Hi everyone!
I’ve noticed an issue both at my own hotel and while checking in at other Mews properties using kiosks.
It seems that when a guest requests multiple room keys but doesn’t collect all of them, the remaining keys stay in the Mews Commander printing queue. Over time, this queue can build up and eventually prevent any further keys from being issued.
Here’s a typical scenario:
1. A guest checks in at the kiosk and requests four keys for a family room.
2. The guest collects the first key but walks away before the remaining three are printed.
3. The three uncollected keys remain in the printing queue.
4. Eventually, the queue blocks the system, preventing subsequent guests from receiving their keys.
The current workaround is to manually clear the queue in Mews Commander.
A few weeks ago, I experienced this firsthand while checking in at another Mews property, where both kiosks had stopped issuing keys because of this issue.
At our hotel, we regularly check and manually clear the queue, but for properties relying heavily on self-service kiosks, this is obviously far from ideal.
Ideally, Mews Commander should automatically clear any pending key-printing requests after a few minutes of inactivity, preventing the queue from blocking future guests.
I’m curious:
Have others experienced this issue, and how do you manage it? Is there perhaps an existing setting or workaround that I’ve missed?
It would be great if Mews could address this, as reliable key issuance is absolutely essential for a smooth self-service check-in experience.