Guest Journey

Hallo zusammen,wir beobachten aktuell ein Problem mit den Links zum Gästeportal in unseren Bestätigungs- und Check-In-E-Mails und würden gerne wissen, ob andere Häuser ähnliche Erfahrungen machen. Das Problem: Obwohl die E-Mails frisch versendet wurden (oft erst wenige Minuten alt), führt der Button "Zur Buchung gehen" bei vielen Gästen direkt auf eine Fehlerseite mit der Meldung: „Ihr Link ist abgelaufen. Sie erhalten einen neuen Link per E-Mail...“.Die offiziellen Mews-Fristen (24h nach Ende der Reservierung oder 4 Wochen nach Versand) greifen hier offensichtlich nicht. Der Link scheint bereits beim ersten Klick als "abgelaufen" markiert zu werden.Verschärfung durch Zustellungsverzögerung: Unsere internen Tests und das Feedback von Gästen haben zudem gezeigt: Klickt der Gast auf der Fehlerseite auf den Button, um einen neuen Link anzufordern, dauert es zwischen 20 u

Is there a way to let MEWS know that we are in Canada and that an address should be :Door number/civic address, street name, province/state, country, postal code?At the moment, it automatically reverts to :street name, door number/civic address, province/state, country, postal codewhich makes any exported list useless to convert to automatic mailing or for import to another software. We are manually correcting any issues we come across, but as soon as we use the Search function, it reverts to the incorrect adress when completing the boxes

Hi,I'm experiencing issues with the new email confirmation template from use. For the reservation details and pricing summary I use the default settings.My problem is that every nightly/daily service/product is added on it's own row. With bookings of multiple rooms and long stays, the confirmation becomes enormous and hard to read. I would like to have these nightly products grouped per item instead of each nightly item on a separate row.Currently, under extra's it lists all extra's (dog per night) without a price per room/reservation.Then under Pricing summary it lists every nightly item on its own row. This includes room price per night, city tax per day, dog per day etc.having these two enormous lists underneath eachother makes it hard to read. Example: I would like to go from this:nightly stay 100nightly stay 100nightly stay 100city tax 3city tax 3city tax 3dog 20dog 20

Can anyone recommend (physical) ID scanners that work well with the Mews kiosk? I have experience with AdriaScan and 365id (both have their up- and downsides), but not in combination with kiosk check-in. I am aware that Mews offers ID scan via the camera, but in my tests, it didn’t work very well. 

Hi Community!We are struggling a bit with the new email templates, specifically the price per room. Mews loops through the reservations in the confirmation email, and displays the info for each reservation. But does not show the price. The price is only shown in a summary at the bottom.For us, this summary shows up as:  This makes it impossible for the guest to figure out to which room the price belongs.  However, in the example text, in the mail editor, the merge tag show the name of the room above each charge. Is that just misleading, or does that actually work for other properties? Are we doing something wrong..?Or does

Hallo, kennt sich hier irgendjemand mit der Benutzung von Schleifen aus. Ich verstehe das leider nicht und die schleifen kann man auch nur in englisch konfigurieren. gibt es da irgendwo eine seite, wo das genau erklärt ist ? ich bin hier gerade am verzweifeln. die gäste beschweren sich schon über die schlechte verständlichkeit des Angebots oder auch der Bestätigung. 

Hi Mews Community,we use Mews + Guest Portal and would like to make City Tax mandatory to pay during online check-in — for both OTA and direct bookings.A few questions: Is it possible to offer additional payment methods in the Guest Portal (beyond credit card)? What’s the cleanest way to set this up: City Tax/Stay Product + Payment Policy, or (tax) deposit / automatic tax deposit? Ideally, guests should pay only the city tax during online check-in, while the remaining balance can be paid later. How do you handle the calculation in this setup (e.g., per person/per night, exemptions like children, partial stays/changes, and adjustments if the guest count or dates change after check-in)? Any best-practice setup tips are appreciated.

Hey guys,We’ve now managed to start paid reservations on the day of arrival just by completing the online check-in. I really like the check-in process and its smooth integration with the data. However, with OTA guests it’s such a bottleneck because a verification email is sent, and Booking.com’s email service sometimes takes up to 20 minutes to deliver it.How can this be handled better? Is it possible to switch to SMS verification?Has anyone else experienced these issues and found a good solution?Best regards,Hendrik

Hallo Community,wir haben eine (abhängige) Werbeaktionsrate erstellt und möchten diese nun mit korrektem Streichpreis auf der WBE anzeigen lassen. Die Werbeaktionsrate ist Ratengruppe A (Non-Ref) zugeordnet. Die Basisrate dafür ist Ratengruppe B (Flex) zugeordnet und soll als Streichpreis angezeigt werden. Als Streichpreis bedient Mews sich jedoch scheinbar nur aus der selben Ratengruppe. Ich habe bereits versucht eine Dummy-Rate (Kopie der Basisrate) in Ratengruppe A als Fundament für den Streichpreis zu hinterlegen. Diese muss jedoch aktiviert sein, um als Streichpreis angezeigt zu werden. Wenn nun ein Gast ohne Promocode für die Werbeaktionsrate bucht, kann er die Dummy-Rate sehen. Nicht gut. Gibt es noch eine andere Lösung? Vielen Dank und einen guten Start in die Woche! Liebe Grüße, Niclas

Hi Mews Community,I would love to ask for your support and upvotes on a feature request we recently submitted regarding the Guest Portal online check-in journey. Guest Portal Feature RequestWe are actively using Mews Online Check-in with passport scanning, and the overall guest feedback has been very positive. It has significantly reduced front office workload and helps guests feel welcomed before they even arrive. For single travelers, the experience works beautifully.Where we see friction is with reservations that include multiple guests, families, or group buyouts such as weddings and events. Currently, each additional guest must receive an individual invitation to scan their passport and provide consent even if they stay in the same room. From an operational and gu

Hallo liebe Mews Community,ich würde euch gerne meinen selbstgebauten Check-in-Automaten vorstellen. Da wir auf der Suche nach einer kostengünstigen, aber voll integrierten Self-Check-in-Lösung waren, habe ich mich entschieden, einen eigenen Kiosk auf Basis der vorhandenen Mews Kiosk Software zu bauen – speziell für Mews-Nutzer. Die Idee war simpel:Ich habe die originale Mews Kiosk Software auf einem normalen Android-Tablet installiert und dafür einen diebstahlsicheren Korpus aus Edelstahl anfertigen lassen. In diesem Gehäuse sind sauber und sicher kombiniert: das Android-Tablet mit Mews Kiosk ein EC-Terminal von Mews sowie in unserem Fall ein Zimmerkarten-Codierer von Häfele  Das Ergebnis ist ein kompakter, stabiler und professioneller Check-in-

Hallo zusammen,wir haben folgendes Problem mit den E-Mail-Benachrichtigungen:Es werden keine E-Mails bei manuell versendeten Optionsbestätigungen und deren Bestätigung ausgelöst.Bei Buchungen über Booking erhalten wir eine Benachrichtigungen aber bei der Annahme einer Optionalen Buchung und der daraus resultierenden Fixbuchung erhalten wir keine. Wir sehen die Änderungen im System, hätten aber gerne zusätzlich eine automatische Benachrichtigung per E-Mail.Die Einstellungen wurden gemäß Knowledge Base vorgenommen: alle relevanten Häkchen gesetzt alle Mitarbeiter, Rollen korrekt hinterlegt Hat jemand eine Idee, woran das liegen könnte oder ob hierfür eine zusätzliche Einstellung nötig ist?Vielen Dank!Grünerhof Obergurgl

Liebe Mewser,was macht Ihr, um Gäste mit Kostenübernahme vom Bezahlen am Kiosk-Terminal freihalten zu können? 

Hi, we’re having a large number of guests who are opting out of our marketing emails via the guest portal.  Of course we want to be GDPR compliant but it is frustrating for our marketing efforts that happy & valuable guests are opting out before they have even received marketing communications, because the portal almost directs them to do it - and so you’d expect them to opt out if given the choice here.  Is there a way to change how this appears.  Does anyone have any advice from their experiences?  Many thanks

I’m wondering if any hotel has successfully integrated an RFID card dispenser into the MEWS kiosk for room keys. These dispensers are relatively inexpensive and can be built into the reception desk.In my experience, the step where the guest needs to take a card and place it on the key encoder during check-in is where we face the biggest challenges in getting guests to understand the process, despite videos and instructions.If the kiosk were semi-automatic, this would make things considerably easier.I would appreciate hearing how other hotels handle this!

In the pre-arrival communication with guests a QR code is included for faster check-in at the kiosk. However, we have not been able to get this function to work well at all—mainly because guests struggle to understand how to position the code correctly, as well as which camera to use (front vs. rear).I would also like to add that we are not using a small tablet; our kiosk is installed on a larger touchscreen, which may affect the setup and user experience.What experience do other hotels have with the QR code for kiosk self (not assisted) check-in?Any tips or best practices would be greatly appreciated!

Hello!I recently noticed that the requirement for email address in the check in form as been set to “NOT required” by default for the reservation owner: I am pretty sure that this had been set to “required” previously. As of now this setting allowed guests to check-in without email and if a booking.com proxy address was in file it did not ask the guests for their direct email address.Is this change intentional? What are the reason behind this change? A regression/bug? If I set it to back to “required” will this again trigger the email collection for @guest.booking.com addresses and expedia proxa addresses ?I will try and report back … Clarification by MEWS ​@Mews Community Team  highly appreciated :-) Kind regards,Jean-Philipp.

Hello, I have the mews gift voucher app and I would like the guest to be able to put their code in the engine so we don’t have to do it manually. Has anybody managed to do it? Thank you, Ameline 

Am i the only one here that finds it hard to understand that the “order summary screen” on Kiosk is showing all items part of the reservation at check in, where we obviously have some of the items (like corrections, commission adjustments and others) listed with the ‘bill as package’ option. We dont want the guest to see these items, but acc to support this is a ‘by design’ functionality? 

Hi Mews Community,At our hotel, key cards expire at the fixed checkout time (11:00 AM). However, we often find that guests need to retrieve luggage or personal items from their rooms shortly after checkout. This can lead to frustration when they can't access their room and need to return to the front desk for assistance.Question: How do other hotels handle this situation? Do you:Extend the validity of key cards for a short period after checkout? Have a process for manually reactivating cards upon guest request? Use alternative solutions, such as temporary access codes or staff assistance?We are exploring ways to improve the guest experience while maintaining operational efficiency. If you have implemented a solution or have best practices to share, we would love to hear from you!Thanks in advance for your insights.Ivo

We have a Self check in Kiosk from the MEWS at our property.The question we have for the Mews Community is if a guest trying to do a self check in, the check in kiosk will bring the guest to the payment page to pay for the room. The question we have is what an if the guest has prepaid the reservation and we already have received the virtual card for the payment or in another scenario the guest card is already been pre authorized by the system.So in any of those situation the guest might end up paying twice, does anyone have any idea how to make it go through with out ending up charging the guest twice? Also we do take the credit card for incidental if the reservation is prepaid will the kiosk ask for a credit card for incidental by itself? If anyone using the kiosk can help us with our question please let us know about it or if needed more information on our question do let us know as well. Thank you! 

Ich stehe gerade vor folgenden technischen Herausforderungen (Schließsystem von Salto):Fall: eine Buchung für 2 Nächte für eine Person und in der 3. Nacht kommt eine weitere Person dazu. Gibt es eine Möglichkeit, diese Buchung so anzulegen, dass eine weitere Person dazugebucht werden kann oder geht es nur durch das Anlegen von 2 verbundenen Reservierungen mit der Einschränkung, dass am Tag, wo die 2. Person dazu kommt, neu eingecheckt werden muss. Kann ich irgendwie die Schlüsselkarte für die erste Person direkt für den kompletten Zeitraum schreiben? Fall: eine Buchung über booking, Gast reist an und möchte eine Nacht verlängern. An sich würde ich den Abreisetag abändern und das Häkchen setzen bei “Erstelle eine neue Reservierung für zusätzliche Nächte”. Dann kann ich auch die Hausrate eintragen (die niedriger ist, als die Rate für die Portale). Jetzt wollte der Gast, weil er spät zurückkommt, aber direkt eine Karte haben für beide Nächte. Deshalb habe

As for the guest journey, we have included the SMS add-on. It works well; however, we’ve noticed that for guests who don’t have an email address but only a phone number, no additional SMS is sent. We’re wondering if there’s a setting that allows the system to send the SMS in such cases — so that guests without an email address but with a phone number still receive the message. This would help encourage them to use the online check-in even when we don’t have their email.