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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
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Guest Experience

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110 results found

  1. 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

    9 votes
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  2. Being able to personalize a quotation email

    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…

    9 votes
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  3. 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.

    3 votes
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  4. Disable automatic online check-out email for continuing reservations

    Disable automatic online check-out email when the customer has consecutive reservations or changes rooms. Detecting if the customer with the same email continues their reservation the next day should not send the online check-out email so that it is not duplicated.

    5 votes
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  5. As it is now it is only possible to send new messages to internal users. We would like it to be possble with guests.

    As it is now it is only possible to send new messages to internal users. We would like it to be possible with guests as well.
    Meaning that we will be able to send messages to guests without them having done the online checkin or messaged us first.
    Thank you.

    4 votes
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  6. Email Template Scheduling

    It would be great if we could choose the scheduling of the templates to the times we want. For example, Before Start email is 2 days in advance and we would like to have it 5 days in advance.
    At the moment this is set up by MEWS and can not be changed!

    51 votes
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  7. Mews chat function improvements

    all chats sent from the property should be a different colour than the guests message.

    When a chat has been answered it should move to another field of answered messages so it doesnt get mixed up with unanswered messages.

    possibility of accessing the chat through reservations and see previous conversation with a guest for example when checking them in.

    5 votes
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  8. 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
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  9. optin SMS

    Hi,

    I want to manage more optins option in Mews such as SMS and postal mail.
    Could you add additional fields in https://mews-systems.gitbook.io/connector-api/operations/accounts#customer-options

    Regards,
    Floriant

    25 votes
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  10. Sending emails from the demo environment

    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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  11. Smaller SMS package

    SMS package - the minimal top up amount is 50 € monthly. It should be customized to the user needs, as we were not able to spend 50 € for monthly sms usage in the past 12 months.
    There should be a smaller package available. In our case it's roughly 20-20€/month.

    5 votes
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  12. Connect a Chatbot partner to our guest journey.

    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

    7 votes
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  13. 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
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  14. Informationen in Anfrage- und Optionsmails

    Bei den Anfrage- und Optionsmails wird automatisch die Anreiseinfo des Zimmers mit gesendet. Da der Gast aber noch nicht gebucht hat ist es nicht wünschenswert das er bereits den Wlan-Code für das jeweilige Apartment erhält. Eine separate Anfrage- und Optionsmail nur mit der Aufstellung des Preises wäre wünschenswert.

    2 votes
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  15. create task when e-mail bounce

    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...

    28 votes
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  16. Custom mail per rate group

    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…

    19 votes
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  17. SMS

    We are interested in adding the SMS add on but before you fix the phone number issue it will not be worth it.

    In our previous system they separated the country code from the nr. just do it like that. So we choose the country code from the drop down menu and then write the number after. It should be easy even to integrate with different channels - I know it is possible with booking.com and Expedia.

    I think when making a reservation there are some things that are basic: name, telephonenumer and email adress. That there is an issue…

    1 vote
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  18. Formatierung für Raumkategorie E-Mail

    Bei der Raumkategorie kann ein individueller Text eingegeben werden, ursprünglich im html Format und somit auch richtig formatiert, Seit zwei Wochen wird ist es zwar möglich ohne html code die Informationen einzugeben jedoch kann man wichtige Infos nicht hervorheben und auch ansonsten keinerlei Formatierungen hinzufügen. Es wäre schön wenn Formatierungsoptionen angeboten werden.

    1 vote
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  19. Allow changing colors of placeholders

    When changing colors of placeholders, it still appears blue on gmail accounts. Would be great to allow the change of color to apply across all apps to make it more consistent with overall branding for each property

    2 votes
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  20. 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
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