Introduce a configuration whether to request Credit card details during online check-in
Guest are currently required to insert payment card during online check-in. This sometimes causes problems with double-charges in case the guest's reservation is prepaid by agency and staff latter on accidentally charges the guest card for stay. It also raises questions and mistrust of guests for online check-in and prevents them from finishing it.
If "mandatory credit card" rules could be based on ratecode or rate category.
When we have a guest that is staying complimentary/using a gift voucher or company is paying, that guest is currently still required to enter their creditcard details as part of the online check in through Navigator. And since we do not have integrated POS there is no justification of additional charges to be settled to the guest's creditcard. Therefore it would be suitable to have logic rules that could define which type of stays we do require credit card for and which we don't
This offers a lot of confusion for guests, and many do not complete the online check-in because they do not want to provide their cc details again as they are scared it will be charged. Plus there are guests who pay by ideal or Maestro etc who cannot complete the online check-in.
Surely Mews do not need to enforce this as it is not a legal requirement, this should be up to the properties if they require a card for online check-in or not.
Come on MEWS, fix this. 117 Votes, is substantial.
Some countries simply do not use credit cards a s much as others. That's why in Holland you provide the alternative payment method (IDEAL) at €50 per month extra.
Surely an option to not require credit cards during checkin should not be a big deal?
We've been patient, but patience has a limit.
A lot of our guests do not have a credit card so we do not have the online check in active at the moment which is a pitty because we can get much more guest information and upsell possibilities in de online check in which we are now missing because of the credit card guarantee. Please let hotels be able to dicide for themselfs if they require a credit card for guarantee.
Natascha Panday commented
Is there any update on this problem? It is very confusing for guests to fill in these details when they have already paid online.
The current wording does not actually match our policies plus is very misleading for guests causing many complaints.
Just to have the option to configure the payment information screen would be amazing.
Also an option to enable automatic charging of the reservation if the guest completes online check-in would help.
Please delete that. It causes so much confusion and people always wonder why we want to know their creditcard details - even though they already paid via bank transfer or paypal . Or some of them even don´t have a credit card at all....
Please offer the deactivation of the credit card query in the settings. So each hotel can decide for itself whether the credit card details should be queried again or not.
Antonia Eitzenberger commented
Please implement this function, a lot of request and calls from guest who are complaining about why we ask for credit card details because they already paid via paypal e.g.
Quite a few Dutch guests don't have a credit card. Just a MAESTRO debit card. We need the option to not require (disable) credit card during guest self check-in.
This information should be mandatory on the main profile (optional if the companies wish it) but optional on the rest of the guests, because at this moment prevents guests from finishing the online checking process, increasing the work of the Front Desk agents.
We would like the credit card request to be switched off when the bill balance is zero.
Telka Knapen commented
Guests can pay with us upon arrival either with cc or with debit card, so indeed please remove this option
Erhan B commented
If a customer booked with e.g. Airbnb oder BookingCom and they already pre-paid, it is difficult to communicate this matter: "You can just leave the check-in process at this point". From a guest journey perspective it would be very nice to have the same success response as you would have if you completed the check-in with credit card information.
Reservations Reservations commented
When guests have finalised their booking (and paid with another method than CC, e.g. with iDEAL) and they want to add their details via the link in the email they easily get confused since the system asks them for their CC... this shouldn't be.
Elsa van den Berg commented
We receive a lot of telephone calls about this. It takes a lot of our time to explain how it works. Please turn it off!!!
Dianne Janssen commented
When people fill in the online check-in they reach the last step and are required to fill in their credit card details. In our country (the Netherlands) it's not customary that people own a credit card and are therefore often stuck at this step of the online check-in and don't know what to do next. It would be helpful to put a custom message at this step of the online check-in like "To proceed with the online check-in you're gonna need a creditcard. If you do not want to leave your creditcard details here or you don’t have one: no worries, you can just leave the check- in process. The data you already filled out was successfully saved.
Benoit Thewys commented
We receive payments of the total amount via our booking engine (which is not Mews). These payments can be via wiretransfer or via debit card such as "maestro" or "ideal". The guest did pay the full amount but are still request to provide a CC. We get calls literally EVERY DAY because of that.
Alexandra MacGibbon commented
Request credit card for pre-authorisation only, prior to check-in (as part of online check-in process).
We often have groups come to stay, where all room charges will be settled by the company or agent. However, we still must take a pre-auth at check-in for each guest, which slows down the check-in process. Right now you can email the guest prior to arrival to receive payment. Can we do the same thing, except request the credit in advance for a pre-auth only?
Claudia M. commented
With the rooming list import function every guest would receive an online check in link. Which does work for corporate groups paying themselves but would cause issues for groups which are paid by a CO or TA.
We would like to seek for a solution withing configuration based on rate groups or rate codes to either request the credit card details during the online check in or not.
We also deal with a lot of young travelers, if we request a credit card its tempting to not use their own credit card, they would enter 3rd party cards which lead us to issues with chargebacks.