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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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783 results found

  1. Automatically create a task when a guest enters an email in online check-in that is already assigned to another guest profile

    When a guest enters their preferred email address during online check-in, if that email address is already assigned to an existing profile, Mews does not merge the profiles, but instead adds the email address to the profile that is performing online check-in, so that staff can choose to merge them later.

    It would be really useful it Mews could automatically create a task when this happens so that staff can be alerted to there being potentially mergeable profiles.

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

  2. Add AI functionality to the booking engine

    A useful feature would be to incorporate a simple AI tool that proposes alternative available rooms to guests, allowing them to switch if their preferred room isn’t available for the entire stay.

    1 vote
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  3. Redesign the UI of booking engine

    The design of the booking engine in MEWS feels somewhat outdated, and it would be great if the MEWS design team could suggest a more modern appearance. It’s a shame that the hotel’s logo at the top left is so small.

    1 vote
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  4. Skip Email Adress in Mews Kiosk for Ota Guests

    We’d like to suggest making the email entry at the Kiosk optional, especially for guests who have booked via OTAs (e.g. Booking.com).

    In many cases, a valid proxy email is already available. Requiring guests to manually enter their email again often leads to unnecessary friction, longer check-in times, and guest dissatisfaction.

    An optional email field – or ideally, automatic detection of OTA reservations with a corresponding message – would significantly streamline the check-in process and improve the overall user experience.

    1 vote
    idea to upvote  ·  0 comments  ·  Kiosk  ·  Admin →
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  5. Bookable service to not influence number of stays

    We have a bookable service for beach chairs. When guest book this throughout their stay it creates an entirely new booking which influences our repeat business reporting and the guest profile stats on how frequently the guest has stayed.

    1 vote
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  6. Conflicting booking term tags displayed before selecting space category

    When the space categories are displayed in the second step of the booking engine, it can be confusing for the guest/booker to see conflicting booking term labels. If there are different rates available, e.g. one with free cancellation and another one that is non-refundable, both of these labels (free cancellation and non-refundable) are shown before the Show rates button is clicked.

    This might create the idea that both are applicable for all the rates displayed at the next step, even if the rates are correctly labeled.

    1 vote
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  7. Better space upgrade feature

    Hello,

    We would like to offer space upgrade during the online check in but the current feature is missing a few options in our opinion:

    • We cannot be notified when a guest upgrades their room during the online check in
    • Upgrades are hard to track and they do not appear on the planning (contrary to manual upgrades) .
    • No report can indicate the additional revenue that we generated that way
    • We would like to be able to put a time limit on upgrade availability (for example, no upgrades past 3PM the day of) as to not impact housekeeping planning too…
    8 votes
    idea to upvote  ·  4 comments  ·  Guest portal  ·  Admin →
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  8. DU-Kultur integrieren

    Es wäre sehr schön, wenn die Du-Kultur auch in der WBE umgesetzt werden könnte. Beispiel: "Verbessern Sie Ihren Aufenthalt" in "Verbessere deinen Aufenhalt"

    2 votes
    idea to upvote  ·  0 comments  ·  Communications  ·  Admin →
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  9. Option to Display Prices in Confirmation Emails Even When Company Routing Is Applied

    Suggestion: Please consider adding a setting or checkbox in the billing/routing rule configuration that allows properties to choose whether or not to include pricing on booking confirmations when company routing is applied. This would give properties more flexibility to align with different business models, customer expectations, and communication standards.

    This option would greatly reduce the number of guest inquiries and ensure transparency where needed.

    3 votes
    idea to upvote  ·  1 comment  ·  Communications  ·  Admin →
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  10. Improved Upgrade Confirmation for Guests who upgrade during Check In

    Description:
    We have encountered a recurring issue with guests misunderstanding the price of room upgrades during the online check-in process. In some cases, guests confuse the per-night upgrade price with the total price for their stay, leading to disputes at check-out.
    To enhance clarity and prevent such misunderstandings, we suggest implementing an automatic upgrade confirmation email that clearly states:
    The selected upgrade details
    The final total price of the upgrade
    A breakdown of costs if applicable
    This confirmation email should be sent to both the guest and the hotel staff upon upgrade selection. This would allow front desk employees to…

    1 vote
    idea to upvote  ·  0 comments  ·  Communications  ·  Admin →
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  11. 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 →
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  12. Blacklisted guests report that can be exported

    Have blacklisted guests report that can be exported and that includes the date of the first time the guest was marked as blacklisted (or allow to close bills and merge profiles when the guest is on the blacklist)

    3 votes
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  13. mark existing address as primary

    Add a button or checkbox in address details to mark them as "primary".
    Currently only the address entered last is marked as primary. To change an existing address to primary the address needs to be entered again manually.
    Therefore I sugggest a simple checkbox within the address edit view to mark an existing address as primary to the profile.

    2 votes
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  14. 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 →
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  15. gastprofielen filteren op stad

    Het is momenteel enkel mogelijk om gastprofielen te filteren op land, het zou fijn zijn als dit ook gefilterd kan worden op stad. Zo kunnen we altijd bijhouden hoeveel procent er uit eigen stad geboekt wordt.

    1 vote
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  16. Monthly TOP Client report

    Hi,
    Is it possible to have a report, that shows all my clients, per month, sorted out by room revenue and / or roomnights? NET revenue, without VAT and breakfast.
    So I could keep track which company generates how much revenue / RN / ADR month by month.

    Thank you,
    Alver from Tallinn

    2 votes
    idea to upvote  ·  0 comments  ·  Other  ·  Admin →
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  17. Automatic mail translations

    Currently, we have four Houses, each with its own set of individual mailings. This results in 104 different emails in our native language alone. When translating these into two additional languages, we end up managing 208 separate email templates. Every time we make a change to one email, we must manually update all corresponding translations.

    It would be highly beneficial to have an automated translation system for all text elements within the emails. The same applies to products, where automated translations would also be a great improvement.

    4 votes
    idea to upvote  ·  1 comment  ·  Communications  ·  Admin →
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  18. Create a Loyalty Report

    Create a loyalty report to see all departures with an ALL Member Account linked to it, with the amount VAT Included, VAT Excluded (NETTO) next to it, and the city tax, as well as the rate code booked (sometimes a profile is linked but guests booked via booking.com so they don’t have the right to receive the points), as well as the company name (so we can also see: Expedia: no points, etc.) (We need to give points manually every night, on the nett rate, without the city taks.) This way, it is more convenient for the Night Team to…

    2 votes
    idea to upvote  ·  0 comments  ·  Loyalty  ·  Admin →
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  19. Enable Placeholders in Guest Portal/Documents

    Enable Placeholders (currently only used in Mail Templates) to be used in Guest Portal, specifically the check in/check out documents.

    2 votes
    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  20. Send before start mail at anytime

    Hello!

    Unfortunately, before start emails are not send for reservations created after the checkin time on the day of arrival (last Minute bookings). There should be an option to have those emails sent at any point, regardless of time.
    Regards,
    Jean-Philipp Spieß

    11 votes
    idea to upvote  ·  3 comments  ·  Communications  ·  Admin →
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