Guest Journey

As soon as we have more than 1 room within the group, the check-in does not work. The guest fills in the form and the data cannot be submitted. This is very tedious and unprofessional, as everything has to be done twice. Is there a solution?We are in employee mode on a tablet.

We’ve just started using Salto and the Mews Salto Integration and it works fine so far but there are two big questions for us:When the keys are programmed, the authorization automatically expires based on the departure time. Is there a way to adjust this? If we adjust the departure time in the service options, this time is automatically displayed, for example, in the guest portal. However, we want the time to be communicated, for example, departure at 7:00 p.m., but the keys are valid for a little longer, until 7:15 p.m. Same for earlier.   Currently, if you program a key for a room, it deactivates all the others. For example, a guest arrives and you program two keys. Later, they come back and want another one (e.g., for a child, or someone else coming into the room a day later). If I then program an additional key, all the others become invalid. That makes sense in principle, but it would be useful to be able to choose whether to program additional keys o

We recently started using Digital Key for Salto Space.Does anyone here know how a guest can get the Digital Key if they have not chosen it during online checkin?So for example, a guest has checked in online, but did not choose Digital Key. They then want to get a Digital Key later, how do they do this?Update: It seems to be that when a guest has also booked a promoted service during online checkin, in our case a parking spot, they are not offered a Digital Key for the room.

Hallo zusammen,kann mir bitte jemand sagen, ob es beim Online-Check-In möglich ist, auch direkt die weiteren Daten der Begleitpersonen abzufragen, also z.B. Vorname, Nachname, Geb.-Datum, E-Mail-Adresse?

Hi, Today a guest pointed out that our booking module does not save the guest changes. So when you first select a date range with 2 adults and then view the rooms and select a room and add a child it does not save it and the booking is made only for 2 adults.  I made a screen recording wish might explain it more clearly:  

Is anyone working with the combination MEWS - Booking.com - Vostio Digital Key?We've been experiencing issues from the very beginning, and so far, no one seems able to provide a solid solution.When a guest makes a reservation through Booking.com, they automatically receive a message from MEWS prompting them to check in online and create a digital key. Most guests are able to complete the online check-in, but then they don’t see the option to generate a digital key. In cases where guests do manage to create the key, it often doesn’t work upon arrival.In general, we’re also having ongoing issues with the functionality of the digital keys. The doors don’t open on the first attempts, and after multiple tries, it might eventually work.Is there anyone else who has experienced similar issues or has found a reliable way to resolve them?

👋 Hi everyone,We’re currently considering whether it’s worth paying for the SMS service from MEWS to notify guests about the online check-in. 📲💬Alternatively, we’re thinking about using WhatsApp messages via our local chatbot partner instead. 🤖📱Both options come with pros and cons.what do you think about? 

Hello community, does anyone have experience sharing the check-in URL? We need to send through a MEWS partner and also manually the URL that MEWS generates for each guest to iniciate the online check-in process.Also, I take this opportunity to ask if this is feasible, maybe MEWS has not developed this possibility yet or prohibits it for some reason. Any information on this topic, will be appreciated. Regards, Nicolas.

Kiosk Check In Meldescheindaten können nicht abgerufen werden, daher kein digitaler Check In möglich!! Fehlermeldung.Jemand Erfahrung??

Hallo, gibt es jemanden, der die Digital Key Funktion für Assa Abloy oder Salto nutzt? Wir sind aktuell dabei, zu überlegen, ob das eine Möglichkeit für uns ist und hoffe auf den ein oder anderen Erfahrungsbericht :)  Liebe Grüße, Maxi

Hey everyone, 👋 I hope you’re all doing well! 😊I was wondering if there’s any possibility to receive some statistics 📈 regarding the current usage rates 📊 of our online check-in ✅ and check-out 🔚 features.It would be really helpful to get a percentage breakdown 🔢 to better understand how frequently these options are being utilized by our users 🙋‍♂️🙋‍♀️. Thanks in advance for your support!

Recently we have setup the Mews app with Mail templates sending to guest automatically.  It was all good for Direct booking through booking engine.  However, for those OTA bookings (such as Booking.com), the guest never receive any email setup on Mews (including confirmation email and online checkin etc).  We can confirm the integration is fine (Bookings and rate are synchronized).  We also enabled the option of “Send confirmation email to channel reservations”.  Appreciate your advice what is missing for the OTA bookings.

Hello!Is there a way to setup the Kiosk so that the “Balance Check” option is only enforced during CheckOut?At CheckIn we don’t want to force guests to provide a credit card or payment, but upon CheckOut it should be enforced… As I understood the help article if I enable “Balance Check” Option it will enforce payments at CheckIn, but that’s not what we want as we want to keep the self CheckIn - especially in the night - as smooth as possible.Kind regards,Jean-Philipp

Hey everyone! 😊Is anyone else experiencing issues with sending automated online check-in emails? 📧✈️We’ve been using Mews for about 2.5 weeks now, and suddenly, no check-in emails have been sent for the past few days. 😕We already have a ticket open with support 🎫, but maybe someone from the community has a tip or has seen this before? 🤔💡Thanks in advance! 🙏

Hi all, I am making a series of buttons to feature in our Check In Online Email. Will the highlighted row below work properly if I embed the placeholder {chatUrl} inside the HTML? It’s easier to customize the button that way. <div>    <div class="button-row">        <a href="{chatUrl}" class="booking-button"> Chat with us! </a>    </div></div>  Thanks!

Hi :)I found this info: Mews automatically maps your space categories; you can remove any you do not wish to send. If you want to add more, you can manually map them.But how do i remove a space type from the booking engine ?Do i need to map all my categories to do this ? 

Hi everyone! Does anyone know if it's possible to configure a video to play or appear after a guest completes their online check-in?We'd love to use it for a quick welcome message :)

Is there a way to restrict a rate in the Mews booking engine to mobile only? We want to offer Mobile path discounts on OTAs, but I cannot see a way to match this on the Mews Booking Engine. 

Hello!What options exist for metasearch with the Mews booking engine? Are there any? I’m seeing Mirai, but that looks like it would be a new booking engine solution in general that supports metasearch. Our CRS is Siteminder, but this isn’t an option for a booking engine for us. 

Hey all, Im looking for a collegue hotel who's using the MEWS kiosk and Hotek Classic Locks.  IF possible in the (eastern part) of the Netherlands :) Looking forward to hear from you!  With kind regards! Erik 

Hi Community,Has anyone else experienced issues with keycutting from Mews to Visionline for large rooms?Keys for rooms of 4 guests or smaller, works fine. Rooms of 6 or more guests, keys cannot be cut via Mews and must be cut directly in visionline. The mapping within Mews has been checked, the settings within visionline have been checked. Support from both companies cannot figure it out.  Hoping someone has already discovered the magic setting to get this working! 

Ist es möglich, beim Check-in am Kiosk die Zahlung direkt anzufordern, wenn die Übernachtung noch nicht bezahlt ist?Wir haben nicht von allen Gästen Kreditkartendaten (nicht alle haben eine und wir bekommen aufgrund dessen einige telefonische Buchungen, da Zimmer online bei uns nur mit Kreditkarte buchbar sind) und wer dann über den Kiosk eincheckt, wird nicht nach einer Zahlung gefragt. Ich hätte aber gern bei Check-in eine Zahlung für das Zimmer. Am Kiosk ist ein Zahlterminal vorhanden, eine Zahlung wäre also darüber möglich (dann auch mit ec-Karte). Kann ich irgendwo einstellen, dass die Zahlung verlangt wird? Im besten Fall nach Abfrage der persönlichen Daten, noch bevor die Frage nach der Anzahl der Schlüsselkarten kommt, die Frage, wie bezahlt werden soll.Falls das noch nicht geht, wäre es ein Verbesserungsvorschlag. 

Hey everybody,I'm back with a question regarding Mews online check-in.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