Mews has introduced two AI tools, Guest Messaging and Automations, designed to simplify hotel operations. The Dutch hospitality technology provider aims to minimize repetitive tasks, enabling staff to dedicate more time to enhancing guest experiences. By automating routine communications and operational workflows, Mews seeks to address the administrative burden faced by hotel teams, allowing them to focus on delivering exceptional service.
Guest Messaging unifies customer interactions from various channels into a single AI-powered inbox. It supports SMS, WhatsApp, Booking.com, Expedia, and Mews’ own client portal. Each conversation is linked to guest profiles and reservations, providing staff with a full view of every request. This centralized approach ensures that guests can seamlessly switch between communication channels while hotel teams maintain a full record of all interactions.
Centralized Communication for Hotels
This tool utilizes property-specific data to instantly respond to up to 80% of common inquiries, such as breakfast details, parking, pool hours, and late checkouts. It also integrates information from the property management system, like room status and billing data, to deliver contextually relevant responses without requiring guests to repeat known information. By leveraging AI, the system streamlines communication, reducing the need for manual intervention in routine queries.
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According to Mews, one in three guest messages currently remain unanswered, with an average response time of eight hours. Guest Messaging tackles these issues by efficiently managing the increasing volume of requests. The tool’s ability to handle multiple channels and provide instant responses significantly improves guest satisfaction and operational efficiency.
Matt Marrs, an operator at Llano Real Estate Group, emphasizes the tool’s capability to send bulk messages to guests arriving or departing on the same day. The AI, trained on property-specific responses, handles recurring queries, reducing the time staff spend on repetitive tasks. Marrs highlights how this feature enhances communication efficiency, allowing teams to focus on more complex guest needs.
No-Code Workflow Automation
Automations allows hotel managers and IT teams to create no-code workflows that initiate operational tasks or personalized guest interactions. While many hospitality automation tools focus on revenue generation through upselling or dynamic pricing, Mews prioritizes customer loyalty and recognition. By automating tasks that contribute to guest satisfaction, Mews aims to support long-term relationships with clients.
Properties can design scenarios based on specific events or guest characteristics, such as birthdays, repeat visits, loyalty program status, or VIP preferences. At certain Strawberry group properties, up to 60% of upgrades offered to Gold and Platinum loyalty members have been automated. This level of personalization not only enhances the guest experience but also reinforces loyalty by making guests feel valued and recognized.
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When integrated with Guest Messaging, Automations can send personalized welcome messages with room PIN codes upon guest check-in. The no-code system empowers hotel teams to independently create and manage workflows, ensuring consistent task execution regardless of the staff on duty. This flexibility allows hotels to adapt quickly to changing operational needs without relying on external technical support.
Maurits Bots, an IT specialist at WestCord, developed a fully automated room inspection workflow without involving engineering teams. During its beta phase, Mews Automations executed 47,000 workflows, demonstrating its scalability and effectiveness in handling complex tasks. Bots’ success shows the tool’s potential to transform hotel operations by enabling non-technical staff to implement sophisticated automation solutions.
Improving Front Desk Efficiency
Joel Ndreu, Mews’ Vice President of Product and Engineering, observes that front desk teams are not slow but overwhelmed. Constantly monitoring multiple inboxes conflicts with the hospitality goal of directly engaging with guests. Ndreu emphasizes that these tools are designed to alleviate the pressure on staff, allowing them to prioritize face-to-face interactions and deliver a more personalized guest experience.