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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
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Guest Experience

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775 results found

  1. Easy communication of notes by department.
    A reception memo, a restaurant memo and a housekeeping memo.

    39 votes

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  2. Ability to enter a nickname for the guest (preferred name) that is not part of their legal names, sio it would allow staff to address guests accordingly.

    3 votes

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  3. To enhance guest experience and returning guest recognition it is required to share guest data between properties. This includes guest historical stays, preferences and complaints for all properties and not just the local one. Staff should then be easily recognize that this guest already stayed in another property to maintain best guest service.

    20 votes

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  4. Spaces are shown in the BE based on the rate group and cancellation policy. For a hostel with dorms, rooms and beds, this make the dorms and rooms to be displayed firt (more expensive) rather than the beds (less expensive) and potential customers are easily discouraged when they only look at the first elements shown. It would be helpful to choose wich space type show first regardless of the pricing configuration.

    8 votes

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  5. For a bookable service for space like parking or bike, or similar a guest /adult count doesn’t make sense. It should be possible to disable the adult count field in the booking engine for that bookable service somehow.

    See https://community.mews.com/how-do-i-2/how-do-i-setup-a-booking-engine-without-guest-count-1676 for reference

    2 votes

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  6. Via The booker flow, it would be useful to offer a button that can help the guests determine who is truly financially responsible for the booking Booker Vs Staying Guest. In this manner, this can also help redirect the cost of the reservation more efficiently to the one truly responsible versus the fact that it always defaults to the booker account.

    This flexibility can reduce some of the manual work on the team when they must correct the billing and find the real responsible party.

    4 votes

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  7. Upon a completed booking, it would be helpful if MEWS creates a datalayer with the personal data from the booking (name, email, phone number, and country) that can subsequently be sent to Google and Meta as part of 'Enhanced Conversion' to better optimize advertising.

    More info here: https://support.google.com/google-ads/answer/9888656

    4 votes

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  8. It is both good and bad that emails are not sent out from the demo environment. For example, it can be difficult to access your guest portal or check-in to test something if you haven't received a real email from the system.
    Additionally, it is also a problem to test email templates if you choose to build them yourself because the code (HTML/CSS) generated by MEWS is not 100% consistent with the code you insert.

    Therefore, it would be helpful if you could either enable email sending in the demo environment, so you can test the flow 100%, or if…

    4 votes

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  9. When a guest e-mail address bounces, it would be helpful if and when a task is created in order to have a notification (and thus an actionable moment) for staff to verify and check the e-mail proactively, and not have the guest wait for an e-mail because of a typo...

    25 votes

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  10. There would be two useful improvements to the online check-out of guests.
    1. the date is not shown for additional services. For example, the guest has consumed 10 beers in 10 days. However, the guest only sees 10 beers in the online check-out. Not when he has consumed which beer. This can sometimes lead to confusion.

    1. there is no possibility to give a tip
    4 votes

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  11. Currently, it is not possible to send any notes or remarks with the quotations. The quotation is sent with one template (yes, it can be customized but this will affect all quotationss sent, and it should be addressed individuall). It would be useful if we could add a comment or a note each time we send a quotation so the guest can get more details.

    Practical example: When we are overbook, we like to send a new quotation instread of cancelling the roo. We woulc make an offer (optional reservation) to the guest with another room available. However, the guest…

    2 votes

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  12. Currently, the bookable service mail templates are set for all guests depending on their booking status.

    For personalization of the guest journey it would help if we can sent a customizable mail to several rate groups. This way business guests can receive additional information relevant to them as well as leisure guest who book a specific rate group (hotel offer for example). It would be nice if we can choose the moment in the mail queue when the mail will be sent.

    One template would not suffice, it needs be able to be personalized for multiple rate groups. So perhaps…

    17 votes

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  13. Es wäre toll, wenn man mehrere Zimmer out of order setzen könnte und nicht jedes einzelne Zimmer sperren muss. Es geht um die Sperrfunktion, die in der Zeitachse sichtbar ist.

    1 vote

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    idea to upvote  ·  0 comments  ·  Other  ·  Admin →
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  14. When making a reservation as a booker, there should be an option to determine whether the guest receives an email confirmation or not. This flexibility is particularly important for personal assistants (PAs) and corporate bookers who manage travel arrangements on behalf of others.

    In many cases, PAs prefer to handle all communication with the guest directly, ensuring consistency in information and maintaining control over the booking details. Automatically sending a confirmation from the property can sometimes cause confusion, especially if the guest was not involved in the booking process or if additional arrangements need to be communicated separately.

    Providing bookers…

    1 vote

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    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  15. The {bill} placeholder is already available to add in the subject of the Bill sent email template, however this placeholder is not available for the body of the email. Adding the {bill} placeholder to the body of the email template, would give additional options to this email.

    2 votes

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  16. 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 .

    1 vote

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    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  17. Include an external partner in our guest journey, so that you do not need to reply on every single post but it can be handled with AI

    5 votes

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  18. Wir wünschen uns, dass automatisch erkannt wird, wie oft ein Gast schon im Hotel war und dass ab einem 5. Aufenthalt der Gast ein Stammgast ist und speziell markiert wird automatisch

    2 votes

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    idea to upvote  ·  0 comments  ·  Loyalty  ·  Admin →
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  19. It would benefit properties & esp. property administrators to see all the cases logged for their property. This way the entire staff can directly contact the support without having to report each issue to the property administrator or have the cases reported first to the property administrator who then contacts the support. This also enhances issue tracking for the property during holidays and other times of absence from work.

    1 vote

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    idea to upvote  ·  0 comments  ·  Other  ·  Admin →
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  20. Customizable preferred check-out time. With the online check-out guests are asked what their preferred check-out time is, but this is not customizable. It makes it very unclear for guests that this does not guarantee their check-out time and we are not able to state that extra charges apply. It would make sense that hotels can adjust this according to their own policies

    1 vote

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