The platform centralizes communication from SMS, WhatsApp, Booking.com, and Expedia into a single thread linked to a guest’s reservation. By utilizing AI trained on specific property data, the system answers routine questions—such as pool hours or parking details—instantly without requiring human intervention. According to company data, this handles 80% of standard guest queries, freeing staff to manage complex requests or engage in face-to-face service.
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Mews Debuts AI-Driven Messaging to Reduce Front Desk Burnout
One in three guest messages in hotels currently go unanswered, often trapped across disjointed communication channels that force staff to spend their shifts triaging inboxes. Mews is attempting to solve this with a new integrated messaging system and automation engine designed to handle routine inquiries and loyalty tasks automatically.
Beyond messaging, the new automation engine allows managers to build no-code workflows that trigger loyalty-based actions. At Strawberry properties, this technology successfully automated up to 60% of upgrades for high-tier guests. Maurits Bots, a hotel ICT specialist at WestCord, noted that he implemented an automated room-check workflow without needing any engineering hours, ensuring consistent execution that previously relied on manual memory. Joel Ndreu, VP of Product and Engineering at Mews, emphasized that the goal is to stop staff from drowning in screens and allow them to return to the human-centric nature of hospitality.
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