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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:

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Guest Experience

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84 results found

  1. Customizable Online Check-in requirements

    As many guests utilize online check-in before arrival, it is currently designed to ask for only legally required details as part of the form. Many properties, however, would prefer to collect specific pieces of data that may not be included as part of that legal obligation. For this reason, implementing optional or customizable fields for online check-in would help properties to prioritize the data that is valuable to them.

    373 votes

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    34 comments  ·  Guest portal  ·  Admin →
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    on the roadmap  ·  Adminjames.taylor (Admin, MEWS) responded

    Hi everyone, we know this idea was logged a long time ago and we thank you for the feedback and ideas about how to improve the system. We do keep an eye on these requests and how they're progressing and we recognise we have room to improve in terms of providing feedback.


    This idea has become a large group of different requests, so I want to clarify the intention and progress related to this. Please do reply and comment as necessary.


    We have previously made progress towards a big part of the original intent of this idea by introducing a 'Check in form' configuration in Mews Operations. You can find more details on this in our help guides here. We are not yet marking this as complete until we deliver some further enhancements to which guests the data can be configured for. We plan to share more on this…

  2. Modify or cancel bookings online

    Allow guest to modify or cancel the booking in Guest portal

    188 votes

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    idea to upvote  ·  19 comments  ·  Guest portal  ·  Admin →
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  3. Collect business address / billing address

    during check in (at reception, kiosk or online) or online check-out there need to be the option to fill in the business address.
    At the moment there is only the possibility to add the personal address.
    (online and at Kiosk this could be an option which is available regarding the purpose of stay - available if business)

    179 votes

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    20 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  Adminjames.taylor (Admin, MEWS) responded
    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.

  4. Upselling during the Guest Journey

    Create an option to upsell guests with add-ons, products, services and room upgrades during the guest journey.

    Guests should be able to book additional services, products even after they create their booking.

    166 votes

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    on the roadmap  ·  8 comments  ·  Guest portal  ·  Admin →
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  5. Add neutral gender in online check-in

    Is there a possibility to modify the online check in somehow? We got a feedback from one guest that it would be nice to have a possibility to choose gender neutral as a sex and not only male and female. Or can we get the sex question off somehow? Thanks for the help!

    132 votes

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    18 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminSasha Collecutt (Admin, MEWS) responded

    Hello all,


    This status update is part of our ongoing work to simplify and streamline how our UserVoice feedback forum operates. We are reducing the number of statuses to two (Idea to Upvote + Released) to help manage expectations about where each idea stands and to minimize the number of status updates required from our product teams. Our product team reviews everything you share, and we might reach out for more info if we need it. 


    Thanks for your patience as we work to bring your ideas to life! You can learn more about the changes coming to UserVoice from this post in the Mews Community.

  6. Introduce a configuration whether to request Credit card details during online check-in

    Guest are currently required to insert payment card during online check-in. This sometimes causes problems with double-charges in case the guest's reservation is prepaid by agency and staff latter on accidentally charges the guest card for stay. It also raises questions and mistrust of guests for online check-in and prevents them from finishing it.

    Another case:

    If "mandatory credit card" rules could be based on ratecode or rate category.
    When we have a guest that is staying complimentary/using a gift voucher or company is paying, that guest is currently still required to enter their creditcard details as part of the…

    128 votes

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    idea to upvote  ·  20 comments  ·  Guest portal  ·  Admin →
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  7. Include Mews ID Scanner in Navigator

    Allow clients to scan their ID or Passport from Mews Navigator to make the Online Check-In experience even better.

    97 votes

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    idea to upvote  ·  8 comments  ·  Guest portal  ·  Admin →
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  8. Guest Portal: Visual customization

    Question: online check-in.

    Can a different background be placed per hotel there?Now guests see large buildings. This has nothing to do with our company!

    82 votes

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    idea to upvote  ·  6 comments  ·  Guest portal  ·  Admin →
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  9. An optional booking to be confirmed only with a credit card

    At the moment when an optional reservation is made for a guest manually, the guest will receive an email from MEWS and they can just click on Confirm or Cancel.

    When they Click on Confirm the optional reservation is immediately confirmed in MEWS but no credit card details are requested to guarantee the reservation.

    We want the system to only give the guest the possibility to Confirm the reservation once they have inserted their credit card details first.

    Thank you !

    68 votes

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    16 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  Jan Pulkrábek responded
    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.

  10. Stop online check in for under aged guests

    We're facing difficulties in some properties where under aged guests are checking in online. There should be a way to stop those online check in. At the moment they could just pick up the key on the operator kiosk and go to the room. Therefore we would accommodate them, without knowing they are under the allowed age, which is against the law. We do have the responsibility to control the age of the guest. This already happened and cause complains and frustrations on hotel and guest side.

    57 votes

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    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  11. Online Check out available for all reservations

    Hi Mews Team,

    the online check out function is yet not available for all reservations. For example it is not possible to use the check out online for company reservations. We need this function available for all reservations.

    1. Enable online checkout for all reservations
    2. Guest need to change their billing adress during online check out. This is absolutely essential the prevent going customers to front office to change their company adress.
    3. The process must be easy and quick

    Thanks
    Linus

    32 votes

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    1 comment  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminOlivia Dingreville (Admin, MEWS) responded

    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.


  12. Ask for arrival time during online Check-In

    Ask for arrival time during online Check-In

    26 votes

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    2 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminOlivia Dingreville (Admin, MEWS) responded

    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.

  13. Navigator -> fully functional concierge

    Turn navigator in a complete concierge, where guest can, on top of what's already available:
    - View all details of the reservation: PRICE, info about the space selected, ...
    - manage the reservation (change dates, cancel it, add or remove guests, ...)
    - purchase stay services (already present in the be) in advance

    18 votes

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    2 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  Jan Pulkrábek responded
    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.

  14. Attach passport image at online check-in

    Allow the guest to attach a copy of the passport at online check-in.

    This feature would allow the guest to have a quicker check-in because the passport would be validated in advance by reception.

    17 votes

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    0 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminSasha Collecutt (Admin, MEWS) responded

    Hello all,


    This status update is part of our ongoing work to simplify and streamline how our UserVoice feedback forum operates. We are reducing the number of statuses to two (Idea to Upvote + Released) to help manage expectations about where each idea stands and to minimize the number of status updates required from our product teams. Our product team reviews everything you share, and we might reach out for more info if we need it. 


    Thanks for your patience as we work to bring your ideas to life! You can learn more about the changes coming to UserVoice from this post in the Mews Community.

  15. Google wallet

    Add Google Wallet to Guest Communications & Customer Journey. Similar than Apple Wallet

    16 votes

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    0 comments  ·  Guest portal  ·  Admin →
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  16. Booker to preview reservations in Guest Portal

    It is strange that "Bookers" are not able to perform 'Confirm' or 'Cancel' actions on an Optional booking as a Booker has generally been tasked with the full flow of creating / updating reservations

    15 votes

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    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  17. Our direct Chat in room

    Add a QR Code or so to the rooms, so the guest can use the direct chat to get in contact with the Hotel from the room and just just via the Emails.

    14 votes

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    2 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminOlivia Dingreville (Admin, MEWS) responded

    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.


  18. If a guest cancels online, that we receive confirmation of the cancellation.

    If a guest cancels online, that we receive confirmation of the cancellation.

    14 votes

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    0 comments  ·  Guest portal  ·  Admin →
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  19. Online Check-out - split bills/invoices

    give guests the option to split bills with companions during online check out

    14 votes

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    0 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminSasha Collecutt (Admin, MEWS) responded

    Hello all,


    This status update is part of our ongoing work to simplify and streamline how our UserVoice feedback forum operates. We are reducing the number of statuses to two (Idea to Upvote + Released) to help manage expectations about where each idea stands and to minimize the number of status updates required from our product teams. Our product team reviews everything you share, and we might reach out for more info if we need it. 


    Thanks for your patience as we work to bring your ideas to life! You can learn more about the changes coming to UserVoice from this post in the Mews Community.

  20. Staff is aware whether the chat message got resolved

    Is it possible to have some kind of "no reply needed" button for the messages box (guest chat). Sometimes there are cases that the guest has sent the message and then called for us so there is no need to reply for the message anymore. It would be great to have the button to mark for the other employees that this case has been closed.

    If I log in to the MEWS systems I immediately see that there are new messages arrived. Somehow the messages sometimes seems to be unread even tough someone else (my colleague) has already replied with…

    13 votes

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    0 comments  ·  Guest portal  ·  Admin →
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    idea to upvote  ·  AdminSasha Collecutt (Admin, MEWS) responded

    Hello all,


    This status update is part of our ongoing work to simplify and streamline how our UserVoice feedback forum operates. We are reducing the number of statuses to two (Idea to Upvote + Released) to help manage expectations about where each idea stands and to minimize the number of status updates required from our product teams. Our product team reviews everything you share, and we might reach out for more info if we need it. 


    Thanks for your patience as we work to bring your ideas to life! You can learn more about the changes coming to UserVoice from this post in the Mews Community.

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