Guest Journey

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.  

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! 

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)

Hi everybody!I would like to pick up a few issues that have been discussed every now and then and renew the discussion as I think it might be important for many properties that have a fair share of business guests, as those issues slow down the checkout for those guests unnecessarily Newly created company profiles take very long to show up for selection in the selection/search fields to associate a new bill owner or move items to a company owned profile. Sometimes it takes a few minutes (!!) while the guest is waiting to get the invoice/bill.  online self-checkout with company bills still not possible. When the guest pays why not offer to issue the bill to a company address during online checkout? Where are the problems to implement this ? Sending bills/invoices via email: the associated profile’s email should be automatically suggest as a potential recipient in addition to the bill owner’s email. Once you have managed to move the bill items to a

I am curious about why it is not possible for guests to purchase upsells after they have checked in? I know they can do it as part of the checkin process in guest portal, but why can’t they do it after?For example, a guest forgot to add parking, then they later open guest portal again, they can read about the reservation that they already know about, but they cannot do anything with it, changes, adding products etc.So the result is that they need to contact the hotel via a message.I just wonder why this is? Is it designed that way on purpose?

Hey all!We want to make a 3 days/2 nights packagedeal for our guest. Including a diner on the first day and the option for a diner on the second day.Question:How do i set things up so guest get the offer to book the second diner during the online check-in and things are correctly on the productlist? Its just a temporarly thing, so a workaround with a plug-in, isnt a option. Setting things up like a late check out gives the product on the list for the 2nd day and the day of depature.  Any good tips? Thanks in advance!

Hey Community,  I wonder how you handle automatic check-ins with group bookings in your property?  As a property that only has single beds, all bookings are prepaid and the whole customer journey is digital we have the problem that only the booker is in the system and gets all the messaging.  Is it possible to have an automated process for groups where a form is send out and the group can put Names and email addresses in there and after submitting the individual bookings in Mews are changed?  Would be nice to get some best practice here. Cheers Hendrik

Hi Mews community! Thrilled to be part of the community and looking forward to contribute forward in any way I can. We recently launched our website with the booking engine and all works fine. The question I have is whether I can move the booking options to be shown directly on my hotel’s landing page? Rather than having to click to open a separate booking engine page» it would be more instantous and easier for our website visitors if they can do their date selection directly on the landing page. i have seen Siteminder offering something like this and we’re hoping Mews do to I just haven’t found optionallty for this in the configurations yet. Thank you for all your input and guidance in this matter! 

For those hotels that are utilizing Mews Kiosk and have a dedicated physical Kiosk to place the iPad and the key cutter, what physical kiosk are you using? Custom built? Generic Ipad Stand? How does the key cutter and Mews Terminal integrate.   

Hello Community,I am reaching out regarding two issues with my booking confirmation email for a hotel, created through Beefree and integrated into Mews. Button Display: When I insert a button with the {signInLink} placeholder, the button appears in blue by default on Mews, despite the background colour I set in Beefree. I would like to know how to force the button’s colour in the HTML code so that it displays correctly. Header Logo: A default logo appears in the header on all emails in Mews. I am unable to remove it to personalise or replace it. Thank you in advance for your assistance with these points.Best regards,Océane 

Hey guys, Had the topic “online check-in” before… But I was wondering if someone is using GOKI as well and what online check-in solution you use? Im looking for a solution that does not change systems, where upsell and communication is possible and where it is possible after check-in is completed to open the locks with. Process should be completly automatic without anyone to have a manual task. We doing it at the moment with the goki check-in but I feel like there is a lot of potential process wise. If anyone has some insight, let me know :)  BestHendrik

Moin liebe Community,wie geht ihr damit um, wenn Gäste eine Auskunft nach der DSGVO wünschen? Wenn man die Gastdaten per PDF exportiert, dann erstellt MEWS ja nur einen “Meldeschein”, es stehen keine weiteren Daten, wie z.B. die Reservierungen darin. Ganz zu schweigen von weiteren Daten, die erhoben, geteilt (mit wem?) und gespeichert (wo?) werden. Vielen Dank für eurer Feedback!Schöne Grüße aus dem NordenAndrea 

Ich habe einen Check-in Automaten von Ariane. Leider werden die Reservierungen nach 24 Uhr nicht mehr gefunden. Wo kann ich die Einstellung korrekt vornehmen, um auch nach 24 Uhr am Automaten einchecken zu lassen?