Hello Mews Hostel Community!
I’m raising an issue we have encountered with multi-bed reservations using the Mews Kiosk, and I’d like to understand whether other hostels are experiencing the same behaviour.
The scenario
- A reservation is created under the main booker’s name and email address for two or more beds.
- The guests do not complete online check-in before arriving.
- On arrival, they use the Mews Kiosk to self-check in.
- The main booker completes their registration and checks in successfully.
- The companion then completes their own registration, including entering a separate email address, and checks in.
The issue
The companion’s email address is not populated in the Email field of their Mews customer profile. Instead, it is recorded in the profile’s Internal Guest profile notes, leaving the actual Email field blank.
This creates a significant issue for properties using email-dependent integrations. We use Portal, formerly Goki, for digital access, and the guest profile’s Email field must be populated to trigger the delivery of access credentials to each guest.
As a result, the companion may complete the full Kiosk registration process but still not receive their digital access credentials. The only workaround we have identified is for a team member to manually copy the email address from Internal notes into the guest profile.
Questions for the community
- Are other hostels experiencing the same behaviour?
- Have you found an automated or operational workaround?
- Is there a configuration that allows the companion’s email address to populate the guest profile correctly?
- Could Mews update the Kiosk flow so that an email entered during registration is saved directly to the corresponding customer profile?
This is a particularly important use case for hostels, where one person booking multiple beds for friends or companions is extremely common.
Many thanks in advance :)