Guest Journey

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?

Hi!We are experiencing (with some of the rooms) that the roomcards expire to soon.Does anyone know how we can resolve this?

Hi all, Is there a way to automatically check in guests who completed online check in? It would work in the same way the online check out works. Guests that complete the online checkout are automatically checked out. Thanks

 comment créer une combinaison de 2 produits qui ne sont PAS LIES à un tarif et qui ont 2 TVA différentes ET qui sont réservables et vendables via le moteur MEWS enginePar exemple 1 menu à 85 euros (tva 10%) + accord boisson (tva 20%)Combinaison de produits que les clients pourront acheté sur le moteur de réservation MEWS en plus de leur chambre sous « améliorer votre séjour »Apres avoir beaucoup cherché dans le mews helps, je n’ai pas trouvé ce cas de figure.Je sais faire avec un produit RATTACHE a un tarif.Il existe des produit vendable en extra comme une bouteille de vin ou un départ tardif mais pas une combinaison de 2 produits.Merci pour votre aideVirginie

Hey all We want to change the settings for the online Check-in via Mews connector.Does anyone have an idea where we can change the settings? All our rooms are paid before guest arrivals. Therefore we do not want to ask again for their cc within the online check-in. Can somebody help and give me a reply where i have to change the setting? Looking forward to some help

How do I determine which of the addresses on a profile is to be the primary address ? 

Hello, I don't know if this topic has already been discussed. We've noticed, following feedback from a customer who checked in online, that when the customer fills in the online check-in form, the form confirms “the room category assigned”. However, in my opinion, it would be preferable to indicate “the room category reserved”, especially in relation to the paid upgrade feature of the reservation. For example, if we have upgraded a guest for free (for whatever reason, construction work, overbooking, etc.) and then, when they arrive, we change them back to their original category, it could be confusing for them. We've also had the case where the room number assigned to him was confirmed on the form, even though this room number can change at the last minute. Wouldn't it be better in this case to indicate “the category of room booked” on the online check-in form, and above all not to indicate the room number? If this is something we can do ourselves, could you please get back to

If a client chooses an add-on in the booking journey ( a bookable product) - how do I get the confirmation to display the following:-Room Rate Add on price Total price I have looked at the functions / placeholders {summaryHtml} {reservationDetailsHtml} {DetailsHtml} However none of them provide a price for the Add on…...

Recently Mews decided to change the checkin / kiosk to not include guest companions anymore. In the current state the fetched information is below the minimum we need.Also problematic about the whole change is that this wasn’t communicated beforehand but instead a day late. With the impact on workflows and the confusion it created that should really be handled differently the next time.Right now we are looking for alternatives to replace the checkin / kiosk with a system that let us fetch the information we need but we don’t really want another service for that. I know that there are some plans to allow us to customize the information collected by the checkin which would completely solve the problems we have right now.Is there a rough timeline about these changes so we can plan accordingly?

We currently use a third party to handle online checkin and digital keys, one of the main reasons is that we find it useful to know approximately what time guests would like to check in, and this to be automatically reflected in the arrival time shown in Mews. It also gives the guest the opportunity to buy early check in as an extra.Now that Mews is offering digital keys, I want to see if we can stop using and paying for the third party system and do everything in Mews, hopefully also giving a more seamless experience for the guest.According to the Mews support chat it is possible to ask guests for arrival time in the Mews online check in, but I have never been able to find out how to do this.Has anyone got this working directly in Mews?

Is there a way to disable the pre arrival e-mail that is sent the morning of arrival.I know that there is a option in the bookable service but i am not sure if this deactivates both the mail two days before arrival and the mail on the day of arrival.Is there a way to disable only the mailing on the day of arrival?

The online check-in gets stuck for anyone who booked two rooms or more. We’ve had several guests reporting this, and have managed to recreate it ourselves too.Checkout a screen recording of the issue: hereA quick fix would be greatly appreciated 😊

Is there a way to make the notes in guest profiles more visible or to have like a pop up once you open a profile or reservation? I would love the pop ups so reservation agents don’t forget to look into the notes

How do you handle guest profiles if they pass away? Is there a best practice?Unfortunately there is no classification for that right now which would make sense i guess. So right now we remove all mailing checkboxes (newsletter, postal) and add a guest notice.

In an effort to leverage the Guest Journey within Mews, I have updated our Checkout Invitation to include a note about adding gratuities as part of checking out online and added this to the ‘Rules’ for checking out online. I’m trying to determine whether there is a best practice for doing this already in use by other properties or if there are recommendations for how to improve the process I’ve created. Am I missing any other areas of communicating this within the Guest Journey? I am planning to add an in-room printed piece to the physical Guest experience, drawing attention primarily to the ability to checkout online the day before through the morning of departure and, as a ‘by the way’ mention, including a line about the Guest’s ability to express his/her appreciation for the service and hospitality they’ve experienced during their stay.Within Documents, there’s no option for Instructions, so I chose Rules and I believe this is visible to the Guest only in

HiCan we edit the template before we send out to guests to add in extra information specific to that booking

Hi everybody Is there an option to add a Tip during the Check Out Process on the MEWS Kiosk?Until now we just can add it to the minibar products, but as we do not have minibars in our rooms, it does not make a lot of sense there. Best practise would be to have a “add tip” section on the Mews Payment Terminal. Can this be done somehow? Thank you Dominik

Hey guys, I'm very interested to see some guest journeys and different approaches to how you communicate with guests and handle processes without manual intervention.I would love to get in touch and exchange some experiences :) Talk soon, Hendrik