Define customer communication language
In many countries, there are multiple official languages, meaning that nationality cannot reliably be used to determine a guest's preferred language for communication. A field for default communication language could then be added to customer profile to ensure consistency in all correspondence and also to prevent guests from receiving messages that they don't understand.
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Hello all,
This status update is part of our ongoing work to simplify and streamline how our UserVoice feedback forum operates. We are reducing the number of statuses to two (Idea to Upvote + Released) to help manage expectations about where each idea stands and to minimize the number of status updates required from our product teams. Our product team reviews everything you share, and we might reach out for more info if we need it.
Thanks for your patience as we work to bring your ideas to life! You can learn more about the changes coming to UserVoice from this post in the Mews Community.
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[Deleted User] commented
This point by Sarah is crucial. How come we can't override the language selection? We get a lot of complaints about this:
"Hi, we can change the guests language in his profile now, but apparently, the language selected by the guest has the priority on all other variables.
This in confusing. For example we change the guests language because he seems to be speaking Dutch instead of French at reception desk. But the guest selected French first, the guest will still receive French automatic mails.
This is not logic."
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Philippe Gueguen commented
Hi team,
As you know some countries have several languages, we give a bad image of Mews to our guest, because we said it's our PMS mistake. -
[Deleted User] commented
Sarah, the field 'customer language' is still disabled when modifying a customers' profile? We can only select the customer language when adding a new customer. Are you sure?
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Sarah Caroline Rongere commented
Hi, we can change the guests language in his profile now, but apparently, the language selected by the guest has the priority on all other variables.
This in confusing. For example we change the guests language because he seems to be speaking Dutch instead of French at reception desk. But the guest selected French first, the guest will still receive French automatic mails.
This is not logic.
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Kato commented
Here it's also very necessary ! (Belgium)
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Sarah Caroline Rongere commented
It would be great to be able to change the language of the customer ourselves.
I heard that the logic of Mews is that only the guest should have control over what they set regarding their language via the Navigator.
But sometimes we make mistakes when creating a guest, and not all guest are able to change is by themselves in the Navigator (because it's a group booking or to difficult for the guest).
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Felix Helbling commented
Currently, the language of automatic mails is controlled by nationality. Not everything is translated in the automatic mews mailings. In the example below, Russia was specified as the nationality. The mail is written partly in Russian and partly in English. It is clear that not all languages can be translated. Therefore, it should be possible for the hotel to specify the selection of possible languages (without depending on the nationality).
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Ваш чек от Hotel Alexander Zurich
Dear Госпожа Vera Pershina,
The following transaction was made at Hotel Alexander Zurich. (Taken
via Mews Merchant)You can find a receipt below:
Собственность Hotel Alexander Zurich
Платёжная карта Кредитная карта типа Master Card 540445******1209
Дата 18.01.2021 18:59:20
Сумма 285.00 CHF
Тип Платёж
Идентификатор ch_1IB20bLPwwCp2e3PMNM6B6pwYou may also request a copy of the official bill at the property. Thank
you for your order.Kind regards,
Hotel Alexander Zurich -
Felix Helbling commented
Because the language cannot be customized in the guest profile, a mail is sent to the guest in different languages. (Ex. salutation "Herr" or "mit uns chatten"). Below is an example of an automatic mail.
____
Online check-out is now available!
Skip reception tomorrow and check out online
Dear Herr alberto Businello ,
We hope you've had a great time at Hotel Alexander Zurich. To make your
departure quick, convenient, and contact-free tomorrow, try checking
out online. Starting now, you can set up online check-out any time
before the end of your stay in just 3 steps:1. Pay any outstanding balance
2. Update your billing address
3. Choose your departure timeAfter that, you're ready to go at the time you've chosen-no need to
visit reception!Get started below and don't hesitate to message us with any questions.
Check-out online
Mit uns chatten
Powered by
-------------------------------
Ihre Rechnung vom Hotel Alexander Zurich
Dear Herr alberto Businello ,
The following transaction was made at Hotel Alexander Zurich.
(Empfangen über Mews Merchant)You can find a receipt below:
Unternehmen Hotel Alexander Zurich
Kreditkarte Mastercard 516097******3028
Datum 06.01.2021 19:08:21
Betrag 140.00 CHF
Typ Zahlung
Identifikator ch_1I6gQkLPwwCp2e3PWIP8W8e6You may also request a copy of the official bill at the property. Thank
you for your order.Kind regards,
Hotel Alexander Zurich------------------------------
Rechnung RE 202008582 from Hotel Alexander Zurich
Dear Herr alberto Businello ,
We've attached a copy of your bill from Hotel Alexander Zurich. Please
contact us at [email protected] if you have any questions or
concerns regarding your bill.Kind regards,
Hotel Alexander ZurichPowered by
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Felix Helbling commented
We have a lot of complaints. Is there already a date when this function will be available? Thx for your support...
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[Deleted User] commented
Hi, I created a new request ticket regarding the same issue.
When you export your customer profiles so you can import it in your mailsystem (eg. Mailchimp or Mailup), the field 'language' is not part of the exported excel file. That's one small step for Mews, one giant leap for mankind.please upvote as well:
btw; this initial idea dates back to 2018.
And I contacted Mews in 2016 that this is a huge problem.
So 2021 should be time to fix it. -
Kobe Labath commented
We would really appreciate this , as this is one of our most frequent customer complaints. Kind regards , Kobe Labath
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René Hans commented
Urgently needed for my guests at the German coast being 99% German.
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Mohamed Bahssi commented
When that will be done !! :-(
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Grégoire Pecheur commented
It's time to make it work!
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Giulia Bertoletti commented
This is much needed. it is ridiculous that the language is not customizable in the guests profiles, when the profile is not created manually.
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Viktor Puetzer commented
It is very strange that Mews deducts the language from the nationality. This are 2 different things. At any time you should be able to choose the communication language with the guest. This is is important for the automatic mails that are sent to the customer, for the invoices and for all other systems that can be connected to Mews and to which contact details are synchronised (including CRM systems for email marketing).
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roland.galliker commented
I definitively agree with Thomas Sergeant that hotel NEEDS to be able to change language of guest, this because many guests do not fill in their profile.
I also agree with Amandio Vilela that it should technically be quite easy to make that once guest language is set, that all correspondence including invoices, be in the guest language.
I agree with Kobe Labath, as this is becoming more and more a complaint from guests. We are writing the year 2020 (now at the end), and this should absolutely be set in place asap
I'm not the youngest anymore, and I tell you that Fidelio in DOS did have this function -
Benno Amort commented
Definitely applies for South Tyrol ... strong need!
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Bertille Saudrais-Petit commented
Yes this should be implemented. We have guests who live in countries where multiple languages are spoken (Switzerland for example) and we are not able to change the default language to the actual language spoken.
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Bob Tholhuijsen commented
It must be possible to change the language in the guest profile.