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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
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Guest Experience

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794 results found

  1. If a company has more than one employee working from the same emaill address Mews will not allow us to create them as a guest/booker as the email address already exists. Can you create an option to override this?

    4 votes

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  2. Could we also have dining options in rates setup, so that guests (and staff within comander) can choose from options like with / without breakfast / full board / half board to select rates? (of course with nice labels attached 😉 )

    For us, or in most city settings I believe, the major rate differentiations are non-ref vs. free cancellation and with vs. without breakfast ? Right?

    Also, the rate group system could be facilitated to achieve this. Once cancellation policies can be set at rate level, Rate Groups could be used to group board options together (all rates with…

    1 vote

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  3. Wenn über die Buchungsmaske eine Reservierung gemacht wird, und der Gast bucht einen Blumenstrauß, Massagen oder E-Bikes, dann sollte eine Aufgabe erstellt werden.
    Vielen DANK :-)

    2 votes

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    1. Handling of VIP's - being able to pull up a report of only Arrivals
      with certain Customer Classifications (mulitple-select-drop-down in
      reservation report with Customer Classification filter like Segments filter). Also being able to pull this via a Report like the Guest in house report.

    2. Disabled classification needs to be part of the Guests in House report
      for emergencies.

    3. Customer Classifications need to be a filtered in the Space status report for
      Housekeeping to identify special requirement rooms

    33 votes

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  4. We use the passport scanner / ID scanner when we check our guests in at our hotel, it makes the check-in process so much easier for us and the guests. When we started using the scanner, the German ID cards worked the best, but now they don't work at all and the scanner just keeps loading.
    Please fix this soon.

    3 votes

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    0 comments  ·  Kiosk  ·  Admin →
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  5. New Cancellation Tags Are confusing because they adjust dynamically based on the rate rules. What would be more useful is to be able to create a set of key tags that we can generate as the business to display on the room cards or rates when you have the selection of spaces. This would allow customers to make quicker choices and saving calling to understand what the room includes. Example tags for the room could be 'Hot Tub', or 'Has Lake View' or 'Includes Complimentary Minibar' or if these tags are applied at rate level then 'Non Refundable' or '50%…

    1 vote

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  6. It would be great if we could choose the scheduling of the templates to the times we want. For example, Before Start email is 2 days in advance and we would like to have it 5 days in advance.
    At the moment this is set up by MEWS and can not be changed!

    33 votes

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  7. To customize the guest journey for distribution partners, we would LOVE to see the ability to customize background images for individual booking engines for accommodations as well as for availability blocks. Not only will examples of this experience help get distribution partnerships over the finish line, but it will also create a custom and personalized experience for the relevant guests. Furthemore, it creates numerous opportunities for cobranding.

    4 votes

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  8. Add a new “CORPO” classification type to optimize the identification of our Corporate customers individually.

    1 vote

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  9. Please sync Mews notes to Enso without changing the reservation details. It seems redundant to change the reservation details every time I need the notes updated on a different platform. Thank you!

    1 vote

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  10. It would be great if the kiosk could be configured to not allow check-ins before the arrival time as configured in Stay settings.

    Currently guests can check in using the kiosk at any time, so long as the room is set to inspected. We would prefer it if guests attempting to check using the kiosk in before the set arrival time were directed to the reception desk. I think this is how the kiosk used to function before the recent major update.

    1 vote

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    0 comments  ·  Kiosk  ·  Admin →
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  11. When a family is booking online, the booking engine doesn’t currently cater for validate the age of guests within a room. This creates invalid reservations with children and/or babies staying alone in a room. This requires a solution I believe.

    5 votes

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  12. Have the ability to hide rates for the online check-in. This is required for agents (wholesale) or some OTAs (packaged rates) where the rates should not be communicated to the guests.
    This should be part of the rate configuration and also affect rate display on the confirmation emails.

    10 votes

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  13. It would be great to be able to
    - setup public promotions / special offer campaigns like you can do on booking.com or expedia. Setup a special offer as a percentage or fixed amount discount based upon (a selection of) existing public rate, possibly with restrictions in terms of booking window and/or travel window, etc..
    - setup private discounts on (a selection of) existing rates with a promo code, for example a code returning guets can enter in the booking engine to access a returning booker discount on all rates ,...
    - above offers/discounts shall be also available for staff…

    7 votes

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  14. It would be idea to have guest arrival flight details and departure flight details in the reservation dashboard where the check in time is. Other PMS systems do have this option. We offer airport pickup and drop off so being able to generate a report with this information will be useful.

    2 votes

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  15. Ability to enter centrally stored common company email footer (HTML snippet) to be attached to all email templates, without having to add (and maintain if changes occur) it individually to each template by hand.

    4 votes

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  16. In an Enterprise environment with multiple properties, the BE should offer an alternative property if the selected property is not available. Thus offering the possibility to cross-sell rather than lose the booking.

    1 vote

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  17. It would make more sense if guests could fill in all the details that are needed in the registration form during the process of creating their booking on the website, instead of by online check-in form 48 hours before check-in. This way, you will have 100% online check-in guaranteed for direct bookings.

    9 votes

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    Thank you for submitting your idea Anouk! I'm Olivia from the Mews product team. I have updated your request and set it as one to be upvoted by the Mews Community.

    I am also curious about your perspective on how that could impact the conversion? If we make the booking process more complex by asking for more information, isn't that a risk that more guests would abandon before completing the purchase?


    Remember you can share a link to your request so that your colleagues can also upvote your suggestion.

  18. The main guest should be able to invite a companion to complete Online check in regardless of whether it is required or not for the property's legal environment.

    This will allow properties who currently don't have this option to have a better check in experience for both guests staying on the reservation.

    9 votes

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    Hello from the Mews product team. Thank you for your suggestion, we have updated your request and set it as one to be upvoted by the Mews Community. Remember you can share a link to your request so that your colleagues can also upvote your suggestion.

  19. Let me give you an example to explain my problem : Let's assume we are only open on friday night and saturday night. If a client wants to book a 2 nights journey from friday to sunday, the first picture of the booking engine calendar seen by the client shows the day of friday and saturday in black colours but the day of sunday is greyed out. It's only when the client click on the day of friday that sunday will become black but a lot of clients don't even go to this step and call me saying that they…

    1 vote

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