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Hi Community!

We understand guest data collection can be complex—different guests often require different information, and our previous Check-in form didn’t offer the flexibility you needed. 

You've told us clearly you wanted greater control over the information collected from reservation owners, additional adults, and children. With your feedback, we've developed a solution and conducted extensive beta testing over the past few weeks. Many of you actively contributed to validating and refining these improvements. 

And now, we're thrilled to announce that these enhancements are generally available* 


What’s changing? 

 

 

 Our Check-in form has been fully redesigned based on your insights. Now you have precise control over the information you collect from reservation owners, additional adults, and children, ensuring each guest type aligns with your property’s specific operational, regulatory, and guest service needs. 


Collect exactly what you need 
 

 

 

Do you need to capture emails from only reservation owners, but require names from every guest? Perhaps signatures are mandatory just for adults, or do you need contact details to provide access instructions to all guests? Whether it's for safety compliance, personalized services, or effective communication, the new check-in form gives you complete flexibility to tailor your data collection accordingly. 


Instant and seamless 
 

 

 

Once configured, changes instantly appear in both online and kiosk check-ins. This reduces delays and manual work, helping you stay effortlessly compliant with local regulations and aligned with your guest service standards. 

Where you’ll see these changes 

In Mews, navigate to the menu at the top, select Settings, then Property, and under Guest Experience, you'll find the Check-in Form option if you're on a compatible subscription package. 

What will the guest see? 

After making your changes and clicking "Save" your guests will immediately experience your updated check-in settings through both online and kiosk interactions. 

Stay connected 

Your feedback truly guides our enhancements—thank you! Dive into the updated Check-in form now and keep sharing your insights on how we can continuously improve. For more details, visit our Help Center articles. 

*The customizable Check-in form features are available to all customers subscribing to the new Mews package launched in March 2025. Customers on earlier plans can access this feature with Pro and Enterprise packages. 

Thats such a great improvement. It would be amazing to adjust the checkboxes (like marketing consent, legal) as well.

Great improvement! Thank you all.

A valuable next step would be to log the reasons and timing of failed online or kiosk check-ins. We occasionally encounter reservations where guests are unable to complete their check-in, but we only become aware of these issues when standing next to the guest and witnessing it in real-time.

Typically, the issue is caused by a configuration or payment setting blocking the check-in. However, the fact that we can only identify these problems as they occur is a significant drawback. 

We would greatly appreciate having more insights into these failures. This would allow us to resolve them faster, gain better understanding, and ultimately enhance guest satisfaction.

 

Keep up the good work!
 

🎉 Well done! The new update makes the entire check-in process much faster and more efficient ✅✈️.
Big thanks to everyone involved 🙌 — it saves valuable time 🕒 and improves the overall experience for everyone 👥💼. Keep up the great work! 🚀💪

​@Ivo we’ve reported issues with kiosk checkin on reservations including multiple companions. I guess based on that and the information in the system it may happen that the checkin can’t be completed.

That seems to be a known issue as we have multiple open tickets about such cases.

Thank you all for the comments on this new release, as well as the feedback on areas where we could enhance the experience further. 

We continually capture and review this feedback to help us identify the best places to focus our efforts, so your continual feedback and support is greatly appreciated 🙂

hi ​@james.taylor ​@gustavo.franco question.. when a reservation is made for two guests and only the primary guest is created - when the guests then come to check in, they can REMOVE the second guest… and if they do so, the product rules are triggered… hence products removed based on occupancy… hence revenue down the drain..

is this something in scope still, to allow/disallow?

hi, ​@james.taylor ​@gustavo.franco thank you for this changes. 

Unfortunately, I don't think it's quite sufficient. It would be really helpful if we could customize the questions included in our online check-in, such as asking for the estimated arrival time.

Also, I find the manual work in Mews quite challenging at times. For example, if a guest has a nut allergy and this is noted in the internal notes, that information doesn’t automatically carry over when they make a new booking. You only see it if you go directly into their internal profile, which makes it easy to miss such important details.

thanks!

 

That is our number one game changer to be actually able to use the Mews Kiosk. Thanks a lot. Please do the same with e-mail automation.

hi ​@james.taylor ​@gustavo.franco question.. when a reservation is made for two guests and only the primary guest is created - when the guests then come to check in, they can REMOVE the second guest… and if they do so, the product rules are triggered… hence products removed based on occupancy… hence revenue down the drain..

is this something in scope still, to allow/disallow?

Hi ​@mauritsbots, thank you for your patience.

There is an option in the Kiosk settings to disable the ability for a guest to remove other guests during a Kiosk check in in guest mode. However, assuming your Kiosk is in Staff mode, then this sounds like an issue that I would encourage you to please raise with Support. Kiosk should not allow the removal of another guest in Staff mode if there is an impact to revenue. 

hi, ​@james.taylor ​@gustavo.franco thank you for this changes. 

Unfortunately, I don't think it's quite sufficient. It would be really helpful if we could customize the questions included in our online check-in, such as asking for the estimated arrival time.

Also, I find the manual work in Mews quite challenging at times. For example, if a guest has a nut allergy and this is noted in the internal notes, that information doesn’t automatically carry over when they make a new booking. You only see it if you go directly into their internal profile, which makes it easy to miss such important details.

thanks!

 

Hi ​@raquelp, thank you for sharing this feedback and suggestions on how the check in form could be further improved. 

We do want to make further improvements to the form, but don’t have a firm timeline at the moment for when this might be. I’ve made sure to capture these suggestions for when we do.

That is our number one game changer to be actually able to use the Mews Kiosk. Thanks a lot. Please do the same with e-mail automation.

Hi ​@claudio.berger, can you please share a little more about what you’d like to see around email automation?

hi ​@james.taylor ​@gustavo.franco question.. when a reservation is made for two guests and only the primary guest is created - when the guests then come to check in, they can REMOVE the second guest… and if they do so, the product rules are triggered… hence products removed based on occupancy… hence revenue down the drain..

is this something in scope still, to allow/disallow?

Hi ​@mauritsbots, thank you for your patience.

There is an option in the Kiosk settings to disable the ability for a guest to remove other guests during a Kiosk check in in guest mode. However, assuming your Kiosk is in Staff mode, then this sounds like an issue that I would encourage you to please raise with Support. Kiosk should not allow the removal of another guest in Staff mode if there is an impact to revenue. 

I would love to say that Kiosk is working great, but honostly James.. its a mess. Hopefully you can resolve all the isuses soon? 

That is our number one game changer to be actually able to use the Mews Kiosk. Thanks a lot. Please do the same with e-mail automation.

Hi ​@claudio.berger, can you please share a little more about what you’d like to see around email automation?

Hi ​@james.taylor 

Thanks for your reply. My idea would be that in the e-mail template section, we could have a selection for each template:

  • is sent automatically: yes/no
  • trigger: reservation made, start date, end date etc.
  • offset: - 3 days, +12 hours, + 2 days etc. 

Like Mews does with payment automation for example. There we have those options. We had this topic in DACH-thread a couple of months ago. The reason is, that many hotels have different work cases or different experiences when which e-mail should be sent, if it should be sent.

Of course some templates like reminders need additional conditions in the background, like “did the guest already react to the initial e-mail”. 

But I think that would be a great change, especially for self check-in hotels that really need full control over the communication sent to guests. 

 

Thanks and best regards

Claudio

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