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Product best practice

Share your way of doing things and learn from others

  • 266 Topics
  • 723 Replies
266 Topics
Sanne
Guru
SanneGuru
asked in Product best practice
🔎Tips for transitioning to a self-service front office

Hey everyone!I'm looking for tips and tricks on transitioning from an old-school front office to a fully self-service front office with a front office host. Anyone with experience making this shift? What were the biggest challenges and how did you overcome them? Any advice or ideas are welcome!What we have already prepared:training for employees: the new service flow, basics of the new role and responsibilities of a front office host, tasks, etc.  2 pilot-hotels: 1 with Mews Kiosk and 1 with Duve  overview of needed renovations, hardware and software Some questions I have: which solution(s) (Kiosk and/or Guest Journey) do you use and why?  How did you help guests embrace this change? Did you use specific communication strategies?  How did the new role of the front office evolve compared to the traditional front office?  How did you deal with staff resistance and did you find effective ways to keep them engaged?  If you had to do the transition all over again, what would you do differen

47811
mauritsbots
Superstar Guru
Robin Gustavsson
Guru
Robin GustavssonGuru
asked in Product best practice
Limitations with Mews CHM: 'Once' Charged Products

Hello Community,Are you also experiencing issues with Mews not being able to send products with the charging type set to “once” in your channel manager connection?We sometimes offer packages that include products meant to be charged only once, but we’re unable to transmit these through the CHM connection.Additionally, since our CRS only allows us to send full ARI (Availability, Rates, Inventory) - and not partial data - we can’t let partners set prices on their side while we only send availability and inventory.This limitation is significantly restricting our ability to participate in certain campaigns. Has anyone else encountered the same challenge and found a feasible solution or workaround within Mews? Thanks in advance!

283
Robin Gustavsson
Guru
M
maxi.kieferMaster Apprentice
posted in Product best practice
Digital Key

Hallo, gibt es jemanden, der die Digital Key Funktion für Assa Abloy oder Salto nutzt? Wir sind aktuell dabei, zu überlegen, ob das eine Möglichkeit für uns ist und hoffe auf den ein oder anderen Erfahrungsbericht :)  Liebe Grüße, Maxi

281
Ivo
Johannes Rott
Johannes RottMaster Helper
posted in Product best practice
MEWS X MARA

 🙋‍♂️ Hi Community,Is anyone here using MARA Guest Reply along with the integration to MEWS to automatically receive guest feedback as notes in the guest profile?📩 Is the feedback only imported from Booking.com, or are other platforms supported as well?🧾 My goal is to have guest notes automatically created based on review insights.🔗 Is your MARA ↔ MEWS integration active, and💬 is it working reliably for you? 

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Johannes Rott
adriancoene
adriancoeneContributor
asked in Product best practice
Payment Link

Hi everyone,Quick question — does anyone know if there’s a way to extract a payment link from Mews without having to send it via email first? I’d like to share it with guests through WhatsApp instead.Also, if anyone has experience with this, do you know if it would still be GDPR compliant to send the link that way?Thanks a lot in advance!

384
MattJones
Sarah.Masterton-Brown
Mews Employee
Sarah.Masterton-BrownMews Employee
published in Product best practice
Community Spotlight #2: From HS3 to Mews—real talk from HOLI’s migration

Hello Community!It’s time for another Community Spotlight, where we hear from Mews customers about the realities of transforming hospitality operations—and the smart decisions (and lessons learned) along the way.In this episode, I spoke with Stefan from HOLI City Apart Hotel. Facts about HOLI City Apart Hotel Location: City center, Berlin Family owned and run Rooms: 70 Mews customer since: Migrated from HS3 to Mews in December 2024Here’s what we covered in our chat:They didn’t migrate everything – and they’re glad they didn’t. Stefan shares how they used the channel manager instead to get cleaner, more useful data into Mews. Payments were a game-changer – switching to automated payments was, in Stefan’s words, "one of our biggest achievements.” Staff can now work remotely – a big shift from their single-workstation HS3 setup. With Mews and tools like kiosks, everything became more flexible. They feared guests wouldn’t like the new tech… but the opposite happened. Check-in’s faster, eve

310
Sarah.Masterton-Brown
Mews Employee
X
xhuApprentice
asked in Product best practice
Direct book button for each package on our own website

Hello all! We are facing a problem with our packages on our own website.As I have understood, it is not possible to connect a “book now button” with 1 specific rate. Before we had this option as this is more easy for our guest to book directly, however the Mews Booking Engine does not allow us to do so. The guests have to set the dates twice and even after clicking our package, the guest still has no access to the direct overview of the specific package, but an overview of all rates including the rates which are not packages. Do you experience the same issue? And how did you solve this in order to make it more easy and faster for the guest to book a Package on your own website with the Mews Booking Engine? We look forward to hearing from you practices. Have a nice day! Kind regards, Xiaohui Hu

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X
Sarah.Masterton-Brown
Mews Employee
Sarah.Masterton-BrownMews Employee
published in Product best practice
Community Spotlight #1: Introducing Vegard from Smarthotel Norway

Hello Community!I’m excited to bring you the first edition of our Community Spotlight series, where I chat with Mews customers about the big topics in hospitality, what drives their success, and—most importantly—how they’re using Mews in practical, impactful ways.For this first spotlight, I had the pleasure of speaking with Vegard Kaspersen, General Manager at Smarthotel in Oslo—an affordable, centrally located hotel that's redefining what smart hospitality looks like.We covered some great ground, including: Enhancing guest experience with tech Operational efficiency through automation Building a successful loyalty programme Future innovations on the horizon at Smarthotel 🎥 Watch the video below to hear Vegard’s insights and see how Smarthotel is putting innovation into action. 💬  And if you'd like to be featured in a future spotlight, let us know below!Thank you ​@Vegard Kaspersen for sharing these great insights.    

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Sarah.Masterton-Brown
Mews Employee
Robin Gustavsson
Guru
Robin GustavssonGuru
posted in Product best practice
Product Rules – Start/End Date Functionality

Hello Community!I’m curious to hear how you manage product rules in Mews, especially when changes are needed.Have you experienced similar challenges to the ones I’ve described below? For instance, when updatingor replacing products in a rule, do you also find that the changes are automatically applied to existing future reservations - sometimes affecting pricing unintentionally?If so, how are you handling it? Do you have any best practices or workarounds that help minimize manual work or reduce the risk of errors?I’d really appreciate hearing your experiences and any solutions you’ve found helpful!*Please consider upvoting my idea in the feedback portal ⭐https://feedback.mews.com/forums/918232-property-operations-pms/suggestions/50046567-start-end-date-functionality-in-product-rules----------------------------------We work extensively with product rules in Mews and have encountered a recurring challenge: the inability to define a start and end date for product rules. This limitation cr

120
Robin Gustavsson
Guru
A
Mews Employee
Alexandra FjällmanMews Employee
published in Product best practice
From Reactive to Proactive: Unlocking Revenue Growth with Atomize RMS

Hi Mews Community,Thanks to everyone who joined our recent webinar, Reactive to Proactive: How to Grow Revenue with Atomize RMS. Whether you were able to tune in live or not, we’ve got you covered! Watch the Webinar On-Demand The full recording is now available for you to rewatch or share with your team. It’s packed with actionable insights and real-life results from properties using Atomize RMS alongside Mews to supercharge their revenue strategies. Watch the recording here👉 What You’ll Learn Here’s a quick recap of the key takeaways:  Why real-time pricing is essential  In today’s fast-paced market, static pricing just doesn’t cut it. We explored why dynamic, real-time pricing is now a must-have—not just a nice-to-have.  How Atomize makes data digestible  Complex data shouldn’t mean complex decisions. Atomize translates your data into clear, strategic pricing moves that save you time and drive results.  The results speak for themselves  Users of Atomize have reported up to 37% hig

510
A
Mews Employee
viktoria.skraba
Mews Employee
viktoria.skrabaMews Employee
published in Product best practice
Tips & tricks for Atomize: Are you overbooking your base room types?

If you’re constantly maxing out your lowest room category and upgrading guests for free, it might be time to hit pause. Overbooking your base room types might feel like a savvy short-term move - but it can throw off your demand forecast, impact pricing, and ultimately reduce revenue. Not just in Atomize - this affects any RMS.  Why it matters  When you consistently overbook one room type (often the base category), you’re sending mixed signals to the system: It sees inflated demand for that room type  It doesn’t get accurate data for the upgraded room type  It can’t correctly estimate future demand or set optimal prices And that means your recommendations across both categories could be off - causing a ripple effect that’s hard to catch in the moment but easy to feel in your numbers.  Common causes Your team always sells the lowest room type to stay competitive, assuming free upgrades will cover gaps  Your groups department books everyone into the same category  It’s just become the go-

120
viktoria.skraba
Mews Employee
A
AntoineHelper
asked in Product best practice
Return icon on tasks removed

Hi Mews Team, Can you please replace the back icon when we create a task? You now have to click Back on the browser to return to the reservation, which is a bit tricky. All the best,Antoine

131
jessica.becker
Mews Employee
J
juliusbackes
asked in Product best practice
Still no way to book 2 adults + 1 infant (0-3 yrs) in a “max-2” apartment?

Hi everyone,I’m hoping somebody has cracked what feels like a very typical family scenario in Mews Distributor.Our one-bedroom apartments are limited to two adults. Many guests, however, travel with a baby or toddler who sleeps in the parents’ bed. In an ideal world the booking widget would let them add a 0–3 year-old and still show the apartment. Right now, the moment a child is added Mews counts it as a full extra guest, so the system insists on a three-person (or two-bedroom) unit—hardly family-friendly.What we‘re aiming for Widget shows pickers for adults and a “0-3 yrs” band. Guests can choose 2 adults + 1 infant/toddler and the two-person apartment remains available. We don’t have to raise the apartment’s base capacity (keeps OTA inventory clean). I’ve tried every combination of extra capacity, age categories and restrictions I can think of, but either the child still bumps the capacity or the room vanishes altogether.One more thing I foundI came across a year-old blog post t

521
adeline.baesler
Mews Employee
flo.sherry
Mews Employee
flo.sherryMews Employee
published in Product best practice
7 things you (probably) didn’t know you could do to boost revenue with Mews POS

Hey Mewsers 👋 If you're running a hotel restaurant, bar, café, room service or even just curious about it – this one’s for you. Mews POS has grown a lot, and fast. We’ve added powerful new features to help you sell more, serve faster and work smarter. Here’s what you may have missed👇  Run automated promos (set it and forget it!) Want to drive revenue during slower hours? Set up fully automated promos like Happy Hour or 2-for-1 cocktails. Just set the rules, pick the time and location and Mews POS takes care of the rest. You can even control where promos apply, like only online, on Mews Terminals or both. Or create segment-based discounts to treat your regulars with targeted offers.   Get versatile with Pricebooks Want to charge less for staff coffee, add a premium for room service or tweak prices by outlet? Easy. That’s what Pricebooks are for. No more messy workarounds or duplicating products. Just flexible pricing that fits your setup perfectly.  Boost Average Order Value (AOV) wit

800
flo.sherry
Mews Employee
viktoria.skraba
Mews Employee
viktoria.skrabaMews Employee
published in Product best practice
Tips & tricks for Atomize: Do your price recommendations seem too high?

Seeing price recommendations that feel too bold? You’re not alone - and you’re not stuck. Let’s break down what could be influencing Atomize to push prices higher than expected, and how a few quick checks can make all the difference.  First, why this matters  Price perception is one of the most common concerns we hear from users. But often, the system’s doing exactly what it’s been told to do - based on your current settings. Without realizing it, some users have minimum prices or offset rules in place that are unintentionally forcing Atomize to aim higher than necessary. The good news? It’s easy to fix once you know where to look.  1. Check your minimum prices and minimum offsets  These two settings can have a big impact on price recommendations - especially if they’re too aggressive.  Minimum price: Sets the floor for what the system can recommend. Too high, and your prices may not flex with demand.  Minimum offset: Controls the gap between room types. If this is set too wide, Atomi

230
viktoria.skraba
Mews Employee
Sarah.Masterton-Brown
Mews Employee
Sarah.Masterton-BrownMews Employee
published in Product best practice
How to Serve Guests at -5°C (Without Freezing Your Ops)

🚨 -5°C and still fully operational? That’s just another day in the life of Arctic SnowHotel & Glass Igloos ❄️This iconic Finnish destination is running three restaurants, two bars (including one made of ice!) and complex F&B ops—all powered by Mews. With the Mews Terminal S2, staff are saving 1 hour a day, cutting down errors, and serving guests faster, all from one sleek handheld device. Even in Arctic conditions, everything runs seamlessly with our fully integrated PMS, POS and Payments setup. Highlights: Waitstaff now handle orders + payments from one device Real-time PMS <> POS sync means smoother operations Inventory management and daily reporting made easy Terminal S2 = more tips, happier staff Onboarding? A breeze.  Watch how they make hospitality look effortless, even when it’s freezing:View the full case study + video here

411
flo.sherry
Mews Employee
viktoria.skraba
Mews Employee
viktoria.skrabaMews Employee
published in Product best practice
Tips & tricks for Atomize: Think your data looks off? Let’s talk.

Noticed some inconsistencies in your price recommendations or KPIs across systems? If something feels off, there’s usually a reason - and it’s easier to fix than you might think. This is one of the most commonly raised concerns from users. When data doesn’t line up, it can feel like something’s broken. But in most cases, the system is working exactly as it should - it’s just missing some key context from you. Let’s break down the most common causes (and what to do about them).  1. Check the report logic  Not all reports speak the same language. Different platforms (your PMS, BI tool, Atomize, etc.) can calculate KPIs in different ways. If you’re comparing reports and something looks off, the first step is to check:  Are the filters aligned?  Is the logic for RevPAR, ADR, or occupancy consistent?  Are you comparing like for like?  Think that occupancy % could be calculated in different ways: excluding or including certain room statuses, like out of order. Which one are you looking at

410
viktoria.skraba
Mews Employee
molly.feely
Mews Employee
molly.feelyMews Employee
published in Product best practice
Keeping the human touch in AI revenue management

Hey Mewsers 👋 Everywhere you turn, AI is shaking things up. But luckily for hotel revenue managers, it’s changing things for the better!Today’s tools aren't just suggesting prices; they’re reacting to market changes in real time and updating rates automatically. That means less manual work, faster decisions and more consistent revenue for you. But there's a catch. AI doesn’t know your brand, company goals or your local market as well as you. That’s why we’re seeing the best results coming from hotels where humans and machines work together.  3 ways to strike the right balance:  Set your strategy first  AI can’t follow a plan if you haven’t created one first. Define your goals, rate hierarchy and key parameters. Then sit back and let the system do its thing.  Plan for what you can predict  Feed your RMS details on high/low seasons, public holidays and key events so it can make smarter calls.  Stay ready for surprises  From last-minute group cancellations to unexpected concerts, AI re

240
molly.feely
Mews Employee
J
juliusbackes
asked in Product best practice
Send confirmation emails only for direct bookings

Hello everyone,I’m looking to configure Mews so that confirmation emails are only sent for direct bookings (Website) and not for OTA bookings via Booking.com. Out of the box, Mews sends a confirmation email for every new reservation, regardless of the channel. Right?Questions: Has anyone implemented a similar setup? Are there any official best practices or Mews-recommended workarounds to truly filter confirmation emails by channel? Thanks in advance for your insights! Best regards,Julius Backes

751
Ivo
ellen.hartelius
Mews Employee
ellen.harteliusMews Employee
published in Product best practice
Keep pace with the market: How real-time pricing helps you capture more revenue

You know it. We know it. Pricing rooms is no longer a set-it-and-forget-it game.Markets shift fast. So, if you want to grow your revenue and stay ahead of the competition, reacting in real time isn’t just a nice to have; it’s essential.That’s where real-time price optimization (RTO) from Atomize, part of the Mews family, changes the game. Unlike manual updates or slower systems, RTO adjusts your prices the moment the market moves, so you capture demand when it peaks – not after it’s passed.Why does real-time matter?Let’s say a global superstar announces a surprise concert in your city. Demand for rooms skyrockets within minutes.Hotels using Atomize RTO? Their rates adjust automatically, capturing that surge in demand as it happens. That’s revenue flowing in while the competition is still scrambling to update spreadsheets.Hotels still relying on manual updates? It could take hours – or even longer – to react. By the time those rates catch up, bookings have been made at yesterday’s price

230
ellen.hartelius
Mews Employee
Robin Gustavsson
Guru
Robin GustavssonGuru
posted in Product best practice
Match and Merge

Hi Community,We are a hotel chain with multiple properties using Mews, and I’m reaching out to other hotel groups that share guest profiles across properties to ask how you are handling the "Match and Merge" functionality -particularly for guests booking through OTAs like Booking.com, where we receive a system-generated email address tied to a specific reservation.When emailing this generated address externally, the message is delivered to the guest via their Booking.com account.What we've noticed - and have seen happen - is that if the same guest has active bookings at multiple properties, and their profiles are merged, the communication can sometimes end up linked to the wrong booking.Example:Guest John Doe has a reservation at Hotel A next week.He also has another reservation at Hotel B in a month.A staff member merges the two profiles and chooses to keep the email address associated with the Hotel B booking.Now, all communication related to John’s reservation at Hotel A (pre-arriva

382
Georg Gaag
Robin Gustavsson
Guru
Robin GustavssonGuru
posted in Product best practice
External Payments

Hello Community!We don't use the Mews booking engine for our reservations - instead, we work with an external provider.As a result, we also have a different payment gateway (merchant) for handling advance payments made through our own website.This setup means that any advance payments need to be manually registered in Mews as external payments.This manual step has proven to be one of the biggest pain points for our hotels. Payments are often misallocated, or bookings end up being charged twice by mistake.Over time, things have improved - especially after we’ve run training sessions for our staff - but the issue tends to resurface whenever new team members come onboard.Has anyone else experienced similar challenges? If so, have you found a smart or effective way to handle this and reduce errors?In a perfect world, I would love to be able to map payments from our external merchant directly to Mews, allowing us to send them through automatically via an XML file.Another idea would be to li

12813
Georg Gaag
ellen.hartelius
Mews Employee
ellen.harteliusMews Employee
published in Product best practice
5 steps to more competitive pricing (without the guesswork)

Hey Mewsers 👋  How competitive are your rates really? Hotel pricing can be a powerful tool to drive revenue, build guest loyalty and put heads in beds. But it's so much more than just being cheaper than the hotel next door.  Here are 5 ways you can make your rates more competitive: React fast to changing demand Demand can change at a moment’s notice. Things like weather, concert announcements and market changes can make demand skyrocket. So, to maximize revenue it’s important to act fast and adjust rates.  Know when to drop rates... or not Not all guests think the same when it comes to price. Some will book at a lower rate. Others just want the room, whatever it costs. Watch how guests respond to pricing changes and keep tabs on the competition to figure out the price elasticity of your rates. Then adjust with purpose.  "With Atomize, we went from manually updating rates once or twice a week to having rates dynamically adjusted throughout the day. It saves us so much time, and we've b

540
ellen.hartelius
Mews Employee
S
Strasser-Bumb SimoneApprentice
asked in Product best practice
Mews Connector funktioniert nach Windows 11 installation nicht

Hallo, wir haben heute Windows 11 installiert. Seitdem funktioniert der Mews Connector nicht mehr. Hattet ihr damit auch Probleme? Viele GrüßeSimone

271
adeline.baesler
Mews Employee
J
juliusbackes
asked in Product best practice
How to apply automatic payment policies only for direct bookings?

Hi everyone, We’ve configured payment policies in Mews for our main rate groups (“Non-Refundable,” “Best Available Rate,” and “Long Stay”) to automatically charge the guest’s credit card at the time of booking confirmation (mode: automatic, timing: confirmation, method: charge from payment card). This setup was mainly intended for direct bookings on our website, where we also want to enable alternative payment methods. However, we’ve recently noticed that these automatic policies are also being applied to channel manager bookings (e.g., via Booking.com), which is causing issues. For every channel booking, we now receive an “Action required – failed to charge card” message, as we prefer to handle these payments manually. I have two questions regarding best practices: Rate groups vs. payment policies – Does it make sense to create separate rate groups for direct bookings and channel manager bookings (e.g., separate BAR, BAR 7 nights, NRF rates) to apply different payment policies? – Or i

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K
Community-widget-Referral-Program

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