Take Pre-Arrival Requests on WhatsApp with Mews

This recipe takes the messages guests send before they arrive and puts each one on their reservation in Mews. Paid extras, such as an airport transfer, are sold in the chat by payment link. Part of the Mews integration.

What happens today

A guest writes “we land at 6am, can we check in early? and can you send a car?”. The desk replies “noted”, and the request stays in a phone. The next shift never sees it, the transfer is never sold, and the guest arrives to find nobody expecting them.

The flow that works

AeroChat finds the guest’s reservation in Mews by name and arrival date.
It works out the request: early check-in, late arrival, cot, special occasion or a paid extra.
For a paid extra, it quotes the price from your extras list and sends a payment link.
It adds the request, and any payment, to the reservation so every shift sees it.
It tells the guest what happens next.

The recipe

Copy this into AeroChat

When a guest with a booking asks for something before arrival, follow these steps.

Ask for the booking name and arrival date, and find the reservation in Mews. If you cannot find it, hand over to the front desk.

For early check-in, tell them it depends on the room being ready, and offer guaranteed early check-in from our extras list if we sell it. Example: US$30 for check-in from 10am.

For an airport transfer, ask for the flight number and arrival time, quote the price from our extras list and send a payment link.

For a late arrival, note the expected time and send our late check-in instructions.

For a cot, extra bed, special occasion or dietary request, note it and say the team will prepare it.

Add every request to the reservation in Mews as a note, with the amount if one was paid.

Confirm in the chat what was noted and what the guest should expect.

Only offer extras and prices from our extras list. Never promise a specific room or an upgrade. Reply in the guest’s language.

Change the extras, prices and times to your own before you paste it.

What to connect

Mews. Your property connects the integration from its Mews account, and Mews issues the access token. Mews certifies each integration before it connects to a live property, so message us first and we’ll confirm the steps for yours.
Your extras list and fact sheet. Upload transfer prices, early check-in options and late check-in instructions to the AeroChat knowledge base.
Payments. Airwallex is built in. HitPay and Stripe connect with your API key if you already use them. Payment links are included from the Growth plan.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which extras you sell in chat, and their prices.
Whether early check-in can be guaranteed for a fee.
Which requests always go to a person, such as accessibility needs.

The result to expect

Every request lands on the reservation, so the shift that checks the guest in sees it, and paid extras get offered to every guest who asks. Measure it with your own numbers: extras sold through chat, and requests recorded on reservations, for a month before and after you start.

Next: direct bookings with Mews. See also the hotel recipe for pre-arrival requests.

Sell your first extra in chat

Paste the recipe, connect Airwallex, and message us about connecting your Mews property.

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On Shopify? Install AeroChat from the Shopify App Store.