Webinar

Make the most of Mews Online guest journey

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Want to make your entire guest journey contact-free? Our suite of solutions empowers hoteliers to cut down on waiting times at the front desk, reduce staff costs and also offers more revenue generating opportunities during check-ins.

Join our product experts for a 30-minute session to learn how you can offer a contact-free experience for your guests.

Watch the full recording now or check out small snippets from the session here.

What you'll walk away with

How you can achieve a contact-free guest experience using Mews' suite of solutions

How it's beneficial for your property

Q&A with our product experts

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Helpful user guides

Refer to the following guides to get an overview about the essentials before checking the webinar FAQs below

Booking Engine

Emails

Guest Portal

Kiosk

Setting up your Mews Kiosk (Android / iOS)

Other

Q&As

Is there a section to add a second guest and have them sign the digital registration card?

You are currently able to add the email address of your companion - they will be sent the "Companion Invitation" email which will allow them to fill in their info and sign the form. However, we are also looking into allowing the owner to completely fill in the details of all companions. We are working to ensure this is done in a legally compliant manner.

Can we add a section to scan an ID/Passport?

ID scan is currently already available on Kiosks. We are currently investigating some improvements related to ID scanning in our Kiosk product. We're in the process of getting approval to put these on trial in the next few months. If this trial is successful then we intend to explore the possibility of adding ID scanning to the Online Check-in as well.

Will there be the possibility to send Mobile Keys from the Kiosk? (e.g. Salto Mobile Key) or pin codes?

We don't currently have this capability available as part of the Kiosk offering and don't have immediate plans to add it. However, we are keeping an eye on this technology and would be keen to understand the demand for this. Please do add this to the Mews feedback portal or upvote existing relevant entries to help us understand this better. https://feedback.mews.com/

Can we see the number of Kiosk check-ins per month?

At the moment we do not have a report showing Kiosk check-ins. We are aware of the opportunity to add some visiblity of how the guest journey is performing for your properties. This is something we would like to address, but isn't something we anticipate being able to address in the near future. If you haven't already, please do make sure your need is logged in the Mews feedback portal so we can better understand how much this will help you and other customers as well. https://feedback.mews.com/

Can guests edit the online booking (rebook, cancel)?

Unfortunately not available right now. However, we completely agree and is something we would like to tackle in the near future. We are already looking into allowing the guest to do some more modifications on their reservation. This will start with the cancellation of a reservation, once complete we will then look into rebooking and other features for the guest.

Online-check in on the guest communication can be misleading. Why not changing to pre-registration?

This is actually something that has been brought up within the team in past few weeks. We will investigate into what is the best way to communicate the "Online check-in/ pre-registration" processes so it is not misleading.

Can entering credit card details be optional for guests while booking?

You are able to set whether you want to ask the guest for their credit card or not during the booking flow. This can be set with the 'Paymen card input' setting under Booking engine settings. https://help.mews.com/s/article/set-up-your-mews-booking-engine?language=en_US

You mentioned that Mews tries to convert a booking.com email address to a personal email address. Can you elaborate how that works?

Guests who enter the "check-in flow" in guest portal with OTA domain emails are presented an additional screen requesting them to input their real email. We send a verification email to that real email confirming that is indeed the guest. Once that is confirmed, the OTA email profile has a flag placed on it and is later merged into the real customer email profile, merging all reservations and personal details into the real customer profile.

How does a booking.com guest get into the online check in process in Mews? Do they receive the Mews reservation confirmation?

If the email is enabled, the guest is sent the link to access the online check-in even if they booked through an Online Travel Agency. However, the OTA will often re-format the content of emails based on their own email templates and this can result in guests having to copy and paste the link to the online check-in.

Is there a possibility to integrate the address fields (street, city) in the online booking check-out process. As we will be focusing on digital processes.

If the guest is closing the bill during the online check-out process, there is a field for them to add their billing address which is then added to the bill header.

Some guests are struggling with the Magic Link or are confused with the "Mews" URL (instead of the Hotel's). Will there be a change in the near future?

We are looking into Enterprise branding over Mews branding, however will still take some time to sort out.

How can the guest get an invoice for his company?

This depends on what is the agreement between the Company, Guest and Property. Bills can be moved from the guest to the company profile, or if the bill is already closed for the guest, it can be sent to the company.

With upsells, can the guest choose how many items to add? Eg. One guest chooses multiple towels

At the moment, this capability is not available as we do not currently have a way to manage inventory for these products. We know there is an opportunity here, so please do watch this space.

Is there a possibility to deselect the option to fill in the credit card details at the online check in which is now obligated ?

Currently, we are gathering this payment card as a security precaution in case of damages, and inform the guest of that in the check-in process. However, we have seen feedback around it and will look into the possibility of removing it.

In Italy only the main guest must give all information, the rest of the group can simply add a name, last name, date, and place of birth, how do I set that?

We are currently working on having different data requirements for companions than for main guests. This will be applied to the Legal Environment so you will not have to do anything from your side. Keep an eye on the release notes coming soon.

Many guests need a Company invoice. Can this be solved in online check-in?

We do not have this feature. The guest would need to reach out to the property and arrange this with them. They can use the "chat with us" function or find your details under the reservation details.

How about an online check-in on the the day of arrival that checks the guest in properly?

Currently, only Kiosk and Commander do physical check-ins, however with advancements with mobile keys and direct integrations with our guest portal, this is potentially something we could look into.

Can the guest scan a QR code at the desk and fill in the online check-in form?

This functionality is available on our Kiosk. The guest can use a QR code sent to their email to complete the registration card through the Kiosk once they've arrived at the property. If the existing Kiosk journey doesn't cover your use case or we've misunderstood the question; then please do log your request in the Mews feedback portal so we can reach out and better understand your use case. https://feedback.mews.com/

Will there be the possibility to book a table with Formitable with this system if the guests book an arrangement?

This is something we would like to address, but isn't something we anticipate being able to address in the near future. If you haven't already, please do make sure your need is logged in the Mews feedback portal so we can better understand how much this will help you and other customers as well. https://feedback.mews.com/

Is it possible to inform reception about guests who check-in using the Kiosk?

Kiosk check-ins are shown in the action log in Mews Operations. If there is a need for something further than this, please do raise it in the Mews feedback portal so we can better understand the use case you have. https://feedback.mews.com/

Is there a report to see how many guests use kiosk vs staff check-in?

At the moment we do not have a report showing Kiosk check-ins compared to other check-ins. We are aware of the opportunity to add some visiblity of how the guest journey is performing for your properties. This is something we would like to address, but isn't something we anticipate being able to address in the near future. If you haven't already, please do make sure your need is logged in the Mews feedback portal so we can better understand how much this will help you and other customers as well. https://feedback.mews.com/

We have many booking.com bookings that have a hard time to find the pre-check0in link. Seems that booking.com is not transferring it correctly. Any elaboration.

Unfortunately the emails sent from Mews do get re-formatted when eventually sent to the guest from an Online Travel Agency. This is a result of how the OTA wants to send details to the guest and we have little control over this.

Is it possible to add a customized e-mail from the hotel to the possible mailings?

You are able to customise some of the existing emails, please see the linked help guide for this. Adding a new customised email through Mews is not possible. https://help.mews.com/s/article/customize-your-emails?language=en_US&Language=en_US

Is it possible to sort conditions/rules for upsells? For example, not to offer breakfast to someone who has it included in the rate?

You are able to configure the order in which products are displayed by setting the ordering value in the product settings. With the recent addition of cross-selling through Online check-in, guest will not see a product if it is already on the guest's reservation. For Example, if a rate includes a breakfast product, then breakfast will not be shown to the guest during Online Check-in. https://help.mews.com/s/article/create-or-delete-a-product?language=en_US

Can we amend address for invoices after check-out?

Bills and invoices can be amended after closing, please check the link below, in case of further questions you can reach out to our support team for further assistance - https://help.mews.com/s/article/correct-a-closed-bill?language=en_US

Can you elaborate on the room-key activation on Kiosk?

Assuming this relates to Kiosk, the room keys can only be created with a connected key cutter integration. If we have misunderstood the question then please don't hesitate to reach out to us at support@mews.com

You mentioned that the booking.com email is merged with the guests actual email - Is this automated?

Yes, that is automated. We set a flag on the booking.com profile and the personal email that is added during the online check in. We then have an automated job that runs and merges the profiles. We always keep the personal email as well.

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