Mews Launches AI-Driven Messaging and Workflow Automation for Hotels

The new Guest Messaging tool aggregates communications from SMS, WhatsApp, Booking.com, Expedia, and the Mews Guest Portal into a unified thread linked to a guest’s profile. By leveraging AI trained on a property's specific data, the system claims to resolve 80% of routine inquiries—such as parking or breakfast hours—without human intervention. This shift is intended to reduce the administrative burden on front desk staff, allowing them to focus on complex requests and face-to-face interactions.

Complementing the messaging suite, the new Automations feature utilizes a no-code engine to handle operational workflows. Hotels can pre-set triggers for loyalty moments, such as room upgrades for VIP guests or automated welcome messages containing door access codes. During the platform’s beta phase, 47,000 automations were processed, with some Strawberry properties automating up to 60% of upgrades for high-tier members. For hoteliers like Maurits Bots of WestCord, the system provides a way to ensure tasks like room checks are completed consistently without requiring manual oversight or engineering resources.