Guest Journey

We a boutique property that is in the process of switching to Mews…  We offer a fully contactless experience to our guests using an SMS guest communication & online check-in system (Akia) along with mobile keys (flexipass). But we are hitting a wall on setting up our system with Mews because we absolutely need contact info for at least one occupant in every room (otherwise we can not issue mobile keys).We had it working quite well on our previous PMS (despite that PMS’s numerous other failings) because by default they only allowed 1 room per booking, therefore always had contact info for every room.Does anyone in the community have any suggestions on how to approach this? NOTE: Our property does not have a traditional reception/front desk with staff available for manual check-in and the front door to our property is secured to allow key access only. So kiosk for check-in on arrival is not possible.

 Hi there i have multiple questions and issues at our property A Hotels City. We have a kiosk from Mews so guests can check in and make room keys themselves. Here comes the issues; Expedia Collect bookings:Issue; We've set up routing rules for Expedia collect bookings but many of the bookings we get doesn't get moved automatically to the travel agency which then asks the guest for a payment while checking in from the kiosk. Q.; Why do some get moved and some doesn't? Preauthorisation;Issue;At our property, we take a preauthorisation of 500DKK before check in for each reservation. We've set up scheduled payments so that the preauthorisation is made at check in time (2pm). This rule only works if the guest have entered a valid card and not all of our guests put in their card info while making the reservation. But while checking in from the kiosk, the guest can get their room

Hi All,Is anyone else struggling with routing rules not followed when there is an amendment on a reservation and have a good workaround? (😭)For example we have routing for Airbnb to route to the company profile but if a reservation amendment comes from the channel manager the routing is no longer followed and re-assigns the nights to the guest.This means when a guest checks in on kiosk they are then required to pay for the reservation.  Trying to avoid manual reservation checks each day which is not efficient and not the goal of having Mews, are others finding this issue?  

Good morning everyone, We have just been hit with a 3000 USD chargeback claim. It turns out a stolen credit card was used.A guest entered a false name for the reservation that matched the stolen credit card. They used the self check-in at the MEWS Kiosk, but they entered an incorrect passport number. (on purpose obviously) Unfortunately, the Kiosk does not validate passport information, so it depends on people being honest. I think it would help us enormously if we would be able to scan and save the passport copy from the MEWS Kiosk during the self check in. I understand there might be some hardware purchases (like a passport scanner) we’d need to do, but I’m just looking for a solution to this problem.Please note that whatever solution we need will need to be done in the self check in, as we are a hotel without a reception desk, just self check in stations.  How do other hotels avoid credit card fraud during self check

Good morning everyone, We have just been hit with a 3000 USD chargeback claim. It turns out a stolen credit card was used.A guest entered a false name for the reservation that matched the stolen credit card. They used the self check-in at the MEWS Kiosk, but they entered an incorrect passport number. (on purpose obviously) Unfortunately, the Kiosk does not validate passport information, so it depends on people being honest. I think it would help us enormously if we would be able to scan and save the passport copy from the MEWS Kiosk during the self check in. I understand there might be some hardware purchases (like a passport scanner) we’d need to do, but I’m just looking for a solution to this problem.Please note that whatever solution we need will need to be done in the self check in, as we are a hotel without a reception desk, just self check in stations.  How do other hotels avoid credit card fraud during self check

Hello, most of the time, my team forgets to check the "send marketing emails" option in the profile internals when checking in through the browser. However, when using Mews Kiosk, this doesn't happen since the button is on the profile filling screen. Is there any way to have this button available in the profile section through MEWS for the Browser as well? 

For online check-in, you now have the choice of checking in with your name + booking number or just your surname.I don't understand why both are required when creating just the key. If a guest has lost their room card, they don't automatically have their booking number to hand. Can this also be changed for the key setting? It doesn't make sense to me.Thanks

Hello, most of the time, my team forgets to check the "send marketing emails" option in the profile internals when checking in through the browser. However, when using Mews Kiosk, this doesn't happen since the button is on the profile filling screen. Is there any way to have this button available in the profile section through MEWS for the Browser as well?  

Hi there! Today the new kiosk app has been uploaded on our tablet and since then the camera icon for scanning ID´s does not show up on the screen! This makes it very difficult for us to check-in people properly. Anybody else that suffers from this problem? Thanks for your answer. Christina 

Hi there 👋I’m Olivia, a Product Manager at Mews in our Guest Experience team.I'm looking for volunteers to hop on a call with me to talk about the digital guest journey.As you know we have solutions for the Booking stage (a.k.a the Booking Engine) and the Arrival stage (Kiosk & Online Check-in).Now we want to explore how we could go further and do more during the stay and as the guests leave.Imagine things like ordering room service from your phone, scheduling a laundry pick-up or maybe extending your booking in a couple of clicks. More digital self-service and less queuing or calling the front desk. 📱😍Are you experimenting with any of this? Are you interested but you don’t know where to start and would love for Mews to help? Are you using any other guest experience software? Are you as excited as I am about the possibilities? 😁🙌I would love to have a chat (and can keep it to 30 m

Hello everyone, With the new Kiosk Update coming our way, I wanted to take the time to start this conversation about how the Kiosk can be used within your hotel.During my time within the Onboarding team, I have seen different use cases on how the Kiosk was utilized.Yet, before I go into this topic, should you not know what the Kiosk is about, please find more information here and be informed that the Kiosk is available to everyone having the professional or enterprise subscription.Summarized it provides the option to the guest to fully check-in by themselves, thus filling in the registration card, creating the room key-card and paying the outstanding amount if applicable.Bef

Hi Community!We are launching the Kiosk soon 👏🏼 I'm looking for inspiration for the actual, physical Kiosk. Do you have a booth, how is the signage, how do you nicely store the keycards etc. Would be great if you could share some pictures with me (email below) and any other tips you might have from your experience. Thanks!Regards, Sannesanne.knigge@eventhotels.com

Hi all,We are using Kiosk in our hotels, but mostly as a digital registration card, but are now also testing upsell possibilities whilst using Kiosk (basically turning on the ‘before check-in’ promotion).But now we found that there is no information whatsoever to the team if and when a guest has selected these upgrades, causing complaints as we failed to deliver the requested product. Apparently this is per design? Who designed this for a hotel where no staff is involved and the check-in process is completely indepedent from a team member?I found this feedback request; https://feedback.mews.com/forums/918232-mews-operations-pms/suggestions/43637643-notification-upsell-kioskI'm keen on understanding how some of you work with this setting. Thanks!

Hello Together, I would love to organize a call with MEWS regarding KIOSK and all users who are interested in to share all problems and discuss better solutions. Who wants to join?