Hi Jones, 

For the online check in, your account is exactly the same as a customer.

There should be no reason for an option to be shown to you that is not shown to another guest without Mews access.

When you add a companion, we should have set the email as optional since April 2023, so you can add the children without needing the email. The prompt should appear for any legal environment where it is mandatory to collect the data for all guests.

If you encounter a customer either not being prompted like you were, or requiring the emails for all companions, please don’t hesitate to reach out to support with screenshots of the issue for them to investigate.

I hope the above helps

Coline

Hey @coline.poussiere,

thanks for your response thats great news .

I’ve just tested that with another mail that isn’t related to one of our mews accounts and there it is available too . It really seems that not a single guest in several weeks since we’ve started with mews has realized how to do that … .

We gonna investigate/optimize that. Maybe we can communicate this a bit better.

One more question: Is it possible to add travel companions in the kiosk app too?

Oh an i’ve just spotted this styling bug on the (german) mobile version were the buttons are cropped because of the screen width. They should probably break into a new line if screen width is to small. 

Hi @jones.eth,

thank you for spotting this, reported to our design team! 

@MarketaOupi great. I would guess thats because the texts are longer in german .

I also checked in with our team how it is possible that our guests just don’t add their travel companions and one of the reasons may be that the german translation of that step seems to be a bit confusing:

The text below the headline roughly translates to: “Add your guests details or ask the guests to enter them themselves.” which may be a bit misleading. In german guests is more the perspective of the property. The person using this UI is a guest himself so he’s adding data for travel companions / fellow travellers from his perspective.

Below is a suggestion which may have a more clear wording and solves also the problem with the cropped buttons. Maybe you want to have a look at that with your design/i18n team (not sure about that “in Ihrer Reservierung” depending of what is shown in this step).

@jones.eth Regarding your question about Kiosk, As far as I know it should also request data for all customers, as it is mandatory in your legal environment.

If that is not the case, could you record a video of the whole process and send it to our support team. We will need to see it for your property to investigate what is happening.

Thanks in advance

@coline.poussiere we’ve just tested that on the kiosk and it requests all data that are missing. It isn’t even possible to proceed with any data missing which is really weird because or team at the reception ditched the kiosk tablet because of this exact reason .

It really seems like the whole process just had changed as i posted this topic here … are you sure you haven’t changed anything …

Seriously our reception said to me that they haven’t seen the step with the companion ever before. Neither in the kiosk nor in the online checkin. That seems to match with me checking the mail log for related emails … really weird .

Anyway it seems like everything seems to work “now” as it should be .

Since a few days, we also have the problem, that each accompanying guest have to fill out all data incl. adress, phone, passport, etc. The checkin time increased incredible high due to this new behavior as we have a lot of family rooms, thats really annoying. There is a possibility to remove the accompanying guests, but then there is problem with the prices and products. Because when we remove a guest in the kiosk, the people staying in the room is set to 1.

We urgently need a solution for this as the support didn’t respond yet to my case.

Hey @andante for us thats not the problem but exactly what we wanted, but i can understand that depending on the property and legal requirements this is kinda overkill . 

Hi, I’m Olivia from the Product team at Mews. 

I wanted to share some more info about companion details for Germany. There has been a recent change in our set-up and some confusion. 

Up until a couple of weeks ago, we only collected details from the main guest in both Online Check-In and Kiosk. @jones.eth I believe this is why you did not see any companion information being filled by your guests.

But it was raised by a number of our German clients and confirmed by our research team that in Germany it is mandatory to collect some details from the companions, including the number of companions & their nationality. To address this, we have modified our digital check-in flows, and the main guest is now asked to fill in some details about their companions. 

Unfortunately, the initial implementation of the change was faulty and we ended up requesting all details from all guests (including their ID, address, etc.). Now this has been corrected and we only need to collect limited details from the companions so it should not disrupt the digital check-in flow too much.

@andante for clarity - if you reset your check-in form to its default settings (under Settings / Property / Guest Experience / Check-in Form) then we will request all relevant fields for the main guest + limited fields only for the companion(s).  If there are any remaining issue, you can tag me in the thread below.

@jones.eth also wanted to mention that we have redesigned our Online Check-In flow and it is now in BETA. You can find all details here. I’m attaching a copy of the step where the guest can add companions so you see how it looks vs the older version you shared above. 

Let me know if you’d like to be added to the BETA and I can get your property live later this afternoon or tomorrow.

We apologise for the confusion and thank you for your patience.

Hey @Olivia.Dingreville we’re pretty happy how it works right now with the system fetching all information for all companions . The new version looks pretty good too … important – as mentioned – is that some information are mandatory for the companions.

Would be cool to define that for the booker and the companions even if some fields are not legally required .

The offer with the beta is nice but i think we shouldn’t change that again for our team right now .

@jones.eth thanks for your reply . Indeed in the future we want to give more flexibility to the property to define which fields should be collected for main guest vs companions, whether they are legally required or not. It’s not scheduled for development yet but it’s something on our radar. 

@Olivia.Dingreville that sound great . The whole online-check-in and kiosk solution is (depending on situation) incredibly cool. Maybe the kiosk could be a little bit more flexible to tailor it to the handling the property needs.

I’ve just created a related topic: 

Hi @Olivia.Dingreville,

thanks for the changes and clearifying. I will check it later when I am in the Hotel.

Is it possible to get also the redesigned Beta Workflow for our hotel?

@andante the new flow is already live for your property