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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
  • Other

Guest Experience

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167 results found

  1. Match & Merge: Decline Match

    The Match & Merge Page should have a button that would allow the properties to decline/cancel the match "permanently"; otherwise, if we deem the suggested profiles are not a match, it will stay on the page as we have no other way to remove it. Right now, there is only "Merge" or "Review Later".

    13 votes
    released  ·  3 comments  ·  Guest profile  ·  Admin →

  2. Mews Kiosk Product Translation

    The Mews Kiosk currently only displays bookable products in the default language of the accommodation, regardless of the language selected at check-in.

    It should be easy to implement the use of existing translations in the kiosk, as is already the case in the booking engine and online check-in. For a good guest experience, it is important that the entire guest journey can be implemented in multiple languages.

    6 votes
    0 comments  ·  Kiosk  ·  Admin →

  3. Mobile Phone Field on Reservation

    Our little Hotel has doors with PIN Code to allow 24h Checkin.
    We need a mandatory "Mobile Phone" field on the reservation form as a data input for the guest profile in order to later send out the Chekin PIN Codes to the guests arriving via SMS.

    We do this since 15 years now with an old booking engine. We decided to change to a new 360 PMS system and found Mews. But now in the onboarding process we had to discover that Mews has no such field. Thus we can not continue to send Checkin SMS Pin Codes to…

    4 votes
    1 comment  ·  Booking engine  ·  Admin →

  4. Link to call the lobby

    Ability to send a link allowing clients to call the lobby directly by clicking on it

    1 vote
    0 comments  ·  Communications  ·  Admin →

  5. Make kiosk data entry requirements the same as for online check-in

    Only request necessary data
    At the moment, the Austrian online check-in only asks for the data that is actually required by the authorities. In the kiosk, however, all data of all persons including address are requested. You should also set the same requirements in the kiosk as in the online check-in.

    2 votes
    1 comment  ·  Kiosk  ·  Admin →

  6. Hide Rate for Online Check-In

    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
    0 comments  ·  Communications  ·  Admin →

  7. Change the amount of Guest on Kiosk

    The property may need to ensure that all guests' information is filled during check-in due to regional requirements. Due to that, should any plans change from reservation creation to check-in regarding guest count, guests can't successfully check in if they initially booked for 2 people but only 1 person was able to show up.

    Make it possible to change occupation (guest count) on the kiosk last minute.

    2 votes
    1 comment  ·  Kiosk  ·  Admin →

  8. Kiosk Screensaver

    At the moment the Kiosk Screensaver welcomes guest in different langueges for Check In. I think it would be more intuitive to tell guest just in englisch to check in and check out at the Kiosk.

    1 vote
    0 comments  ·  Kiosk  ·  Admin →

  9. Mews Kiosk Verbesserung der Deutschen Übersetzung

    Manchesmal könnten die Gästeanweisungen des Kiosk besser formuliert sein mir ist aufgefallen:
    Checkout fragt nach Raumtyp statt Zimmernummer
    Check in fragt nach Kennung statt Ausweis
    Und der Screensaver ist in diversen Sprachen nur mit Check In ein Allgemein verständlicherer Screensaver wäre sicher besser zb Check In & Check Out

    1 vote
    0 comments  ·  Kiosk  ·  Admin →
    released  ·  AdminEttore Zotarelli (Senior Product Manager, MEWS) responded

    Hello from the Mews product team.  


    We are pleased to let you know that your feature request has been released. For any translation issues, please contact our customer support team directly as these are not improvement requests, but errors to be corrected.


    Thank you again for sharing your idea! 

  10. Let the main booker add companion details during the online check-in process

    I understand how nice it is to collect more email addresses from guests, but the workflow to add companions during the online check-in process is causing most guests to not finish it.

    We (in Austria) require a name, nationality and date of birth of every companion.

    During the process, the main booker fills out his/her details, which is working very smoothly. Then the guest is asked to add companions. The guest can add a name and an email address for the companions, who then have to perform a seperate check-in process. This often does not happen, as the guest feels…

    55 votes
    5 comments  ·  Guest portal  ·  Admin →
    released  ·  AdminOlivia Dingreville (Admin, MEWS) responded

    Hi


    I'm Olivia from the Product team at Mews.

    It is possible for the main guest to fill the details on behalf of their companions instead of inviting them by email.

    You can find more details in our Help Centre, look for the article " The online check-in journey in the Guest Portal"



    Note that companion details are only collected if they are legally required though, if you'd like to collect them in any case, you can add your votes to a different idea: https://feedback.mews.com/forums/955598-guest-experience/suggestions/47561279-invite-companion-via-online-check-in-regardless-of.


    Thank you for your feedback

  11. Change Blacklist to non-derogatory term

    Change the terminology from "Blacklist" to "Blocklist" or similar to allow for more inclusive language, rather than a derogatory term.

    11 votes
    2 comments  ·  Guest profile  ·  Admin →
    released  ·  AdminEttore Zotarelli (Senior Product Manager, MEWS) responded

    Hello from the Mews product team. 


    Thank you for bringing this to our attention and for your contribution to our feedback platform. We are pleased to let you know that we have corrected the term.


    Yours,

    Ettore Zotarelli

  12. Allow guests to change their e-mail at the Kiosk

    Like when our guests check-in online, it should be possible for our guests to change their e-mail doing check in at the Kiosk. We have a lot of guests who make their reservations through booking.com and then they don't get the chance to write their own e-mail address, because we already have the autogenerated one on their profile.

    37 votes
    released  ·  3 comments  ·  Kiosk  ·  Admin →

  13. Prevent second signature from online checked in guests (Kiosk)

    When a guest check in already only he still needs to sign again when using the Kiosk Check in at the property. If the guest already signed during online check in he should not be forced to sign again at the property.

    8 votes
    0 comments  ·  Kiosk  ·  Admin →
    released  ·  Adminjames.taylor (Admin, MEWS) responded

    Thank you for raising this. This has been resolved in the latest versions of the Kiosk. Now, guest's who completed online check in are not asked to sign again at the Kiosk.

  14. SMS messaging

    You really should be able to send SMS messages to guests. This very basic and available in PMS systems far less advanced than mews.

    Should be top priority

    18 votes
    2 comments  ·  Communications  ·  Admin →

  15. Mandatory fields to be filled out at online check in, due to legal requirements municipal.

    To have the possibility to make fields in the online check in Mandatory, as those are based on the legal requirement for our legal environment.
    A lot of municipals in the Netherlands are obligating the hotels to keep more records of the guests. Like document number and the fellow travelers.
    Now we have to manuelly fill this in when customer is at the reception. However, we can try to shortner this process, when we can make these fields mandotory to be filled in by the online check in. Save us, and the customer lots of time.

    12 votes
    2 comments  ·  Guest portal  ·  Admin →
    released  ·  Adminjames.taylor (Admin, MEWS) 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://releases.mews.com/en/customize-your-online-check-in-form-for-faster-frictionless-check_ins-xnTylJCp. Thank you again for sharing your idea!

  16. Kiosk check-ins can only happen after set check-in / arrival time

    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
    0 comments  ·  Kiosk  ·  Admin →

  17. Other option for credit card details at online check in

    When you check-in online you have to fill out your credit card details.
    In The Netherladns not a lot of people have a credit card, therefore a lot of people can not use this option.
    Is there a possibility to change this? Maybe by paying a deposit or just skip the credit card details?

    1 vote
    0 comments  ·  Booking engine  ·  Admin →
    released  ·  Adminjames.taylor (Admin, MEWS) responded

    Thank you for your feedback. We've recently released a change enabling you to decide which rates should ask for a credit card and which rates this isn't needed. Please see our release note for details.


    https://releases.mews.com/en/now-ask-only-guests-with-unpaid-bookings-for-a-payment-card-during-online-check_in-p2jNp1J3

  18. Cursor jumps to end of line

    When you try to type at the beginning of a word in the guest profile or invoice title, the cursor keeps jumping to the end of the line.

    1 vote
    0 comments  ·  Guest profile  ·  Admin →
    released  ·  AdminSasha Collecutt (Admin, MEWS) responded

    I've checked with the relevant product team and am happy to confirm this was updated in November 2023. Thank you for letting us know there was an issue here.

  19. 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.

    165 votes
    released  ·  8 comments  ·  Guest portal  ·  Admin →

  20. Licence plate number

    With the thema Licence plates, the current online Registration cards do not have the option for guests to provide a plate nummber. So even though the guest completes the online check-in they still have to provide this information to the reception

    11 votes
    4 comments  ·  Guest profile  ·  Admin →
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