are legally required though, if you'd like to collect them in any case, you can add your votes to a different idea: https://feedback.mews.com/forums/955598-guest-experience/suggestions/47561279-invite-companion-via-online-check-in-regardless-of.


    Thank you for your feedback

  3. Can we please have the nationality question removed when a guest is making an online reservation? We've had multiple guest complaints regarding this. We appreciate your help!

    1 vote

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    1 comment  ·  Guest portal  ·  Admin →

    Hi,

    I'm Olivia from the Mews Product team.

    This is something you can configure for your property.

    You can find more details in our Help Centre, see "Customize your kiosk and online check-in with the Check in form" article. Thank you for your feedback.


  4. When guests add a product during online check-in a task is created, we would like to be able to select whether the task creates or not and have the option to disable this automatic task from creating.

    8 votes

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    released  ·  Paul Azzopardi responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://releases.mews.com/en. Thank you again for sharing your idea!

  5. Online check-out rules to be changed to allow higher adoption rates:

    • Allow hotels to set time for 'online check-out invitation' email

    Currently online check-out is sent at 17h00 on the day before check-out. Guests arriving after 17h00 (majority in many corporate destinations) and only staying 1 night don't receive the email invite due to this fixed time

    • Allow guest profiles with "company" attached to their profile to check-out online. Currently not possible according to your team due to strict taxation rules? I don't see why this should be a problem. And it's specifically "corporate guests" who want to avoid lines…
    3 votes

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    released  ·  Jan Pulkrábek responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://www.mews.li/app/release-notes. Thank you again for sharing your idea!

  6. Online check-out emails are currently sent at 5pm day before arrival. For properties with high focus on a relaxed luxury experience this has caused negative guest reactions. Ex a guests checks-in at 4.30pm, for a 1 night getaway and on their way to the spa 30min later they get a an email prompting online check-out. Whilst it may seem efficient it might not be a relaxing guest experience. In addition, properties with a high capture rate for dinner would not want to push their guest to take actions before dinner charges has been added to the bill. The ability to…

    12 votes

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    released  ·  Jan Pulkrábek responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://www.mews.li/app/release-notes. Thank you again for sharing your idea!

  7. Under Internals there is currently only one Classification to select and that is 'Loyalty program'.

    This is too generic, and doesn't indicate which program the member belongs to (Accor has three distinct loyalty programs) as well as which membership tier or level the guest is currently at (are they entry-level or a mega VIP platinum or diamond member)?

    I would like to recommend that on the Profile screen that Files and Merge be moved down and a dedicated section for Loyalty be added, that can be fully customisable to the hotel's needs. This way we can have all programs and…

    11 votes

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    released  ·  0 comments  ·  Guest portal  ·  Admin →
  8. Currently customer added email can be disabled only in GA, for all guest. If a property is using a third party integration for guest journey (for certain guests), it would create duplicate emails and guest will receive too many mails.
    Would it be feasible to decide for each reservation if customer added email should be sent?

    3 votes

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  9. It would be very helpful if there would be a feature where the guests get a reminder on the day of their departure or the evening before with all extras or other services that still have to be paid. Then a button could be created on which the guests click and enter their payment information and thus pay all outstanding amounts and this would then have to be imported directly into the PMS via a two-way interface.

    1 vote

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    released  ·  Jan Pulkrábek responded

    Hello,


    this is part of Online Check out functionality which we alrleady provide.


    Regards,


    Mews team

  10. Hey, I was thinking it would be cool if there is an online check-out option for guests who are in a hurry- just in case the queue is longer at some times- they could check themselves out via the plattform with which they booked and put in the keycard in a machine (like a ticket machine). To avoid people leaving without paying open bills, the machine could decline the keycard with a loud noise and inform us at the reception. I know that this might seem too good to be true and not manageable but I have actually been to…

    1 vote

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    released  ·  Aneta responded

    Hi Mewsers,
    we already offer the online check-out to guests who are in hurry and who want to skip the queue at the reception.

    Guests can do the online check-out from their phone, tablet, or laptop. In case there are some unpaid bills they are required to pay for them, they can add their billing details or claim items from minibar if your property have any.
    https://help.mews.com/en/articles/4245851-what-is-online-check-out

    Try it out! Guests love it!
    Check-out is also coming to the Operator, soon, so stay tuned! :-)

    Have a great day,
    Aneta

  11. On the body of the email the guest receives, it would be good to change the signature line in the email. We would like to change “The Mews Team” to “AutoCamp Russian River”. Our guests don't know who "The Mews Team" is and it should default to the property name.

    2 votes

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    released  ·  Aneta responded

    Hi Robert,
    thanks for your input. That makes sense! We put the property name to the signature. It should appear in production in the upcoming days.

    Have a great day,
    Aneta

  12. The ability to chose at what time the emails are sent.
    e.g. online check out invitation

    21 votes

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    released  ·  Jan Pulkrábek responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://www.mews.li/app/release-notes. Thank you again for sharing your idea!

  13. As the 'Mail Templates' section is already limited, a lot of HTML and other code is needed for the formatting of emails. Please give us the option within the Mail Templates section to send a test email to a custom email address.

    118 votes

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    released  ·  Jan Pulkrábek responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://releases.mews.com/en. Thank you again for sharing your idea!


    Now you can actually see all the preview of emails within the customization of emails.

  14. If you have the before start template set-up, this is triggered to be send 48h prior to arrival. However, if guests make a reservation 24h in advance, this template will not be send. It would be better if this template is send to all new reservation made within the 48h window as well. Because it is not logical that only guests who booked earlier in advance receive necessary information for their stay.

    14 votes

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    1 comment  ·  Guest portal  ·  Admin →
    released  ·  Jan Pulkrábek responded

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Please check out our release notes - https://releases.mews.com/en. Thank you again for sharing your idea!

  15. Regarding the contactless check-out: please make sure the guest do NOT have to pay for himself when booking va OTAs whenever the VCC details are not available / payment not taken as it does not make sense and create complains

    3 votes

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    released  ·  Aneta responded

    Hi Mewsers!
    Thank you for your input. We have updated the online check-out flow for guests with remaining balance on VCC.

    Guests with remaining balance on virtual credit card AND items to be paid upon check-out won’t be able to pay during the online check-out and they will be send to reception.

    They will still be able to review their bill in advance and add minibar items (if you have minibar) but they won’t be able to pay with their card, neither with VCC. Guests who has nothing to pay during online check-out can finish the online check-out even though their VCC is not fully charged.

    We are closely monitoring the occurrence of cases who cannot proceed via flow. So far it’s very low (2 out of 500 people). In case the occurrence will increase we will come up with more comprehensive solution.

    At the moment I suggest…

  16. It is not mandatory for many countries to have guests fill out "Identity documents". This is also the case for our hotel in Norway.

    Plus we want to make it as easy and fast as possible for our guests to complete the online check-in.

    Would therefore appreciate if it could be optional to fill out "Identity document" in the online check-in.

    5 votes

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  17. It would be great if it would be possible to change the check in message manually:

    After self check in the text shows:
    „Don´t forget, your keys are on the reception“…
    During Corona times many guest do not get their ke
    ys at the reception. Thats why the hotel needs to change this message.

    4 votes

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    released  ·  Aneta responded

    Hi Mewsers,
    Good news! We just released this feature. You can now configure the custom online check-in instructions.

    How to do it?
    Go to Settings > Services > Stay > Options and look for “Check-in instructions” field.

    Insert plain text – do not use HTML tags.
    Custom check-in instruction appear at the end of the online check-in flow.

    Have a great day,
    Aneta

  18. It would be great if the standalone QR code would be visible in the Before Start e-mail as well in addition to the apple wallet option so that the android users could check in more easily in the Operator kiosk as well.

    8 votes

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    1 comment  ·  Guest portal  ·  Admin →
  19. When updating the profile information in the Navigator. The guest is required to add their passport or ID. If they select ID, and do not choose the issuing country. Mews requests that they input the expiration date. In South Africa, the ID does not have an expiration date. Can we make the issuing country a mandatory field, so that the guest cannot miss this field?

    7 votes

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    released  ·  Aneta responded

    Hi Mewsers!
    Good news! From now on, we are requiring the issuing country for documents in South Africa. If the issuing country is Soth Africa, the expiration date is not required.

    Have a great day,
    Aneta

  20. At the moment is missing online check-out. If the customer leaves, there should go a notification for housekeeping, that room is available and cleanable.

    8 votes

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    released  ·  Aneta responded

    Yay! Online check-out is released.

    Learn, how it works from Mews university video:
    https://vimeo.com/399601559

    Learn, how to set it up:
    - Mews Uni video: https://vimeo.com/399321456
    - guide: https://help.mews.com/hc/en-us/articles/360006518158-Set-up-online-check-out

    Even-though it’s released, we are still improving the feature based on your feedback shared through our feedback portal. Currently, the online check-out is not available in France, Portugal, Italy and Spain yet. But we are currently working on enabling the feature in these countries as well.

    Have a great day,
    Aneta
    Product Manager for Navigator

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