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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:

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Guest Experience

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100 results found

  1. When we make a manual booking for a rate that requires a downpayment the "Automatic settlement failed" email is sent out if there is no credit card attached.

    This, in itself, is a good thing. However it is often unclear for the guests how much they have to pay. They's have to find back the original booking confirmation (might have been months ago) and look through the rate description to figure out how much they have to pay.

    A simple placeholder for the amount that the automatic settlement rule was supposed to have taken would be great for these cases.

    1 vote

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  2. Speratate the details and the button in {messageDetailsHtml} to allow the "Reply" button as a unique placeholder URL, as it is the only button you can't edit or manipulate using HTML.

    1 vote

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  3. 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.

  4. Automatic email templates for event, traffic changes,...
    Template can be created with the necessary information ( + possible link)
    To inform guests of events taking place during stay ( that may have an impact).
    E.g. local city events that have an impact on accessibility for that arriving or departing guest.
    New Year's dinner/ Party, ...

    These templates should then be able to be created, and linked to a future date, that all guests arriving/departing or in hotel at that time can receive an email about this ( (Automatically sent out by Mews)

    1 vote

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  5. In quotation mails for 1-5 rooms the guest/booker can see rate details (name, conditions..) but for more than 5 rooms the rate details (cancellation, payment...) are not displayed, therefore we have to send group offers for more than 5 rooms manually to show cancellation and payment conditions.

    4 votes

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  6. 2 votes

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  7. Improve Guest Messaging Feature so it only indicates a NEW/UNREAD message for messages that were not read and or replied to by another team member, as it distracts from other things that may be a higher priority at the start of someone's shift. I can see having all messages coming up as new and unread for members of the management team to see how people are communicating back and forth with guests, but for the average front desk or housekeeping associate, it looks like unanswered requests. In the least do something that shows a difference between UNREAD/UNREPLIED to messages that…

    6 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. Natively shorten check-in urls sent out by mews to booking.com guest email addresses so booking.com doesnt insert linebreaks into the urls. Otherwise guest using booking.com app can not click on any url generated by mews - all urls are broken.

    Line breaks are inserted by booking.com after every 71st character in the url.

    We remove linebreaks manually and resend the urls to the guests.

    14 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.

  9. Resending customer relevant emails (online check out, payment verification) should also be done by staff.

    3 votes

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  10. preview of the guest confirmation, be able to add a personal message

    14 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.

  11. The Mail Template page displays every email which can be sent by Mews, however there is no indication asto whether or not the email is active / enabled.

    It would be ideal to display the status of each email, so at a glance we know which emails are enabled and which are disabled without having to review stay settings.

    7 votes

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  12. The link of the online check-in in the mail before arrival is not vailid any more after the guest is checked-in. Sometimes the Guest needs more time to fill on the information. Can you please leave the link in the mail active also after the check in. This is also in compliance with legislation, as the information in Austria has to be provided within 24/48 hrs after check-in date.

    1 vote

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  13. When a guest receive a stay confirmation or proposal, it would be nice if the room picture is shown on it

    15 votes

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  14. Many of our guests are quite concerned that the deposit they have paid is not shown on the confirmation email. Could we please include this on the confirmation

    3 votes

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  15. Some guests have read the before start, but decide to do the online check-in later. We are getting complaints that the reminder is experienced as "spam".
    It would be preferable to have the option to only send the before start e-mail, but disable the before start reminder.

    12 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.

  16. After sending the confirmation email to the guest, if any modification are done afterward, the guest do not see them on their preview. Unfortunatelly the system does not update accordingly, we always need to send a new confirmation email. It would be really nice if all the time when we make a modification or add an item, the guests can see it as well on their preview. So we would not need to send a new confirmation email always.

    3 votes

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  17. For emails sent from an hourly service booking, it would be useful if the booked hours could be included in the booking details (e.g. the customer can see that they have booked a room from 9am 30/07/23 - 4pm 30/07/23). Currently only the date is shown. We are using the hourly service for our meeting room.

    1 vote

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  18. 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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  19. We need a way to know how many guest open our emails, how many click on the links and call to action

    4 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.

  20. Display guest messages and internal messages apart, or at least in a different color, so you cannot reply a guest with an internal message by mistake.

    1 vote

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