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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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798 results found

  1. Override capability for reservationists in Commander

    I limit the ability to book more than 360 in advance as we have MANY guests that book year after year. We found that people that wanted stay here were trying to book rooms out from under current guests so we limited the availability online to stop this from happening. By making this restriction we have made it so reservations can not book our current guests either. In addition we do not do same day booking on the internet. We have made it so you can not book same day on the web but, if we decide to book a…

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

  2. Room and table reservation in one go

    When you are in the process of booking a room you should be able to make a table reservation in the same process. The table reservation should be linked to an inventory.

    9 votes
    0 comments  ·  Booking engine  ·  Admin →
    How important is this to you?

  3. Custom Photos for Individual Booking Engines

    To customize the guest journey for distribution partners, we would LOVE to see the ability to customize background images for individual booking engines for accommodations as well as for availability blocks. Not only will examples of this experience help get distribution partnerships over the finish line, but it will also create a custom and personalized experience for the relevant guests. Furthemore, it creates numerous opportunities for cobranding.

    4 votes
    0 comments  ·  Booking engine  ·  Admin →
    How important is this to you?

  4. Placeolder for deposit amount in the "Automatic settlement failed" email

    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
    0 comments  ·  Communications  ·  Admin →
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  5. Our direct Chat in room

    Add a QR Code or so to the rooms, so the guest can use the direct chat to get in contact with the Hotel from the room and just just via the Emails.

    14 votes
    2 comments  ·  Guest portal  ·  Admin →
    How important is this to you?
    idea to upvote  ·  AdminOlivia Dingreville (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.


  6. A Report of departured Loyalty member Guest

    If there was a report that is schedulable, that would show all loyalty members who are departing today, to make manual point posting easier and provide more accurate reports.

    10 votes
    0 comments  ·  Loyalty  ·  Admin →
    How important is this to you?
    idea to upvote  ·  Adminmathias.coudert (Product Manager, 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.

  7. directed to guest dashboard

    The current UX/UI design and flow is not logical, at least to me. When entering a guest name into the search bar or clicking a guest name - you are taken to the profile tab instead of directly to the guest dashboard (where you can access every tab, closed bills, rebates, refunds, past stays, and future stays).

    Currently, you are creating more steps than it should be - by having the page that you're being directed to - be the users profile instead of the dashboard.

    If you program the backend to direct the user to the guest dashboard instead…

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

  8. Display hourly availability in BE

    Guests would need to try and book slots hoping there is availability. In high demand services this would mean several tries to book a time slot until sucessful. Better option would be to allow properties to display their availability for hourly services too for a better UX

    7 votes
    1 comment  ·  Booking engine  ·  Admin →
    How important is this to you?

  9. 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?

  10. Display Settlement Rules + Cancellation Policies on Booking Engine

    Currently - settlement + cancellation policies are not visible to the guest in the booking engine. So for each rate code - we have to manually insert text to describe this in multiple languages.
    Most other Booking Engines display these rules by default during the booking-process online. Mews should be able to auto-generate this text - in multiple languages.

    The proposed solution would remove potential mismatch/errors between text & rules , save time for the user, and create a more sellable text to display rather than focusing a lot of the text to rules regarding the reservation.

    29 votes
    1 comment  ·  Booking engine  ·  Admin →
    How important is this to you?

  11. 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?

  12. Allow to start the booking process with room type or package

    I design websites for hotel and am working on the first site where Mews needs to be integrated. It surprised me to see that it is not possible to link to a specific room or package in the booking engine.

    Every hotel website I worked with wants a page on their where they describe and promote their room types and packages. It makes perfectly sense to add a [Book now] button to that description, which raises the expectation that you can directly book that room type or package with a click on that button.

    Unfortunately this is not possible with…

    8 votes
    0 comments  ·  Booking engine  ·  Admin →
    How important is this to you?

  13. Allow guest to change booking dates

    Currently any direct reservations cannot have a date change action completed by the guest. The only option is to cancel and rebook. Or contact the property to change the booking stay dates.
    Other PMS and OTA tools have this functionality, can this please be developed so the guest has full control of their reservation?

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

  14. Split capacity by day of the week

    Is it possible to offer a specific room type in weekends only to at least 2 adults and 2 kids, and on weekdays also to guests without kids?

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

  15. New classification type

    Add a new “CORPO” classification type to optimize the identification of our Corporate customers individually.

    2 votes
    1 comment  ·  Guest profile  ·  Admin →
    How important is this to you?

  16. On line booking of extra

    Unfortunately, it is not possible to book an extra on a specific day on your online booking.
    This is quite problematic for us as one of our extras is the Saturday buffet, which of course we only sell on Saturdays.
    The same with Christmas menu. This is also only served on Christmas Eve 😊

    At our Place we only sell minimum 2 nights stay.

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

  17. If a guest cancels online, that we receive confirmation of the cancellation.

    If a guest cancels online, that we receive confirmation of the cancellation.

    17 votes
    0 comments  ·  Guest portal  ·  Admin →
    How important is this to you?

  18. Flight details

    It would be idea to have guest arrival flight details and departure flight details in the reservation dashboard where the check in time is. Other PMS systems do have this option. We offer airport pickup and drop off so being able to generate a report with this information will be useful.

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

  19. multiple guest entry

    when booking multiple rooms, it should become possible to add ALL names for the rooms, especially when different room types are combined.

    we have several corporate clients for whom we provide a seperate booking engine, and they sometimes book multiple rooms at once but do wish to specify the name per room booked.

    32 votes
    4 comments  ·  Booking engine  ·  Admin →
    How important is this to you?
    idea to upvote  ·  Adminmathias.coudert (Product Manager, 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.

  20. Request via Booking Engine

    The ability to make just one request via the booking engine. Not every hotel wants the guest to always be able to book directly. Sometimes you only want to see the availability of the rate and category.

    Example:
    Especially for other services or spaces such as meetings and events, you should only be able to see the information and the hotel then decides how to handle the request.
    Smaller hotels that also sell the entire house do not always want to receive direct inquiries.

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