Mews, the operating system for hospitality, has launched Guest Messaging and Automations, two native features that aim to improve guest communications.
According to the company, one in three guest messages goes unanswered because they land across six or seven inboxes that are difficult to monitor, and guests wait eight hours on average if they do get a response. Guest Messaging brings every channel into one thread, tied to the guest's profile and reservation. A guest can text from the airport, switch to WhatsApp on arrival, then message through the guest portal, and staff see one conversation instead of three.
Mews AI, trained on the property's own data, answers 80 percent of routine questions instantly, and since the platform sees the whole guest profile (including room status, billing and special requests), it does not need to ask for details the PMS already holds.
Automations, meanwhile, help create loyalty moments for returning guests or people visiting for special occasions. A rule is set once, in a no-code workflow engine, and Mews runs it every shift with no memory required. At selected Strawberry properties, up to 60 percent of upgrades for Gold & Platinum guests were automated. Paired with Guest Messaging, an arriving guest automatically receives a personalized welcome message with their door access PIN the moment they check in.
The two platforms work together to keep guests working with guests rather than triaging inboxes. Mews Automations will continue to expand so that hoteliers can design operational workflows to suit their business.
“Guest messaging has been a game changer for us,” Matt Marrs, operator at Llano Real Estate Group, said in a statement. “We can broadcast a message to everyone checking in or checking out on a given day—like letting guests know the pool's closed for maintenance—instead of reaching out one by one. 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.”
"I built a fully automated room check workflow without a single hour of engineering time,” said Maurits Bots, hotel ICT Specialist at WestCord. “For a hotel our size, that's the difference between a task that gets forgotten and one that simply gets done—consistently, every week."
"Your front desk team isn’t slow, they’re drowning," said Joel Ndreu, VP product & engineering at Mews. "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 Automations means the things that make a guest feel remembered happen automatically, without anyone having to be the one who remembers. No missed birthday, no upgrade forgotten, no opportunity lost because the right person wasn’t on shift."
Guest Messaging launches with support for SMS, WhatsApp, Booking.com, Expedia and the Mews Guest Portal. The automations behind it are already working: during the Beta alone, 47,000 automations ran across Mews.