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Mews Kiosk not collecting guest data/signatures despite package upgrade

  • June 29, 2026
  • 3 replies
  • 63 views
J

Hi everyone,

I am looking for some advice regarding Mews Kiosk and guest data/signature collection during check-in.

We are a seasonal property and, before opening the season, I upgraded from the Starter package to the Essential package specifically because I was advised by the Mews person assigned to my case that this would allow us to use Mews Kiosk to collect guest details and signatures during check-in, without relying on third-party tools as we had done before.

However, when our first guest arrived and we used the tablet, Mews Kiosk found the reservation, but then skipped the whole data collection and signature process completely. It went straight to showing the room information. The guest had not completed online check-in, and we have also tested this with our own reservations, so it does not seem to be an isolated case.

After checking Mews Community, I found some posts suggesting that a higher package may be required for this functionality and that Customer Success needs to be contacted. I opened a case through Mews chat, and the agent told me that I would need to upgrade again. However, the Mews agent who originally advised me says that my current package should already allow me to collect guest data and signatures through Kiosk.

So right now I have conflicting information from Mews, I am paying more for a package that is not solving the issue, and the person who advised me is currently on holiday. This is essential for our daily operation, especially now that the season has started, so I cannot wait much longer without a clear solution.

Has anyone experienced something similar with Mews Kiosk? Can someone from Mews or the community clarify exactly which package and settings are required to collect guest registration details and signatures through Kiosk?

Thank you in advance.

KR, Javi

Best answer by Sarah.Masterton-Brown

Hi ​@JTJ46 

I've looked into this and want to give you a clear answer: your Essential package does include Mews Kiosk, and data collection and signatures during check-in are part of the standard Kiosk flow. You do not need to upgrade again. You​@nora.bensadon ‘s original advice was correct.
The reason Kiosk is skipping straight to the room information is almost certainly a configuration issue, not a package limitation. In your Mews settings, the check-in form fields may have been set to "Hidden," which causes the system to bypass that step entirely – even for guests who haven't completed online check-in.
The fix should be straightforward:
Go to Mews Operations > Settings > Property > Guest Experience > Check-in form and check the visibility status on each field. If they're set to "Hidden," switch them back to "Default." That will restore the standard data collection and signature step for all guests checking in through Kiosk.
One thing worth knowing: customizing which specific fields appear (for example, making certain fields optional or removing them) is a feature available on higher packages. But you've told me you don't want to customize anything – you just want the standard form to work. That should be fully available to you on Essential, once the fields are set back to Default.
I hope this helps
My colleague ​@charlotte.dowsett  has/will reach out to you to clarify this but also wanted to close the loop here

3 Replies

Sarah.Masterton-Brown
Mews Employee
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Hi ​@JTJ46 

I've looked into this and want to give you a clear answer: your Essential package does include Mews Kiosk, and data collection and signatures during check-in are part of the standard Kiosk flow. You do not need to upgrade again. You​@nora.bensadon ‘s original advice was correct.
The reason Kiosk is skipping straight to the room information is almost certainly a configuration issue, not a package limitation. In your Mews settings, the check-in form fields may have been set to "Hidden," which causes the system to bypass that step entirely – even for guests who haven't completed online check-in.
The fix should be straightforward:
Go to Mews Operations > Settings > Property > Guest Experience > Check-in form and check the visibility status on each field. If they're set to "Hidden," switch them back to "Default." That will restore the standard data collection and signature step for all guests checking in through Kiosk.
One thing worth knowing: customizing which specific fields appear (for example, making certain fields optional or removing them) is a feature available on higher packages. But you've told me you don't want to customize anything – you just want the standard form to work. That should be fully available to you on Essential, once the fields are set back to Default.
I hope this helps
My colleague ​@charlotte.dowsett  has/will reach out to you to clarify this but also wanted to close the loop here

If you want to go fast, go alone; if you want to go far, go together
    J
    • JTJ46
    • Author
    • Navigator
    • July 2, 2026

    Hi Sarah,

    Thank you for your reply and for trying to clarify this.

    However, as I have already explained to several Mews team members through different channels, the issue is not that I do not know how to change those settings. The issue is that the menu/settings you are telling me to access are not available in my account.

    As you can see in the screenshot, when I go to the Check-in form section, Mews shows the message: “Upgrade your package to edit the check in form.” Therefore, I cannot change any field from “Hidden” to “Default” because I simply do not have access to those options.

    What I find difficult to understand is that, after several conversations with different members of Mews, nobody has been able to access or properly check my account and confirm this directly. I am fully capable of following the steps and changing the settings if the menu is available, but right now the problem is that the menu is blocked for my property.

    So please, could someone from Mews check my account directly and confirm why I do not have access to the Check-in form settings if this functionality is supposed to be included in the Essential package?

    This is urgent for our daily operation, as the season has already started and we still cannot collect guest details and signatures through Kiosk.

    KR, Javi

     

     

    J
    • JTJ46
    • Author
    • Navigator
    • July 10, 2026

    Hi Sarah,

    It has now been over a week since my last message, and I still have not received any response or solution through this or any other channel.

    The issue remains exactly the same: Mews Kiosk does not collect guest details or signatures, and the settings I was told to change are blocked behind another package upgrade. Meanwhile, this thread has been marked as “Solved”, even though nothing has actually been resolved.

    I upgraded my package specifically to access this functionality, so at the moment I am paying for a service that I cannot use. This is affecting our daily operations during the season, and the lack of proper support is frankly unacceptable.

    Could someone from Mews please take ownership of this case, check my account directly and provide an actual solution rather than another general explanation or promise to contact me?

    KR, Javi

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