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Product best practice

Share your way of doing things and learn from others

  • 272 Topics
  • 735 Replies
272 Topics
Sarah.Masterton-Brown
Mews Employee
Sarah.Masterton-BrownMews Employee
published in Product best practice
Celebrating Your Success: Inspiring Stories from Our Mews Community

At Mews, nothing makes us happier than seeing our customers succeed.Your success stories show us that we’re delivering the right solutions, but even more importantly, they inspire others in our community to dream bigger and achieve more. From streamlined operations to increased revenue and happier teams, these stories highlight the transformative impact of innovation.These incredible examples show how our customers are pushing the boundaries of modern hospitality.If you would like to share your successes with us, we would love to collaborate. Post in the thread below.Here’s October’s highlights: Wythe HotelThis industry-leading US independent hotel shared some amazing insights and numbers!They love how all of the guest-facing features are modern and straight-forward, while backend automation takes care of the operational tasks that don’t add value to the guest.The result? A happier, more efficient team. 🏆“The Mews team is responsive and invested in our success, even as a small, stand-

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Sarah.Masterton-Brown
Mews Employee
A
andreasHelper
asked in Product best practice
Best practice: accounting workflow for pre-paid OTA bookings

Hi Community!I’m wondering what your workflow is for pre-paid bookings from OTA’s, those which are paid via bank transfer after guest departure.Booking.com, for example, is now only sending us pre-paid bookings. And we get paid once a week via bank transfer. No more virtual credit cards. Our current workflow is this:Routing rule will move room charges to Booking.com bill The guest does not get an invoice for their stay After guest departure, once we get paid, we move all bookings for that week in a single bill to Booking.com and close itIf the guest requests an invoice, before they are checked-out:Move the room charges back to the guest bill Create a deposit for the total amount send the positive deposit amount to booking.com bill Close the bill to the guest with the deposit The positive deposit amount will then be closed on the collective Booking.com billIf the guests requests an invoice after check-out, but before we closed the Booking.com bill:We cannot make deposits anymore We send

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V
Ivo
IvoHelper
asked in Product best practice
Advice Needed: Setting Up Age Based Tourist Tax

Hello Mews Community,I’m looking for advice on how to correctly set up tourist tax for our property in The Hague. Currently, we have tourist tax configured as a product with a product rule attached. However, in The Hague, tourist tax is only applicable for guests aged 13 and above.The challenge we’re facing is that the product rule in Mews doesn’t allow us to add age conditions. Has anyone found a workaround or an alternative method to handle this kind of setup?Any insights or suggestions would be greatly appreciated!Thanks in advance,Ivo

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Sarah.Masterton-Brown
Mews Employee
Ivo
IvoHelper
asked in Product best practice
Streamlining Rate Structures in Mews: Seeking Advice and Insights

Hi everyone,We’re currently in the process of migrating to Mews, and one of the key areas we’re re-evaluating is our rate structure. In our previous system, we had an overwhelming 200+ rates! These rates were primarily created to gain segment insights and were set up for nearly everything—corporate contracts, GDS bookings, OTA channels, direct bookings, and more. While this worked for us in the past, it led to a lot of complexity in managing, maintaining, and analyzing our rate setup.As we transition to Mews, I’m keen on finding ways to streamline and simplify this approach. For instance:Corporate Rates: I don’t see the need to set up an individual rate for every single corporate negotiated contract anymore. There must be a more efficient way to manage this while still maintaining clarity in reporting and segmentation. Channel Rates: Similarly, creating rates for each channel (OTA, direct, etc.) feels unnecessary, especially since Mews already captures the channel in the reservation da

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N.HALL Consulting
G
GarenneMaster Apprentice
asked in Product best practice
Credit card requested to make a reservation in MEWS booking engine

Good morning, we would like the credit card to be needed in order to make a reservation through our Mews booking engine. Credit card either as a guarantee (standard rate) or charged (if non refundable rate) Ìs there an option ? thanks 

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G
NicolasLA
NicolasLASuperstar Apprentice
asked in Product best practice
Lacoly for whatsapp guest communications integrated with MEWS operation

Hello community, does anyone have experience with Lacoly App (https://lacoly.com/en/) ? We are looking for comunicate with our guests through whatsapp and Lacoly solution seems to fit.I want to know if anyone in the community have any experience with this 3rd partie integrator. Any information/recomendation on this topic, will be appreciated.Regards, Nicolas.

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NicolasLA
tamara.spir
Mews Employee
tamara.spirMews Employee
posted in Product best practice
📣 Invitation to help us test & improve the POS features!

Hello! Our team is currently designing improved features for the POS system. Before we build new functions, we'd love to understand how you work today with Table Reservations and Menu Creation.We want to invite you to:1. Take a quick survey about your current workflow ( no more than10 mins)  https://app.useberry.com/t/AeEaKjlBe0ToIQ/2. Optional: Join our table management feature development project  (Reply if you're interested!)If you have experience managing restaurant operations, your input would be incredibly valuable in shaping these features to work better for real kitchen and service needs.Thanks for your time!Best,Tamara Spir UX Researcher.

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anthony.carroccio
Mews Employee
anthony.carroccioMews Employee
published in Product best practice
Stay secure and protect yourself against phishing attempts 🔒

Hi Mews Community, In recent months, there’s been a rise in sophisticated phishing attempts where hospitality employees are being tricked into revealing their login credentials.  We’re aware that a small number of Mews customers have been targeted and fallen victim to these malicious campaigns. As Senior Product Manager for Security at Mews, I’m part of the team that is actively monitoring the situation, and our Customer Support colleagues are supporting those affected.  I've always found the best form of defense against these threats is to make sure you know how to keep your login credentials – and therefore your data, your guest data and your business – secure. Today, I’ll talk you through how these malicious phishing campaigns typically operate and the precautions you can take to enhance your security.  How do these phishing attempts work?  They’re sophisticated. Cybercriminals use search engine ads to trick hotel employees into entering their user credentials on a fake login page t

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anthony.carroccio
Mews Employee
Hendrik Renken
Hendrik RenkenHelper
asked in Product best practice
Drops on mews booking engine with meta search

Hey,We recently reviewed our data regarding the booking engine and noticed that the conversion rate is really low when users come via Metasearch.For us, this has a lot to do with the information about the hotel that guests receive from the booking engine.Currently, users are redirected straight to the "select category" section, which is generally great, but it can be overwhelming for guests as no other information about the hotel is provided. I think to improve the conversion rate, it would be great to rebuild this section of the booking engine and include the possibility to add more general information.Is there something we might already be missing? What’s your take on this? Would be good to have some feedback. Best Hendrik  

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coudert.mathias
Mews Employee
jones.eth
Senior Guru
jones.ethSenior Guru
posted in Product best practice
Changed Checkin / Invisible Companions

Recently Mews decided to change the checkin / kiosk to not include guest companions anymore. In the current state the fetched information is below the minimum we need.Also problematic about the whole change is that this wasn’t communicated beforehand but instead a day late. With the impact on workflows and the confusion it created that should really be handled differently the next time.Right now we are looking for alternatives to replace the checkin / kiosk with a system that let us fetch the information we need but we don’t really want another service for that. I know that there are some plans to allow us to customize the information collected by the checkin which would completely solve the problems we have right now.Is there a rough timeline about these changes so we can plan accordingly?

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jones.eth
Senior Guru
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support tip of the week: Mews POS Tips & TricksTutorial

Hello, everyone!We hope you’re all having a fantastic week and enjoying the fall weather. As we settle into this season, it's a great time to refine our skills and get the most out of Mews POS. We've noticed an uptick in questions about the system, so here are some valuable tips to help you navigate Mews POS more effectively.1. Creating a Revenue CenterRevenue centers in Mews POS help categorize and separate different streams of income, improving financial reporting. To set up a new revenue center:Go to Settings > Revenue centers > + Fill in the name, default covers, and PMS code (if using a different PMS). Select an outlet to link to the revenue center and hit Save. This helps you streamline accounting and gain better insights into revenue sources.2. Creating a Customer GroupCustomer groups help segment your customers, making it easy to offer personalized services. To create a group:Navigate to Customers > Groups > + Name the group and click Create. Use customer groups to

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elena.pudova
Mews Employee
marko.balazevic
Mews Employee
marko.balazevicMews Employee
published in Product best practice
How to Assign Revenue Centers in Mews POS: Quick TutorialTutorial

Hi community!In this video, we introduce a new tutorial on the Mews Point of Sale (POS) system. We explain how to configure the setting that controls how revenue centers are assigned to open orders. We'll walk you through the two possible scenarios for this setting and discuss the trade-offs of each, helping you choose the best option for your needs.Thanks for watching! If you have any questions, feel free to reach out.See you in the next video!

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marko.balazevic
Mews Employee
E
EddoApprentice
posted in Product best practice
Hover-Box / Mouse-Over reservation timeline

Dear MEWS Community,Screen real estate is precious, especially when managing reservations, yet there are many ways to maximize the use of this limited space. A simple improvement would be to display more information in the hover-box that appears when you mouse over a reservation.Currently, the hover-box only shows the guest's first and last name along with their arrival and departure dates. This information is almost redundant, as it’s already visible on the timeline screen. Additionally, the hover-box is relatively small compared to the available screen space, which leaves room for more relevant details.Why not make better use of the hover-box by adding more useful information? The possibilities are endless. Here’s an example of what it could display:Name: Mr. Donald Duck Dates: Sun 29.09.24 - Mon 30.09.24 (1 night) Rate: Flexible Rate Total Amount: 888 EUR Note: This is a sample.Ideally, these settings would be customizable by the property or even individual users. If static informat

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E
R
RjagtarapApprentice
asked in Product best practice
Booking Extension Best Practices

Are there any best practices in entering guest extensions to ensure KPI tracking is correct (eg sales channel, number of guests etc.) and avoid conflicts with OTA trackings which trigger a commission?Any tips would be helpful. Thank you!

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S
Senior Guru
DavidFoxx
DavidFoxxSenior Contributor
asked in Product best practice
Seeking Best Practice for Inviting Guest Gratuities

In an effort to leverage the Guest Journey within Mews, I have updated our Checkout Invitation to include a note about adding gratuities as part of checking out online and added this to the ‘Rules’ for checking out online. I’m trying to determine whether there is a best practice for doing this already in use by other properties or if there are recommendations for how to improve the process I’ve created. Am I missing any other areas of communicating this within the Guest Journey? I am planning to add an in-room printed piece to the physical Guest experience, drawing attention primarily to the ability to checkout online the day before through the morning of departure and, as a ‘by the way’ mention, including a line about the Guest’s ability to express his/her appreciation for the service and hospitality they’ve experienced during their stay.Within Documents, there’s no option for Instructions, so I chose Rules and I believe this is visible to the Guest only in the Guest portal when compl

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Sanne
Guru
B
BOMApprentice
asked in Product best practice
PDJ ARRANGEMENT

Bonjour,Notre produit PDJ arrangement apparait dans le CA d’affaires HEBERGEMENT alors que le paramétrage est “Chiffres Affaires PDJ”.Quelqu’un parmi vous aurait la réponse svp? En vous remerciant, 

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ivan.fernandez
Mews Employee
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support Tip of the Week: Mews POS Inventory ManagementTutorial

Hello Mews community! 🎉We often get questions about managing inventory within Mews POS, so this week, we want to provide some clarity on two frequently asked topics: How to complete an inventory return and How to accept a delivery from a purchase order. Let's dive in!1. How to Complete an Inventory Return in Mews POSReturns in Mews POS help you keep track of products you send back to suppliers, making inventory management smoother. When a return is processed, Mews POS automatically updates the stock records, allowing you to connect deliveries and returns seamlessly.To complete an inventory return in Mews POS:Navigate to Inventory and select Deliveries. Locate the relevant delivery and click on it to open the Delivery details screen. Click Return Items and select the checkbox next to the product you want to return. Enter the quantity of the returned item and click Save Items. In the New Return screen, fill out the necessary information (Document Date/Time, Notes, etc.). Review the prod

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elena.pudova
Mews Employee
laura.asplin
Mews Employee
laura.asplinMews Employee
posted in Product best practice
Automated Service Charge on Bills

HiI am a Product Manager within the Finance team, I met with a customer yesterday who suggested that they would like to start adding a service charge to all Bills in Mews, similar to the way that a service charge is added to a bill in a restaurant. Their idea was to add the service charge as a % of the total bill value or as a % of the accommodation items to avoid F&B items being charged multiple service charge. They discussed that they would need to inform the customers of the charge in advance of the stay and they would likely do this via the confirmation email. They commented that are a lot of properties are doing this now.The property is unsure how their guests might react to the charge and we were keen to start a conversation about this subject:does anyone have any experience of adding a similar charge and has it been successful? are their other properties interested or considering adding a similar charge? 

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Sanne
Guru
alzbeta skrabalkova
Mews Employee
alzbeta skrabalkovaMews Employee
published in Product best practice
Simplifying the "Unpaid items/Deposits" on the Billing ScreenTutorial

Hey there, Mews Community! 😎We've noticed some confusion around the "Unpaid Items/Deposits" section on the billing screen. Let's break it down for a smoother billing experience:"Unpaid Items/Deposits" isn't an open bill. It's where you can find transactions from sources like the kiosk, restaurant POS or basically any item not posted directly from the billing screen It's like a temporary holding area. Properties should review and move these items to the right bills. You can't move items back to "Unpaid Items/Deposits" anymore, and this change is by design. Also, you cannot add company details to it. During checkout when selecting "Close balanced bills" and "Checkout" , if you get an error message (see below), it means there are items in "Unpaid Items/Deposits" that need allocation. In a nutshell, keep your billing screen tidy by sorting items into their proper bills. Need help? Feel free to ask questions. Happy billing! 💰

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laura.asplin
Mews Employee
mauritsbots
Superstar Guru
mauritsbotsSuperstar Guru
asked in Product best practice
Service Promotion, multiple confirmations

Hi allIn one of my hotels we did a test with PARKING as bookable service, however we received complaints from guests about double confirmations.. if and when a guest is booking a secondary bookable service in the booking engine, the confirmation for both services is send separately. Obviously, the guest does not (need to) know that there is a bookable service behind it, but we now are discussing reverting back to using the PRODUCT.How do other hotels work with this service promotion connection between bookable services?

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marketa.oupicka
Mews Employee
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support Tip of the Week: Mastering Mews POS Payment ReportsTutorial

Hello, Mews Community! 😎We’ve noticed a lot of interest in understanding payment reports within Mews POS, so this week, we’re focusing on how you can use these reports to better manage your restaurant’s finances. Payment reports are essential for gaining insights into your financial operations and making data-driven decisions to enhance your business performance. Here’s an overview of the reports and how they can help you:1. Understanding the Payments Report in Mews POSThe Payments Report offers a detailed look at all the payments processed through Mews POS, including:Sales Data: Break down gross sales, refunds, and gratuities to see your overall revenue. Payment Methods: Analyze payments by different methods to understand customer preferences. User Activity: Track payments processed by individual users to monitor staff performance. Permissions: Ensure that only users with ‘Can view reports’ permissions can access this data by checking Settings > Roles.2. How to Download the Mean P

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elena.pudova
Mews Employee
Hendrik Renken
Hendrik RenkenHelper
posted in Product best practice
Who nailed the guest journey?

Hey guys, I'm very interested to see some guest journeys and different approaches to how you communicate with guests and handle processes without manual intervention.I would love to get in touch and exchange some experiences :) Talk soon, Hendrik

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Sarah.Masterton-Brown
Mews Employee
DanS.
DanS.Helper
asked in Product best practice
HiJiffy & guest communications

Does anyone use HJ for guest comms?

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olivia.dingreville
Mews Employee
marina.khromova
Mews Employee
marina.khromovaMews Employee
published in Product best practice
Support Tip of the Week: Handling Channel Manager Errors and Understanding the CHM QueueTutorial

Receiving error emails from your Channel Manager? Don’t panic! Here’s a quick guide to help you manage common Channel Manager (CHM) errors and effectively use the CHM queue.1. Understanding the CHM QueueBefore troubleshooting, it’s essential to familiarize yourself with the Channel Manager (CHM) queue, which displays the status of all updates sent from Mews to your Channel Manager.To access the CHM queue:Navigate to Main Menu > Queues > Channel Manager. Use filters to view specific items, such as inventory updates, incoming reservations, synchronized items, or the status of generated updates.By regularly checking this queue, you can identify whether an update is still pending, failed, or successfully processed.2. Common Error Messages and How to Resolve ThemWhenever there is an issue with the Channel Manager, Mews sends an email to notify you. Below are some common errors you might encounter, along with steps to resolve them:Unknown Rate Code: Check your Channel Manager integrati

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marina.khromova
Mews Employee
L
Le Hub by Privilodges ManagerApprentice
posted in Product best practice
pay in/by instalments

Following a study by a channel manager, more and more people are choosing to pay in three installments without additional fees to spread out their payments. It might be worth considering implementing this on Mews

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Sarah.Masterton-Brown
Mews Employee
Community-widget-Referral-Program

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