Hi @Amont, please excuse the delayed answer.
Thank you for your question. As this is not expected behaviour, this request may need to be further reviewed by our CS support team. Please open a ticket with our team via AdaBot and we will be happy to investigate it for you. Thank you!
For anyone else experiencing the same problem:
We utilize the Mews Booking Widget on our website and setup GA4 and google tag manager as per Mews documentation. .
Using Debug View in GA4 and Preview mode of Google Tag Manager we have been making bookings and following the record of triggered events through the sales funnel with all expected events occurring with the exception of the ^purchase event. The last three events logged in the funnel are as follows: add_payment_info, Booking created and page_view.
Following page_view i would expect to see the ^purchase event triggered however it is never triggered in either Debug View or Tag Preview despite it being logged on the Mews side.
I was asked to check the configuration of the ^purchase event which i find quite an odd request as the configuration of the event is created on the Mews side. I could check what the purchase event contained if i had received it, but am not aware of a way to change its configuration even if there was an error as i am the receiver and not the creator. Would like to see some documentation that describes how to do this.
It was suggested that a change in session was the culprit as it redirects from the website to mews.com. It seems tracking ceases once the redirect to the payment processor happens inside mews.com. GA4 documentation indicated that when in Debug View, all sessions for a single user are tracked which from my understanding would invalidate the idea that its a session problem.
There is also no problem in tracking from our website to mews.com but the tracking seems to be lost at the point of redirect from mews.com through the payment processor. I asked for clarity on if there is a third domain that was needed for cross domain tracking but no confirmation as of yet. Again followed the documentation so if a third domain was required in addition to our domain and mews.com one would expect the documentation to reflect that.
Last email i received yesterday indicated that the ticket was being escalated. So far 12 days into troubleshooting the problem with information exchanged about every 24 hours (except weekends) even if a reply is sent within 5 minutes of its receipt. I had offered to make myself available for a teams of phone call anytime to troubleshoot however that has not been entertained. So the volley of emails and knowing enough to not be misdirected continues. Be prepared for the longhaul as you try and troubleshoot your issue.
Will continue to update
Hi @Amont , it seems like we are experiencing the same issue. Did you get an update yet?
Hi @jessica.becker - our client is experiencing this same issue on one of their properties. Any update on whats causing this?
After much back and forth I was informed that the issue was going to be shelved for at least two weeks. I politely but firmly expressed that was unacceptable. They did react and a meeting was conducted, we walked through debug view, reviewed tag manager triggers, and performed some trouble shooting through the inspect feature on the confirmation page. Before ending the call the dev team were satisfied that this is not a user issue and confirmed they have no idea what is happening and will need a few days to look deeper. That was last Monday April 31st.
I was able to get action in terms of a meeting as I politely expressed to my case manager that I was not happy with the progress and that I looked forward to our account manager reaching out to us to advise us on the amount our monthly payment will be proportionally reduced due to the service which is promised in the sales pitch and detrimental to present and future operations, is not being delivered, aka hurting our business. Anyone experiencing the same issue may want to entertain that course of action as things tend to get attention when the money stops flowing.
Since then I received one request from the team to review cross domain settings as they suspected that was the error, those were correct. The same email did say “ Meanwhile, they are working on improving our confirmation page. It seems we sometimes have issues properly handing over user consent from the widget. this results in trashing the purchase event because it thinks the user does not give us permission to track them. So they will be working on this now.”
So at least they believe that its a server side issue which has been a long road to get to here.
Ill update when i have another, but somewhat good to hear although unfortunate, that others are experiencing this issue also.
Last week the support team reached out and asked me to ensure that the Google Tag Manager ID field in the booking engine settings were set to the GTM Container ID. Which i updated and confirmed. Was also asked to check cross domain settings and was able to confirm that it was setup correctly with our web page URL and Mews.com.
Late in the afternoon ( Mountain Standard Time) on 16/4/25 i was able to see two purchase events recorded. When running a reservation report for the 16th and comparing it to the purchase event tracking in google analytics it was missing two purchases. This may be because the fix was implemented half way through the day. Tomorrow I will run a report again and ensure that all purchase events are accounted for.
If you have been experiencing the same issue i suggest running the reservation report, sorting as required and looking at your google analytics for yesterday to see if you have partial confirmation that the purchase event is being tracked.
**Update**
Upon further investigation we have been receiving purchase data since 10/4/25 however not all purchases are being recorded. So you may be seeing some purchase events recorded but not all are being captured. I have passed on this information and waiting for a reply.
