Let guest fill in all details while creating the reservation so the online check-in is not needed anymore
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.
anouk
shared this idea
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?
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David Foxx
commented
Olivia, I would like to provide an answer to your question. Many people, myself included, have their information saved on their browser such that when a form is displayed, entering part of one field such as last name will trigger the display of the person's information auto-populated into the fields, making the process so much easier for the Guest and minimizing the time it takes to complete check-in online closer to the Guest's arrival date. Data capture at the time of booking is a logical part of the booking process. Having years of experience in Disney Resort Reservations for US properties, this is part of building out the Guest's profile on the Disney site and the data is used to populate forms for new reservations whether dining, recreation, rooms, or special events. Online check-in is, in theory, supposed to expedite your arrival but if it takes just as long to check-in before your arrival, why bother (I know: no waiting in lines, etc.).
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NaN
commented
Is it really making it more complex to ask for their address? This is important for Credit Card security as well. For my property (in the US), the guest not able to provide their address makes it impossible to fully check-in online. Online check in should capture the guests ID.
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Roberto
commented
Hi Olivia,
As a fellow property manager, I concur on Anouk's idea. When booking flights or registering for any online service, the relevant details are requested immediately.
As for hotel the requirements are less strict but still necessary. Processing names, ids and other information is a lengthy process and to "outsource" it completely to MEWS kiosk, takes away the chance of creating a rapport with the coming guests.
The assumption to be made is that a guest books a room in a hotel because they wish to stay there. OTA are masters at taking commission and leaving all the responsibilities to properties, but I believe a good balance can be found.
Specifically, guests can be told after entering credit card details that they have to fill in their detail to confirm their reservation. I am sure that in these days, nobody would take the (supposed) risk of their card being charged and their reservation not being confirmed. The process needs to provide the property at least the most relevant information:
-Name + surname of all guests
-DOB of all guests
-Nationality and address of all guests
-At least one email and a phone number from the contact person
-At least one id of the booker/main guest, all ids preferred but not mandatory (this can be reminded in the before start email)