There’s no such thing as a typical guest. But, in the digital age, many now expect to self-serve. With Mews as your PMS, you can meet those expectations with contactless, digital-first tools that streamline operations and put guests in control of their stay.
The Mews guest journey offers opportunities to automate manual tasks, personalize guest experiences, and unlock new revenue through upselling and seamless payments. Whether your property leans into digital convenience or blends it with high-touch service, it can be customized to fit your approach.
In this article, we give you an overview of the Mews guest journey, introduce its core capabilities and link you to step-by-step guides and best practices to help you get the most out of it. Let’s start with the basics.
What it is
The Mews guest journey comprises a range of intuitive tools that support seamless, self-service experiences across the entire stay. For example:
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Booking Engine for direct, upsell-friendly reservations
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Guest Portal for online check-in/out, payments, live messaging and more
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Mews Kiosk for fast, self-serve check-in/out in your lobby
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Digital Key for fully contactless access via mobile
The platform also supports SMS and email automation, real-time chat, and flexible payment methods – all connected to your PMS.
The guest journey in Mews at a glance
Pre-stay: Guests book directly via the Booking Engine and receive confirmation and check-in prompts via email or SMS. Extras can be purchased and personal preferences added before arrival.
Check-in: Guests check in online via the Guest Portal or at the property via Mews Kiosk. They can upload ID, add payment details, and access their room key – all without waiting at reception.
On property: Guests use digital keys, purchase add-ons like breakfast or parking, and message reception in real time.
Check-out: Guests review and settle their bill online or via kiosk, with payments processed automatically and receipts sent via post-stay emails.
Core capabilities
Booking Engine: Drive direct bookings to lower commission, boost upsells and offer guests a fully branded, mobile-optimized experience.
Guest Portal: Let guests manage their stay, check in/out, access digital keys, chat with reception staff, and buy extras – all in one place. No apps to download.
Mews Kiosk: Reduce waiting times and front-desk workload with fully self-service check-in/out, key issuing, and upsell options.
Flexible payments: Offer a range of secure payment methods, including major cards, Google Pay, Apple Pay, in-person via integrated Mews Terminals.
Digital Key: Support fully contactless room access via mobile for greater convenience and security.
Why it matters
The tools within the guest journey in Mews help you deliver a convenient, consistent guest experience while generating more opportunities to boost revenue. Hotels using our digital-first features report increased upsells and more direct bookings:
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$132 avg. added value per reservation – Crane Hotel Group, Maine USA
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€68 avg. added value in the Booking Engine – The Local House, Germany
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50%+ direct bookings – Paradise Resort Gold Coast, Australia
“Our guests love the personalized booking experience. It’s not just about reserving a room; they’re planning their entire stay with ease.”
– Cornell Müller, Fettehenne Hotels
Learn more: Help and resources
For more detailed information on different aspects of the guest journey in Mews, check out our help center articles:
Want to explore how Mews enhances the guest experience and reduces team workload? Get in touch with your Customer Success Manager or our Customer Success Team.