Skip to content

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

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

146 results found

  1. Adding date of birth by a guest is not very intuitive at the moment. Almost every guest is taking quite some time to figure it out. So request to make this filling in more logical and intuitive.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team. We are so pleased to let you know that your feature request has been released. Users are now able to type dates into relevant fields on the Kiosk. Thank you again for sharing your idea!

  2. Would be helpful to assist in selecting correct TA profile when multiple exist with the same address. Would be great to be able to locate a profile, in the PMS search bar, by IATA number

    9 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  0 comments  ·  Guest profile  ·  Admin →
  3. When looking for a name in the search bar, the results are shown in alphabetical order. It would be way more convenient if the client profiles where sorted by closest reservation in time.
    That way, when typing "Smith", you'll first get Mr Smith that has a reservation tomorrow or Mr Smith that just left last week-end and not Adam Smith from 4 years ago.

    21 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

  4. Guest language in de reservation summary

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

  5. As it seems, the QR code is only readable from Ipones (IOS) and not readable on Androids at the moment. Since Android still has a huge marketshare, this would be a big improvement for guests and hosts.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Kiosk  ·  Admin →

    Hello from the Mews product team.

    We have marked this request as ‘released’ as the Mews Kiosk can read QR codes from Android devices.

    Thank you again for sharing your feedback with us!

  6. Set the “email” field of a booking as mandatory in the customer profile. This information is extremely important in terms of customer interaction. Moreover a customer will be more willing to change an email address created by Booking or Expedia into its own personal email address.

    12 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Hi,

    I'm Olivia from the Product team at Mews.

    We already have a functionality in place to collect "real" email addresses from guests who have booked through an OTA, as part of the online check-in flow.

    I would recommend to check the following article in our Help Centre for more details: "Obtaining verified guest email addresses from Online Travel Agency bookings during online check-in".

    Thank you for your feedback!

  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    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!

  8. I think it would be ideal (and something seen in many other kiosks) that a in-house guest could recut his/her key in the kiosk if they have lost it. This would mean that the kiosk have three function 1. Check in 2. Check out 3. recut keys if lost. Thanks

    20 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  1 comment  ·  Kiosk  ·  Admin →
  9. The software in Mews that reads ID data works much better than the one that does the same work in the kiosk app. In the kiosk app you have to enter some of the data manually, which is not necessary when scanning ID in Mews. The only problem with scanning the ID in Mews is that the system cannot find the camera it needs right away.

    5 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Kiosk  ·  Admin →
  10. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    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!

  11. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  0 comments  ·  Guest portal  ·  Admin →
  12. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

  13. Digital signature for registration cards in the main Mews system.

    Kiosks or pre-arrival is great, but this feature is really needed in all devices. Our teams are equipped with ipads and MS Surface laptops. For them not having this feature and having to drag the guest to the kiosk does not gives the right impression. Especially for guests who failed to check in at kiosk for whatever reason.

    8 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Hello from the Mews product team,


    We are so pleased to let you know that your feature request has been released. Thank you again for sharing your idea!


    Kind regards,

    The Mews Team

  14. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  Jan Pulkrábek responded

    Hello,


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


    Regards,


    Mews team

  15. please add an overbooking filter in the reservation report. So you can find these unallocated bookings easier and quicker

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Hi Nick,

    Thank you for sharing your feedback with us. Did you know that because overbooking’s have not been allocated to a specific space you can find them in the reservations report by grouping by space?

    There is a recorded overview of exactly how you can use this functionality in the link below:

    https://vimeo.com/454084221

  16. At the moment the SC number is posted at the IATA field which is incorrect.
    Please create a new field for the SC number and include it into the reporting.

    The SC number is the international ID for companies within Accor and helps to ensure to have the correct company profile selected.

    This "little" change would effect allot and would be highly appreciated not only from MOA Berlin but all Accor hotels using MEWS worldwide.

    Thank you in advance.
    Best
    Mariusz

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  0 comments  ·  Guest profile  ·  Admin →
  17. Hello,

    the name "begleiter" is a confusing translation. It should actually be called guest name!!! In addition, the name (Kunde) customer is sometimes confused with campanion ("begleiter").

    Under group details all "guest"/ companion names" are listed. But above it sais "Customer/Kunde".

    Underneath all rooms are listed, but with the name of the customer not with the actual guest names..
    it is very confusing.

    Translated with www.DeepL.com/Translator (free version)

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Hello from the Mews product team.


    We are so pleased to let you know that your feature request has been released. All translations described have now been resolved. Should you encounter any other issues, please do let us know and we will address them.


    Thank you again for sharing your idea!

  18. 99% of guests in the US and Canada do not travel with their passport. Therefore Mews ID scanner doesn't work in this region. Properties are looking for ways to automate their check-in and checking ID/Driver's License is absolutely crucial.

    Scanning IDs and DLs is a needed feature in North America.

    Properties should also be able to make this a mandatory step if a guest wants to check in on a kiosk.

    32 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Kiosk  ·  Admin →
  19. the property "The Olive boutique and spa" was thinking about uploading a video/GIF in the booking engine to show the customers more about the space. I found it interesting as we are striving to increase the Mews Booking Engine and therefore, the merchant usage.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    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!

  20. On Google's paid networks: Search, Display and YouTube and I want to track conversions (e.g., which ads convert into confirmed bookings).

    A better approach to tags is allowing placement of Google Ads' conversion tracking code directly into Mews: 1) Booking confirmation page, and 2) Newsletter sign-up confirmation page.

    Beyond sales, tracking conversions for newsletter sign up is necessary too. For example, I can predict how much it will cost me to generate X amount of newsletter sign-ups with enough historical data. If my historical average is $3 per newsletter sign-up over 12 months, I know it will cost me about $1,000 to…

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    released  ·  Aneta responded

    Hello from the Mews product team,

    Thank you for your suggestion, Google Ads conversion tracking can be enabled through Google Tag Manager.

    You can install conversion tracking tag by following this guide: https://support.google.com/google-ads/answer/6095821?hl=en
    (“Option 2: Use Google Tag Manager” section)

    Read how to enable Google Tag manager for your Mews booking engine: https://mews-systems.gitbook.io/distributor-guide/distributor-widget/integrations

    I hope that helps.
    Have a great day,
    Aneta

  • Don't see your idea?