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guest communications

  • May 29, 2026
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A
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Hi 

i read somewhere that Mews is finally looking at providing an integrated guest messaging service (whatsapp/sms etc). I’ve been hoping for this for a long time as we use an external provider with no connectivity to Mews.

The devil is in the detail of course, and the information shared so far seems vague and sketchy.

Is there anything more concrete about the specific features, roll out etc? 

i’m especially keen to understand

  1. mobile no. portability - can we bring it with us or take it with us if we leave (imagine we have a long history on our existing number...)
  2. what pre booking solution is there (ie widget on our website) that means guest comms pre booking like questions about a villa type etc are captured and not outside the system.
  3. what the process/timing is for having templates approved on whatsapp (and which whatsapp provider will be used, e.g. 360diogue or gupshop etc
  4. what marketing solutions will be available and how will it cascade based on guest messaging preferences (e.g. if a hotel wants to message a guest does it have to choose which channel (whatsapp/sms etc) or does it to all available platforms, which order. 
  5. what other platforms are likely to become avail eg wechat, line etc
  6. roll out timelines and if there’s a test available 

this is a hugely important tool especially for boutique properties who have high communication touch with guests, so I really hope you finally nail this one!

thanks!
Andrew H

 

Best answer by jon.johannsson

Hey Andrew, 

I’ll try to answer what I can to those points 

  1. Portability- For text messaging, now for now we won’t support it, but you can bring your existing WhatsApp number 
  2. Pre-booking widget, not something we’ll have in our first iteration, but in something we’ll look to add 
  3. We’ll have some pre-approved templates to select from for now, we won’t be supporting the creation and approval of templates through comms for now
  4. Yes, we’ll support the selection of channels and have cascading preference (fallback channels) for broadcast messaging 
  5. For now, the available channels will be text/sms, WhatsApp, OTAs (booking.com and Expedia to begin with), email, and our internal Guest Portal messenger to begin with.
  6. We have a private beta available, if you’re interested you can message me and we’ll see if your property if a good fit for the beta, otherwise it will be generally available in August.  

    2 Replies

    Johannes Rott
    Community Luminary
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    • Johannes Rott
    • Community Luminary
    • June 1, 2026

    ​@Andrew Hughes that was introduced at the MEWS UNFOLD last week and somethiing we are all hoping for! 
    But very limited on detail… we do wait on some feedback as well.

    There should be already a test available and you need to contact your costumer succes MANAGER.

    Johannes Rott // IMLAUER Hotels
    jon.johannsson
    Mews Employee
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    • jon.johannssonMews Employee
    • Mews Employee
    • Answer
    • June 10, 2026

    Hey Andrew, 

    I’ll try to answer what I can to those points 

    1. Portability- For text messaging, now for now we won’t support it, but you can bring your existing WhatsApp number 
    2. Pre-booking widget, not something we’ll have in our first iteration, but in something we’ll look to add 
    3. We’ll have some pre-approved templates to select from for now, we won’t be supporting the creation and approval of templates through comms for now
    4. Yes, we’ll support the selection of channels and have cascading preference (fallback channels) for broadcast messaging 
    5. For now, the available channels will be text/sms, WhatsApp, OTAs (booking.com and Expedia to begin with), email, and our internal Guest Portal messenger to begin with.
    6. We have a private beta available, if you’re interested you can message me and we’ll see if your property if a good fit for the beta, otherwise it will be generally available in August.  
    Jon V. Johannsson | Senior PM @ Mews, Communications & Kiosk
    A
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    • Andrew Hughes
    • Author
    • Community Newcomer
    • June 11, 2026

    hi Jon

    Thank you for coming back with some detail on this exciting dev release.  

    We may be a small property but my background is a little more extensive so i have significant experience around building a CX and aligning the tech stack to support it.  It’s almost impossible to find a strong player in travel (for context, i opened Atlantis, Dubai in 2008 then ran GTA/Hotelbeds/Tourico commercial business and integration - MEAPAC - til i did this farm tree change in 2019).  

    I’d be happy to learn more about your beta and see if you’re the right fit for us.  We only use a fraction of Mews comms today as there are too many limitations like hardcoded delivery times, not being able to remove the contact us buttons etc).  We use a comms platform but it doesnt have mews integration which makes it challenging.   

    We do 98% business direct which is off the back of our customer comms, so we can probably contribute also, both as a mews user and an industry knowledge.

    i’m off on leave mid next week but if you feel like a quick chat between now and then, we can see if there’s a fit for us both

    BTW, i’ve also flagged this with John Shorthall, our customer success manager 

    andrew H

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