Guest Journey

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 ich die Reservierung mit der glei

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.