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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. When guests are filling out mandatory fields in the booking engine, such as their phone number, they can fill out a number that does not exist and the booking engine will accept this as a phone number (e.g. just the number "0").

    It would be helpful if the booking engine would recognize phone numbers as a valid phone number, so we have all contact details we may need from the guest after they make the booking.

    25 votes

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  2. When sending a "Booker confirmation" it would be great to also be able to chose a "custom" receiver and type in the email address. This is possible for the "Confirmation" but not for the "Booker Confirmation".

    25 votes

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  3. We would like to see a guests preferred space features in the timeline. Possible to add those to the information that appears when you hover over a reservation in the timeline? And maybe also include a symbol that appears when a guests has preferred space features?

    24 votes

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  4. Ich würde mir wünschen, dass alle Gästeprofile im System aufzufinden sind in einer Gästekartei. Somit kann man den vielen doppelten Profilen entgegenwirken und leichter die Profile zusammenführen ( da man direkte Daten abgleichen kann, ob es sich um die selbe Person handelt)

    24 votes

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  5. At the moment, you cannot send a message or email from Mews to your guests.
    This functionality needs to be implemented ASAP. I really expect this functionality from Mews. There should be an easy way to send out a message to all inhouse guest at onec for example.

    24 votes

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  6. A solution to display room respecting "ADA" (American with Disabilitites Act") nicely on Booking Engine. Currently, you need to create a new room space for each ADA room. It complicates greatly the usability as user see many room type on Booking Engine. You can see a solution on freehandhotels.com booking engine with a tick box "Accessible"

    24 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.
  7. Ask for arrival time during online Check-In

    23 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.

  8. When a guest checks in via MEWS Kiosk we do not receive any information (mail?) about the check in. During the CI process a registration form is filled out and signed with all the necessary data for the registration to the city. All Registration forms of each day are digitally collected. Due to the CI via Kiosk it is hard for our receptionists to keep track of all the registration forms and collect them daily.

    23 votes

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    0 comments  ·  Kiosk  ·  Admin →
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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.

  9. When selecting an early check-in or late check-out product, it would be good if the system could change either the arrival time or departure time to make the product selected. This would save time and notify us when the guest is arriving earlier rather that search to see who purchased the early arrival product.

    23 votes

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  10. When merging guest profiles, only one phone number and one email is saved. Some guests use different phone numbers and emails for different purposes. We need the ability to consolidate all the guest's information on one profile. Also, a whatsapp option would be great to have. Thanks!

    22 votes

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  11. Customise timing of when email templates are sent. For example, allow a 'before start' to be sent 24hrs prior or 72 prior to arrival. Also, the option to create new templates from scratch to incorporate upsells and other emails for the customer journey.

    If 'Before start' is not enabled to send, allow a Check-in reminder to be sent separately. I understand now that this can only be achieved if Before Start is enabled.

    22 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.

  12. When sending a confirmation to a booker, the name of the guest does not appear on the confirmation letter but only the reservation number. This does not look professional at all and we receive many complaints by our guests. They feel like they are a number and not a guest.

    22 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.

  13. Guest can use the channel of his choice to start communication with the property. (Email, Mews chat, OTA chat, WhatsApp, Messenger). The property receives and replies to all messages in one place - in Mews. The room for error is minimized as all conversation happens at 1 place. Answering is also faster.

    22 votes

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  14. In search bar, It would be convenient to be able to search a company bill by company name (by now it is only possible by customer name).

    22 votes

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    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. It would be great if a booker makes reservations for several guests, that we have several fields, instead of one guest field.

    22 votes

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    Hello from the Mews product team. Unfortunately, this request has not received the necessary upvotes to be added to the Mews development roadmap and is unlikely to be delivered. Thank you for sharing your suggestions.
  16. "Seems to be happening more often where our guests are asked an expiry for the SA ID. I dont see the point off asking the guest when there ID expires? Whats the point?"

    22 votes

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    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.

  17. Customer classifications tell you if someone has stayed before but it would be great to easily how many times customers have stayed.

    This could be used to send custom emails, voucher codes and other loyalty rewards. It's also useful to export a specific list for things like birthday and holiday cards.

    22 votes

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  18. We must be able to delete individual guest profiles in accordance with the GDPR guidelines.
    Example: Guests request an offer, cancel it and then request deletion. We need to delete according to GDPR, so we cannot delete the file immediately, but have an obligation to retain it.
    It would be nice if we could preset deletion in the file and then this happens automatically after the deadline has expired.

    21 votes

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  19. When a TA uses a generic email address to make a reservation, the new Booker functionality workflow will add the card to the booker (TA), not the actual guest, ending up with an endless list of cards attached to the TA profile.

    21 votes

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  20. We have several guests who request to have the same (or similar) unit as they stayed in before. currently when looking at the guest profile, it is impossible to see what unit number they stayed in unless you open each reservation card.

    Is there a way so that this displays on the dashboard and perhaps rather than using the place cards use a one line list which displays all information in a clearer view similar to the orders view (i.e. res number / cancelled or stayed / arrival and departure date / unit type / unit number / rate code…

    21 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.

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