Guest Journey

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

Hi Community, We have recently switched to hardcoded city tax, exclusive from rates and have now found out that only city tax products will display on the Mews booking engine, not the hard coded city tax. A huge issue as we need to display the total price to guests before booking, not disclosing this price is extremely misleading. Has anyone found a workaround? We do not want to work with products and do not want to include City Tax in the rate. Thanks, Sam

Hello dear community,We are planning to set up a self-check-in station in our hotel. We are now looking for a card dispenser that is not only functional but also visually appealing. We can't really find anything reasonable on the Internet that doesn't look too cheap. Do any of you also have a self-check-in station with a card dispenser and can you recommend one?I would be grateful for any tips.

Hi all,How do you prevent minors from checking in independently via the Mews self check-in kiosk?This past weekend, we experienced a situation at one of our properties where a minor checked in independently via the Mews kiosk, which is actually not legally allowed in our region. We'd like to avoid this happening again.Does anyone know if there are settings, automations, or practical solutions within Mews to help prevent underage guests from checking in without supervision?For example: ID checks, date of birth validation, or automatic alerts when an underage guest tries to check in?Thanks! Emilie   

Hoping someone can assist me with an answer! We have a dynamic rate structure. The MEWS booking engine displays an average nightly rate when potential guests are shopping. However, guests are not made aware that the rate is an average rate and not a nightly rate. Has anyone ran into this issue and how did you get around it? Also does anyone have a suggestion on how to send rate breakdowns after booking? Thank you community!! 

Hello!Self-Checkin after midnight seems to be not possible, because the room status becomes reset to dirty at midnight even though the respective reservation has not been checked in yet. When the guest arrives after midnight check in is denied because „room not ready“.is there a work around or setting I missed?it would help if the time the cleaning status becomes reset could be set to a later time, like 4 am…what are your tips and experiences?kind regards,Jean-Philipp.

Hi everyone,Simple questions. During a booking on our website, we want only the room with the appropriate capacity to appear. For example, when a family of four wants to book through our system, only the family room should be shown, not the standard room. For the moment they can see all the types of room, so there is no filter in the booking ? Thank you.  

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

Dear All, in my first impression (we went live 3 weeks ago) the online check-in asks for CC incl. verification at online check-in even if the guest has gone through 3Ds before (at time of booking for example)? Is that possible? I do understand the guests’ frustration there. While I do agree we need to have a mindset shift in the DACH region and normalize cc capture and verification I believe this is exaggerated. Could someone confirm if my first observation are correct? Where do I see if the guest has successfully gone through 3Ds in the profile?

Hello!As the title says, I’m looking to get in touch with some Hostels that are using both Mews and the Häfele Dialock lock system. I have some questions about integrating the two and your experience with getting everything to work. If you’re using these systems, or know a property that does, please let me know how I can get in touch. Thanks!

Hello Mewters!Question: I need a guest communication add-on, capable of doing few things.. I wonder if this is possible. We want to make the whole customer journey digital without any human interfering at our end. What I would need is:1) Online check-in with ID check2) Automated, unique pin codes for SALTO door locks, created and sent to guests3) is possible, we would like to make upselling in our apartments. Example: you stay in an apartment, you see a locked boxed and would like to purchase the things inside. Scan the QR code, pay, get pincode/mobile key and open the lock. How would you solve these issues? The first two are crucial, last one on the wish list. Thanks for help!Ville​​​​​​​

Good afternoon,Is anyone else experiencing issues with the Online Check-in process displaying the upgraded room category instead of the originally booked category (named in MEWS: Requested category) ?This can create confusion for guests who may assume the upgraded room comes with an additional charge. They will not realize that it’s a complimentary upgrade offered to them.If anyone has suggestions or insights on how to address this, your help would be greatly appreciated!Thank you,Carol

dringend suchen wir die Möglichkeit, das das Sekretariat unserer Gäste die Möglichkeit hat, sowohl eine Gastadresse anzugeben als auch  eine Rechnungsanschrift, das eine brauchen wir um gesetzeskonform zu arbeiten, das andere um Geld zu verdienen. Gleiches für den Online-Check-In und -Out.  Der Gast will die Daten einpflegen, kann er aber nicht. Stattdessen müssen wir etliche Rechnungen im Nachhinein korrigieren, umschreiben, stornieren was nur unnötige Arbeit für uns und unsere Firmenkunden darstellt.  

Hi,We’ve noted that the Before Start email has disappeared from the MEWS emails?  We can’t see anything in MEWS updates about this and its still showing as an email in the Knowledge Base, so just to ask is this an update?  Many thanks

Does anyone know if it’s possible to use the same voucher code for two different vouchers with restrictions? In my case, I am trying to set up a voucher that provides 5% off all the time. However, on weekends that there is a concert in town, a second voucher will provide 10% off instead, on very specific dates that I was able to set up with restrictions.  However, I want these vouchers to be easy to use. I was thinking that if I used the same voucher code for both, when guests type that code in on our booking engine, it would bring up the appropriate rate based on the dates selected and the restrictions I have set up.  Has anyone done this before, or have an easier way to do it if this route isn’t feasible?  Thank you! 

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. 

Hey everyone,We’re facing an issue with the breakfast selection in the Mews Kiosk and are looking for a good solution.🍽️ Our breakfast options:Savory Sweet Kids' breakfastSince we offer plated breakfasts, it would be great if guests could select a time slot for their breakfast. Is there a way to integrate this into the Mews Kiosk? Or maybe a main breakfast category to make the selection clearer?🤔 The biggest issue: Quantity selectionRight now, guests can only choose “Breakfast for 1” or “Breakfast for 2.” This is inconvenient when guests in the same room want different breakfast types and quantities. Example:Room with 4 guests 2x savory breakfast + 2x sweet breakfastHowever, the kiosk doesn’t allow guests to specify the number of each breakfast type separately. This causes confusi

Is there a way to Do an online check-in without having input card details? We are having issues where it is charging the guest card instead of a virtual card on the booking

So mews sends an e-mail to the guests for the online checkout. The problem we have with that, is that the checkout is not available when there are active charges for multiple persons in an reservation … in these cases an error message is shown which asks guests to solve this at the reception.Only when all active charges are on the responsible person the online-checkout is available (i think). This is rarely the case, because Mews POS and other services we use, create charges on person level. When guests have spa treatments or order something in our shop, restaurant or bar it is very likely that charges are created in a way that make the online-checkin unavailable.What happens then for us, is that the guests flood our reception because of the message on the online-checkout.Does anyone have issues with this too? How do you handle that?It would be great to get feedback from Mews on this topic, as it seems like a bit of a logical error to me.

Hallo Zusammen,  Kann ich den Link zur MEWS Booking Engine mit UTM-Parametern so anpassen, dass das Reisedatum bereits vorausgefüllt ist?Gleiches gilt für Promo-Codes: Ist es möglich, den Link so zu erweitern, dass der Code automatisch angewendet wird? Danke im Voraus! LGLiv

Good morning, y'all!I have a little problem that I'm not sure how to solve. When people are making a reservation online and they want to stay in a room set up for 2 people, but with 3 persons (by adding an extra bed), I want the booking engine to automatically add the extra bed for every night of the booking. After that, I would also like this to be turned into a task for housekeeping. How can I handle this?Thank you in advance for your replies.Warm regardsPierrick RobynHotel Pavillon Du Zoute Knokke-Heist (Belgium)