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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
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Guest Experience

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57 results found

  1. 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.

    8 votes

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    idea to upvote  ·  2 comments  ·  Kiosk  ·  Admin →
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  2. 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.

    5 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  3. 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..

    7 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  4. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  5. 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

    8 votes

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    0 comments  ·  Kiosk  ·  Admin →
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  6. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  7. 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…

    2 votes

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  8. 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

    4 votes

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    0 comments  ·  Kiosk  ·  Admin →
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  9. 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"

    9 votes

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    5 comments  ·  Kiosk  ·  Admin →
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  10. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  11. 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

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    1 comment  ·  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.

  12. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  13. Latvian translations in Kiosk and all guest journey buttons

    1 vote

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  14. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  15. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  16. 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.

    1 vote

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    0 comments  ·  Kiosk  ·  Admin →
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  17. 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

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  18. 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

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    0 comments  ·  Kiosk  ·  Admin →
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  19. 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.

    10 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.

  20. Add the functionality for guests to be able to use the Mews terminal to purchase any products from Mews by themselves without any intervention from our staff, at any time (from a list pre selected by us, as not all products should be purchasable by guests). Currently, the functionality is partially there but the guests can only add products to their reservations when doing the checkout, which is really annoying.

    Currently, each purchases made with the Mews Terminal require manual intervention from our staff. We want guests to be 100% autonomous in their journey. They want something but our staff…

    2 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.


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