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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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54 results found

  1. Mews Kiosk Reporting

    We need to be able to do a proper reporting on the Kiosk Check In, including following categories:
    Check in from Kiosk (Staff Mode)

    Check ins from Kiosk (Guest Mode)

    Check ins via Mews Commander

    Moreover, we need to be able to pull the data via the API regarding if a reservation did online check-in, check-out, did they use the Kiosk or did a staff member check them in.

    This is cruciel to be able to measure the success of the kiosk and to do further improvements.

    12 votes
    idea to upvote  ·  4 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  2. Staff kiosk check out mode with overall tip option

    When showing an unbalanced invoice with all charges /items through that staff mode feature, it would be highly advantageous if guests had the option to add a tip—say 10%, 15%, or 20%—directly to the invoice. Once selected, the tip would be automatically added to the total bill.

    12 votes
    idea to upvote  ·  2 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  3. Feature Request: Dynamic Screensaver Message – Show "Checkout" in the Morning

    Currently, the Mews Kiosk screensaver always displays "Check-in" throughout the day. However, in the morning, the primary action for many guests is checking out, not checking in.

    To improve guest experience and streamline the process, we propose that the screensaver dynamically updates based on the time of day:
    - Morning hours (e.g., 06:00 - 12:00) → Display "Checkout"
    - Afternoon & evening (e.g., 12:00 - 06:00) → Display "Check-in"

    This small change would make it clearer for guests, reducing confusion and ensuring a smoother self-service experience.

    Would love to hear feedback from the community! 🚀

    6 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  4. Kiosk Employee check out screen

    i like to have the same name screen for employees in the kiosk check in screen also for thre check out. in the check out screen you hav to type in the guest name even in the employee modus

    22 votes
    5 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  5. Upgrade guests

    If I upgrade guest free of charge in advance, the guests are able to see it in the kiosk. We would like to keep that as a suprise upon their arrival. Furthermore, it does not show them as a upgrade. If we gave them a free upgrade they are not able to see their original booking in the kiosk. (Original Room Catergory) which may confuse them.

    4 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  6. Hungarian Language Support

    We are requesting Hungarian translations for Guest-Facing instances as well as an option for users to set on the back end when configuring products and rates at the property.

    4 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  7. Bill as Package on Kiosk

    When property has a bill as package enabled for the a product, while the product is hidden on the invoice, it remains to be displayed on the Kiosk during check-in.

    Properties are required to hide some product to be displayed since it is expected to be hidden from the guest such as a commission adjustment product .

    2 votes
    idea to upvote  ·  1 comment  ·  Kiosk  ·  Admin →
    How important is this to you?

  8. Signature for accompanying persons Optional

    Signature for accompanying persons Optional

    Since the update in July 2024, MEWS Kiosk asks for the signature of all travelling persons. As the data is usually filled in by the main booker and is not required by law, I agree that the signature for accompanying persons can be set to fixed, optional or not required as required.

    In addition, it makes little sense to ask for this data for small children etc..

    9 votes
    idea to upvote  ·  1 comment  ·  Kiosk  ·  Admin →
    How important is this to you?

  9. Block the possibility of early Check-in at the Kiosk before a set time

    We offer the possibility of an early Check-in which begins at 12 PM. However, when the guests try to check in earlier the kiosk will allow the payment of the early check in and allow the check in.
    It would be nice if we could configure the kiosk to offer the posibility of an early check in only after 12 PM (which is the actual begin time of an early check in). At the moment this feature seems to be connected with guests being able to book an early check-in while checking in online. We find this option to be…

    2 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  10. Customize Mews Kiosk tone of voice

    Yet it is not possible to customize Mews Kiosk App in the tone of voice that matches our brand. Meaning how we speak to the customers cant be set in Mews Kiosk. This is absolutely mandatory to match the brand standards

    24 votes
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  11. Room access code integration to Mews Kiosk

    The Mews kiosk only allows guests setting up a physical room key card.

    However, some hotels use a personalized access code instead of a physical room key card.

    It would be interesting if the kiosk could display this access code (e.g., Salto KS).

    1 vote
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  12. Promoting bookable service on the Kiosk

    Having the possibility to promote other bookable service (especially hourly service such as spa, bikes, meeting rooms) on the Kiosk.

    2 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  13. Show that room is still occupied in check-in screen

    the employees at the front office who process early check-ins and therefore check the room status often start the check-in process because the room status is inspected, yet only because the room is not yet checked out. Only at check-out room status moves to dirty.

    Unfortunately, the pop-up on the tablet (Kiosk in staff mode) that the room is not ready for occupancy only comes after the guest has entered their data and signed.

    Would be great if there would be a sign if the room is still occupied, in the check-in screen or if the room moves to dirty…

    3 votes
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  14. Kiosk for multi-property

    So if a Hotel has central Reception, guest need to go through different Kiosk Systems. Nice would be if they can choose the property first and then check in

    3 votes
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  15. Allow hotels to decide if e-mails should be default at the kiosk

    Let the hotels decide if the guest's e-mail should be optional instead of default at the kiosk.

    Since it's not a legal requirement in DK it's critical for us that we cannot change it in the "Check-in form"

    11 votes
    7 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  16. Latvian translations in Kiosk and all guest journey buttons

    Latvian translations in Kiosk and all guest journey buttons

    1 vote
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  17. Kiosk check-in- choose which guest details to request

    Due to New Zealands legal environment we cannot turn off the requirement for the details of every guest staying in a room when checking in via the kiosk.

    As you can imagine if a guest books a three bedroom ********* for her and the children she doesn't want to spend all the time required to fill in details for each of her children just to proceed with the check in. We as a property also do not require this.

    We no longer use kiosk for this reason as guests become too frustrated.

    2 votes
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  18. Kiosk ID/Passport scanner

    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
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  19. Different products available in Kiosk vs Guest Portal (online check-in)

    It would be useful is the Kiosk and the Guest Portal (online check-in) could display different products. Currently they use the same list of promoted products. This causes a problem at times when the hotel is unmanned and the guest checks in and adds a product (e.g. a birthday celebration pack) but there are staff onsite to deliver it to them. It is fine when they are doing online check-in as there is time before they arrive to prepare the product.

    2 votes
    0 comments  ·  Kiosk  ·  Admin →
    How important is this to you?

  20. Pre-check in via mews kiosk, before the room's ready

    While guest are awaiting for their room to be ready, we would like to allow them to start their check in on the Mews Kiosk App, even if the room is not inspected. Once the check in process will be done, guests can enjoy the hotel facilities and receive a notification when they can collect their keys once the room will be inspected.

    13 votes
    2 comments  ·  Kiosk  ·  Admin →
    How important is this to you?
    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.

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