Mews Reviews 

Mews is intuitive and easy to use, and the transition from our previous system was smooth thanks to the excellent onboarding and integration support.

A special thank you to Soukie, our Customer Onboarding Manager, whose knowledge, professionalism, and dedication made the entire process a positive experience. We truly appreciated her guidance and support throughout.

After multiple attempts to contact the sales team, still nothing apart from a random email I just found in my spam folder.
Ridiculous how hard it could be to even speak to a sales person.
Total waste of time.

Staff. Alessio Ferrari was wonderful and made me feel supported throughout the whole process.

After many years of using Mews, we wish we could switch. We pay a lot for the PMS and all the integrations. Service? Account manager? Reachable? No, instead they have no one in DACH available to call or email. AI is a big deal, but it doesn't help us when we need to discuss a support case. You can pay extra for that, too. Or if you want to talk to an expert about new implementations, good luck. The community? Users report very slow response times from Mews. If you send a request, you might not get an answer because AI marks your request as spam. It shouldn’t know it’s spam in the first place. A question is just a question from a paying hotelier. It’s disappointing to see this happen. It feels unprofessional. Mews seems overhyped, and their support is very disappointing. One last thing: we are not speaking only for ourselves; we represent many hoteliers. Thanks.

Pros:
​Exceptional Onboarding: Our dedicated onboarding manager was phenomenal. He genuinely took our success to heart and consistently went out of his way to make sure we were set up for success and satisfied with the platform.
​Going Above and Beyond: When issues arose outside his technical scope, both during the post-sales transition and after the initial 30-day onboarding window, our onboarding contact stepped in to help us when other departments fell short.

​Cons:
​Pushy Sales Process: The sales experience was disappointing. There was heavy pressure prior to closing, followed by a total disappearance once the contract was signed. Several key details and items were not properly explained during sales.
​Lacking Post-Onboarding Support: Once the initial 30-day onboarding period ended, standard ongoing support hasn't proven to be up to snuff. We’ve had to rely on individual goodwill rather than a seamless support system.

​Overall Experience:
Mews is a solid product, but your experience will heavily depend on who you get in your corner. While the sales push was aggressive and standard customer support leaves a lot to be desired, the stellar onboarding team completely saved the transition for us.

I have been working with Mews for more than three years, first as General Manager at The Social Hub and now as Hotel Manager at De Plesman in The Hague. Having used the platform in two very different hospitality concepts, I have had the opportunity to see how it performs in both high-volume and luxury environments.

What I appreciate most about Mews is that it was built for modern hospitality operations. The interface is intuitive, onboarding new team members is relatively straightforward, and the cloud-based setup gives teams access to critical information wherever they are. Over the years, the platform has continuously evolved and introduced meaningful innovations that help hotels become more efficient and guest-focused.

The automation capabilities have significantly reduced manual administrative work across reservations, guest profiles, payments and reporting. This allows our teams to spend more time interacting with guests and less time managing repetitive operational tasks. The open marketplace ecosystem is another major advantage. We have successfully connected multiple systems to create a more integrated operational environment.

At De Plesman we also work extensively with Flexkeeping for housekeeping, maintenance and internal communication. The integration between both systems already delivers value, but I believe there is an exciting opportunity to take this much further. As AI becomes increasingly important within hospitality operations, I would love to see deeper integration between Mews and Flexkeeping, enabling automated task creation, predictive maintenance workflows, intelligent operational alerts and enhanced cross-department coordination.

No system is perfect, and there is still room for improvement in certain areas such as advanced reporting flexibility and some highly specialised operational workflows. However, what distinguishes Mews from many competitors is the pace of innovation and the willingness to continuously improve the product.

After more than three years as a user, I still see Mews as one of the most forward-thinking PMS solutions available. For hotels looking to modernise their technology stack, improve efficiency and prepare for the future of hospitality operations, Mews is a platform I would confidently recommend.

We introduced Mews as our new PMS for Apartments by Simmerlwirt, our self-service apartment project in Wörgl, Tirol, and have now been running on it for about half a year. Since we don't have a front desk and everything relies on digital check-in via Apple/Google Wallet, we needed the PMS and the digital key to work together properly from day one. Mews delivered on that.

Onboarding was straightforward. The Mews University content let us learn at our own pace, and we had a dedicated onboarding manager for calls whenever we got stuck, which made the switch a lot less stressful than we expected.

Half a year in, the main advantage for us is having everything in one place payments, the wallet key, and our distribution channels all connect without us having to juggle separate systems. For a digitally-run operation like ours, that's made a real difference in day-to-day workload.

The one thing we're still missing is a direct way to distribute our room prices to Google Hotel Search. It would be great to see this added in the future.

We have been working with the team at Mews for over six years now. Initially in discussions about how the software needed to include various features for our use before being suitable for the style of property we operate. The efforts made, the collaboration, the can do attitude and the final outcomes were amazing which resulted in the adoption installation and since then ongoing development. What has happened over the years has become a partnership that has resulted in our team being able to increase our efficiency improve revenue generation and provide better guest experiences. The team at Mews are about collaboration and they have succeeded beyond our expectations.

System billing is terrible, customer service is non existent, 3-4 days to get a response. Pricing tool isn't automated so requires continuous management.

Avoid!

where can I begin?
Tons of promises, little support.
l

The UI is barely useable, it lumps everything together with no way to clearly see how to separate guest bookings.
There is no way to cap products so items can be oversold I.e. cots in rooms, early check ins.
Takes too many steps to do simple tasks like naming a group booking.
It’s probably very good for back of house, but for a front of house system it is woefully lacking.
Without a doubt the worst system I have ever had the misfortune of using

We've been using Mews across several hotels & hostels, and it's been a great experience. The system is intuitive, reliable, and integrates well with the tools we use every day. There are always things that can be improved, but the platform keeps evolving, and new features are added regularly. Overall, we're very happy with Mews and would definitely recommend it.

I was hoping to be able to use Business Intelligence in the new version, but I was wrong! There are tons of reports and the ability to build new ones, but unfortunately the report data is often incorrect. The calculation functions have no logic and don't reflect the PMS reports in any way. It's unclear where they get the data from. Support has admitted there are some issues, but we're a long way from having a reliable product. I don't understand why it was released with all these issues still to be resolved.

Ask me two years ago, and I would have rated 5-stars. Ask me today and I would rate 1 star. So I'll split the difference.

Reaching support is a pain, and is often unhelpful completely.

They upgraded our credit card processing and sent a new terminal. "plug and play" was the promise. lol. It has been anything but, and they don't even know how to help us. Meanwhile, 5 days later and guests still cannot swipe their card. We must manually enter the card information for processing. This is also a problem for the digital payment wallets people have on their phone.

We have spoken with 3 support people, and now they promise a fourth person will call us back "soon". All I can do is hope, and in the meantime investigate other payment processors and possibly even PMS providers.

Other issues mentioned by other reviews are also a problem. If we are taking a reservation on the phone, entering the guests payment information involves jumping out of the new reservation, jumping over to the guest page, clicking on 'Payments', then clicking on 'Payment Methods', then clicking on 'Add Payment Method', then entering the method, then closing all of that out to get back to the reservation. What a pain!

Likewise, getting a guests phone number from a reservation is a multi-step process.

I think they could have designed the UX with more user-friendliness involved (or at least thought like a front-desk/reservations agent)

We migrated our boutique Michigan property to Mews ahead of the summer rush. The API ecosystem connected our revenue management and housekeeping tools without friction, the interface is genuinely intuitive, and Mews University modules cut our staff training time significantly before peak season. That side of the platform delivered. Two things didn't. The digital check-in process for group bookings sends individual emails to each guest in a party rather than routing everything through the primary guest. The confusion that creates before arrival follows guests into the lobby and slows check-in down. Support during critical operational moments a busy Friday changeover, for instance routes through an automated system that doesn't handle hotel operations nuance well. Reaching an experienced human agent appears to require a premium support tier. Powerful system. Support and group check-in need work before I'd give it five stars.

SAVE YOURSELF. Do NOT use this product.

I have worked with many systems in my 10 years of front desk around the world. There was only one system worse than this, and that's because it was made in the 80's. Mews is an absolute headache. I have actually yelled at the computer out of frustrataion several times. Here's why:

1. Extending reservations. In every other system, an extension is as easy as looking at the monthly timeline, clicking the reservation you want to extend, and dragging it over. You CAN NOT do this in Mews. No, you have to click 6 different buttons, go to 3 separate pages, and then go back to the timeline to make sure it got done. Not to mention that the rate then changes automatically, but you CAN NOT see what the rate will be, so I can't even tell the customer what the price difference will be until I actually MAKE THE MOVE. Oh, and don;t forget that you can't even drag existing reservations to other dates. You either have to do the entire process just described, or delete the current reservation and make an entirely new one (which is insane to say, but that's actually EASIER than extension).

2. Refunding is a nightmare. In every other system, refunding is as easy as writing a negative number in the charge box. Easy. Not so in Mews. To refund someone, it takes at least 10 different clicks, multiple pages that cannot be opened at once, a lot of back and forth to make sure its balanced, and then even when you think it's done, you have to do an additional "close bill" step AND merge credit and debit. The payments and billing pages are separated for some reason, meaning that to understand any guests pay/bill situation, you must waste time going back and forth between these pages. Horrible.

3. The guest profile and guest reservation are two separate pages. Why?! Not even separate tabs, no, separate pages. You'd think that by clicking on their reservation, you'd be able to find info like their phone number, or email. Not so in Mews. You have to click at least 3 times to find that info. A huge waste of time at best.

4. Emailing invoices is so easy in other systems. You click the customers name, bill, and email/print. Not so in mews. No, you have to first click the customers name, then manage, then billing, then closed bills, then the exact bill, then print. Opening up 3 separate pages to complete a basic task.

5. Most systems have an easy, user friendly list system to find profiles and reservations. Not so in Mews! Everything here takes up MASSIVE space. Unnecessarily gunking up the screen. You cannot customize this at all. It seems to me that the creators were trying to make something look good, but function terribly. It LOOKS fancy, but takes up so much space for.... what reason? We get 30-50 new check ins a day. But on the reservation page, we can only see 3-6 at a time. Why?! They also decided to remain certain terms arbitrarily. (For example, they say "Properties" instead of "Profile.")

6. They use AI. If you want to know which companies don't give a rats ass about their product, all you need to see is whether or not they use AI instead of real people. And this AI isn't even good! I ask it basic questions (because the system is so not intuitive), and the AI just starts spouting some more overly complicated crap. It also gives a 10 step program to get even the most basic front desk duties completed. Not helpful at all.

7. When printing Reg cards, it will print extra copies for no reason. There is no way to turn this off.

8. Sometimes, they won't print reg cards at all for groups. Say, for example, I made 8 room reservations under the same name. Well apparently that's not good enough, I need to open each individual reservation, and write the persons name again. Why? Who the hell knows. The system doesn't tell you which ones need these additional names either, no you have to go in one by one. I really think they used AI to make this system, that's how bad it is in every single conceivable way.

9. Mews does not let you change room types. A guest wanted to change their room type, it was fine with us to move them at no additional cost. However, there is no way to do this unless they literally cancel their reservation and make a new one. Again I ask.... WHY?!

TL/DR:

Here's what I'm saying: Mews makes everything 6x more tedious than any other system. Even that PMS system from the 80's I had many years ago didn't do that. Seriously basic tasks take a lot of extra brain power here when they COULD be easy. Why does Mews do this? Your guess is as good as mine. Do not pay for this shit product. It really is awful, and my team and I are extremely frustrated; even feeling hopeless, with it. It is NOT user friendly, it is NOT intuitive at all, and it WILL make your job 6x more difficult for absolutely no reason at all.

Save yourself; do NOT use mews.

this pms it's absolutely the worst pms i ever try, we're leaving a nightmare, the support doesn't exist, and everything it's too difficult to set and undertsand, do not buy it!!

Worst check in process as a customer. Has you select 4 separate emails for separate people instead of simply allowing everyone to submit their documents through one portal.

Overall, Mews has been a very positive experience. It supports efficient operations while enabling a more seamless guest journey. The system feels built for the future of hospitality, not the past, and continues to evolve based on real user feedback. It is especially well suited for boutique, lifestyle, and luxury properties that value flexibility and innovation.

We started working with Mews more than 6 years ago, when we opened our hotel, being their first costumer in Costa Rica!
In these 6 years Mews has grown & developed so much! They always stay on top of the latest features and innovations. There are so many tools you can integrate into it, allowing us to manage our business in an effective and healthy way.
All the interfaces are easy, intuitive and highly esthetic.
Our costumer experience manager in a rock star, and we strongly feel that using Mews is more like a partnership than - costumer - provider relations.
We are grateful to be growing side by side with Mews and sure any hotelier will benefit a lot from using Mews.