921 results found

1. notes based on ratecode or product

   It would be nice to automatically set up notes in a reservationbased on ratecodes for example if an HB ratecode is booked that the note is added to ask for reservation time. Or if an product (ticket for event) is booked more information needs to be asked upon check in.

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2. Share Digital Keys with Companions

   Guests should be able to easily share Apple Wallet or Google Wallet digital key access with other guests on the same reservation.

   We’re finding this is a common frustration for couples, where both guests expect to have their own key. Requiring this to be set up during online check-in is too restrictive.

   Please make digital key sharing simple and available at any point during the stay .

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3. Product per periode

   Het zou leuk zijn wanneer producten per weekend te boeken zijn, zoals bijvoorbeeld een valentijnspakket of een product dat alleen beschikbaar is in de kerstvakantie zonder dat er dan een nieuw arrangement voor moet worden aangemaakt.

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4. Guest portal notifications: Guest Messenger

   When a message is sent via property to a guest using the "Guest Portal" in the new Guest Messenger area, the guest receives no notification a message is waiting for them. This causes the message to be missed and defeats the purpose of this platform. It ONLY works if the guest is currently in their portal or following up on a previous enquiry that they see/read the message. It would be great to send an email to the guest if they do not read the message after a certain time so properties have confidence messages are being seen by guests.

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5. facture copie

   Bonjour, nous souhaiterions recevoir le double de la facture proforma automatiquement sur notre adresse mail. En pdf de préférence. Plutôt que d'avoir à nous ajouter manuellement dans la facturation. Notre ancien logiciel le faisait et nous souhaiterions retrouver cette option. Merci par avance.

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6. Automatic check-in only for the guests who have completed the online check-in form

   We would like to have a solution for the automatic check-in from MEWS as follows:
   
   For guests who have completed online check-in, Mews will automatically check in the unit.
   For guests, who have not done the online check-in, have to do it in kiosk upon arrival.
   At the moment we have a lot of guest communication and misunderstanding, why it is not possible to check-in in kiosk after set arrival time (in our case 3PM).
   Thanks!

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7. Allow guests to join a hotel's loyalty programme during online check-in and kiosk check-in

   Hotels currently miss a valuable opportunity to enrol guests into their loyalty programme during the digital check-in journey, particularly guests who booked through an OTA or have little interaction with reception staff.

   As Online Check-in, Kiosk and Digital Keys become more widely used, hotels and motels are also losing one of the traditional front-desk touchpoints where staff would naturally recognise existing members, explain loyalty benefits and encourage non-members to join.

   It would be great if Mews Online Check-in and Kiosk could include an optional, configurable loyalty recognition and enrolment step.

   Suggested guest flow

   Guest starts Online Check-in / Kiosk

   ↓

   Mews checks the guest profile and connected loyalty programme

   ↓

   Is the guest already a member?

   YES → Existing member

   ✅ Welcome back, [First name]!
   Thanks for being a [Loyalty Programme] member.

   Mews recognises the membership, confirms it is linked to the reservation and continues the check-in journey.

   NO → Not currently a member

   Mews displays a configurable introduction to the hotel's loyalty programme, for example:

   Join [Hotel / Loyalty Programme]

   • Member-only rates
   • Earn points or rewards
   • Exclusive offers
   • Recognition on future stays
   • Other programme-specific benefits

   The hotel could configure the wording and key benefits, followed by a clear, marketing-compliant call to action:

   [Join now]
   [No thanks]

   ↓

   Guest selects Join now

   Where an integration with the loyalty programme exists, Mews could use the guest information already collected during check-in to complete the enrolment, together with any required programme terms and marketing consents.

   ↓

   ✅ You're now a member

   The new loyalty number is automatically written back to the guest profile and reservation, and the guest continues through check-in without staff intervention.

   Why this would be valuable

   This would turn Online Check-in and Kiosk into a much stronger loyalty acquisition and recognition channel.

   It would be particularly valuable for OTA guests, giving hotels an opportunity to establish a direct relationship with the guest during their stay and potentially encourage future direct bookings.

   It would also improve the experience for existing members by recognising them automatically rather than presenting them with an irrelevant invitation to join a programme they already belong to.

   Ideally, this could support different hotel and brand loyalty programmes through Mews integrations/API rather than being tied to one particular programme.

   In simple terms:

   Recognise existing members → Thank them for returning → Offer enrolment to non-members → Self-enrol → Automatically update Mews

   This would help replace a valuable front-desk touchpoint that is increasingly being lost through digital check-in and digital keys, while keeping the guest journey quick, personalised and completely optional.

   Hotels currently miss a valuable opportunity to enrol guests into their loyalty programme during the digital check-in journey, particularly guests who booked through an OTA or have little interaction with reception staff.

   As Online Check-in, Kiosk and Digital Keys become more widely used, hotels and motels are also losing one of the traditional front-desk touchpoints where staff would naturally recognise existing members, explain loyalty benefits and encourage non-members to join.

   It would be great if Mews Online Check-in and Kiosk could include an optional, configurable loyalty recognition and enrolment step.

   Suggested guest flow

   Guest starts Online Check-in / Kiosk

   … more

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8. Valet

   Kunna ha Valet där gästen endast kan boka de tiderna vi lägger in och inte kunna boka när som helst på dygnet.

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9. Improve Group Rooming List functionality

   Add a Nationality dropdown, similar to the Gender dropdown or an autofill - people are skipping this detail as they don't know the 2-country code.

   Allow an updated Rooming List to overwrite/re-upload the existing rooming list rather than manually changing each guest.

   For group bookings, the downloaded Rooming List should keep the Role column as “Guest” for all rooms/beds, rather than defaulting everyone to “Owner”. This avoids having to manually change each row back to “Guest” to ensure the existing room/reservation names remain unchanged.

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10. 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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11. 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

    5 votes

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12. 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

    3 votes

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13. 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

    3 votes

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14. 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

    1 vote

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15. 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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16. 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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17. 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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18. 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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19. 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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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Edit…  ·  Delete…  ·  Admin →
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20. 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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    idea to upvote  ·  0 comments  ·  Guest profile  ·  Delete…  ·  Admin →
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