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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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798 results found

  1. 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 →
    How important is this to you?

  2. 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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  3. nationality

    When you make a new reservation and add details such as name, email etc. In the first window make it mandatory to choose nationality aswell.
    ge the system to recognise country codes in phone numbers in reservations and add nationality autoamtically. For example +46 for sweden.

    the possibility to edit multiple profiles at the same time to add nationality

    3 votes
    idea to upvote  ·  1 comment  ·  Guest profile  ·  Admin →
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  4. Set Signature as optional

    Hi,

    we would like to not ask for the signature during Online Check in or Kiosk Check in. Reason is that this takes extra time + the registration card (Meldegesetz) is nat mandatory anymore. So we do not want to ask for this to ensure better guest journey. It would be good to add this to the check in fiels which prperties can edit to make sure collect only the data they need.

    3 votes
    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  5. Communicate directly with customers via their Booking.com email address

    We want to be able to communicate directly with customers via their Booking.com email address. This is possible in many other systems, but yours does not offer this option. As a result, customers who book through Booking.com do not receive any scheduled communications. This is a major issue that can only be resolved by you.

    3 votes
    idea to upvote  ·  0 comments  ·  Communications  ·  Admin →
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  6. only show space categories with capacity for the total number of occupants in a booking on the Booking engine.

    Please create the option to only show space categories with capacity for the total number of occupants in a booking on the Booking engine.

    3 votes
    idea to upvote  ·  0 comments  ·  Booking engine  ·  Admin →
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  7. Different colors for membership levels

    We would like for the members to have different colors in the bookings depending on the membership level

    3 votes
    idea to upvote  ·  0 comments  ·  Guest profile  ·  Admin →
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  8. Send confirmation email to channel reservations

    Many properties operate with a multitude of connections to distribution partners:-
    - Direct connectivity to Booking & Expedia (and I expect more in the future)
    - A channel Manager ex. SiteMinder to connect to all the others
    - A GDS / BE representing company like SynXis on behalf of Relais & Châteaux (RC) or Small Luxury Hotels (SLH)

    It should be possible when setting up Channel Managers (all of the above) or Distribution partners if this is a better terminology to indicate in the connection if a confirmation should be sent.

    I know that most OTA's will not allow for…

    3 votes
    idea to upvote  ·  0 comments  ·  Communications  ·  Admin →
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  9. Ability to enter a nickname for the guest (preferred name) that is not part of their legal names.

    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
    idea to upvote  ·  1 comment  ·  Guest profile  ·  Admin →
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  10. Show alerts to inform about importan information to guest

    It would be great if relevant information for specific times can be shown as an alert message in the booking engine.
    Guest searches for a room during a certain periond and a message is getting shown, which is triggered by an either defined date range for the time of booking or time of stay.
    This would be helpful for:
    -restaurant closures during the time the guest does stay
    -renovations going on in the hotel
    -certain hotels services are not available during the staying period
    -could also be used for advertising special events in the hotel

    3 votes
    idea to upvote  ·  0 comments  ·  Communications  ·  Admin →
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  11. Allow guests to edit personal data in new guest portal

    Since the new guest portal release, once a guest has checked in they are no longer able to edit their personal details including phone number or credit card.
    I'm not sure why this feature was removed? If a guest adds their info at the time of booking, it would be helpful if they can amend their own data if things were to change closer to their arrival time.

    3 votes
    idea to upvote  ·  0 comments  ·  Guest portal  ·  Admin →
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  12. Improve SMS messaging

    The SMS Service Add on Subscribtion is a good Idea, but it might can be improved as following:
    1.) The way this product add-on is being priced is not a good fit for smaller hotels. Why can't there be pure pay-as-you go model, maybe with a higher individual SMS charges, but only on the acutal volume sent? I mean, the cary over that remains from the 50 € each month for us cannot ever be consumed...
    2.) Track clicks: currenty there is no way to know if the sent sms messages are actually improving online check-in rates. It would be…

    3 votes
    idea to upvote  ·  1 comment  ·  Communications  ·  Admin →
    How important is this to you?

  13. Kiosk for multi-property

    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
    0 comments  ·  Kiosk  ·  Admin →
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  14. Update to new guest profile on existing booking

    If we hold a multiple reservations under one profile until we have everyone's name, we should be able to update the reservation profiles without changing all the profiles and without having to cancel and rebook the reservation. Same goes for a guest with a room checking in tomorrow and then in 2 months if that guest can't make the booking, but gifts the stay to his brother, we should be able to change the profile attached and not change the name on the two months from now reservation.

    3 votes
    1 comment  ·  Guest profile  ·  Admin →
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  15. segments

    At the moment you can only select one guest segment, ideally you would have the option to include more than one.

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

  16. Capture guest ID during online check-in

    When guests check-in online, we still require them to come to the Front Desk to provide an ID and their home address. Capturing it during the Mews guest journey makes more sense. Guests often say "what is the point of checking in online if I have to come to the Front Desk anyway." The "online check-in" thus annoys the guests as having to do extra work.

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

  17. split capacity by age category or day of week

    1. We would like to make it possible to add a baby and a child (up to 12 yo) on some rooms, but in MEWS I can only put extra capacity for either 1 or 2 people. When I put down 2 people it gives guests the option to put two children up to 12yo in the room. Is it also possible to distinguish age groups in this capacity? So that guest can only add 1 child and 1 baby, and not two children?
    3 votes
    1 comment  ·  Booking engine  ·  Admin →
    How important is this to you?

  18. Hide Categories without availability

    For us, there is no reason for still show any categories without availability. It's only a distraction to the potential guest. Please add a function which allows to hide the non available categories.

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

  19. Nationality in Expedia bookings

    ExpediaIntegration: Transfer guests nationality to Guest profile in Mews

    A guest booking with Expedia The guest nationality is not transferred to the guests profile in Mews when using Mews's own Expedia integration. Expedia clearly states the nationality of the guest with a flag and the country of origin's name. The problem is solved with the Booking.com integration already so please do it here too.

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

  20. 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?
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