Hi there!
I’m Olivia from the Mews Product team. Welcome back to our Learn & Share series, where we explore the latest developments and features of our new Guest Portal. If you missed our last post, don’t worry—you can catch up on all the details here Learn & Share #02: The power of upsells in the new Guest Portal
Today, we’re focusing on a crucial topic: how to get more guests to access the portal and complete their online check-in.
Step 1: Review Your Email Templates
The first step is simple: review your email templates. You can include links to the Guest Portal in the confirmation email to get guests started right away. And send them an invitation to check in online a couple of days before their arrival.
While Mews provides default templates, we recommend customizing your emails to reflect your unique sense of hospitality, whether it’s a warm welcome or an efficient guide for a quick and frictionless arrival. Customizing emails with your branding, images, and tone will drive higher engagement and, in turn, more online check-ins.
Here are a few examples from our customers who have seen great results in increasing online check-ins:
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Adjust the email subject line to create urgency: “Reminder - Need to check-in online for your stay at xxx”.
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Be assertive if that suits your property: “Complete the online check-in before you arrive. It is mandatory and will save you time on arrival”, “We can’t wait to welcome you at xxx but first it is necessary that you complete your online check-in".
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Explain the benefits of checking in online: “Skip the paperwork, start enjoying xxx sooner! We've streamlined check-in for a smooth start to your stay.” ,“To skip the queue on arrival, please check-in online and fill all the necessary information. Once your check-in is complete, you will receive a PIN code so you can go straight to your room.”
Inspired to customize yours? Find all the details here Customize your emails using mail templates in Mews Operations to get started.
Step 2: Utilize SMS for Reminders
Now that your emails are all set, did you know that Mews also offers an SMS package? Before arrival, you can automatically send a text message to guests who haven’t checked in yet, with a direct link to the portal. A text message means they don’t have to look up an email, making the guest journey even more seamless.
Properties using the SMS add-on have seen impressive results: a 20% increase in completed online check-ins, which in turn led to more increase in upsell revenue as guests purchased extras ahead of time.
Activating the SMS add-on is easy. It’s available via the Mews Marketplace (search ‘SMS Package’) or you can reach out to your Customer Success Manager for more information. Find all the details here: SMS Package for Mews Operations
What’s Next?
Here’s a little insider secret to finish: our product team is already working on new features to improve communication with your guests, so stay tuned for a future series to get all the details!
In our next Learn & Share post, we’ll invite our designers to discuss the driving principles behind the redesign of the Guest Portal and how it will enhance the guest experience and engagement.
As always, we’re eager to hear from you. Share your thoughts and questions in the comments below.
Until next time! 