Guest Journey

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

Hello! How do you all solve scenarios where guests or travel agents are asking for a reservation summary PDF (dates, room type, nr of rooms & people, additional services, price)? The pdf that you can download from the “Summary” tab does not look presentable and also includes unnecessary information about the categories. The attachment that is sometimes included in the confirmation email would work fine, but I still have not been able to figure out why the attachment is sometimes there, but often missing from the confirmation email.Thanks!

Hey there,i have some questions about the kiosk app and the handling with it 😊.We don’t use the kiosk as self-service-station but more like an digital check-in-form to get the legally required guest data in our system. So the guests arrive at our reception and we can hand them an ipad with the kiosk app … so if the guests haven’t added all data with the online-check-in they use the kiosk app 👍.Our problem is, that we can’t hand the tablet when the room is not clean already which would be great because the guests are waiting anyway (until the room is clean) and have time to complete the kiosk. When changing the room status we are not able to track if the room is ready or not … Any suggestions or workarounds for that?Also in the kiosk settings in active options what is “employee mode” and “automatic space allocation” (we have german version, translation may be slightly different).

We’re pretty new with mews but it seems that the “Send marketing postal mail” guest option is pretty new because it isn’t event translated yet in the german version of mews.We do send postal mailings and are using this option (in addition of loyalty codes which we used because send marketing postal mail was not available in the import) …My question is:How is it possible to export guest data for postal mails? Is there an solution for exporting all with the “Send marketing postal mail” option and/or is there an option to export profiles by loyalty code?It seems like its not that easy to get data into mews but its even harder to get it out again 😅.

We have the problem that our guests can’t add travel companions in the online checkin or the kiosk. I’ve just created an reservation and for me this was possible in the online check in.Ive checked the sent mails but nobody else ever has used this feature, thats why i guess its just not available for our guests … i don’t know why it was available for me (used that from my phone) but probably because my account is not a normal guest account i guess.How is the “add travel companion” feature in the online check in (and maybe even kiosk) activated or what rules do apply that this is visible? Is there an option to allow companions without email or how is the handling intended for children?

Hello mews community, I'm here to listen how other hoteleriers handle the following:Current scenario: We have several breakfast products (normal price and discounted version for corporate and groups). Each of this make a specific product, with a specific ID. Only the normal breakfast product is marked, and needs to be marked, for upsell on the kiosks checkin. Problem: The kiosk does not recognize products that come with rates, therefore, it will try to upsell the product to guest who already have a breakfast added. This causes issues when guest do not remember having it, they proceed to add and pay, and then we are facing extra work having to check and refund. Example: Lets say that our corporate rate “Bed and Breakfast Corporate” has a product rule with: add “discounted corporate breakfast” (for value of 10), but only the product names “Full breakfast price” (for price 12)  is the one offered for upsell. The guest arrives with a bb added, bu

First things first: This post dives into some technical details about the Mews mailing templates and therefore is probably not suitable for everyone 🤖.Lets be honest: The customization options for the mews mailings and the entire mailing handling is a bit lacking 🫠.Especially frustrating is that mews adds content around the actual mailing so even if you edit these templates there is still a logo on top you probably don’t want in this form and some text at the bottom 😩.I know that Mews is probably aiming for a very stress free system that mostly just works out of the box but i don’t think they should hinder “power users” unnecessarily that need to adjust these (fully) 😉.–––Right now i am exploring ways to tackle this problem and to bring our Mews mailings to a visual level that is appropriate and matching our other communication 🙌.The first step was looking into the mailings code and search for ways to handl

Hallo zusammen, ein Gast hat ausgecheckt und nach dem Schließen der Rechnung festgestellt, dass etwas im Firmennamen fehlt (Zeppelin GmbH/ Zeppelin Rental GmbH). Wir haben die Firma in der Kartei angepasst, aber nach erneutem Ausstellen der Rechnung (Rechnungsdetails ändern) steht dort nach wie vor der falsche Firmennamen als Rechnungsempfänger drin. Wie können wir das Problem lösen/ was machen wir falsch?

When customizing the templates - I do only see the default template in my own language - I can not choose the default translations of the same template - that would make it much easier to customize the other languages too. My workaround is in the moment to filter the already sent mails to my guests and I get the defaults from the other languages from there - but find it strange that it is not possible to access these translations from the customizing menu.Best regards,Karo

Guten MorgenGibt es eine Möglichkeit, alle Gästeprofile automatisch auf “fakturierbar” umzustellen? Ich finde es sehr umständlich dass man das bei jedem Gast separat anwählen muss um eine Rechnung ausdrucken zu könnenEine Pro Forma Rechnung reicht meist nicht ausVielen Dank

Hi MEWS Community! I am trying to customize our email templates to have a much nicer look and feel and of course add more call to actions and upselling…  What’s the best way to do this? Within MEWS? Within MailChimp? Hubspot?  Can someone please advise?  Thank you!

Hey all, What Do you think about? "automatically delete empty space in front of guest name"I have created a feature request but was wondering what you think about it:https://feedback.mews.com/forums/955634-guest-profile/suggestions/48521951-automatically-delete-empty-space-in-front-of-guest Thank you in advance.BestMariusz

We started using Mews a few days ago and we noticed one thing during the first conversation a few months ago that was problematic for us: Mews cannot link guest profiles with each other.This is not an absolute deal breaker, but for us as a holiday hotel it is extremely common for such connections to exist.Basically, I have the impression that Mews is more geared towards city hotels than holiday hotels, but I just wanted to ask the community what you think about this topic?Would it be interesting for you to link profiles with each other, for example to make family members or friends or other relationships between people visible?Would love to hear your opinion about that! If you like that here are some ideas to vote on:https://feedback.mews.com/forums/955634-guest

Hello, I have tried to figure out how to auto-allocate rooms along with automatic check-in and unique PIN code instructions per room, but to no avail :) The problem I try to figure out is this:- We have a small nature resort consisting of tree types of accommodation. - Each type has a few different cabins.- Every cabin has a lock box with a PIN code to access keys (a manual one, not electronic).Now, here’s where I wonder what to do:I need to auto-checkin people, giving them unique instructions about the cabin’s whereabouts, the number of the cabin and the PIN code without requiring them to check in. We don’t have a manned destination, so kiosks / iPads and the like won’t work. I have tried to look at the info we might access from MEWS when sending emails, but it does not seem to me that I can put in this unique info per cabin anywhere? Or do any of you know how to do such a thing? Thanks :) 

The chat handling in mews right now is very simple and does more harm than good in our case. We already have a chat system with ai integration which is a lot better. The question is: is there a way to remove the mews chat completely?I know that it is possible to remove the chat link from the email but in the mews portal it is still possible to access. We need a way to remove that completely until it is a viable option to use.

We would like to send different emails to a guest making an enquiry than to a guest placing an optional booking.Now they both get a quotation.But a guest who makes a quotation we would like to give only a quotation and clearly indicate that no accommodation is held for them.Whereas with an option, you actually want to indicate that the property is indeed being held.Now the chatbot gave the idea of using other languages to create a different mail. However, you are then faced with the problem that product names are also named in that language.I am sure we are not the only ones with this problem. How did you solve this?

Hi everyone, How can I send the booking confirmation letter as a PDF to a guest? Because when I send it via Mews, the guest receives an e-mail saying ‘The link has expired, please contact the property”. thank you for the help.Manny