Mews Launches Guest Messaging and Automations for Hotels

Mews, the operating system for hospitality, has launched Guest Messaging and Automations, two new native features designed to address the issue of hotel staff spending too much time on repetitive tasks, leaving less time for guest engagement.

Guest Messaging consolidates all guest communications into a single, AI-powered inbox. Trained on a property's own data, the system can instantly answer up to 80% of routine questions, such as pool hours or late checkout requests. This frees up staff to focus on more complex requests and face-to-face interactions. The feature supports multiple communication channels, including SMS, WhatsApp, and guest portals, unifying conversations from different channels into one thread tied to the guest's profile and reservation.

Automations, on the other hand, focuses on creating personalized guest experiences automatically. The system allows for the creation of rules that trigger based on factors like returning guests, birthdays, or special requests. This enables the generation of loyalty-building moments without requiring manual recall by staff. In selected properties, automation has led to up to a 60% increase in room upgrades for Gold and Platinum members.

Together, these features aim to redefine roles within hotels. Front desk staff can spend less time triaging messages and more time engaging with guests. Hotel management and IT staff can save time by focusing on designing workflows and creating rules that ensure tasks are completed consistently. Mews is launching Guest Messaging with initial support for SMS, WhatsApp, Booking.com, and Expedia.

Mews is an operating system for the hospitality industry that unifies workflows across revenue management, operations, and the guest journey, enabling teams to automate the mundane and focus on memorable guest experiences. The Mews platform includes PMS, POS, RMS, Housekeeping, and Payments systems.