Hospitality cloud platform Mews has unveiled Guest Messaging and Automation, two native tools designed to reduce operational friction, eliminate fragmented inbox management, and automate guest loyalty workflows.
The release directly targets hospitality labour bottlenecks, where hotel front-desk teams frequently lose valuable hosting time managing repetitive inquiries across disparate digital channels.
Unifying Inboxes and Automating Routine Guest Inquiries
Currently, one in three guest messages goes unanswered due to communication landing across six or seven disconnected platforms, resulting in average guest response wait times of eight hours. Mews Guest Messaging solves this by consolidating SMS, WhatsApp, Booking.com, Expedia, and the Mews Guest Portal into a single, unified thread tied directly to the guest’s profile and reservation history.
Underpinned by Mews AI, the system accesses real-time Property Management System (PMS) data including room status, billing, and special preferences to automatically answer up to 80% of routine guest questions instantly without requiring human intervention.
Mews Automation: Driving Loyalty and Operational Consistency
Operating alongside Guest Messaging, Mews Automation provides hoteliers with a no-code workflow engine to build personalised, trigger-based operational rules. Instead of relying on individual shift memories, the platform automatically executes guest loyalty actions, such as birthday acknowledgements, room upgrade assignments for elite loyalty members, and pre-arrival check-in instructions containing room access PINs.
During early testing across selected Strawberry properties, Mews Automation successfully executed up to 60% of room upgrades for Gold and Platinum loyalty members without staff intervention.
Executive Insights
“Your front desk team isn’t slow, they’re drowning. Checking multiple inboxes when they should be looking up from the screen isn’t what hospitality is about. Guest Messaging is about giving them that time back, and Automation means the things that make a guest feel remembered happen automatically, without anyone having to be the one who remembers.”
— Joel Ndreu, VP Product & Engineering, Mews
“Guest messaging has been a game changer for us. We can broadcast a message to everyone checking in or checking out on a given day… And because the AI is trained on our own answers, it automatically handles common questions like pool hours, so we’re not spending time typing out the same replies over and over.”
— Matt Marrs, Operator, Llano Real Estate Group
“I built a fully automated room check workflow without a single hour of engineering time. For a hotel our size, that’s the difference between a task that gets forgotten and one that simply gets done consistently, every week.”
— Maurits Bots, Hotel ICT Specialist, WestCord
Key Highlights & Performance Metrics
- 80% Routine AI Resolution: Mews AI resolves up to 80% of standard guest inquiries instantly using property PMS data.
- 47,000 Beta Automation: Over 47,000 automated workflows successfully executed during the initial beta phase.
- 60% Upgrade Automation: Strawberry properties automated up to 60% of loyalty upgrades for Gold and Platinum guests.
- Omnichannel Inbox Consolidation: Unifies SMS, WhatsApp, OTAs, and direct guest portals into a single conversation thread.