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So mews sends an e-mail to the guests for the online checkout. The problem we have with that, is that the checkout is not available when there are active charges for multiple persons in an reservation … in these cases an error message is shown which asks guests to solve this at the reception.

Only when all active charges are on the responsible person the online-checkout is available (i think). This is rarely the case, because Mews POS and other services we use, create charges on person level. When guests have spa treatments or order something in our shop, restaurant or bar it is very likely that charges are created in a way that make the online-checkin unavailable.

What happens then for us, is that the guests flood our reception because of the message on the online-checkout.

Does anyone have issues with this too? How do you handle that?

It would be great to get feedback from Mews on this topic, as it seems like a bit of a logical error to me. What is the idea here? What is the reason that the checkout is blocked in the case of multiple persons charged?

Even if this mailing isn’t sent when the checkout isn’t available it would be possible that charges are created afterwards still leading to this problem.

I have to say, except to make all invoices visible regardless of the person, which might not be possible due to data protection or other reasons, i don’t really have suggestions how to solve this. Feedback from our reception is, that it would be great if the time of this mailing could be adjusted … maybe it would also be helpful to adjust the error message shown in the online-checkout in such cases.

Hello Jones, we appreciate you sharing your feedback regarding the Online Check-out process. I’m happy to help provide more context into this functionality as well as some suggestions to improve this process. 

It is true that guests with companion bills still unpaid will not be able to complete online check-out. When charges are assigned to multiple people within a reservation, the system cannot automatically combine these into a single invoice for one main responsible guest. This creates a scenario where the system cannot determine if all charges are accounted for, which is why the online checkout is blocked. This is in place to avoid errors such as unpaid charges being overlooked, incorrect billing assignments and disputes over charges among the group.

Our guide Which guests can and which cannot check out with the Mews Kiosk? provides further comments on this. 

It may be recommended to adjust the time that the Online Check-out invite email is sent out in order to ensure that most guests receive the email closer to departure time, when likely most of their consumed items have been paid for. You may adjust this as follows:

  • Main Menu > Settings > Services > Select your Bookable Service
  • Scroll down to “Online check-out email timing” and Enter the number of hours and minutes before your property's departure time that you want Mews to send the online check-out email

Additionally, you may customize the “Check-out invitation” email to include a reminder to guests that all bills, including that of companions, should be paid prior to completing their Online Check-out. For more information on modifying email templates, please refer to our guide here.

Again, thank you for sharing your thoughts on this process. Your candid feedback is invaluable and helps us improve functionalities like these to better meet the needs of our customers, like you and of your guests. Please don’t hesitate to share any additional insights or suggestions - we’re always here to listen and assist!

Hey ​@josueatmewss thank for your feedback, thats great. I didn't realize / couldn’t remember that there was already an option to adjust the time of the email. That helps a lot with this process.

Maybe it would be helpful to adjust the error message for the guests a little bit.

I’m really glad to hear that adjusting the email timing will help with the process!

I completely agree that tweaking the message could make things clearer for guests and improve the overall experience. If you don’t mind, could you add this suggestion to our feedback page here? That way, other customers can also vote on it, and if it gets enough support, our product team can prioritize it for future updates. I’ll also be sure to share your feedback internally as well.

Thank you again! 

​@josueatmewss we’ve adjusted the mailing and timing.

In the checkout report it would be great if you could distinguish the reservations better from each other. In the very right you can easily check if there are multiple charged persons (to solve) but the separation between reservations make it very hard:

Below some small adjustments that would make this report alot better to read … just as inspiration ;)

 

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