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Product best practice

Share your way of doing things and learn from others

  • 253 Topics
  • 711 Replies
253 Topics
Sanne
SanneSuperstar Helper
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

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mauritsbots
Superstar Guru
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

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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

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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

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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

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Ivo
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

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J
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

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ellen.hartelius
Mews Employee
Robin Gustavsson
Robin GustavssonMaster Helper
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

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Georg Gaag
Robin Gustavsson
Robin GustavssonMaster Helper
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

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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

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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

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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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Nina
NinaHelper
asked in Product best practice
Duetto X MEWS

Guten Morgen, gibt es hier in der Community jemanden der Duetto in Kombi mit MEWS erfolgreich verwendet? Gibt es Tools die mit MEWS nicht funktionieren? (oft stellt sich das ja erst nach Integration raus)Hauptsächlich geht es mir um die Automatisierung. Das Restriktionen setzten. Und um die Möglichkeit in Duetto Raten mit verschiedenen Abschlägen einzustellen über eine Restriktion (z.B. die Frühbucherrate). Kann MEWS das einwandfrei umsetzten? Über einen Austausch hierzu würde ich mich freuen.Vielen Dank und liebe GrüßeNina 

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Nina
ellen.hartelius
Mews Employee
ellen.harteliusMews Employee
published in Product best practice
Click around. See the magic.

Markets move fast. Blink and you’ve already missed a revenue opportunity.  To keep up (and even get ahead of market shifts), top-performing hotels are switching to smarter pricing tools like Atomize, a Mews company. We’ve built some interactive product tours so you can explore Atomize at your own pace. Click around, get a feel for the platform, and see what it could do for your hotel.  Take a tour – pick your path  Choose a quick self-guided tour based on what matters most to you: 📊 Data-driven insights:Explore how Atomize helps you spot trends and make smarter decisions, faster. 💰 Optimize revenue:See how dynamic pricing keeps your rates competitive and your revenue healthy. 🏆 Competitive advantage:Discover how Atomize tracks the competition, so you’re never left playing catch-up. ✨ Operational efficiency:Automate tasks to streamline operations and save valuable time. 🔮 Forecasting:Get a glimpse of how forward-looking data can sharpen your strategy. Curious about how Atomize could

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ellen.hartelius
Mews Employee
J
Guru
Jasmin H.Guru
asked in Product best practice
neue Segmentierung

Hallo zusammen,wir planen auf eine neue Segmentierung umzustellen und ich wollte fragen, ob schon jemand damit Erfahrungen gemacht hat.Folgender Punkt:die bestehenden Segmente kann ich nicht ausblenden, nur löschen - was passiert mit den Historybuchungen, wenn die angelegten Segmente gelöscht werden? Gibt es andere Faktoren, auf die zu achten wäre?Danke für eure Rückmeldung.lg, Jasmin

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adeline.baesler
Mews Employee
R
ryefliederApprentice
asked in Product best practice
Embedding a dynamic link in HTML: Styling Mews Mailings

Hi all, I am making a series of buttons to feature in our Check In Online Email. Will the highlighted row below work properly if I embed the placeholder {chatUrl} inside the HTML? It’s easier to customize the button that way. <div>    <div class="button-row">        <a href="{chatUrl}" class="booking-button"> Chat with us! </a>    </div></div>  Thanks!

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ettore.zotarelli
Mews Employee
J
Guru
Jasmin H.Guru
asked in Product best practice
Stornobedingungen

Hallo zusammen,weiß jemand, ob es Änderungen in der Zuweisung von Stornobedingungen geben soll?Ich verstehe nicht, warum man die Stornofristen nicht unabhängig von einer Rate hinterlegen kann.@Mews gibt es nicht die Möglichkeit die Restriktionen als zusätzliches Reservierungsfeld einzubauen?Als Messehotel ist es echt anstrengend mit über 20 Raten arbeiten zu müssen, aufgrund verschiedener Stornofristen.Vielleicht hat ja jemand einen Anwendertipp? Danke und viele Grüße

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K
R
ryefliederApprentice
asked in Product best practice
all things billing automations

Hi folks, We are new to MEWS and haven’t delved into Billing Automations yet. Can you offer some use cases? We are excited to use all its features! Savvy suggestions and feedback appreciated! Thank you!Rye

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Robin Gustavsson
jason.warnaar
Mews Employee
jason.warnaarMews Employee
posted in Product best practice
Email Template Customization: Are you getting the most out of them?

Hi Everyone! I see that a lot of the time the email customization is a bit simple. With the HTML allowing you to fully customize these templates, I would love to see what you have done with yours. How have you customized your templates? Do you have any screenshot examples to show? Is there anything that you would suggest as a best practise? What softwares did you use to make the templates (if any)?@BertSerry I know that Yalo Hotel is an incredible example of one. Would you possibly be able to share your confirmation email template?I’m looking forward to see what you’ve all done!

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A
Andrea BonettiApprentice
asked in Product best practice
Duetto Restrictions

Hi,I would like to know if someone of you is using Duetto as RMS and if you configure the <Restrictions> in duetto with the rate UUIDS of MEWS or how you do it. I look forward to your reply. Best regards, Andrea

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adeline.baesler
Mews Employee
CharlieDelamare
Mews Employee
CharlieDelamareMews Employee
published in Product best practice
TIP OF THE WEEK: Boost Your Efficiency with Custom Links in Mews!Tutorial

Hey everyone! 🙋🏽 I wanted to remind you all about a fantastic feature in Mews that can significantly enhance your productivity and streamline your operations: Custom Links. 🌟 If you haven’t explored this functionality yet, or forgot it exists, you’re missing out on some serious time-saving benefits! ⏰ Here are some key advantages of utilizing Custom Links in Mews: 1. Syncing Bookmarks:Syncing bookmarks between different PMS users, all working on different machines and making sure they all have access to a core set of platforms can be difficult, especially when someone is new or you get a new PC. Custom links allow you to have a consistent set of favorites, or bookmarks, inside the PMS, accessible to all users. 2. Quick Access to External Systems:With custom links, you can set up quick access to external systems right from your Mews dashboard. Whether you need to manage your channel connections, update your OTA listings, or access other essential tools, custom links make it incredibl

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K
ellen.hartelius
Mews Employee
ellen.harteliusMews Employee
published in Product best practice
Berlin hotel automates pricing and boosts performance with Atomize

For HOLI City Apart Hotel in Berlin, rate management was an all-too-familiar challenge: pricing was time-consuming, and manual adjustments couldn’t keep up with fast-moving demand. That all changed when they introduced Atomize, a Mews company and powerful Revenue Management System (RMS), into their tech stack. From manual to automated – with measurable results With Atomize in place, the team at HOLI shifted from reactive pricing to a proactive, automated strategy. Instead of manually tracking market changes and tweaking rates manually, Atomize now optimizes pricing automatically in real time. "Atomize helped us increase revenue because pricing updates happen instantly - crucial for a city hotel like ours."   - Stefan Langhein, Hotel Director, HOLI City Apart Hotel  The result?  A spectacular drop in manual workload for the team  Smarter, faster pricing decisions driven by live data  Better revenue performance thanks to demand-based rate updates  Built to work seamlessly with Mews Bec

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ellen.hartelius
Mews Employee
A
anapantsulaiaApprentice
posted in Product best practice
Restaurant POS

Can anyone share the feedback about Mews restaurant POS?

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A
StijnD
StijnDContributor
posted in Product best practice
Passkeys vs 2FA via e-mail

Hi thereLast week, the new passkeys feature was highlighted in the release notes.We are using the 2FA option for all teams who have access to their own personal mail address.A link is sent to the user via mail. It would be difficult for a hacker to have access to the mailbox of the user so quickly.Concerning the passkeys, we are wondering how waterproof the QR-code is?What are your thoughts on this?

403
j.spiess
Senior Guru
ellen.hartelius
Mews Employee
ellen.harteliusMews Employee
published in Product best practice
German hotel chain unlocks smarter, faster pricing with Atomize

For German hospitality chain JustStay, pricing used to come with a catch: their previous RMS (Revenue Management System) wasn’t fully integrated with their PMS, which meant delays and disconnects between pricing decisions and what actually appeared online. Now, with Atomize seamlessly connected to Mews, those frustrations are a thing of the past. “We’re excited to see Atomize take our revenue management into a whole new era.”   – Dr Christoph Hamann, Managing Director at JustStay.  Integrated systems, optimized outcomes Before Atomize, JustStay struggled with slow, clunky processes and missed revenue opportunities. But Atomize’s deep integration with Mews changed everything. Price updates flow directly from Atomize to the PMS and onto OTAs – no delays, no manual fixes, just smooth, automated revenue optimization. The JustStay team now benefit from: ✅ Seamless, real-time pricing updates across all distribution channels ✅ Less time spent on manual corrections or pricing admin ✅ A smarter

150
ellen.hartelius
Mews Employee
Community-widget-Referral-Program

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