Guest Journey

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.

We want our guest to be able to use the guest portal to chat/message feature and modify their reservation dates if needed, but not check in or out online is there a way to disable online check in and out?

In the **Match and Merge** function for guest profiles, we often get suggestions to merge profiles based on phone numbers — but in many cases, the phone number in the guest profile actually belongs to the **travel agency**, not the guest.This means the profiles often do **not** belong to the same guest, so we usually choose **“Keep separate.”**Would it be possible to adjust the matching algorithm so that it **ignores certain phone numbers** (specifically those belonging to travel agencies) when matching guest profiles?I’m also curious if other countries are experiencing the same issue — that **bookings from TA's via Amadeus** always lack the guest’s email and use the **travel agency’s phone number** instead of the guest’s.I’d like to check if this problem is local or more widespread. Thanks for shedding light! 🌼(sorry for the typo in the heading *match*. Couldn't correct after uploading) 😅

In the new email template system:Is there a way to filter content blocks depending on the arrival date?It would be great to i.e. show offers for a ski pass only for reservations in the winter season, or ebike offers in the summer season. 

We would like to include more booking-specific details in the email sent after check-in — specifically the Mews Booking Number. This is important because guests need this number to generate a new key at the kiosk if they lose their original one. However, I can’t find where to access existing fields containing data from the booking? Where is it hidden 😅👍

Does anyone know if it’s possible to *mirror* the guest registration card digitally — for example, on a tablet — and let the guest fill it out at check-in?We don’t use paper registration cards since we are **Green Key certified**.As far as I know, the guest can only complete the registration card through:a. **Online check-in**b. **Kiosk check-in**However, I’ve heard that the receptionist can also *mirror* the digital registration card during a regular check-in.Can anyone confirm or deny whether this function is available? 

Hallo zusammen,wir haben aktuell das Thema mit der MEWS WBE und der SIchtbarkeit auf Google (Google Ads)Als Partner arbeiten wir aktuell mit Rategain zusammen.Dies funktioniert nur so “semi” erfolgreich, wir haben in manchen Hotels die volle Funktion, in manchen werden wir zwar als günstigste Plattform angezeigt wenn man dann aber den entsprechende Link anklickt stimmt der auf google angezeigte Preis nicht mit der WBE überein.Habt ihr hier Erfahrungen?Wir wollen vermeiden auf eine andere WBE wie HNS oder ähnlich umzusteigen.Vielen Dank für eure Erfahrungen.

Hi everyone,We’re currently exploring the implementation of self check-in at our hotel, but we’ve run into some challenges regarding group bookings.At the moment, when a guest who is part of a group tries to check in via self check-in, they can see all reservations under the same group. In addition, the first person who checks in is prompted to pay for the entire group reservation, which isn’t ideal for us.Since we often work with groups, this setup doesn’t fit well with our operations. We’d love to hear how other hotels handle this scenario: Do you have a specific process or workaround for group check-ins? Have you configured anything in Mews to separate or simplify individual check-ins within a group booking? Any best practices or lessons learned you could share? Thanks in advance for your insights! 

Hi, is there a report or a way to get any statistics to see how many of our guest use mobile keys? Thank you.

Hey guys, Im back back with my anual question! At the moment, when someone checks in via the portal, their reservation does not automatically get started on the day of arrival.Our third-party communication software now allows us to use the deep link for the Mews guest portal, so I’d like to switch to using the Mews guest portal instead.I need the possibility to automatically start all reservations where guests have checked in online at their check-in time. Since everything is prepaid at our properties, this wouldn’t be an issue.Is there a solution for this? That would be great!Cheers,Hendrik

I'm wondering if there's a way to communicate during the booking or checkout process when we have an announcement specific to the stay date. For instance, if someone's reserving the night of December 31st we want them to know that there's a party for New Year's Eve (perhaps a ticket to an event would be included with the stay). We don't want to have to share this New Year’s Eve information with people booking other dates as it's not relevant to the vast majority of people looking to stay at the hotel.Does that functionality now exist and if not what’s the best alternative?

Hallo zusammen,leider haben wir ein Problem mit unserem Kiosk Check in. Bei bestimmten Buchungen (vorwiegend bei Gruppenbuchungen oder Buchungen bei denen Anreisende und Buchende Person nicht die gleichen sind aufgekommen) löscht bzw. überschreibt das Kiosk die im PMS angelegten anreisenden Gäste. Wir haben extra ein (nicht besonders professionelles aber effektives) Video erstellt, auf welchem wir den Fehler rekonstruieren konnten. Selbst nach mehrmaligem hinterlegen der Gästekartei überschreibt der Kiosk diese wiederkehrend, wie auf dem Video erkennbar.Hier ein Link zum Video -> https://share.icloud.com/photos/063y9ObebIF-RW8QU4kFWYoXw Wir haben die Tablets zudem bereits mehrfach neu gestartet und auch die Kiosk App auf Updates geprüft. Leider vergeblich. Hat noch jemand dieses oder ähnliche Probleme zu vermelden

Liebe Community, wir haben immer wieder das Problem, dass Gäste beim Auschecken am KIOSK nicht zum Bezahlen aufgefordert werden, obwohl sie noch einen offene Rechnung zu begleichen haben. Der Rechnungsverantwortliche ist auch immer der Gast selbst, also daran kann es nicht liegen.Hat jemand ebenso dieses Problem, bzw. welche Lösung gibt es hierzu?Besten Dank,Helene

Hello 👋,Our hotels use availability blocks and booking engine links primarily for groups and special events.Is there a way to specify custom terms and conditions for each block?I noticed that during the booking process there is only a link to the general terms & conditions, which in the case of blocks are likely not fully applicable.I also cannot find any option to add visible notes, special terms & conditions, etc.  

Hi all,We don’t have an MDM in place yet. Right now we manually restart all kiosk iPads once a week for updates and because they run 24/7. I’m looking to set this up properly so we can automate updates and reboots and keep the devices stable.What I’m trying to achieve Remote weekly restart (soft reset). App updates for the Mews Kiosk. IOS updates in a fixed night window. Keep the iPads locked in Single App Mode so guests can’t switch apps after the update. Questions Which MDMs are you using successfully with Mews Kiosk iPads?(Mosyle, SimpleMDM, Jamf Now/Pro, Intune, Meraki, other? Can you fully automate a weekly flow like this? Turn Single App Mode off Update the Mews Kiosk app Install ios updates if available Remote restart Turn Single App Mode on again (auto-launch kiosk)

Hey guys,Is anyone else experiencing issues with the Kiosk?It felt like we were getting a new version every two days, but the current one has been out for about two weeks now—and we’re still experiencing problems with the app freezing or getting stuck at every property.This is really tough for our hosts, who have to take out the iPad and deal with that while beeig alone on shift. Is someone from the Kiosk team here who can explain why this issue hasn’t been resolved yet?Best regards,Hendrik

Hello Community, is it possible to offer products from our shop during the checkout process at the MEWS kiosk, for example: “Would you like to buy …?” Does anyone has this feature? Thank, Helene

I am writing to you regarding a few issues we’ve recently encountered on Mews. First of all, when Mews Kiosk prompts us to enter email addresses, there are instances where, for various reasons, the email entered does not get saved under the client's profile in the "Email address" field, but instead appears in the "Internal Notes" section.This is a major issue for us, as it replaces existing client notes with the email address, permanently erasing important information. These notes often contain details about returning guests, their preferences, habits, or dislikes, that are crucial to personalizing their experience. We would like to recover these notes, as well as any other client notes that were lost and never restored due to this issue.

Hallo zusammenIch habe eine Frage zum Kiosk. Wie macht Ihr das mit zwei verschiedenen Services, wie z.B. Day Use und normaler Übernachtung. Habt ihr zwei verschiedene Tablets, eins für jeden Service?Besten DankLars

Hi everyone,has anyone noticed a change since the update in early/mid-June? I believe this coincided with the go-live of the mail template editor.Previously, when we changed the “Reservation Owner,” the confirmation email sent to the booker would list the individual guest names for each booking number. Unfortunately, this no longer happens.Now, the confirmation only shows the booker’s name at the top of the message, with no guest names shown for the individual reservations. For multi-room bookings, this is understandably quite confusing for both us and the guests.Overall, the default confirmation template for the booker (which we still use) is noticeably less effective than it was before the update.We have tried editing the standard template to fix this, but so far without real success.We managed to show the bookers name for all reservations, but thats not really helpful either.Has anyone found a solution or workaround for this? Are we

Hello! ​@Mews Community Team I noticed a very annoying issue with the KIOSK App update process.Since we, and most probably everyone else (?) is running the App for Guest SelfCheckIn in Single App Mode / Kiosk Mode on the iPad automatically updating the app through the app store or via MDM is not possible. I guess because the App is forced to stay open and cannot be updated while open.Therefore someone has to manually deactivate the Single App Mode through MDM or Supervised Access Tools. We use iMazing to put the iPad in Supervised mode and therefore the update process is extra tedious (go there, connect with cable to Mac, deactivate Single App Mode, initiate App Store Updates, reacticate Single App Mode )It would be appreciated if functionality breaking updates were announced in a mailing list so that we are aware if the fact that we need to go and update the app manually. Furthermore less frequent breaking upda

Hallo ZusammenHat jemand ebenfalls den digitalen Schlüssel mit SALTO bereits aufgeschalten?Wir haben das Problem, dass sich der digitale Schlüssel nur aktiviert, wenn auch eine Schlüsselkarte erstellt wird. Wenn die Codierstation keine Schlüsselkarte erstellen kann, dann aktiviert sich auch der digitale Schlüssel nicht. Wir wissen nicht welche Einstellung fehlerhaft sind und sind auch im Austausch mit dem Support. Nun wollte ich fragen, ob jemand das System erfolgreich nutzt und evt die Einstellungen beim KeyCutter teilen kann. Danke für eure Hilfe

Hi, our guests often need their invoices issued in name of their company so it would be great if the guest could mention the company name and adress by online check-in. This way we can spare the guests from waiting by check-out because all needed datas are already filled. On weekdays with many guests checking out at the same time it is very irritating for these waiting in line just because we have to fill out the missing datas before we can issue the bill.Generally it would be helpful to print the registration form with the possibility to mention the company.