Welcome to the Mews user guide, a comprehensive overview of features and functionality in Mews applications! Scroll through the index or use the search function to find the information you need.

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About Commander

 

Mews Commander is a cloud-based property management system (PMS). To find out more about the system and how it compares to traditional property management systems, check out the following articles:

Before you start working with Mews Commander, it is recommended that you keep your personal profile up to date. If you don't do this before you start, you might find that the language or culture settings could prevent you from optimally using the system.

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About reports

 

Unlike the more traditional PMS solutions, we built our reports in a flexible way. Each report comes with a set of filters that allow you to manipulate the data and see it in different formats. This flexibility allowed us to work with only a small set of reports that give all insights into the business that an operator needs.

All reports fully export to Excel, and all exports are built in a macro-friendly way, allowing creative hoteliers to build their own reports easily.

Via the Report Scheduler its possible to have reports delivered daily/weekly/monthly and dropped into your mailbox or on an FTP server.

If you run reports with huge amounts of data, we recommend to export the report, rather than running it on screen, as we can run significantly larger reports when they are being exported, and run in a separate queue.

Date and time selection

Almost every report in Mews has a date selection and/or time selection.

  • Dates only: when there is a date selection only and you select the end date (for example 30th April) this will include the full end date as selected
  • Dates and times: when there is both a date and a time selection on the report, be careful as often users forget to include the last day. For example if you try to run a report for April, you need to select
    • Start date: 01 April at 00:00:00
    • End date: 1 May at 00:00:00 (not the 30th April 00:00:00 as this will not include the last day)

Practical uses

We have divided the Mews reports into 3 main sections:

  • Reservation-centered: reports that center around reservations, an displaying reservation data in different mutations to users. This includes reports such as the Reservations Overview, Reservations Report, Room Status, Occupancy Report
  • Customer-centered: reports that center around customer profiles, and the data mined from those profiles, such as the Customer Profiles Report, Customer Statistics, and Guest In House
  • Finance-centered: reports that center around accounting and finance, that display data based on the values of bookings and products.

Print

All reports can be printed by clicking the Print icon. To print, you must have a local printer integrated into Mews. For more information on how to do this, see our Connector integration article. If you do not have a printer connected, clicking Print will generate a PDF of the report which you can print separately.

If your printer has not received the print command from Mews after one hour, the status of that printing job will automatically turn to Canceled. If connection is lost for any reason, this setting will prevent a build up of printing jobs when the connection is restored.

Export to Excel

All reports can also be exported into a macro-friendly excel file. To do this, set the filters on your report, click Ok, and click Export.

Custom exports

Unfortunately Mews is not a customized product, and most properties work with the provided reports to import the data into their accounting report. If your accounting program does not allow our import and you need a custom report, Mews can quote a price for the development of such a custom export (we do not currently do full 2-way connections for accounting). Go to the Mews Help Center and contact support to get started. Please provide samples, a detailed guide of how the export should work, and answers to the following questions:

  • Consumed or billed?
  • Detailed or grouped?
  • What does each column mean in the export?
  • What format should the export be?

We kindly ask that all materials provided be in English.

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Cloud-based solution

 

The Mews Commander is a Cloud-first solution, meaning that all the logic is built in the most optimal way for the Cloud. You can open Mews on any web-browser enabled device. We have hotels operating entirely on mobile devices, giving freedom to employees, who traditionally were dependent on printed reports and traditional reception desks.

One major benefit of the Cloud, is that you can access the solution at any time from any location. This means that employees can access is also when they are not physically at the property, so it is important that hotels have a strict security policy in place ensuring they give employees the correct level of access.

Connection to Mews has multiple parameters aside from speed, which means that there is no minimum requirement for optimal connection speed for our properties. If the property has a stable internet connection, the system should be working as usual. Even if connection is slow, the system will always work, but in the worst case, it will take more time to load. If you're ever in doubt, you can check the Mews service status, which we will always update in case of any known connection problems.

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Customer-centric

 

We believe that guests should be at the heart of travel, and we wanted to design a Property Management System (PMS) to support this same thinking. For this reason we put the guest at the heart of Mews. All bookings, orders, and bills are directly linked to the guest's profile.

In traditional PMS systems, bills are always linked to the rooms, in which guests are booked. So if you need to open a bill for a guest who is not staying in the hotel, you would have to open a thing called "paymaster" which is a dummy-room to which you can link the charged. Mews however has linked all billing to Guest Profiles.

As long as there is a Guest Profile in the system, you are able to post charges against it, irrespective of whether or not there is a booking attached.Should you post charges to a profile that does not have any booking linked to that profile, the Guest Profile will appear as "to be resolved" in the Guest Ledger, which can help you identify potential problematic accounts.

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Editable history window

 

In traditional property management systems, properties use the night audit function to close and balance each day’s activities. This allows users to make postings, adjustments, and corrections before closing them in the night or early hours of the next morning.

In Mews, the system records all postings exactly at the time that they occur, so conducting a night audit is not necessary. Instead, you can use the editable history window (EHW) to set the length of time that employees are able to make modifications.

How it works

There are two types of editable history window: the Accounting EHW and the Operational EHW.

Within the Accounting EHW, you can modify accounting item properties, including:

  • Price
  • State (inactive, active, canceled)

Within the Operational EHW, you can modify:

  • Room blocks
  • Reservations
  • Service orders

Recommendations

The length of time that you should select for your Accounting EHW depends on the time that you export accounting reports. It is highly recommended that your window match the time difference between check-in and when accounting reports are exported, minus one hour. For example, if check-in is at 15:00 and accounting reports are exported at 05:00 the next morning, your EHW should be set to 13 hours (the time difference between 15:00 and 04:00).

Your Operational EHW directly affects when no-shows are resolved by the system, so this window should not be shorter than the length of time that you wish no-shows to be automatically canceled.

Set up your editable history windows

Accounting EHW

  1. Go to Main menu > Settings > Property.
  2. Click Accounting configuration.
  3. In the Accounting editable history window field, enter the amount of time you would like users to be able to modify accounting items. See the above section for more details on choosing your editable history window.
  4. Click Save.

Operational EHW

  1. Go to Main menu > Settings > Property.
  2. Under General settings, find the Operational editable history window field.
  3. Enter the length of time that you would like to allow users to be able to modify reservations, room blocks, and service orders. See the above section for more details on choosing your editable history window.
  4. Click Save.

Mews clues

To understand how the Accounting EHW and Operational EHW work together, take a look at the following example.

Your Accounting EHW is set to 1 day and your Operational EHW is set to 7 days. If you try to cancel a night that starts:

  • Today - The night will disappear because it is within both windows.
  • Two days ago - The night will not disappear; it will be rebated and marked as “canceled.”
  • Nine days ago - You will not be able to cancel the night because it is outside of the Operational EHW.
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Keyboard shortcuts

 

You can quickly navigate to some of the most widely used pages in Commander with keyboard shortcuts:

  • Alt + T - Go to the Timeline.
  • Alt + N - Go to the New Reservation screen.
  • Alt + H - Go to the Dashboard.
  • Alt + S - Go to the Space Status Report.
  • Alt + O - Go to the Reservation Overview.
  • Alt + 1 through Alt + 9 - Open a custom link. Please note that these shortcuts will only open the first nine custom links that are listed in the main menu. For example, selecting Alt + 1 will open the first custom link, Alt + 2 will open the second, and so on.

Mews clues

On Mac keyboards, use Option instead of Alt.

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Personal data

 

Another major benefit of being a Cloud solution is that guests can access their personal data and modify it themselves. This ensures much better profile completion and marketing data for the hotel.

Allowing customers to complete their own profiles generally produces an instant improvement in data, as there are no mistakes made in the input of information. This data is received in real time, and is particularly useful for properties using a channel manager.

With customers as our focus, it allows us to create a number of unique and helpful customer reports, which allow you to analyze customer data in depth and get a better understanding of patterns, which then allows you to set your sales and operations strategy.

Despite the fact that legal requirements for guest registration have decreased over time, we still try to improve the amount of data we collect for more complete reporting. The online check-in is a great tool to collect accurate and comprehensive guest profiles, and our data indicates that 40% of guests who get invited complete the online check-in.

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Translations

 

You can use the Mews translation tool to translate any Mews product.

  1. Go to: https://develop.mews.li/Commander/translate/Index.
  2. Locate Section D, choose the language you wish to translate to, and click Submit.
  3. Thoroughly read through the instructions on the next page, and click I agree, let me translate the file.
  4. Select which products you wish to translate. To create a translation for multiple products, press and hold the ctrl button on your keyboard as you make your selections.
  5. Select the Untranslated only checkbox to view only items that have not yet been translated in the system.
  6. In the Value in your language column, fill in each box with the translation corresponding to the English meaning.
  7. When you are finished, click the Download button and send the file to the Mews support team.
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Trial balance

 

Commander does not have a Trial Balance Report. To calculate your trial balance for a specific date, follow the steps below.

Step 1: Copy data from the Accounting Ledger

  1. Go to Main menu > Finance > Accounting ledger.
  2. Select the following filter options:
    • Mode - Select Detailed.
    • Type - Select General.
    • Date - Select a specific date (e.g. July 28) at 12:00 AM.
    • Group by - Select Customer.
    • Tax - Select Included.
    • Options - Select Highlight open payments.
  3. Click OK, and then View report.
  4. Copy the total balance at the bottom of the General ledger column and save for use in Step 3.

Step 2: Copy data from the Accounting Report

  1. Go to Main menu > Finance > Accounting report.
  2. Select the following filter options; if a filter option is not listed, make no selection:
    • Type - Select Consumed.
    • Mode - Select Grouped.
    • Start - Select the same date chosen in Step 1 (i.e. July 28) at 12:00 AM.
    • End - Select the next day (e.g. July 29) at 12:00 AM.
    • Group by - Select Accounting category.
    • Assignee - Select Company and Customer.
  3. Click OK, and then View report.
  4. Copy the total amounts in the Revenue and Payments sections and save for use in Step 3.

Step 3: Calculate the trial balance

Plug the data copied from the Accounting Ledger and Accounting Report into this formula:

General ledger total + Revenue total - Payments total = Trial balance

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Customer communication

 

Throughout Commander, there are several situations in which communication with customers may be necessary. This communication is usually via e-mail, which can be sent via Commander either automatically or manually.

This article includes a detailed description of each e-mail type, automatic vs. manual sending options, and locations within Commander where they are sent from. When referring to any locations in Mews, click on the links to view articles pertaining to those particular pages.

Profile creation

More information coming soon! In the mean time, check out our article about adding a new customer.

Profile import creation

As reservations in the past, often from other systems, are uploaded into Mews, user profiles are created based on the e-mail addresses and customer details that are provided in the Import file. As these customer profiles are created, users will receive an automatically generated e-mail to inform them that their information was used to create a customer profile that is safely stored in Mews and available in case they would like to request deletion or update any information.

Password reset

Article in progress! You can find more information about passwords in our user profile and employee profile articles.

Magic link

Article in progress. More information coming soon!

Deletion request

Article in progress. More information coming soon!

Quotation

If an optional booking is created manually in Mews Commander, the creator can choose whether they would like to send a quotation e-mail on the last step of the New Reservation screen under the Quotation field by selecting Send, Do not send, or Send to custom e-mail.

This includes a link where customers can confirm their optional reservations.

Release reminder

If an optional booking is close to its release date, you can manually trigger an e-mail that will prompt them to confirm their booking before that date.

Cancellation confirmation

Cancellation e-mails are optional. As the booking is being canceled in Mews Commander, the user can tick the box labeled Send e-mail, which is found in the State tab of the Reservation module. If this box is selected, the cancellation confirmation e-mail is sent to the guest at the moment that you click the Cancel button.

In the Mailing tab of the Reservation module, you can resend cancellation e-mails only if the booking has already been canceled. From this location, you can also resend to a custom e-mail address if necessary.

You can edit and customize a mail template for cancellation e-mails, including any information that your property would like customers to know.

Reservation confirmation

This e-mail is sent to customers automatically when they have successfully booked a reservation via Mews Distributor. If a booking is created manually in Mews Commander, the creator can choose whether they would like to send a confirmation on the last step of the New Reservation screen under the Quotation field by selecting Send, Do not send, or Send to custom e-mail.

In the Mailing tab of the Reservation module, you can resend confirmation e-mails only if the booking has already been confirmed, is currently checked-in, or already checked out. From this location, you can also resend to a custom e-mail address if necessary.

You can create a mail template for confirmation e-mails, including a button for online check-in that you can modify and customize using placeholders.

Before start

Article in progress! More information coming soon.

Invitation to online check-in

If you would like the customer to fill in their credit card details, this e-mail will confirm booking details and will include a link where they can check in online. This is automatically sent two days prior to arrival and is sent only if the customer has not already completed the online check-in.

Bill or invoice

Article in progress! Please see our article on bills and invoices for more information in the mean time.

After start

Resend a welcome message to your guests after they have arrived and completed check-in

After end

Article in progress! You can find more information about e-mails in our mail templates article.

Charge confirmation

More information coming soon! While in progress, you can check out our article about card payments.

Charge fail

More coming soon! While we're working on it, you can check out our article about card payments.

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Dashboard overview

 

The Mews dashboard gives instant insight into your property's operations. This article lists the data you can see from the dashboard, and explains how to interpret that data at a glance.

Header

The Dashboard header is the bar that runs across the top of every screen in Commander. On the header, you will find several navigation resources:

  • Main menu - Open the main menu to navigate to anywhere in Commander.
  • Home button - Click the Mews home button to be redirected to the Dashboard.
  • Search function - Find a booking or profile by entering specific keywords.
  • Timeline icon - Click the icon to go to the Timeline--a graphical display of all bookings in a selected time period.
  • New reservation - Click to create a new reservation.
  • Reservation overview - Click to go to the Reservation Overview report.
  • Notifications - Click to view all system alerts.
  • Messages - Click to view all messages sent from staff or guests.
  • Contact support - Click to open a chat box and communicate with a live support agent.
  • User profile - Click to view and/or edit your profile information, or sign out of Commander.

Action colors

Mews Action Colors are used throughout the system as an indication of necessary action. Read below to find out more information about our action colors and how they are used to highlight actionable items. We believe that a PMS should not be distracting to the user, which is why all colors used in Mews follow a similar pattern:

  • Orange - urgent action is required
  • Green - non-urgent action is required
  • Blue - action will be required at some point today, but not urgently
  • Black & Grey - action is completed, no further action needed today
  • Yellow - long term action required (ie. space is out of order, requiring significant repairs)

Dashboard

At the heart of this you see a number of circles, which we affectionately like to call "Donuts". These donuts include summaries of your day, including items that require action as well as other important data. In this section we will cover each donut and the details that they represent.

Below, you can find a description of the seven donuts visible from the Mews Dashboard.

Tasks donut

The tasks donut shows whether there are tasks to be completed today, and whether there are any overdue tasks.

  • Pending Tasks: highlighted in blue, you will see how many tasks require to get actioned today.
  • Missed Tasks: highlighted in orange, these are tasks that passed their deadline and the orange color now highlights that the task has become urgent.

Clicking on the donut will take you to the overview of tasks where you can manage and complete tasks.

Reservations section

The Reservation section of the dashboard is focused on reception, including arrival and departure information for that specific day. Here, you have direct links to the Reservation Report and the Reservation Overview.

Departures donut

Click on the Departures donut to navigate directly to the Checkout Report. This donut represents the following details:

  • Remaining departures: in blue you will see how many departures will need to be actioned today.
  • Completed departures: once departures have been checked-out, they will appear in black
  • Missed departures: should reception have forgotten to check-out a customer yesterday or earlier, the reservation will appear as a "missed departure" in orange, this color generally highlights that urgent action is required.

Arrivals donut

Clicking on the Arrivals donut will take you to the Reservation Overview, which gives more details on all the arrivals for that day, and allowing you to take specific actions.

What do the different labels on the dashboard represent:

  • Completed arrivals: if arrivals have been checked-in, then they will appear in this donut in black, as there are no further actions required.
  • Online check-in: if some of your guests checked-in online, they will be highlighted in the green color, telling you that you can prepare the registration card and charge the customer card, to ensure a speedy arrival.
  • Remaining Arrivals: any other remaining arrivals will show in blue, highlighting that there will be some action required today, but non-urgent.

Orders donut

The orders donut is used to highlight if there are any product orders that need to be processed, or whether any optional reservations have expired and need attention from the hotel team.

  • Orders to process: should you receive an order via the Mews Navigator concierge application (for example a room service order) it will appear on the dashboard as a blue item, that needs action.
  • Optional reservations missed: all optional bookings have a "release date" after which the option expires and its important for the hotel to contact the customer to see if they would like to confirm or release their option. We will show these expired options in orange, highlighting that urgent follow up is needed.

Spaces donut

Space status, also known as housekeeping status, is the current state of any given space that is available for booking at your property. The Space Status donut is the performance snapshot of your housekeeping department, allowing you to instantly see the current number of spaces in each of the following categories.

Click on this donut to be taken directly to the Space Status Report, where you can find more detailed information about the status of these spaces. From there, you can assign employees to any space for cleaning, inspection, or maintenance.

Below, you will find a detailed description of all the different space statuses that you will find in Mews:

  • Dirty - Dirty spaces are displayed in blue, meaning they will require action at some point during the day, but that action is not critically urgent. This signifies to housekeeping that the space requires cleaning. Please note that a customer cannot be checked into a space marked as Dirty.
  • Clean - Clean spaces will be displayed in green, indicating that the space is ready for the next action, but that action is not critically urgent. Once the housekeeper has cleaned the space, they can change the space status to Clean, which indicates that the space is ready to be inspected by a supervisor prior to the next guest's arrival. Please note that a customer cannot be checked into a space marked as Clean.
  • Inspected - Inspected spaces will appear in black, meaning that no further action is required today. After a supervisor or manager has inspected the space, it is ready for the next guest and they can be checked-in successfully upon their arrival.
  • Out of service (OOS) - Out of Service spaces will be highlighted in orange, showing to the operational team that there is critically urgent action required. Staff may place a space out of service if there is a minor defect in the space that can be fixed before 18:00 on the same day. Please note that an Out of Service space will not be taken out of sales inventory and is still available for booking, therefore it is important that fixes are completed in a timely manner.
  • Out of order (OOO) - Out of Order spaces will be highlighted in yellow. Placing a space Out of Order is a serious decision that should only be made by a supervisor. Out of Order spaces are taken out of the central inventory and cannot be sold during the selected period of time, thereby reducing your availability and affecting your RevPAR. Staff should always avoid using this status unless there is no other option. If you need to place a space Out of Order while your property is fully booked, the reservation in that place will be automatically reassigned and, if needed, pushed into an overbooking slot. Please note that if a parent space is placed Out of Order, all child spaces will also be placed Out of Order for the same block of time.

Please see the Space Status Report for more information about changing space status or placing a space Out of Order.

Customers section

The customer section is a collection of reports that work with the guest profile data, giving you better insights in the collection of data, and statistics on the types of customers the property has attracted.

Here, you have direct links to the ​Customer Statistics​ Report, Guests In House​ Report, and ​Customer Profiles​ Report.

Arriving profiles donut

Collecting customer data is really important, in many countries this data needs to be reported to government bodies such as foreign police or statistical office. For this reason we make it a separate tile on the dashboard to show managers how well the customer profiles of arriving customers have been completed.

  • Arriving customer profiles: highlighted in black, we show how many customer profiles of arriving bookings have already been fully completed
  • Not completed: highlighted in blue we show how many profiles still need to be completed today.

In house profiles donut

Collecting customer data is really important, in many countries this data needs to be reported to government bodies such as foreign police or statistical office. For this reason we make it a separate tile on the dashboard to show managers how well the customer profiles of in-house customers have been completed.

  • In house customer profiles: highlighted in black, we show how many customer profiles of in house bookings have already been fully completed
  • Not completed: highlighted in blue we show how many profiles still need to be completed today.

Occupancy section

The Occupancy section features a seven-day outlook on occupancy, arrivals, and departures.

Occupancy widget

Below these reports, you'll also see our occupancy widget. This is a graphical representation of the following items:

  • Space types - Each space type is represented in a bar graph, with a color key listed just above the widget
  • Occupancy percentage - View your daily occupancy percentage for each space category by hovering over each bar in the graph
  • Date - The occupancy widget displays an entire week of data, with the first column representing data from today
  • Arrivals - The number of arriving reservations is represented by the blue line, and the corresponding data is listed below the widget
  • Departures - The number of departing reservations is represented by the green line, and the corresponding data is listed below the widget
  • Stay overs - The number of reservations that are staying for at least two nights within the selected interval (not arriving or departing), and the corresponding data is listed below the widget
  • Customers - The total number of customers at your property is included just under the widget for each respective day

For a larger scaled and more detailed occupancy widget, go to the Rate Management screen.

Finance section

The finance section is dedicated to a number of reports which are key to the hotel accounting teams.

Here, you have direct links to the Accounting Ledger, Payment Report, Accounting Report​, ​Bills and Invoices​ Report, and the C​ashiers​ page.

Reports section

This section is an important section for managers and supervisors, giving them a number of tools to analyse the business, check on rebates, review busy hotspots in operation and check action logs.

Here, you have direct links to the Manager Report​, Posting Journal​, ​Action Log​, ​Activity Report​, and the Spent Nights Report​.

Social section

The key to modern hotels is how they perform in guest satisfaction on the different online portals. Its important that everyone in the hotel knows at all times how well the hotel is performing against competitors, and have a quick link to read the different customer reviews.

We pull data from 3 different sources to give you a rounded view of your property:

  • Tripadvisor
  • Booking.com
  • TrustYou
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Search function

 

At the top of the screen you will find the search box. Use this field to search for bookings or profiles using any of the following criteria. Searches will begin as soon as you start typing, and results will appear in a drop-down list. Select any item to open further details or continue typing to find more specific results.

Customer name

Search by first or last name, but please be sure that the name is complete. For example, 'John' and 'Doe' will both produce results, but 'John D' will not.

Please note that commas will not produce correct results, so we would recommend not using them in your search.

E-mail address

You can search for the e-mail address of the reservation holder or any registered companion to find a booking

Please note that bookings should never be registered under the e-mail address of another person (for example, a travel agency or secretary), but rather they should always be the e-mail address of the person who is staying at the property.

Confirmation Numbers

There are three different types of confirmation numbers. You can enter any of these in the search field to locate a reservation in the system. Please note that search results will only appear when the full number is entered.

  1. Mews - Mews will automatically allocate a unique confirmation number for each booking.
  2. Channel - If your property is connected to an online travel agency, Mews will record the OTA confirmation number for each booking and display it in the reservation simple detail.
  3. Channel Manager - If your property is connected through a channel manager, Mews will record the channel manager confirmation number for each booking.

Room Number

Searching by room number will produce results for all items associated with that space. The drop-down results will include bookings that were assigned to that space (regardless of state), space blocks, or you can also click on the room number to see that room's properties.

Group Name

Each booking is assigned a unique group name, which you can use as a search tool. Please note that group names cannot contain any spaces.

Company

If the reservation is associated with a company profile, you can use that company's details as a search tool. Use any of the following details to find the correct profile:

  • Name - If you have multiple companies with the same name, you will also see them displayed with the full address details to clarify
  • Address - Search by street name or city to produce results, although full address is not necessary

Please note that you can only search for companies that are active. If you have deleted a company from the system, it will not be displayed in the search results.

Travel Agency

Search for any active travel agency contracts by name. If you have deleted a contract, it will not appear in the search results.

Bills and Invoices

Each bill and invoice is assigned a number. You can use these numbers to search for a specific bill. Please note that only closed bills and invoices will have an assigned number that is searchable. If you are looking for an open bill, you must search by customer or using one of the other criteria listed above.

If the bill or invoice has a word in front of the number (i.e. 'Bill 12'), you can only use the number to search. You could find that bill searching for '12', but 'Bill 12' will not produce any results. If the bill consists of multiple consecutive numbers, please be sure to search for the full bill number to produce the correct results.

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Your user profile

 

Click the user icon on the Dashboard header to go to your profile settings or switch to a different property if you have access to multiple properties within a chain.

From within your user profile, you can:

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Notifications

 

Commander notifications let you know about new reservations, export updates, failed device commands, service orders, and the status of payments charged via Payworks terminal.

Notifications can be accessed directly from the Dashboard header. When you have a new notification, a red bubble will appear above the Bell icon with the number of new notifications you've received. Click this icon at any time to view your notifications.

Depending on the type, a notification can include any of the following pieces of information:

  • Name of user or customer who triggered the notification (i.e. the employee who exported a report or the guest who created an order)
  • Name of the report or device command that the notification is about
  • Notification message with details (i.e. order creation message, device command failure message, etc.)
  • Date and time that the notification was sent

Manage notifications

Click on a notification to open the corresponding reservation, order, report, or device command details.

Click the More Options icon next to a new notification to mark it as read. After a notification has been marked read, you can click the More Options icon to mark it as unread.

Manage notifications for multiple properties

If you have access to multiple properties in Commander, you will see notifications for all properties regardless of which property profile you are currently signed into. Notifications for this property will appear first, followed by notifications for all other properties.

Set up notifications

When configuring your stay settings, there are several items that relate directly to notifications.

To view or edit your stay settings, go to Main menu > Settings > Services > Stay

You will find the following items under the expandable Options section:

  • Options - Under the Options section and open the Options drop-down
    • New orders automatically processed - When this service is ordered, it will automatically be processed. If not selected, an employee must manually accept and process an order. This is primarily important for orders from Mews Navigator, which require an employee to manually process. For example if a guest orders Room Service via Navigator, reception should "accept the order", which informs the guest that the order is being processed.
  • Order generates notification - When an order is made, the system will generate a notification in Mews to the responsible employee and all members of the responsible department

Additionally, you will find the following items under the expandable Responsibility section:

  • Responsible employee - Select the employee who is responsible for stay services. This person will be informed when new orders are received.
  • Responsible department - Select the department who is responsible for stay services. Each member of this department will be informed when new orders are received.
  • Notify responsible employee about
    • Channel Manager - Display notifications for all bookings received via Channel Manager
    • Commander - Display notifications for all bookings created directly in Commander
    • Distributor - Display notifications for all bookings received via Mews Distributor.

Mews clues

Notification settings in Mews have no impact on notification settings from your channel manager or other third party booking sources.

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New customer

 

It's possible to create a new customer profile from the following locations in the system:

  • Go to Main menu > Profiles > Customer.
  • When you create a new reservation, enter the customer's last name in the Customer field, and then select New customer.
  • In the Reservation module: go to the Group tab, and complete the fields under Add a new customer.
  • Enter the customer's last name in the search box, and then select New customer.

For the initial creation of the customer profile we ask for the following details:

  • E-mail - Customer's primary e-mail address. It is very important to include the customer's primary address because they will receive important information via e-mail, such as confirmations and invitations for online check-in.
  • Title - Please note that this section is the only place where gender is recorded for data purposes
    • Mr. - Select for married and unmarried guests that identify as male
    • Mrs. - Select this option for married guests that identify as female
    • Ms. - Select this option for unmarried guests that identify as female
  • First name - Customer's given first and middle names
  • Last name - Customer's last name (surname) only
  • Language - Customer's preferred language, used for email communications
  • Nationality - Select the country where this customer is from
  • Telephone - Customer's primary telephone number. Please be sure to include proper country codes for international numbers.
  • Birth date - Customer's date of birth

Click the Scanner icon to open the Mews Identity Scanner. With this built-in device, you can use your camera to scan any travel document that has a Machine Readable Zone.

Mews clues

If your enterprise operates over multiple properties, customer profiles will be shared between all of them in Mews. Therefore, if a profile already exists, you will be able to find that data in the system for each property.

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Customer module

 

The customer profile is the internal Mews profile of each guest that will stay at your property. Connect all reservations, bills, and orders to each person so that all their information is visible and organized in one place.

E-Mail

The unique identifier of a guest is the e-mail address of that person. If a new profile is created with an e-mail address that is already registered, it will be merged automatically into previously created customer profile.

For this reason, be sure to update customer profiles only with an e-mail address belonging to the guest (never use the e-mail of a travel agent or secretary).

Initial login details are sent to customers via their confirmation e-mail. Once they receive this access, they can complete their profile in Mews Navigator.

If a customer needs to reset their password or if they didn't receive their login details, you can visit http://www.mews.li and click on the Reset password link. Guests can enter their e-mail address and a password recovery link will be sent.

Furthermore, for the system to work in the most optimal way, e-mail addresses are used to invite customers to check in online. If we do not have the guest's e-mail, we are unfortunately not able to offer them this great service.

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Customer dashboard

 

Within this tab, you can find reservations, an overview of all closed bills linked to the customer profile, and all orders that were made by the customer.

Header

In the top part of this tab, you will see a + button, which can be used to create a new reservation or to place an order for either services and stay services. Place orders here if you do not want it to be processed automatically. Upon completing the order, you will see the new order appear on your dashboard in the Orders donut. When you open the primary orders page, you can either process the order manually or process it.

Current and future

In the very first section of the Profile Dashboard, you will see an overview of current and future bookings linked to this guest.

Each reservation will be represented in a reservation card, containing the basic reservation details for each. Cards will be marked with the appropriate action button, represented in the correct action color. Should the person be assigned as a companion to a booking, you will also see these bookings on their dashboard.

Manage, check in, or checkout a booking directly from this page, which will direct you automatically to the reservation module, where you can review and manage booking details. You can also click on the Details button to see the reservation's simple detail.

Bills and invoices

Within this section, you will be able to see each bill or invoice that was ever closed under this customer's name. Each document will be displayed with the following details:

  • Name - Title of the closed document. Click on this title to open and review all further details.
  • Customer - Name of customer for whom this bill was closed. Click on this name to be taken directly to the customer's profile.
  • Company - If the bill was assigned to a company, that company name will appear here. Click on this link to be taken directly to the company's profile. If a company was not assigned, this field will remain blank.
  • Closer - Name of employee who reviewed and closed this bill or reviewed and issued this invoice.
  • Issued - Date and time that this bill was closed or that this invoice was issued
  • Due date - Used only for invoices, this is the date that payment is due.
  • Paid - Used only for invoices, this is the date that payment was received.
  • State - Current bill state displayed with the proper Mews action color.
  • Action - Click on the cash icon to be taken directly to that customer's billing screen.

Past and canceled

In the very first section of the Profile Dashboard, you will see an overview of past and canceled bookings linked to this guest.

Each reservation will be represented in a reservation card, containing the basic reservation details for each. Cards will be marked with the appropriate action button, represented in the correct action color. Should the person be assigned as a companion to a booking, you will also see these bookings on their dashboard.

Manage a booking directly from this page, which will direct you automatically to the reservation module, where you can review and manage booking details. You can also click on the Details button to see the reservation's simple detail.

Orders

Here, you can see all past, canceled, current, and future orders connected to this guest. Each order is displayed in its own line with the following details:

  • Service - Assigned name of the service ordered. Click on the name of the service to open and review further order details.
  • Created - Date and time that this order was created in Commander. Hover over this field to see the name of the employee who created the order.
  • Start - Date and time that this order will begin. This field is only applicable to pre-confirmed orders in case orders are created for the future.
  • Notes - Any additional details or information that is necessary for the completion of this order. Please note that only notes are editable after an order is placed.
  • State - Current order state displayed with the proper Mews action color. Hover over this state badge to see the time of the last state change and name of the employee who is responsible.
  • Total amount - Total cost of this order
  • Action buttons - Click X to cancel an order or click the Checkmark to process an order

Click on the name of the service to see additional order details. Within each order details page, you will find the following information:

  • Service - Assigned name of service ordered
  • Customer - Name of customer who placed order
  • Date and time - Date and time that this order will begin. This field is only applicable to pre-confirmed orders in case orders are created for the future.
  • State - Current order state
  • Total amount - Total cost of this order
  • Created - Date and time that this order was created in Commander
  • Updated - Date and time that this order was last updated
  • Notes - Any additional details or information that is necessary for the completion of this order
  • Items - In this section you'll find an itemized list of each order
    • Item - Assigned name of item ordered
    • Count - Number of items ordered
    • Cost - Total cost of items
  • Action log - This is a list of all changes made to this order. Each log entry includes the name of the employee who made the change, the time and date of change, and a short description of the change that was made.
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Customer profile

 

When creating and updating customer profiles, please be sure to fill as much information as possible for a complete profile. It is also very important to ensure that this data is accurately recorded, as it is used in police reports for many countries.

Below, you will find a detailed description of every field within the customer profile and information about how to manage each piece of information.

Header

At the very top of this page on the right-hand side, you will find the following icons:

  • Clear - Delete all of that customer's personal data from our system, excluding last name; please note that the customer profile will still exist in Mews in order to maintain billing and reservation data, but personal data will no longer be visible; please also note that this action cannot be undone
  • Passport scanners - Click this icon to use a passport scanner and instantly import all of a guest's information to Mews. You can use any passport scanner integration already set up for your property or the Mews Identity Scanner, a device that's built into Commander; using your camera, you can scan any travel document that has a Machine Readable Zone.
  • Print - Click this icon to print a customer registration card for the customer profile that is currently on the screen. All information that is filled-in in their customer profile will also be pre-filled on the printed card. Please note that if you print the registration card from this screen, reservation details will not be included, as the guest might have multiple bookings.
  • Help - A direct link to the help center, which has detailed information about what you are seeing. If you cannot find what you're looking for, please use the search feature or see our contents table.

Profile

The Profile tab includes all personal contact information for that guest. Within this section, you will find the following fields:

  • E-mail - This is the unique identifier of the customer. Please be sure that the correct e-mail address of the customer is used for further contact with the property.
  • Title - This field is used to collect information about gender of your guests
    • Mr. - Guests who identify as male
    • Mrs. - Guests who identify as female and are married
    • Ms. - Guests who identify as female and are unmarried or do not wish to indicate marital status
  • First name - Guest's given name, including middle names
  • Last name - Guest's surname
  • Second last name - Guest's second surname, if applicable. Please note that you cannot search for customer profile using this field.
  • Nationality - Country where this guest is from and (usually) where their passport was issued
  • Telephone - Guest's primary telephone number
  • Birth date - Guest's date of birth
  • Birth place - Location where guest was born
  • Citizen number - Guest's local citizen or identification number
  • Car registration number - Guest's car information, if applicable
  • Tax ID number - This information may not be necessary. Please consult your accounting team for confirmation.
  • Company - If customer is associated with a company, you may select that company profile from the drop-down menu
  • Occupation - This information may not be necessary. Please check your local laws for more information.

Identity Documents

On the guest profile we store information about that customer's legal documents. Please note that it is very important to ensure that this data is accurately recorded, as it is used in foreign police reports for many countries.

Please note that at least one identity document will all details completed is required to complete a customer's profile, however some required information varies by country. Mews would recommend that you check your local laws for more detailed information.

Within the European Union and Schengen countries, and also while a guest is staying in their home country, a Passport or ID Card can be accepted for a complete profile, however for all other countries, only Passport details are required. You can also check the Customer Profiles Report to see that all required information is completed.

To add a new identity document, click on the + button just next to the section title. You will see a second window open and you will be asked to complete the following fields:

  • Number - This is an open text field that accepts numbers, letters and special characters
  • Type - Currently, we support the following four types of Identity Document
    • Driver's license
    • ID card
    • Passport
    • Visa
  • Issuing country - Country from which this document was created and issued
  • Issue date - Date that this document was issued and became valid.
  • Expiry date - Date that this document expires and becomes invalid. Please note that the system is able to accept documents that are already expired, however they will be displayed with an orange badge reading Expired just next to the document number. Please check your local laws and please note that although accepted by our system, expired documents are not a valid form of identification.

When all entered information is correct, click the Save button and you will automatically be redirected to the main Customer Profile section. Identity documents will be displayed in order of expiry date.

Mews clues

As you are completing identity document details, you can use the keyboard to navigate through all fields. Use the Tab key to switch to the next field or Shift + Tab to navigate back. For drop-down menus and datepickers, use the arrow keys to select from the options and use the Enter key to make the your selections.

When you have entered an identity document, you will see that the + icon in the main profiles page is highlighted. Press the Enter button again to add additional identity documents as needed.

To edit an identity document, click on the Number and you will see the same window appear, where you can change the entered information as needed. Click Save when all information is corrected.

To delete an identity document, click its Number and click the Trash icon. When the confirmation window appears, click Delete and you will be redirected to the main customer profile section. That deleted document will no longer be visible within the Identity documents section.

Addresses

As guests may have multiple address, you can add them to their customer profile here. Addresses will be ordered chronologically, with the most recent information appearing at the top of the list.

To add a new address, click the + button next to the section title and complete the following fields in the new window:

  • Find address by typing here - Mews uses the Google address bar to search for and auto-complete addresses. Start typing the address in the Google Bar and it will present address options to auto-complete these sections. This allows for much cleaner guest data in the system. If you can't find the correct address in the Google address bar, manually fill in the fields below.
  • Address line 1 - Street address and house number
  • Address line 2 - Additional address information, often neighborhood, apartment, or building numbers
  • City - City or town where this address can be found
  • Postal code - Unique number to identify the area where this address is located
  • Country - Depending on the country selected, you may be presented with additional fields to include.
    • State/Province - This field will only appear for addresses in particular countries. This drop-down menu will only include options that are applicable to the country of the address.

When all entered information is correct, click Save.

The Primary address is marked automatically based on the last updated and most complete set of data. If there are no complete addresses, it will be assigned to the most recently updated. This badge indicates that this address will be displayed on registration cards and used for any legal reporting.

If you need to update or change your primary address, you must either delete the current primary address, update the desired address to be the most complete, or create a new one with the correct address details.

To edit an address, click it and edit as required. Click the Save button when all information is corrected.

To delete an address, click on it then click the Trash icon, then click Delete. That deleted address will no longer be visible within the addresses section.

Files

Files can now be uploaded to user profiles to reference any important information. For example, if your property would like to make copies of identity documents or take photos of your guests for reference, you can upload those files here.

Mews clues

You cannot upload files larger than 20MB.

To add a file, click the + button next to the section title, then click Choose File. Next, a search dialog will open, where you can find the file on your computer that you want to upload. Select the correct file and click Open, which will lead you back to the original dialog. You should see the name of the file pre-filled in the File field. If this is not the correct file, you can search again using the Choose File button.

When the correct file is selected, click Upload and you will be automatically redirected to the main Profile tab of the customer profile, where you should see that file listed under the Files section.

Click the name of a file to download it.

To delete a file, click the Trash icon next to the unwanted file, then click Delete. The file will no longer be listed in the Files section. Once a file is deleted, it cannot be restored.

Merge

If one customer has multiple profiles, you can merge them. In the Merge section, search for a customer's duplicate profile using first name, last name, or email address. Click on the duplicate you want to merge, then click Merge.

You will then be redirected to another screen where you will see both profiles side-by-side. Use the Keep this profile button to select the profile with the most complete details. You can also click on the Cancel button if the selected profile is not correct or if you no longer wish to merge the two profiles.

After clicking Merge, you will be redirected to the main customer profile section. You will see that all information that was included for one profile and not in the other will all be merged and available in one complete profile.

Mews clues

Once a profile is merged, it cannot be undone. If you search for the previously merged profile, you will find that it no longer exists in the system.

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Customer internals

 

The internals tab allows properties to add special notes and tags to any customer's profile and alert staff about customers that may require additional assistance for a variety of reasons.

Within this tab, you'll find the following items, most of which can be edited at any time.

  • Number - Unique number assigned to each customer by the system automatically; please note that this field is not editable.
  • Options
    • Send marketing e-mails - Select this option if customer would like to receive marketing e-mails from Mews; please note that invitation to online check-in and other e-mails related directly to their booking are not included in opt out
  • Classifications - Each classification corresponds to an icon, which, when selected, is displayed next to the customer name. These can be used to help your team to quickly identify whether a customer may require any additional assistance. You may select any and all classifications that apply.
    • Airline - Customer is an airline crew member
    • Blacklisted - Customers cannot create a new booking using the Mews Distributor or directly in the Mews Commander. If a blacklisted guest tries to book via the Distributor, they will receive a message to contact the hotel directly.
    • Cashlist - Indicates that the customer should pay all extra charges in cash, and therefore cannot order items via Distributor. Cashlist individuals are identified via some POS integrations, so if they try to post items their room via POS, the system will display an error message.
    • Disabled - Customer may require physical assistance and or special space assignments based on their needs.
    • Friend or family - Customer is friend or family of the owner
    • Important - Please note that there is also a Very important classification, which your property can use as you see fit
    • Loyalty program - Use this classification if your property has an internal loyalty program that a customer is a member of
    • Media - This indicates that customer may either draw attention of the media or may be a member of the media
    • Military- Used for any members of the military
    • Paymaster account - Used to mark "dummy" accounts, which are chargeable without a reservation. Paymaster accounts are used to collect of multiple charges for a group or all items which will then be sent in one cohesive bill, rather than charging items separately to individuals or sending many multiple bills to the same place simultaneously. Paymaster accounts are commonly used for events or for posting items from an external POS. (e.g. properties could create a guest account called "Restaurant Charges", which, when labeled with Paymaster internal label, will be identifiable by external POS systems and used for group charges; Some travel agencies may prefer to use Paymaster accounts as City Ledgers, sending one invoice for all reservations per month, therefore you can create a customer profile for that agency and then move all bills there to be invoiced at once.)
    • Previous complaint - Customer who may have had a previous complaint or bad experience, allowing you to make up for it in their next visit
    • Problematic - Customer created some kind of problem or conflict during their last visit and may possibly be the cause of problems in their following stays
    • Returning - Automatically-assigned when a customer returns to a property that he or she has stayed at before
    • Staff - Person is staff at this property or another affiliated property
    • Top management - Guest is top management of a business or company group that may be staying at property
    • Very important - Please note that there is also an Important classification, which your property can use as you see fit
  • Accounting code - Each guest profile has a unique accounting code, automatically assigned, however, if you would like to manually assign accounting codes, this is possible through this open text field.
  • Loyalty code - Use this field for a loyalty code that may be used as part of an internal loyalty program
  • Guest profile notes - Guest Profile notes are used for notes about a specific guest. Notes will be visible on several reports (e.g. Reservations Report, Reservations Overview, Guest In House) which enables this information to be clearly noticeable for all team members.
  • Language - Chosen preferred language of the guest, which is first assigned by default and later editable via the guest's user profile. Please see below for more details.
  • Culture (formatting) - Determines formatting of date and time, alphabetical order and local calendar preferences (e.g. the first day of a week).
  • Created (UTC) - Date and time that customer profile was created
  • Updated (UTC) - Date and time that customer profile was most recently updated

Language

The guest profile language field specifies the customer's preferred language of communication, and is the language in which the system will communicate with the guest.

We feel that the language preference should be chosen by guest, rather than any property. Therefore, this setting is determined by the following criteria:

  • If guest used Mews Distributor to complete their booking, or if the guest completed online check-in, their selected language will automatically be detected and then transferred to their customer profile as their primary language choice
  • If no language selection is made, default language will be set automatically by the system based on the selected Nationality field
  • If Nationality is not specified, the customer will receive communication in the default language of the property where they have a reservation

If the guest has selected a preferred language for communication, no property will be able to override this setting. Rather, this field must be updated by the customers themselves within their Mews Navigator profile.

Reporting

Customer classifications are a useful tool for analyzing your property data. In the following reports, you can use these items as a filter, which then can help you in gathering statistics.

In the following reports, you can use this data to filter results:

  • Reservation report > Group by > Customer classification
  • Customer statistics > Group by > Customer classification
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Customer payments

 

From this section of the Customer Profile, you can select different payment types, manage prepayments, and preauthorizations. Please note that Mews does not store full credit card data. For data security reasons, we store only the last four digits of guests' cards and the card type.

For more detailed information about this tab, click on the links below:

Related articles

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Customer billing

 

We found that hospitality should be all about the guests, since they are so central to the travel experience. Likewise, in the Mews Commander Platform, guests are central to our Property Management System, and thus all bills are linked to guest profiles.

The Billing screen on the Customer Profile shows all unpaid items that require settlement. Receptionists can move selected items to that customer's bill, to another customer, or to a company bill, depending on who is responsible for settling the account.

The related articles above include detailed information about all items and features that can be found on this Billing screen.

For more detailed information, click on the links below:

Related articles

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Customer statistics

 

The Customer Statistics Report is an extensive analysis of all guest profile data, allowing you to track and compare different groups of customers. This can be an extremely helpful tool for Social Media, Marketing, Sales, or PR teams to analyze their customer statistics and target specific markets. It is essential to have accurate data to be able to analyze properly, therefore it is extremely important that your staff collects all customer information carefully. Our online check-in feature is also a great tool, as users can enter and check their own personal data for accuracy.

You can access the Customer Statistics Report directly from the Dashboard, or you can go to Main menu > Profiles > Customer statistics.

Mews clues

The data displayed in the charts at the top of the report depend on your selections for the Group by and Subgroup by filter options.

Filters

Using the various filters, the Customer Statistics Report can compare multiple sets of data and analyze them against each other. You will find the following filters available for comparison:

  • Filter
    • Arrival - Arriving within selected interval, regardless of current state
    • Colliding - Arriving or departing or staying over within selected interval
    • Departure - Departing within selected interval, regardless of current state
    • In house - Arriving and staying over within selected interval
  • Mode
    • Customers - Data results will display the number of customers
    • Nights - Data results will display the number of nights per person. For example, a one-night reservation for two people will appear as two nights in the report.
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • Group by - Select one of the following options to view customer data relating to your selection. Please note that the option you select will be displayed at the top of the report in chart format, as well as within the report.
    • Address
    • Age
    • Average night rate per person
    • Customer classification
    • Gender
    • Nationality
    • Origin
    • Rate
    • Segment
    • Space category
  • Subgroup by - Select one of the following options to cross analyze customer data against your selection for the filter above. Please note that the option you select will be displayed at the top of the report in chart format, as well as within the report.
    • Address
    • Age
    • Average night rate per person
    • Customer classification
    • Gender
    • Nationality
    • Origin
    • Rate
    • Segment
    • Space category
  • Ordering
    • Alphabetical
    • Value
  • Display
    • Counts - Select this option to view the actual number of customers listed for each variable in your selected data set.
    • Percentages - Select this option to view the percentage of customers listed for each variable in your selected data set.

Best use of the report

There are tens of options how to use this report. Every manager may be interested in different data outcomes. Below are couple of ideas which filters you can use:

  • Origin vs Nationality: If you are seeing a lower number on the Booking Widget for a specific country versus the Channel Manager (relative), then maybe consider translating your website in that language.
  • Gender vs Origin: With this filter you can identify via which channel the values are equal and where it is disproportional. E.g. via your Booking Widget there are the same numbers for men and women whereas Channel Manager brought more men. Maybe it is the description used on the OTA's?
  • Room Types vs Gender: Is it men or women who is more likely to buy upgraded rooms?
  • Room Types vs Origin: This chart will give you an idea which origin brings you higher room categories.
  • Address/Nationality vs Average Night Rate: This will help you understand which countries book the highest rates, and this helps you plan your pay-per-click campaigns to target these high value markets.
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Customer profiles

 

The Customer Profiles Report displays all guest information collected by your property. This report is used to register guests with the foreign police, so it is important that all required information be 100% complete.

In calculating your completion score, the system requires personal information from only the necessary number of companions, as specified by your legal environment. To achieve 100% completion, all legally required fields must be filled in.

If your Customer Profiles Report is missing any required data for your legal environment, please contact us using the live chat feature.

Filters

  • Mode
    • Arrival - Select to view customers arriving during the selected interval.
    • Birthday in house - Select to view customers who will have a birthday within the selected interval.
    • Created - Select to view customer profiles created within the selected interval.
    • In house - Select to view customers arriving and staying at least one night within the selected interval.
  • States - Select the reservation state types you wish to be included in the report.
    • Checked out
    • Checked-in
    • Confirmed
    • Optional
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.

Features

The Customer Profiles Report includes the following information about each profile:

  • Title
  • Last name
  • First name
  • Space
  • Arrival
  • Departure
  • Segment
  • Nationality
  • Birth date
  • Age
  • Address
  • Identity card
  • Passport
  • Travel Visa
  • Address
  • Profile completion

Birthday report

As this is the central report for customer data of guests in house, its also the perfect place to check if any of your guests on arrival or in-house have their birthday during their stay. This will allow you to create truly hospitable moments for guests. There is an option that allows you to filter by in-house birthdays.

Foreign police

If the Foreign Police allow it in the local country, Mews Systems is able to send the report extract automatically. The system will first send the report completion percentage to a manager 1 day after the arrival of guests, so that the hotel will have another 24 hours to finish mistakes and ensure 100% completion. After 24 hours the system sends the report automatically to the police.

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Companies

 

Company profiles can be used to book company rates, track company bookings and statistics, and allow company invoicing for business travelers.

If creating a company with multiple branches, you will need to create one main company profile first. Next, when creating the subsequent branching offices, you can assign the first main profile as the “Mother Company,” which will track all statistics of the company in the one primary account.

Upon creation of the company profile it is assigned a unique ID, which is displayed on the list of companies. This number can be very useful for accounting departments, who then use this unique ID to track company related revenue.

Filters

Within this report, you can utilize the following filters:

  • Country - Sort companies by the country where they are located

Create

To view, manage, and create company profiles, go to Main menu > Profiles > Companies.

Here, you will see a current list of all existing company profiles. Properties can create as many profiles as necessary.

This main companies page is also a report, which you can export once or use to create an export schedule. You can also create a new company profile using most company field drop-downs throughout the system.

From the main companies page, click the + button and complete the following details:

  • Mother company - Primary company profile used to connect all branches of one company are. You can use this feature to run Reservation Report statistics for only the mother company, summarizing all underlying profiles.
  • Name - Name of company
  • Company identifier - Registration number of the company in the chamber of commerce. Please note that this field is only relevant for some properties.
  • Tax ID number - Used to identify this company in any external accounting software
  • Additional tax identifier - Any additional unique code used for properties that utilize external accounting software
  • Invoice due interval - used to specify the period of days that a client has to pay the invoice before it is overdue. Interval begins at the time that the invoice is issued and will change automatically in the system after this period of time.
  • Telephone - Contact number for this company
  • Accounting code - If you would like to map the company to your accounting system, you can set the accounting code in this field.
  • Contact person - Name of the main contact person for this account
  • Contact - Any additional contact details for the account
  • Notes - Any additional notes or information that you'd like to include
  • IATA
  • Channel - This field is important for OTA company accounts. If you are creating a profile for an OTA, you have to in this field select the name of the OTA, so that it will pick up the correct mapping against the channel manager
  • Google Address search - Search for an address and select it to automatically fill details or enter the address manually.
  • Address line 1
  • Address line 2
  • City
  • Postal code
  • Country
  • State/Province

Click Create and complete these additional fields:

  • Identifier - this number can be very useful for accounting departments to track company related revenue.
  • Created - Date that company profile was created and user who created it.
  • Updated - Date that company profile was most recently updated and user who updated it.

Mews clues

If your enterprise operates over multiple properties, company profiles will be shared between all of them in Mews. Therefore, if a profile already exists, you will be able to find that data in the system for each property.

Delete

To delete a company profile navigate to the main company page, select the unwanted profile and click the Trash icon.
Once a profile is deleted, it is no longer possible to assign this profile to reservations. However for past bookings, or future bookings which already had this company profile assigned, the statistics will still show the results including this "deleted" account in reports.

CRM

Unfortunately Mews does not currently offer a full Customer Relationship Management (CRM) solution. Therefore, in order to maintain and track some basic details about your companies, there are two open text fields included in the profile.

Use the Contacts section to record all necessary contact information and company data and use the Notes section in any way you find useful.

Mews clues

Some useful information may include contract details, the company's website, email addresses, live chat links, marketing materials, social media accounts, company statistics, etc.

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Travel agency contracts

 

You can set up different billing, settlement, and commission rules for reservations made through travel agencies.

Mews clues

In the travel agency contract, if Reservation settlement is set to Travel agency, confirmation emails to guests will not include the rate total. Only the travel agency will be able to see rate totals.

To view, create, or delete a travel agency contract, go to:

  • Main menu > Settings > Services > Stay > Travel agency contracts

Before it can be attached to a particular booking on the New Reservation screen, you must create a travel agency contract and set up different billing, settlement, and commission rules for reservations made with that travel agency.

Create

Click the + button to create a new travel agency contract, and then complete the following fields:

  • Company - Before you can set up a travel agency contract, you must create a company profile for that travel agency in Commander. Once you have set up the travel agency's company profile, search for and select it in this field.
  • Accounting code - If you would like to link the travel agency contract to your external accounting software, enter the accounting code provided by your accounting system here.
  • Reservation settlement - Select one of the following options to determine how bills will be settled for reservations made through this travel agency:
    • Customer - The bill will be charged to the guest.
    • Travel agency - The bill will be charged to the OTA.
    • Travel agency if prepaid - The bill will be charged to the OTA if it was prepaid. If it was not prepaid, it will be charged to the guest.
  • Commission estimate calculation
    • Included in rate - Select this option if the rate received from the channel manager includes commission.
    • Not included in rate - Select this option if the rate received from the channel manager does not include commission.
  • Commission - Enter the percentage that the travel agency will be paid in commission.
  • Channel manager absolute adjustment - Enter an absolute amount that a reservation price can be decreased (e.g. "-20") or increased (e.g. "20") by when delivered to Mews via a channel manager.
  • Channel manager relative adjustment - Enter a percentage amount that a reservation price can be decreased or increased by when delivered to Mews via a channel manager.
  • Channel manager segment - If you have already created segments in Commander, you can select one here if all reservations made through the travel agency contract are of a certain market segment.
  • Contact person - Enter the name of the travel agency's contact person.
  • Contact e-mail - Enter the contact person's e-mail.
  • Contact - Enter additional contact information.
  • Notes - Enter any additional notes about the contract.
  • Invoice due interval - Enter the number of days within which an invoice must be paid by the travel agency, starting from the time of the invoice's creation. Please note that this field only applies if the contract specifies that reservation bills be settled by the travel agency.

When all fields are complete, click Create.

Mews clues

When you create a travel agency's company profile, it is important to map it to the appropriate channel.

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Spent nights report

 

The Spent Nights Report is an overview of how many guests stayed at the hotel on a specific date. This may be important for statistical purposes.

This report is often used for reporting city tax amounts to the municipalities.

Segments

You can filter the report by segments, to see how many guests stayed at the hotel from each segment. This will help if you for example only need to pay city tax for leisure guests, so you can filter out the leisure guests.

Age

You can also filter out guests based on their age, again this is important for city tax calculations, as you often have to pay city tax only for a certain age group.

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New reservation

 

In Mews Commander, new reservations can be created at any time from any screen within the system. Using the + button in the primary header, you can immediately open the New Reservation screen, where you will complete the booking details and finalize the reservation in three steps.

Below, you can find a detailed description of the complete reservation-making process, which is divided into the three respective steps.

To create a reservation, click the + button on the Dashboard header.

Availability

Upon clicking the + button, you will automatically be redirected to the New Reservation screen.

The first step is divided into two sub-parts.

  • Place - If your property is part of a multi-property chain, you can select the name of the city from the dropdown to check the availability of all other properties in that city that are a part of the same chain. Your property will be selected by default.
  • Dates - Select the arrival and departure dates of the reservation. Your selections will be highlighted in blue.

Mews clues

The dates selected in the first step will remain accessible throughout the creation process. If you need to change arrival or departure before finalizing, return to the 'Availability' section and click 'Dates' to reopen the calendar and make the correct selections.

If you are part of a multi-property chain, you can filter available spaces by their feature with the Space feature field.

Select the desired space category to view all space types in that category. Each space type is automatically listed with the following information:

  • Availability - The number of spaces available for that type on the selected dates.
  • Default price - The base price for that space type on the selected dates.

When you are ready to choose, click Select next to the desired space type. You will automatically be redirected to the next step in the process.

Mews clues

If there is no remaining availability in any particular space type, the Select button will automatically change to Overbook, meaning that employees can book more people in a room than what they system has listed as the maximum occupancy. Employees must be given the specific privilege to overbook.

If you choose to overbook a space type, the reservation will appear in an overbooking slot which is visible from the timeline. Users will be presented with a confirmation before the overbooking is accepted. The overbooking function can be used at the property's discretion.

Rates

On the next screen, you will see the three following sub-sections. Please note that all required fields are marked with an *. Under Options, complete the following fields:

  • Customer - Search for the correct customer using first name, last name, or e-mail address, and then select New customer from the search field drop-down if you cannot find an existing customer profile.
  • Company - If this is a business reservation, search for the company profile, and then select New company from the search field drop-down if you cannot find an the correct company. If you select a company, the system will automatically search through private rates that may be applicable
  • Travel agency - If reservation is affiliated with a travel agency, search for the correct travel agency profile using this field. If a travel agency is selected, an additional field will appear:
    • Travel agency number - Enter the confirmation number from the travel agency, if applicable; this number will then be displayed on invoices and in reservation details.
  • Segment - Select the reason for booking from the drop-down list of segments according to your property settings.
  • Voucher - Select the correct voucher code from the drop-down list of codes according to your property settings.
  • Products - Select all desired stay products from the drop-down list of products according to your property settings.

The next few fields, labeled Occupancyare dependent on your selections in the previous step and will be displayed:

  • Space category - This field will be labeled with the selected space type chosen in the first step. Select the number of spaces that you'd like to reserve, based on the property's availability.
  • Person count per space - For each chosen number of spaces, select the number of adults and children that will be staying in each. Please note that this field will be pre-filled with the maximum number of individuals allowed per the selected space type.

Next, under Rate, you will see all available rates for the chosen space type, listed with their price per night and also the total amount for stay.

Rates are displayed according to their rate group, which is the group of rates that have the same cancellation policy. The second step will automatically display the lowest available rates, which ensures that the customer is offered the lowest available price at the time of booking.

Mews clues

To override the price, you must first complete a reservation and then change the price manually in the reservation module

Click the Select button next to the rate you'd like to book. In the moment that you click Select, you will be redirected to the third and final step in the booking process.

Summary

In the last screen, you will see an overview of your selections for this reservation before finalizing. Each booking will be represented on a reservation card, which will include the following items as per your previous choices:

  • Space category
  • Date of arrival - date of departure
  • Rate
  • Adult count
  • Child count
  • Stay products
  • Number of bookings x cost per booking

On each card, you can use the + and - buttons, which can be used to duplicate a booking or to remove one from your basket. You can also use the + button next to Reservations to create a connected booking with different stay details.

Just below, you'll see an overall summary with the following details:

  • Total - Total cost of all reservations
  • Reservations - Total number of reservations
  • Nights - Total number of nights

Lastly, you will see the Reservation details section, which includes the last few fields to complete before finalization. Please note that all required fields are marked with *:

  • Customer* - Name of customer selected in step 2; click on the icon for a direct link to their customer profile.
  • Origin* - Select the source of the reservation, for use in statistical analysis. Origin is a required field, and its options are predetermined - they cannot be customized.
    • In person - Customer physically entered the property to make a reservation on-site or requested a stay extension which required a new reservation (for example, if they have to change room for the remainder of their stay).
    • Channel - Manually created reservations received via a third party channel (e.g. OTA, Travel Agencies, etc.).
    • Telephone - Customer called the property to create the reservation.
    • E-mail - Customer sent an e-mail to create the reservation.
    • Website - Customer made the reservation directly through your property's website.
    • Message - Customer sent a direct message to property with reservation information.
  • State - Choose the state of booking.
    • Confirmed - Booking is confirmed by customer and non-refundable in case of no-show .
    • Optional - Customer has until the selected release date to cancel reservation with no penalty; if selected, you will see an additional field:
      • Release date - Date and time until which the customer may cancel the booking with no penalty; after this date and time, customer will be subject to cancellation fees.
  • Group - Search for a unique group name, in case the booking is connected with another reservation.
  • Notes - Any additional reservation notes or important information to note; these notes will be visible from all reports.
  • Confirmation / Quotation - Select whether you'd like the system to send a confirmation e-mail (for confirmed bookings) or a quotation e-mail (for optional bookings), which includes all booking details.
    • Do not send - Customer does not wish to receive e-mail.
    • Send - E-mail will be sent to customer's registered e-mail address.
    • Send to custom e-mail - Should you select this option, you will see two additional fields:
      • Language - Select this customer's preferred language for communication.
      • Custom e-mail - Enter the customer's custom e-mail address.

When this is completed, click the Create button, and you will see a success message. Upon completion, you will be automatically redirected to the reservation module State tab, where you can make adjustments if necessary.

Mews clues

You can only make a reservation at one property at a time. If you would like to create a reservation for a different property, your basket will automatically empty at the time that you switch to a different service or city. Before discarding any unfinished reservations, the system will prompt you with a warning.

Group bookings

After creating a reservation and being redirected to the Reservation Module, you can use the + Reservation button to create another booking that will be associated with the booking from which you clicked + Reservation. Follow the same steps as described above and you will see that the dates, group name, and customer information will be pre-filled with the details of the other associated bookings. Please note that you can edit this information before saving if the additional booking should have different preferences.

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Reservation module

 

The Reservation Module is a split screen, utilizing the left and right sides for different reasons. Above this split screen, there is a header including eight different tabs.

At any given time, only one highlighted tab is visible in the left side of the split screen. The left side is used to edit or update booking details.

On the right side, you can see reservation details and select bookings that you'd like to edit. Select multiple bookings at a time to manage them simultaneously or click on each line hide or expand individual details, including:

  • Confirmation number
  • Group name
  • Status
  • Booker
  • Arrival date and time
  • Departure date and time
  • Segment
  • Companion information
  • Average night rate
  • Total amount
  • Requested space category
  • Assigned space
  • Rate
  • Nights
  • Attached payment card details
  • Origin
  • Creation date

Selection

Before you begin to edit reservations, it is important to take note of which bookings you may be editing. Since Mews is customer-centric, multiple bookings may be connected to the same customer and therefore visible from the Reservation Module.

Booking information will only be displayed for the reservations that are selected on the right-hand side of the Reservation Module, and you must select at least one reservation to make changes.

For example, if you've selected only canceled reservations on the right-hand side of the Booking Module, you will not see any information under the 'Rooms' section.

Header

Within the Reservation Module, you will see the following features on the top bar throughout each individual tab.

  • Lock all - Lock all bookings so that no one can edit or move them. Lock individual bookings by clicking on the toggle button next to customer name.
  • Unlock all - Unlock all bookings to edit details or move. Unlock individual bookings by clicking on the toggle button next to the name on the right-hand side.
  • Select all - In case of multiple bookings, use this button to select them all and edit them at once. Select bookings individually using the checkboxes just before customer name.
  • Deselect all - In case of multiple bookings, use this button to deselect all the bookings at once. Deselect bookings individually using the checkboxes just before customer name.
  • Open all - Expand the booking details of each individual reservation in this group.
  • Close all - Collapse all details of each individuals booking so reservations appear in one line each
  • + Reservation - To create a new booking for an already existing group, you can click on this button, which will open the new reservation screen, with a group code pre-filled, once you complete the new booking, it will automatically be added as a part of the same booking.

In the State tab, there are many parts of a reservation that you can manage. Below, you will find a detailed description of all functions that are available using the State tab of the Reservation Module.

Customers

At the top of the State screen, under the Customers section, you will see the following items:

  • Passport scan - If you have a passport scanner integration, you will find a Passport Scan button next to each guest. Click this button to scan that guest's document and auto-complete the details in their profile.
  • Registration cards - Click this button to automatically print registration cards for all customers connected with this booking.
  • Customer - A list of all customers connected with this booking. Click on the customer's name to be taken directly to their customer profile.
  • Balance - Amount due for each customer assigned to the group; for group bookings you will see the balance of all participants individually and also the balance of the whole group.
  • Total - Amount due for all items connected with this booking
  • Billing - Direct link to customer's billing screen. A blue Billing button means that there is action required, for example open bills to be closed. If a balance is set to 0 and the button is blue, that means that the bill is not yet closed.
  • Payments - Direct link to customer's payments screen to add a payment or preauthorization to the booking. To add a deposit, go to the Items tab.

Spaces

The Spaces section contains the following items:

  • Holding - Any optional bookings associated with this reservation.
  • Confirmed - Any confirmed bookings associated with this reservation
  • Canceled - Any canceled bookings that are associated with this reservation. Once a reservation is canceled, it cannot be restored.

Beneath each of these headings, each individual reservation will appear with the following details:

  • Dates of stay - Date of arrival - date of departure
  • Customer name - Name associated with customer's profile
  • Space number button - The space assigned to the reservation; click this number to change the assigned space. Select the new space from a drop-down list of all other spaces at the property, organized by category with occupation status, housekeeping status, and room features in parentheses. If you have a group with multiple bookings, select them all to assign multiple rooms at once. Select None to move this booking to an overbooking slot, which will cause the button to turn blue and be labeled Assign, so that you can assign a room for the reservation later.
    • Housekeeping status badge - Badge will display the current room status in its appropriate action color
    • Make inspected - Click this button to change housekeeping status from any other status to Inspected. Rooms must be inspected before any reservation can be checked-in.
    • Cut key - If you have a door lock integration set up, this button will appear under the Spaces section. Once you have checked in a booking, you can click Cut key to create a key for that room. From the drop-down menu, select the number of keys you would like to create (for example: if there are two people booked to a single space, you will be presented with the option to create either one or two keys), as well as the key cutter machine you wish to use. Please note that this button is only clickable after the booking is checked-in.

Confirmation

If you are in the Reservation module of an optional reservation, you will see Confirmation nder the Spaces section. If you have selected any non-optional reservation, this section will not be visible.

  • Send confirmation e-mail - Select this box if you'd like the customer to receive a confirmation e-mail. This e-mail will automatically be sent the moment that you click the Confirm button.
  • Confirm - Please note that this button will not appear if you have selected any non-optional reservations; confirm multiple bookings simultaneously by selecting them all before clicking Confirm .

Cancellation

You can cancel reservations in the last section of the State screen, labeled Cancellation. If there are multiple connected reservations, you can cancel one reservation individually or select multiple to delete at once.

First, you must check that you've selected only the reservations that you'd like to cancel on the right-hand side of the Reservation module. Once a reservation has been canceled, it cannot be restored.

You will see the following items in this section:

  • Reason - Please note that this is a required field
    • Other - None of these options accurately describe the reason; please note that it is then required to specify the reason in the open-text-field below
    • Confirmation missed - Customer had an optional booking, but did not confirm by the release date
    • Booked elsewhere - Guest has booked another hotel or destination
    • Force majeure - Guest must cancel their stay due to a force majeure event, such as earthquakes, floods, etc.
    • Guest complaint - Guest complains and then wants to cancel their order
    • No show - Guest did not show up for reservation
    • Price is too high - Guest canceled stay due to the high price
    • Service not available - Property is fully booked or you cannot accommodate guest for any reason property-related
    • Input error - Booking was input by error
    • Invalid payment - Payment details provided by the guest were not valid
    • Travel agency - Agency cancels and does not provide a further reason
    • Requested by guest - Cancellation directly by guest with no further reason provided
  • Details - Please note that this is a required field
  • Apply cancellation fee - The system will automatically recognize the cancellation policies for each rate type, and will add it as an item on the customer's billing page. For more information, please see the Cancellation Policies page.
  • Send e-mail - Send a cancellation confirmation e-mail to the guest at the moment that you click the Cancel button

Finally, when all fields are correct, click the Cancel button and await the green success message.

Mews clues

  • Reservations that are currently in house cannot be canceled. If a guest needs to leave early, you must shorten the reservation and proceed with the checkout process.
  • If a reservation must be canceled, you must do this within the editable history window; you cannot edit reservations outside of this time frame.
  • When you cancel a reservation with a closed bill, the system automatically rebates that bill. When canceling a future reservation, the consumption date of bill items after cancellation will be set to the date and time that the items were rebated.

Status

In the State screen you are able to manage the current status of the reservation. The system knows the following statuses:

  • Optional - Booking is not yet confirmed but is blocking availability and space on the timeline. If a booking is still optional, revenue is not yet recorded in any reports. If optional bookings are canceled, no cancellation fees will be charged to the customer. All optional bookings have a release date assigned, indicating the customer's deadline to confirm the booking. On the date of release, the booking will be highlighted in the Reservation Overview and the space block will change from grey to orange on the timeline, indicating that urgent action is required. At this time, the property may cancel the booking manually, contact the customer to extend the release date, or leave the booking as it is. Within your stay settings, if you have selected to Enable automatic option cancellation, the system will automatically release unconfirmed bookings 24 hours past that chosen release date to free up inventory at your property. For optional bookings that have not yet been confirmed, properties can also navigate to their stay settings and select Enable automatic release reminder e-mail, which will send a reminder to the customer 24 hours before the release date.
  • Confirmed - Confirmed reservations are often paid in full at the time of booking. Bookings that are confirmed will display on the timeline and have revenue assigned. If canceled, customers are usually subject to cancellation fees, according to the selected rate type.
  • Canceled - Canceled bookings will be removed from the timeline, and depending on the rate, they are often subject to cancellation fees according to the selected rate. Waive cancellation fees by deselecting the Apply cancellation fee option before clicking Cancel
  • Checked-out: All bookings that have completed their stay will have the status "Checked-Out". Once a booking is checked-out, you can no longer check it back in.
  • Checked-in: A booking that is currently in-house will be considered "Checked-In"

Please note that the default release date is calculated using the midpoint between reservation creation time and the arrival time. In case of group bookings with multiple arrival times, the system will use the closest start time for calculation. If there is an odd number of days or hours, time will be rounded down.

Confirmed

  • If a booking is on OPTIONAL state, you can confirm bookings directly from this screen. It will change the status to "Confirmed" and post the revenue on the customer bill. Next to the confirmation box you are also able to send a confirmation to another person who is not assigned to the booking. Type the e-mail in the box and he/she will receive the confirmation e-mail with a summary of all the bookings that are selected.

Checked in

  • Once you have assigned an inspected room, you can select the button “Check-In.” Note that the check-in button will only appear if you have selected a booking(s) that is on arrival today. It will check in all bookings that were selected, allowing you to check-in multiple bookings at the same time. If a booking is due to arrive today, there is also a "print" button next to it, allowing you to instantly print the registration card of the guest, if your country still requires physical signatures on the registration cards.

Checked out

  • On the day of departure for the booking(s) selected, a new button will appear called "Check-Out.” The system will only allow you to check-out a guest for whom all open bills and unsettled items have been paid with a balance on zero. Should you wish to check-out a customer with an open balance (as he may pay it later), select the "Check-Out with Open Bill" and fill in the reason. This room will then be transferred to the Guest Ledger in red, where the payment will need to be resolved as soon as possible.

Check-in

Once you have identified the booking, select the “Check In” button on the booking screen. This button only appears on the day of arrival. It will open the "Booking Management" screen in the tab "State" where you can perform the following steps.

  1. Verify all booking details with the customer, which includes the arrival and departure date, room-type, rate and number of people. Also inform the guest whether the booking was prepaid or not. Once verified, check with the guest how he/she would like to guarantee payment for the booking and any possible incidental charges.
  2. Take preauthorization or deposit from the guest for the amount agreed. Once the money has been accepted, process this in the system by selecting either the “Preauthorization” or “Deposit” button, which will allow you to post the amount directly in the system.
  3. Check that the pre-assigned room is inspected. If it is not, check if there is another room of the same type that is available and inspected. This can be spotted quickly from the dropdown menu. If no room is available ensure you assign an available (dirty or clean) room and contact housekeeping to get the room cleaned.
  4. Once an inspected room is assigned, you can press “Check-in,” and the room is checked in. It will be locked, so that it cannot be moved in the system.

Mews clues

It is not possible to undo check-in outside of the editable history window

Group check-in

If you have multiple bookings that are part of the same group, you can navigate to the State tab and select all eligible bookings on the right side and then click the Check in button to check them in simultaneously.

Mews clues

If you send the confirmation email to a custom email address, the recipient will not be able to gain automatic access to their profile through the online check-in link without first signing in. To avoid this, please be sure that guests use the primary email address on their customer profile.

Continuing

Checking in a continuing reservation can be quite challenging.

  • First, you will want to ensure that the same room number has been allocated for the continuing booking, so that the guest will not be required to move. Ensure that this is done at the booking stage, as it may be harder to move bookings around on the day of arrival. Always lock your booking, so that no one can move the room.
  • Check-out the current booking. The booking that is currently checked-in will have to be checked out. You can check it out by ticking the box "Check Out with Open Balance,” and it will leave the charges unpaid on the guest profile.
  • Lastly, you can check in the new reservation, and once this is done, you will see that all the charges from the first booking are automatically transferred to this bill.

Check out

Once you have identified the booking, select the Check Out button on the booking screen. This button only appears on the booking on the day of departure or for bookings with a missed departure.

In case of error, users can undo checkout within your property's editable history window. Go to the State tab of the Reservation Module, and in the Undo checkout section enter a reason and click the Undo button to complete checkout later.

Balances

If the balance is zero, you can immediately check-out the reservation by clicking the “Check Out” button, and the customer is ready to leave. If the balance is not zero, click on the billing button, and you will be taken to the payment screen. To understand how to settle the balance, please refer to the section “Payment Screen” in this manual. Once the balance is settled, you can return to the check-out screen and check the room out.

Note if you need to check out a guest even though they have not yet settled the bill (for example for a continue-ing booking) this is possible, Next to the "Check-out" button, simply click "Check-out with Open Bill", provide a reason, and the reservation will be checked out. The bill will appear in the Guest Ledger, so that you can follow up on the payment.

Once the room is checked-out in the system, it will automatically turn "dirty" in the system so that housekeeping is informed that it requires cleaning.

Suggest Edits

Properties

 

In the Reservation Module, go to the Properties tab to edit reservation details. Be sure to only select the reservations you want to amend.

Arrival and departure

If you select multiple reservations with the same arrival and departure dates, the system will pre-fill the date fields with the correct dates. If you select reservations with different dates, it will not be able to pre-fill these fields.

This section contains the following fields:

  • Arrival - Date and time of arrival.
  • Departure - Date and time of departure.

Select new dates or times to shorten or lengthen a reservation.

You can also select Apply cancellation fee to ensure that the customer is charged a fee when the reservation is shortened. If you chose to apply cancellation fees by default in your stay settings, this box will be preselected automatically.

Click OK to update the reservation details and/or apply the cancellation fee.

Split reservation

If a guest needs to move to a new space during their stay, you can split their reservation.

Simply select the date and time that the guest will begin their stay in the new space and click OK. The system will automatically shorten the existing reservation and create a new one for the guest, including all details from the original reservation, a new space assignment, and an entirely new confirmation number. It will also group the two reservations together, so you can view them simultaneously in the Reservation module.

The selected date and time – or “split moment” – will become the end time for the original reservation and the start time for the new reservation. Please note that you cannot select a split moment to occur on the day of arrival or departure, so splitting a one-night reservation is not possible.

Mews clues

This feature will not work if you have already closed a bill with stay products on it. For this reason, Mews recommends that you always keep bills open until departure or use deposits.

If you need to split a reservation after a closing a bill with stay products, you must:

  1. Rebate the products.
  2. Split the reservation.
  3. Manually re-post products.

Segment

You can select whether the Business Segment of the booking. The hotel can set up different business segments themselves in the configuration (under the rates section in "services").

Origin

Select the source of business for further statistics and analysis.

  • In person - Customer physically entered the property to make a reservation on-site or requested a stay extension which required a new reservation (for example, if they have to change room for the remainder of their stay).
  • Channel - Manually created reservations received via a third party channel (for example Travel Agencies).
  • Telephone - Customer called the property to create the reservation.
  • E-mail - Customer sent an e-mail to create the reservation.
  • Website - Customer made the reservation directly through your property's website.
  • Message - Customer sent a direct message to property with reservation information.

Space category

If you would like to change the booked space category to a higher or lower category in the system, you can select the new space category here. When you make this change, you need to decide whether you would like to keep the old price or whether you would like the system to re-price it against the pricing set in the system (for those specific dates and the new space type).

Adults and children

If the occupancy of the room has changed, you can select here the new number of people occupying the room. If you tick the box "Keep Old Price," it will keep the base price the same. Please note that the only thing the system will add or subtract is the cost of the per-person-per-night items within the booking (such as breakfast cost).

Company

Add an existing company to a booking to track the company production in reports. It also opens up the possibility in billing to open a bill to the company name/address.

Travel agency

If you wish to add an existing travel agent to the booking, this will allow you to track the travel agent production in reports. It also opens up the possibility in the billing to open a bill to the travel agent/address.

Travel agency number

This field will only appear when a travel agency is attached to the booking. If a travel agency was not attached to the booking during the reservation creation, you must add the appropriate TA using the field above and click OK to generate the Travel agency number field.

In this field, enter the confirmation number from the TA and click OK to save. This number will then be displayed on invoices and in reservation details.

Mews clues

If you'd like to remove a company, travel agency, or travel agency number from a reservation, simply leave the field blank and clickOK. The information will be removed from the reservation simple detail.

Notes

Add or delete notes on a reservation. To add a new note, enter you message in the box and click OK. Your note will be saved a labeled with the time of its creation. Each time you save a note, a new field will appear, so you can add multiple notes on one reservation.

Group reservation notes

Select one reservation to add a note specifically for that reservation, or select multiple reservations in the group to add a shared note. Shared notes appear below each reservation that was selected at the time of the note's creation, along with any notes that are specific to the selected reservation.

You can edit shared notes for individual reservations. For example, if three reservations in a group share a note and you wish to edit that note for two of the reservations: select the reservations that you want to edit the note for, change the text in the Notes box, and click OK. The note will remain shared for the two reservations it was edited for, but it will no longer be shared with the third reservation.

Group name

Assign a group name to the booking, enabling you to quickly (through the search box) find all bookings related to the group name. Each booking is automatically assigned a group name which is constructed from the arrival date and the guest name. Note that group names should not contain spaces, allowing you to search for groups via the search box.

Merge group

If you wish to add reservations to an existing group, you can use this option. Follow these steps:

  1. Make the additional bookings manually.
  2. Assign the new booking(s) to the same group name.
  3. Merge the groups.

Mews clues

You cannot merge group reservations created via channel manager because channel managers use group number to identify group reservations for modification or cancellation.

Add an existing customer

If you would like to manage the customers staying in the physical room, you can assign a customer with an existing customer profile. Type his name to find the profile and add it to the booking.

Add a new customer

If the customer you are trying to add to the booking does not have an existing profile in the system, you can quickly generate a new profile. The only required detail is the last name of the customer. Once you have added a customer to the booking, in the booking details you will see a list of all customers assigned to the booking. You have to always ensure that 1 customer is made the owner of the booking because this will ensure that there is 1 main person displayed on the timeline and in the arrivals report. For example, if a room is booked for 2 persons, and you are trying to assign a 3rd person to this room, the system will not allow it. You have to press the "<" arrow to move 1 person out of the booking into the list of "Unassigned Companions.”

Note: all companions assigned to the group (even if they are in the "unassigned companions" section) will be connected, and if you enter the bill of one of the group members, you will be able to see all items on the group bill for all companions of the group. To remove a member from a group, press the "X" next to their name, and they will be removed from the group and group-billing details.

 

Rate

When you select this box, it will offer you all available rate types in the system, and you can change the rate type (which will impact the cancellation conditions on the booking). It will also automatically recalculate the value of the booking based on the new rate type assigned. If you wish to keep the same rate value, tick the "Keep Old Rate" box.

Set average night cost

If you wish to amend the average night rate, type the new value and select the currency.

All rate changes require a reason to be completed in order to notify management of the change.

Relative adjustment

To give a relative discount, type the discount percentage and complete the reason for the discount. Note that as this is a relative adjustment field, in order to give a discount, you have to make the amount negative, for example a 10% discount should be input as -10%.

Per night pricing

First select the currency of the rate. Secondly for each night of the accommodation you can set a custom price that you have negotiated. In the last box, provide a reason for the reprice. Note that you cannot set a price that is negative. If you set the price to a value below the value of the products, it will set the value of the products (such as breakfast, etc) to 0.

In this tab you will see a list of all the items that have been ordered by or for the guest related to the booking. First you will see the accommodation nights. Secondly you will see a list of product orders (such as breakfast, parking, etc.). You can select each posted product to see more details about the creator, time of creation, etc. If the product has not yet been consumed, you will still be able to cancel the item from the bill.

Nights

You can quickly see each accommodation night and its value. But more importantly you can see on whose bill the accommodation was posted, so when you move the accommodation to someone else's bill, this is a quick way to find out where it was moved to.

Additional expenses

When the booking is canceled and you post cancellation fees, you can quickly see that in this overview

New deposit

This is a feature that is specifically for hotels that operate in a country where tax is paid when money is received, not when revenue is consumed (for example Czech Republic, Germany, Denmark). This feature allows for a correct taxation of the revenue. For example:

  1. A non-refundable booking is made for next month.
  2. You take payment today (as its non-refundable), which means you should pay VAT also today. However as the revenue is only posted next month, we have built a 3rd step.
  3. You select the deposit option, which allows you to post a deposit (revenue correction). You can select the amount you would like to post, and the currency and VAT. Once posted, the system posts 1 revenue item called "deposit" which should be closed against the payment you received today, allowing you to close the bill of these 2 items. The system will also post a second "deposit" item (with a consumption date, one month from today) which will balance out the future accommodation revenue and set the bill balance to 0, this bill should be closed on the day of departure.

Product orders

An overview of all the products that are linked to the accommodation part of the booking (such as city tax or breakfast). If you are handling a future stay, you can quickly cancel products from the reservation by clicking Cancel.

Add product

If you created a reservation and forgot to include a product (such as city tax or breakfast), you can add the product from the Reservation module. It is also possible to specify the date of consumption for products that are not charged per night (including per person per night), but the specified date must fall within your Accounting EHW. If you do not specify the date of consumption, the system will automatically set it to the reservation's date of departure.

Please note that when you add a product, it will increase the total price of the accommodation.

 

From the Mailing tab of the reservation module, you are able to manually resend e-mails to your customers. All e-mails will be sent to the customer's registered e-mail address by default, or you can choose to send them to a custom e-mail address instead.

Resend e-mail

Depending on the current state of the reservation, you can resend the following types of e-mail:

  • Cancellation - If the booking is canceled, you can send the customer a confirmation of his/her cancellation.
  • Confirmation - Resend a confirmation e-mail including all booking details.
  • Quotation - Available only for optional bookings, this e-mail includes a price quotation, booking details, and release date.
  • Invitation to online check-in - If you would like the customer to fill in their credit card details, this e-mail will confirm booking details and will include a link where they can check in online.
  • Release date reminder - If an optional booking is close to its release date, you can manually trigger an e-mail that will prompt them to confirm their booking before that date.
  • After start e-mail - Resend a welcome message to your guests after they have arrived and completed check-in.
  • After end e-mail - Resend a farewell message to your guests after they have departed and completed checkout.

For more information about e-mails in Mews Commander, see Mail templates.

Below, you will see two additional fields that are optional to complete:

  • Language - It is possible to send an e-mail in multiple languages, but it's important that you have created templates for each language that you would like to have available. If this field is not specified, the system will send the e-mail in the Default property language. If your default property language is not determined and there are no e-mail templates available, the e-mail will be sent in English by default.
  • Custom e-mail - Use this field to specify an e-mail address that is different from the address listed in the customer's profile. This field is optional, and by default, all e-mails will be sent to the primary e-mail address of the customer.

Mews clues

Emails will only be resent to the owner of the reservation. If you would like to resend emails to any companions on the booking, you must manually enter their email addresses in the Custom email field.

Suggest Edits

Action log

 

In the Action Log tab, you can view changes that have been made to a reservation since its creation.

Reservation change types

The following system events (actions) are logged:

  • Canceled - The reservation has been canceled.
  • Checked in - The guest has checked in.
  • Checked out - The guest has checked out.
  • Check-in undone - The check-in process has been reversed.
  • Confirmed - A reservation previously marked as optional has been changed to confirmed.
  • Created - A new reservation has been made.
  • Discounted - A discount has been applied to the reservation.
  • End changed - The end date of the reservation has been changed.
  • Locked - The reservation has been locked, and some features cannot be changed until it is unlocked again (i.e. changing the assigned space for the reservation).
  • Origin changed - The origin of the reservation has been changed (e.g. channel or email).
  • Owner changed - The reservation owner has changed.
  • Partner company changed - The existing company associated with the reservation has been added or changed.
  • Person count changed - The number of guests included in the reservation has changed.
  • Product orders added - A product (e.g. drinks or internet) has been ordered and added to the reservation.
  • Product orders removed - A product has been removed from the reservation.
  • Rate changed - The rate charged for the reservation has been changed.
  • Repriced - The total amount due for the reservation has been changed.
  • Requested category changed - The space category has been changed.
  • Space changed - The room for the reservation has been changed.
  • Start changed - The start date of the reservation has been changed.
  • Travel agency changed - The travel agency associated with the reservation has been added or changed.
  • Unlocked - The reservation has been unlocked, providing unrestricted access to room changes.

Action Log entries

Depending on the type of action, an Action Log entry can include any of the following information:

Employee who performed action > Reservation number (reservation details)
Date and time of action

Nature of action (specific information).
Reason for action.

Any Action Log entry that appears in the Reservation module can also be found in the Action Log Report.

 

Overview

The first section of this tab includes a table with a per night view of the amount and types of spaces booked by the customer with the following details:

  • Date
  • Guest count per room category
  • Total spaces
  • Total persons

Room list

To see a complete list of customers and the room which they are assigned to, this is a great report to print. Each line displays the following items:

  • Room number
  • Customer
    • Profile icon
    • Billing icon
    • Customer classification
 

The timeline is the graphical display of all bookings in a selected time period, organized primarily by room type and secondly by room number within that room type. Within the timeline, you can zoom in and out to view more or less data. This is useful not only to display a greater number of bookings simultaneously, but also to optimize usage on mobile devices.

Below, you can find a detailed description of all features, filters, and data available within the timeline and how to best use them.

Reservation colors

  • Blue - Reservations that require action today. They are either bookings that need to be checked-in or checked out by the end of today.
  • Black - Reservations that are currently in the hotel and do not require any action within today. They are already checked in and have a check-out date that is on a date later than today.
  • Gray - Reservations that are either in the past or future and do not overlap with today, thus not requiring any action within today. House use bookings are also indicated in grey.
  • Yellow - Reservations that are indicating out of order rooms. Once a room is placed out of order, it is no longer available for sale.
  • Orange - Reservations that require urgent action, such as no shows or options that have expired.
  • Dotted line - Reservations that have not yet been confirmed or reached their release date.

Housekeeping state colors

  • Black - Inspected room
  • Orange - Out of service room
  • Blue - Dirty room
  • Yellow - Out of order room
  • Green - Clean room

Filters

At the top of the timeline you are provided with a few different filters:

  • Arrows - Double arrows will move the timeline forward or back one month. Single arrows will move the timeline forward or back by one week.
  • Today - This button will always take you back to today's date, which will always be highlighted in blue
  • Select date - Use this date-picker to quickly skip to a specific date
  • Select space - Search by the name of your space categories or by room number to view spaces with matching criteria in the drop-down menu
  • House Use Booking - Use the House icon to block spaces for internal use; for more information please see below

House use

House use bookings are used to block spaces for internal use. This feature can be used to create reservations for your property's employees or management. Please note that house use bookings will block spaces from your sales, but will not impact your average rate and occupancy data, as the room is used for internal purposes. For this reason, House use reservations should be used sparingly as to not interfere with your revenue.

To create a house use booking go to the Timeline and click the House button. In a new window, you will see the following fields to complete:

  • Name - Enter a brief description which will be displayed in the reservation block
  • Assigned room - From the drop-down list, select the room that you'd like to book
  • Start - Date and time that house use booking should begin
  • End - Date and time that house use booking should end
  • Notes - Any additional notes or information that you'd like to include

Click Create, and you will be redirected to the timeline where you can see the reservation block.

Mews clues

When a house use booking begins, when it ends, and overnight, the room status will automatically change to Dirty.

Spaces

The far left column in the timeline contains a list of your space categories. As you zoom in and out, you may notice that Short names are often used here as space becomes limited. Within each of these space categories, you will see all corresponding space names or numbers, each with it's own row. If any spaces contain other spaces, you will see that represented as each subsequent space will also be given its own row in the timeline.

All space numbers are clickable and are a direct link to the corresponding space properties page for each. The space properties page for each one contains all details regarding the status of that space. From this screen, you can quickly change the status of the room to Dirty, Clean, Inspected, Out of service, or Out of order. You can also find a summary of any recent Out of order blocks and any recent space state changes. Space numbers are also displayed in the corresponding space status color for easy identification.

Reservations

Bookings appear as blocks on the timeline, which occupy a period of time that corresponds with the length of the booking. The timeline space blocks all accurately represent both arrival and departure times for each booking and are always displayed in the appropriate Mews action color.

Each booking is displayed with the name of the reservation owner in Last name, first name format. If the customer has been assigned any Customer Classifications, you will also see those corresponding icons just after the customer name.

A Face icon may also appear before the name of the customer, which indicates that the reservation is for a female guest who has booked one single bed in a dormitory or multi-bed space. This feature is very useful for hostels that promote all-girl dormitory spaces.

You may also find a Lock icon displayed before the customer name, which is described more fully below.

When you click on any booking, you will see that reservation's Simple detail open automatically in a modal window. From this screen you can select the Manage or 'Group' buttons to open the Reservation module, or use the applicable action button to Check in or Check out that booking. Within the Simple detail, you can click on the icon next to the guest name for a direct link to that customer's profile, where you can manage any of their personal details as needed. For more information, please see our article about Simple detail.

Mews clues

The timeline will automatically attempt to resolve any time conflicts created by arrival and departure times. For example, if the departure time of a booking is after 15:00 while there is another booking arriving in that same space at 14:00, the system will automatically try to reallocate the arriving booking to resolve this issue.

Move

Click, drag, and drop any unlocked reservation blocks to move them across the timeline.You can use this method to update reservations to a higher space category.

Once you have dragged-and-dropped a booking into a higher category, an Upward arrow icon will appear on the reservation block in front of customer name, indicating that the booking was upgraded. Please note that if the booking is not locked after being upgraded, the system may try to move it back down to the originally booked space category for revenue optimization. To prevent this from happening, Mews would recommend that you change space category in the Reservation Module under the Properties tab.

The timeline does not allow downgrading reservations to a lower category using drag and drop, which is helpful for preventing accidental downgrades. If you do wish to downgrade a space category, you must do this manually in the Reservation Module under the Properties tab.

If one unlocked reservation block is moved and then dropped on top of another, the system will automatically try to reassign the booking that was previously in that slot. If there is not another suitable room, that booking will be placed into an overbooking slot. Once a booking is placed into the overbooking slot, they must be manually moved to a suitable room allocation. For more information about overbookings, please see below.

Lock or unlock

When you select a booking on the timeline, all booking information will appear in the Simple detail window on the right. Within this window, you can find a Lock icon, which you can use to lock or unlock this booking from being edited.

Locking the reservation means that the booking can no longer be moved. Locking rooms is primarily used to prevent employees from moving any reservations accidentally. Properties may want to lock a booking for various reasons, for example, a returning guest may have specifically requested their assigned space.

Bookings will only be unlocked by the system automatically in the case that arrival or departure dates are edited. Therefore, please note that after editing these booking details, the user must lock the reservation again to prevent it from being moved.

Overbooking

When new bookings are created, they are automatically allotted to a space on the timeline. If a property has overbooked a category, meaning they've created more bookings than the number of spaces available, the system will automatically create overbooking slots in which it will place the reservation until the property is able to resolve the conflict.

These slots are displayed in red, indicating that urgent action is required, and are used as temporary placeholders for bookings that have not yet been moved to an available space.

You can resolve overbookings by moving the reservation block from the overbooking slot to a vacant space, which will then automatically remove that overbooking slot from the timeline.

Mews clues

You cannot manually place bookings into overbooking slots, as the system is designed to remove these spaces as soon as possible. The only way to close them is by moving bookings into vacancies in your other space categories, even if it may be a higher or lower space category than was originally requested.

Settings

Some stay settings are relevant to the timeline. To view or edit your stay settings, go to Main menu > Settings > Services > Stay.

In the General Settings tab are the following options:

  • Reservation assignment strategy
    • Bottom up - New reservations will be assigned starting with lower room numbers first
    • Top down - New reservations will be assigned starting with higher room numbers first
    • Random - Rooms will be assigned at random, ensuring that all rooms receive the same number of bookings and wear. Please note that if you have a lot of business travelers, we recommend against this setting, as it will spread groups all over the hotel.
  • Availability calculation strategy
    • Diffusive - Overbookings will transfer to your lowest available space category and those numbers would automatically reflect in your availability calculation system-wide
    • Discrete - Prevent overbookings from affecting the vacancy of any space types that were not originally selected
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Checkout report

 

To view the checkout report, click the departures donut. The report is split into two sections:

Reservations available for checkout

In this section you can see all bookings that are due and ready for checkout; if any companions on a booking have balance left to settle on their accounts, that booking will not be listed here. Tick the Select all checkbox to check out multiple reservations at once.

The balance on these bookings will be 0, but many may still have items on the bill that need to be closed. When you press the "Check-out" button, the system does 3 things:

  • Checks out all the rooms.
  • Turns the rooms to "dirty" if they were not already turned to dirty overnight.
  • Closes all items on open bills. Note that if any items have not yet been allocated to a bill during check-in, the system is not able to close those items as it does not know to which bill of the guest to move the items before it closes it.

Reservations not available for checkout

In this section you can see any reservations that are not balanced, or have items in multiple windows that do not balance.

Each booking has an icon that will take you straight into the billing screen of that guest, allowing you to quickly resolve any open payments or billing issues. As long as all items are moved into a bill, you do not need to close the bill. You can simply skip back into the report, and it will refresh and move the items to the section "available for check-out".

Once all bookings have been moved to the "available for check-out" section, you can press "check-out" and the system will process the check-outs.

Suggest Edits

Reservation report

 

The Reservation Report offers the most data and filtering options of any report for analyzing the property's reservation data.

Filters

  • Mode - Select the mode you would like to view the report in. Please note that these two modes display different data columns.
    • Detailed - View individual bookings including all details for a more in-depth analysis.
    • Totals - Summarize information to analyze report data more quickly and generally.
  • Filter - Select one filter option to narrow your results by reservation type:
    • Arrival - All past, current, and future confirmed reservations, sorted by date of arrival.
    • Canceled - All canceled bookings fully within selected time frame, sorted by date of arrival.
    • Confirmed - All confirmed bookings, regardless of current state and sorted by date of confirmation.
    • Covering - Guests in house for the full duration of the selected time period, arriving before start and departing after end.
    • Created - Bookings created within the selected period, sorted by date and time of creation.
    • Departure - All reservations departing within the selected time period, sorted by date of departure.
    • Optional - All optional bookings, sorted by release date.
    • Optional confirmed - All optional bookings that were confirmed, sorted by date of arrival.
    • Overlapping - All reservations arriving, departing, and staying over within the selected period of time, sorted by date of arrival.
    • Stay over - Not arriving nor departing, but staying for at least two nights within selected interval.
    • Staying - Arriving and staying over within selected interval.
    • Updated - All reservations that were updated at some point within the selected time period
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • State - Select any of the options below to filter results by reservation state:
    • Canceled
    • Checked out
    • Checked-in
    • Confirmed
    • Optional
  • Options
    • Include additional expenses - Any additional charges not related to stay or products (e.g. cancellation fees).
    • Include nights - Include night revenue in report results.
    • Include products - Include stay product revenue in report results, displayed in an additional column.
    • Load balances - Include the current open balance of customers, displayed in an additional column.
  • Values
    • Gross - Booking cost including tax.
    • Net - Booking cost alone, excluding tax.
    • Tax - Tax on bookings only.
  • Group by - Choose how you would like results sorted and displayed.
    • Arrival date - Sorted in chronological order.
    • Automatic settlement - View which accounts failed to settle automatically and check for failed payments.
    • Balance - View the outstanding balance on any bills and quickly assess which accounts still need to be settled.
    • Business segment - View results according to the segments defined at your property.
    • Cancellation reason - View according to selected cancellation reasons.
    • Company - View reservations connected to company profiles within your property.
    • Confirmation state - Summaries of both Optional and Confirmed bookings.
    • Creation date - Sorted in chronological order.
    • Credit card - View whether guests have a credit card attached to their customer profile and identify reservations with failed card payments.
    • Customer classification - Sort by customer classifications, defined in the Internals section of the customer profile.
    • Customer nationality - View according to your customers' selected nationality.
    • Departure date - Sorted in chronological order.
    • Group - View group bookings with group name as the section titles; results are also ordered by group size from smallest to largest for easy classification.
    • Mother company - View all reservations connected to mother company profiles within your property, including revenue from all other subordinate companies.
    • Origin - Sort by each different booking origin.
    • Rate - View results according to the rate types defined at your property
    • Rate group - View results according to the rate groups defined at your property.
    • Room - View results for each room number.
    • Room type - View results according to the space types defined at your property.
    • State - View results by current reservation state.
    • Travel agency - View reservations connected with travel agencies defined at your property.
    • Voucher - Sort results according to voucher codes used by customers.
  • Rate - Select a particular rate to see results related to that selection alone.
  • Rate group - Select a particular rate group to see results related to that selection alone.
  • Group name - Enter a group name to only view results connected to that particular group reservation. Please note that you must enter the full group name and number to see results.
  • Type - View only results connected to a particular profile type.
    • Company - Any reservation connected to a company profile; filtering by mother companies will include both child companies and all travel agency contracts that may be connected.
    • Customer - Any reservation connected only to a customer profile.
    • Travel agency - Any reservation connected to a travel agency.
  • Assigned space - Select a particular space to view only reservations that were or are assigned to that space.
  • Requested category - Select a particular space category to view only reservations that requested that space category during the booking process. If a reservation was assigned to a space in a different category than the one requested, it will not appear in the report.
  • Travel agency - Select one particular travel agency to view results connected to that profile; if selecting a travel agency that is a mother company to other travel agencies, please note that the child companies will appear in results.
  • Company - Select one specific company to view results connected to that profile; if selecting a mother company, please note that the child companies will appear in results.
  • Origin - View only bookings of one particular origin.
    • Channel - Manually created reservations received via a third party channel (e.g. OTA, travel agencies, etc.).
    • Channel manager - Reservations received via channel manager automatically.
    • Commander - All reservations manually created in Commander.
    • Connector - Reservations received via Connector.
    • Distributor - All reservations created via Mews Distributor.
    • E-mail - Reservations requested by e-mail.
    • Import - Reservations imported from past property data.
    • In person - Customer physically entered the property to make a reservation on-site or requested a stay extension which required a new reservation (for example, if they have to change room for the remainder of their stay).
    • Telephone - Reservations requested by phone.
    • Website - Reservations made directly via your property's website.

Columns

Detailed mode

The information displayed in the report is always dependent upon which option you choose to filter by (e.g. Arrival, Canceled, Confirmed, etc.).

When you select the Detailed mode filter, the report will display the following columns:

  • Number - Unique reservation number automatically generated by the system and assigned to the booking. All guest confirmations are sent with this number, which can be used directly in the search field to find a specific booking.
  • Reservation status - An icon representing the current reservation status; hover over this icon to see the written form of status.
  • Customer - Name of the reservation owner displayed with classification icons; click on the name for a direct link to that customer's profile; hover over the icons to view the written label for each.
    • Companions - Number of companions (including owner) listed in icon x number format.
  • Created - Date and time that booking was created.
  • Arrival - Date and time of arrival.
  • Departure - Date and time of departure.
  • Space - Assigned space.
  • Space category - Space category listed in its shortened format; hover over the short name to see the full title of any space category. If the data in this column includes an arrow (e.g. SR -> 4BD), the space category of the assigned space is different than the space category that was requested during the booking process.
  • Source - An icon representing the source of the reservation data; hover over this icon to see source details.
  • Rate - Selected rate listed in its shortened format; hover over the short name to see the full title of the assigned rate.
  • Products - Any additional products added to reservation listed in quantity x short name format; hover over the short name to see the full name of any product; in case of stay products, they may be listed in quantity x nights x short name format.
  • Company - Name of company for business travelers or company-related bookings; click on the company name for a direct link to company profile.
  • Travel agency - Name of travel agency for bookings associated with any OTA; click on travel agency name for a direct link to company profile.
  • Commission - Amount of money owed or paid in commission to travel agency.
  • Rate - Average night rate.
  • Total - Total amount due for booking.
  • CC - Credit card icon will appear for customers that have card details in their profile; click this icon to be taken directly to customer billing screen; hover over this icon to view last 4 digits and card type.
  • Notes - Any additional notes on reservation.

Totals mode

The information displayed in the report is always dependent upon which option you choose to filter by (e.g. Arrival, Canceled, Confirmed, etc.).

When you select the Totals mode filter, the report will display the following columns:

  • Commission (estimate) - Total estimated amount of money owed or paid in commission to travel agencies for reservations in a given time period.
  • Nights
    • Optional - Number of nights booked for optional reservations in a given time period.
    • Confirmed - Number of nights booked for confirmed reservations in a given time period.
    • All - Total number of nights booked for reservations in a given time period.
  • Average night rate
    • Optional - Average rate per paid occupied space for optional reservations in a given time period.
    • Confirmed - Average rate per paid occupied space for confirmed reservations in a given time period.
    • All - Average rate per paid occupied space for all reservations in a given time period.
  • Reservations
    • Optional - Number of optional reservations in a given time period.
    • Confirmed - Number of confirmed reservations in a given time period.
    • All - Total number of reservations in a given time period.
  • Total amount
    • Optional - Total amount of money received for optional reservations in a given time period.
    • Confirmed - Total amount of money received for confirmed reservations in a given time period.
    • All - Total amount of money received for all reservations in a given time period.

Mews clues

Due to the large amount of data, we can only display a limited amount on the Reservation Report in Commander. However, when you export the report to Excel, you will see almost all of the related, available information listed for each booking.

Hostels

If you export the report to Excel, we have also added the number of Bed Night columns, where all sold bed nights are added to the report. This is a critical number to the operations of a hostel, as they have a mix of rooms, dorms and beds, and they run performance based on bed occupancy and RevPab numbers.

Practical Use

Travel agency statistics

To view a breakdown of travel agency performance in a given period of time, run the report with the following filters:

  • Mode - Select Totals.
  • Group by - Select Travel agency.

If you have commissions set up for any of your travel agency contracts, you can also see the amount of money owed or paid in commission to each travel agency.

Credit card check

To easily see if any of the automatic charges linked with recently-made reservations have been rejected by the payment gateway, run the report with the following filters applied:

  • Mode - Select Detailed.
  • Filter - Select Created.
  • Start - Select yesterday's date, 12:00 a.m.
  • End - Select yesterday's date, 11:59 p.m.
  • Group by - Select Automatic settlement.

Click OK > View report.

Customer balances

If you want to ensure that all guests who are currently in house or arriving on a specific date have a zero balance, run the report with the following filters applied:

  • Mode - Select Detailed.
  • Filter - To view a detailed report of guests arriving or in house during a specific period of time, select either Arrival or In house.
  • Start - Select a start date and time for the period of time you wish to view.
  • End - Select an end date and time for the period of time you wish to view.
  • Options - Select Load balances to add a Balance column to the report.

Click OK > View report . In the Balance column, you will see the current bill balance for the customer linked to the reservation.

Canceled bookings

Regarding canceled reservations, it is important to check daily that cancellation fees were charged where needed, as well as to see the reasons given for a reservation cancellation. To view a report with this information, select the following filters:

  • Mode - Select Detailed.
  • Filter - To view a detailed report of reservations canceled during a specific period of time, select Canceled.
  • Start - Select a start date and time for the period of time you wish to view. When running this report daily, select yesterday's date, 12:00 a.m.
  • End - Select an end date and time for the period of time you wish to view. When running this report daily, select yesterday's date, 11:59 p.m.

Click OK > View report. To easily see the reasons for cancellation, select and apply the following filter:

  • Group by - Cancellation reason.
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Reservation overview

 

The Reservation Overview report is a quick snapshot of all bookings that are relevant that day. This report always shows the most up-to-date status of the remaining arrivals and departures to ensure that the front office is able to check which guests and reservations require action before the end of the day.

Below you'll find a complete overview of all features and filter options available for this report. The report is divided into five tabs. For the Arrivals, Departures, Stay overs, and In House tabs, reservation cards are used to provide a summary of all booking details for easy reference. Please see our Reservation cards article for more detailed information about what is presented on each card.

Mews clues

If a reservation is made for more than one person, but there is no companion assigned to the booking, the registration card for that companion will print empty. Please ensure you have a guest assigned to the booking to avoid additional transfer of data from the card back into the system.

Arrivals

Arrivals mode is a quick and easy way to view all remaining arrivals for the selected day. You can also check in customers directly from this overview.

Above all reservation cards, you will see the following summary data:

  • Reservations - Number of reservations arriving or that have already arrived
  • Customers - Number of guests arriving today or that have already arrived, including all companions
  • Print registration cards - Print all registration cards for all reservations within each respective section on the selected date

For this section, you can expand the following data filters:

  • Date - Results are displayed by date, representing data starting at 00:00 until 00:00 the next day
  • States - Reservation states
    • Definite - Reservations that have been confirmed by guest and are not refundable
    • Optional - Reservations that have not yet been confirmed by guest
  • Ordering - Select how you would like reservations to be displayed
    • Arrival - Displayed in order of first arrival time to last
    • Customer - Displayed in alphabetical order of customer's surname
    • Departure - Displayed from first departure time to last
    • Room - Lowest room number to highest
    • State - Grouped according to reservation state

When all the correct filters selected, click the View report button and you'll see two sections of Reservation Cards to represent all arriving reservations.

The upper section of Reservation cards represents the reservations that are still due to arrive. These will be marked with a blue Check in button, indicating that action is required.

After reservations have been checked in, they will automatically move to the lower section of Reservation cards, where you will see all reservations that have already arrived that day and been checked in. These will be marked with a grey Manage button, indicating that there is no action required at this time.

Mews clues

By default, during morning hours, the report will always open in the "Departures" mode, as during that time most guest will be departing. In the afternoon, the report will open in "Arrivals" mode, since most arrivals typically occur in the afternoon.

Departures

The Departures mode is a quick and easy way to view all reservations that will be departing for the selected day. You can also check out customers directly from this overview.

Above all reservation cards, you will see the following summary data:

  • Reservations - Number of reservations departing or that have already departed
  • Customers - Number of guests departing or that have already departed, including all companions
  • Print registration cards - Print all registration cards for all reservations within each respective section on the selected date

For this section, you can expand the following data filters:

  • Date - Results are displayed by date, representing data starting at 00:00 until 00:00 on the next day
  • States - Reservation states
    • Definite - Reservations that have been confirmed by guest and are not refundable
    • Optional - Reservations that have not yet been confirmed by guest
  • Ordering - Select how you would like reservations to be displayed
    • Arrival - Displayed in order of first arrival time to last
    • Customer - Displayed in alphabetical order of customer's surname
    • Departure - Displayed from first departure time to last
    • Room - Lowest room number to highest
    • State - Grouped according to reservation state

When all the correct filters selected, click the View report button and you'll see two sections of Reservation Cards to represent all departing reservations.

The upper section of Reservation cards represents the reservations that are departing today but have not checked out yet. These will be marked with a blue Check out button, indicating that action is required. In this section, you can also find reservations that have missed their checkout. These will be marked with an orange Check out button, indicating that urgent action is required.

After reservations have been checked out, they will automatically move to the lower section of Reservation cards, where you will see all reservations that have checked out and left the property earlier that day. These will be marked with a grey Manage button, indicating that there is no action required at this time.

Stay overs

The Stay overs mode is a quick and easy way to view all stay over reservations. Stay overs include all reservations that are not arriving nor departing, but additionally, bookings must be staying for a minimum of two nights total (or a period of 24 hours), and at least one of those nights must be within the selected interval.

For this section, you can expand the following data filters:

  • Reservations - Number of reservations staying over
  • Customers - Number of guests staying over
  • Print registration cards - Print all registration cards for all reservations within each respective section on the selected date

At the top of this section, you will see the following data filters:

  • Start date - Select the start date of report data, beginning at 00:00 on selected day
  • End date - Select the end date of report data, ending at 00:00 on the next day
  • States - Reservation states
    • Definite - Reservations that have been confirmed by guest and are not refundable
    • Optional - Reservations that have not yet been confirmed by guest
  • Ordering - Select how you would like reservations to be displayed
    • Arrival - Displayed in order of first arrival time to last
    • Customer - Displayed in alphabetical order of customer's surname
    • Departure - Displayed from first departure time to last
    • Room - Lowest room number to highest
    • State - Grouped according to reservation state

When all the desired filters are properly selected, click the View report button and you'll see all reservations.

The upper section of cards represents all stay over reservations, which are in the middle of their stay and will be at the property overnight. These will be marked with a grey Manage button, indicating that there is no action required at this time.

Staying

The Staying mode allows you to view all reservations arriving today and staying over for at least one night within the selected interval. You can also check out customers directly from this overview.

For this section, you can expand the following data filters:

  • Reservations - Number of reservations arriving or that have already arrived
  • Customers - Number of guests arriving today or that have already arrived, including all companions
  • Print registration cards - Print all registration cards for all reservations within each respective section on the selected date

At the top of this section, you will see the following data filters:

  • Start date - Select the start date of report data, beginning at 00:00 on selected day
  • End date - Select the end date of report data, ending at 23:59 on selected day
  • States - Reservation states
    • Definite - Reservations that have been confirmed by guest and are not refundable
    • Optional - Reservations that have not yet been confirmed by guest
  • Ordering - Select how you would like reservations to be displayed
    • Arrival - Displayed in order of first arrival time to last
    • Customer - Displayed in alphabetical order of customer's surname
    • Departure - Displayed from first departure time to last
    • Room - Lowest room number to highest
    • State - Grouped according to reservation state

When all the desired filters are properly selected, click the View report button and you'll see two sections of Reservation Cards to represent all departing reservations.

The cards represent all reservations that are currently in house. This includes reservations that have arrived and checked in that day, as well as stay over reservations, which are in the middle of their stay and will be at the property overnight. These will be marked with a grey Manage button, indicating that there is no action required at this time.

Statistics

The Statistics mode allows you to see a complete overview of just the numbers, without any specific reservation data. Use this mode to record or compare reservation numbers according to date. Please note that all totals listed in the statistics results should match the numbers that are visible in each tab.

You can expand and use the following data filters:

  • Start date - Select the start date of report data, beginning at 00:00 on selected day
  • End date - Select the end date of report data, ending at 23:59 on selected day
  • States - Reservation states
    • Definite - Reservations that have been confirmed by guest and are not refundable
    • Optional - Reservations that have not yet been confirmed by guest
  • Type - Select the mode in which you would like to view the data
    • Customers - View according to the total number of customers, including all companions
    • Reservations - View according to total number of reservations

When all the desired filters are properly selected, click the OK button and you'll data displayed in the following columns below:

  • Date - If multiple dates are selected, each date will be displayed with its own line of results
  • Arrivals (Online) - Number of reservation arrivals that day (Number of completed online check-ins)
  • Departures - Number of departures
  • Stay overs - Number of stay overs
  • In house - Number of reservations in house
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Occupancy

 

The Occupancy report is a schematic overview of all room types, the number of rooms in each category and the business-on-the-books for each room-type per day. The overview offers insights into Occupancy, Availability, Average Daily Rate and Rooms Booked and the sales rates.

The report opens up with net rates (exclusive of VAT and exclusive of products such as breakfast). To include the VAT, tick the value filter at the top and run the report again. The report standardly opens a 14 day period starting from today. You can run the report for any length of time. Note that the “Total” column will add up the business for the entire period, not per month.

When you export the report into Excel, it breaks down the results by result group in separate tabs allowing easy manipulation and review of the numbers.

Through the usage of colour, you are quickly able to spot busy dates, which have a darker colour or overbookings, which are highlighted in red.

Filters

  • Space Types - Select the space types which you would like to filter out
  • States - Select whether you would like to display Optional, Confirmed or both types of reservation data
  • Mode
    • Availability - In this mode you are shows per space category the number of spaces available
    • Occupancy - In this mode you see the occupancy percentage per category
  • Rate Mode
    • Average Nightly Rate - To show the average rate sold for that particular night
    • Sales Rate - To show the rate at which you are selling on that specific day
  • Rate - If you selected "Sales rate" in the previous selection, select which rate you would like to display
  • Company/Travel Agent - See the production a particular client has booked at the hotel

Room type overbooking

A reservation system should always prevent room type overbookings, as it leaves guests unhappy, and it does not help revenue management efforts. With faster and more modern reservation systems, room type overbookings occur less and less. However due to allotment commitments and other agreements with partners, it will happen at times that you have to accept bookings when you are already fully booked on a room type.

Only staff members with supervisory "Overbook" rights are allowed to make bookings from the reservations screen when a hotel is fully booked.

Hotel overbooking

Note: even though we have great connections with Channel managers, it might occasionally happen that an overbooking slips through. Unfortunately, as there are a few integrations that are updating themselves, there are always a few minutes time difference between availability openings/closings which might cause that. During a busy booking period two bookings can come in at the same time, while you only have one room available. Unfortunately this is the risk of not managing manually. Notwithstanding that, we see that the Channel manager solutions by far outweigh not having one (time management, occupancy optimisation).

Day use

Some hotels provide an option of booking a room or an other space type not only for overnight stays, but also for a stay during the day.

When a day use lasts until 6 pm or earlier, the reservation does not take the room from the inventory. The room can still be booked for that day's night stay. However, if the day use booking collides with the 6 pm - 12 am interval, it will be considered a night stay and will take the room away from the inventory. When the room is taken rom the inventory, you will be able to see it in the Occupancy report, otherwise, the Occupancy report is not affected by a day use.

Sales

With the Occupancy Report and Rate Management, we have tried to make the life of a revenue manager as easy as possible, as they have a lot of data to analyse. We combine occupancy, rate, availability and competitor rates in 2 easy reports that allow the management of inventory and rates.

We do not currently offer a pickup report, segment by segment, day by day. However, all our reports can be exported to Excel and can be assigned Macros functionality, that would allow to build custom reports as per your requirements.

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Availability

 
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Rate management

 

In the Occupancy section of the Dashboard, click Rate management to go to the Pricing tab of your default rate. Each rate will have three tabs that you can switch between:

  • Detail
  • Pricing

In the Detail tab, you can update or delete a rate. In addition, you can perform actions with the following icons:

  • Make default - Click this icon to make the rate your default rate. Your default rate can be accessed directly from the Dashboard by clicking Rate management. You may only select one default rate.
  • Action log - Click this icon to view information about changes made to this rate during the selected interval.
  • Restrictions - Click this icon to go to view your restrictions for this rate.
  • Delete - Click the Trash icon to delete a rate. Once a rate is deleted, it cannot be restored.

In the Detail tab, you can update the following fields:

  • Name - The full name of a rate, as visible to the customer during the booking process in Mews Distributor.
  • Short name - Create a short name for all the rates, as this will display better in report columns.
  • Ordering - This number determines a rate's position in the list of rates.
  • Price - The base from which all other space types float.
  • Currency - Ensure that you select the correct currency in the base rate, as this will affect the sales currency of the hotel. Once you have set the base rate, it will update all future dates with this rate. The base rate is the sales rate, inclusive of VAT, but exclusive of products (such as breakfast).
  • Tax rate - Select the appropriate tax rate.
  • Empty bed adjustment - Rooms are sold inclusive of VAT and are assumed to be for the base number of people the room can accommodate in regular beds (not taking into account extra beds). If the hotel differentiates its pricing if you, for example, go from double to single, you can fill in the value with which the rate should drop. Note that in order to lower the rate you have to fill in a negative value (for example: -10).
  • Extra bed adjustment - Same as above. The room is assumed to be sold a full capacity of beds, however if you have the possibility to place 1 or more extra beds, in this field you can put the value with how much you would like to charge an extra bed
 

The Pricing tab is also known as the Rate Management screen.

As you're navigating through this screen, click on any price to manage settings. When you click on a rate it will be highlighted with a black border, and you can make changes using the Override window.

Occupancy: we display the occupancy in this screen, which helps making pricing decisions. Occupancy is always displayed in blue colored boxes, and the darker the box, the busier it gets on that specific date.

Competition: we display a number of preset competitors (data comes from Booking.com, lowest rate available)

Base Price

Default rate is the base number often used to help calculate other dependent rates, which excludes all products or additional fees that you may want to add. To set the pricing, there are a number of options

  • Base Price: click on the value next to the Base Price, this will allow you to set a base price for all eternity. Its really important that you ALWAYS set up a base price, if you do not set this up, you may forget it, and it might send future years to channel managers and booking engines with a 0€ rate.
  • Base adjustments: next to each room type, you can select the box, which will allow you to set some adjustments based on the base price you set
    • Base adjustment category: would you like to base your pricing on the base price, or maybe another room category? If you make it dependent on another category, then we will hide the rate from the main screen, collapsed into the rate selected.
    • Absolute adjustment: to make a fixed price adjustment from the Base adjustment category
    • Relative adjustment: to make a relative price adjustment from the Base adjustment category
  • Day-by-day pricing: once you have set the base values, we recommend that you manage your pricing based on the base price, and every time you adjust the base price, all linked room type pricing will follow. However its also possible to manage each room type day-by-day manually by clicking on each individual field and setting the price.
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Reservation cards

 

Reservation cards are a snapshot of all booking details for easy reference. We use reservation cards In several location in the system, such as Reservation Overview and Customer Profile Dashboard.

Each reservation card includes the following details:

  • Reservation owner - Name of the customer that made the reservation
  • Arrival date & time - Date and time that customers are due to arrive at property
  • Departure date & time - Date and time that customers will depart from property
  • Companions - A list of all companions on this reservation. Please note that names are clickable and will lead you to each companion's customer profile.
  • Reservation notes - Any additional notes or information included for that reservation
  • Mews confirmation number - A unique number automatically generated by Mews to reference this booking
  • Channel manager confirmation number - A unique number automatically generated by the channel manager to reference this booking
  • Number of guests - The number of people that are connected with this reservation
  • Reservation state - Current state of reservation
  • Room Assignment - Room number assigned to this booking
  • Room status badge - Current housekeeping status displayed with appropriate action color
  • Quicklinks - These icons are links to redirect to you relevant reservation screens:
    • Profile Billing Screen - Click on this icon to be taken directly to that customer's billing page
    • Timeline - Click on this icon to view this reservation on the timeline
    • Print Registration card - Click on this icon to print the registration card for this booking alone
  • Details button - Click on this button to be taken to the Reservation Module and edit the reservation details
  • Action button - For each reservation, the appropriate action button will appear on that reservation card, displayed in the appropriate action color. Button could be one of the following:
    • Manage - This will appear for past reservations and canceled reservations
    • Check in - This will appear for reservations that will be arriving and that are eligible for check-in. This button will be blue for on-time check-ins or orange for reservations that are past check-in time
    • Check out - This will appear for reservations that will be departing that day and that are eligible for checkout. This button will be blue for on-time checkouts or orange for reservations that are past checkout time.
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Simple detail

 

When you select a reservation from the Timeline, Reservation Overview, or Customer Dashboard, a small window will appear with the following reservation details:

  • Confirmation number
  • Group name
  • Status
  • Arrival time
  • Departure time
  • Segment
  • Companions
  • Average night rate
  • Total amount
  • Requested category
  • Assigned space
  • Rate
  • Origin
  • Creation date

Actions

From this window, you can:

  • Open the customer’s profile.
  • Lock or unlock the reservation. Locking a reservation prohibits users from moving the reservation to a new space without first unlocking the reservation. Please note that this function is only available from the Timeline.
  • Open the Reservation module.
  • Go directly to the Group tab in the Reservation module.
  • Check in or check out a reservation.
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Guests in house

 

The Guests In House Report displays all guests arriving on the selected day and also guests staying at the property for at least one night during the selected interval. This report can be used for emergency purposes, so the default settings will give you a list of all guests currently at your property when you first open this report. Below you'll find a description of all features and filters available in this report.

Filters

  • Start - Select a start date to restrict results to a specific time period
  • End - Select an end date to restrict results to a specific time period
  • States - Results will show only bookings in the selected states
    • Checked out - Reservation is checked out and guest has left the property
    • Checked-in - Customer has completed check-in and is currently staying at property
    • Confirmed - Guest has confirmed their optional reservation
    • Optional - Reservation is still optional and guest has not yet confirmed
  • Display options - Choose which details you would like to display in data results
    • Balance - View preauthorizations and balance including preauthorizations in results
    • Car registration number - View car registration number in results
    • Customer notes - View any additional notes in that customer's profile
    • Products - View any products that the customer may want to purchase with their stay
    • Reservation notes - View any additional notes for the reservation
  • Products - This drop-down menu will include all products available according to your property settings; select the products that you would like to see in the report data
  • Ordering - Choose how you would like your results to be ordered
    • Customer - Order alphabetically by customer's last name
    • Room - Order by room number from lowest to highest

When all of the correct filters have been selected, click OK and View report to see your results.

Reservations

Within the reservations section, the following data will be displayed in columns, with each line representing one booking:

  • Room - Assigned room number; click on this number to view room properties
  • Customer - Customer who created the reservation; click on this name to view that customer's profile
  • Reservation - Date of arrival - date of departure; click on these dates to view this booking in the reservation module; if you choose to display reservation notes, they will be displayed here
  • Companions - Number of companions in this booking, displayed in quantity x profile icon format; the name of each companion will be listed next to quantity; click on these names to view that customer's profile

The following columns will appear in addition to the ones listed above, based on your filter selections. Individual data will be displayed for each companion:

  • Car registration number - If customer has entered a car registration number, it will be displayed here
  • Notes - All guest profile notes
  • Preauthorizations - If customer has any chargeable preauthorizations, the total chargeable amount will be displayed here
  • Balance including preauthorizations - Column will display the total amount owed, disregarding chargeable preauthorization; if customer has a balance to pay, this amount will be highlighted

Space blocks

In addition to reservation data, you can also view information regarding all space blocks within the selected interval. Space blocks are defined as any house use reservation or any Out of Order block placed on a room. Space blocks behave similarly to a reservation in that spaces are removed from inventory for the duration of the block. Space blocks are displayed with the following items:

  • Name - Provided name of block
  • Type - Either House use or Out of Order
    • House use - Occupied by internal use
    • Out of order - Used to mark rooms in need of repair
  • Room - Space number
  • Start - Date and time that block begins
  • End - Date and time that block ends
  • Notes - Any additional notes provided by staff

Practical use

  • In case of emergencies - view a list of all customers currently at the property
  • Credit check - have a quick overview of all balances of guests in house, compared to the amounts preauthorized
  • Breakfast report - a quick list for the breakfast room, to check if guests have breakfast included
  • Valet parking report - show all cars registration, guest names and room numbers
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Action log

 

The Action Log tracks the actions performed by users at your property. The following system events (actions) are logged:

  • Price adjustments
  • Reservation changes
  • Service orders
  • Space category events

Action Log entries

Depending on the type of action, an Action Log entry can include the following information:

Price adjustments

Employee who performed action > Name of rate
Date and time of action

Nature of action (specific information).

Reservation changes

Employee who performed action > Reservation number (reservation details)
Date and time of action

Nature of action (specific information).
Reason for action.

Service orders

Employee who performed action > Service type
Date and time of action

Nature of action.
Reason for action.

Space category event

Employee who performed action > Space category
Date and time of action

Nature of action (specific information).

Click the name of a rate, reservation, service, or space category in an Action Log entry to view it.

Report filters

You can select from the following filter options before you run the Action Log.

  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • Type - Select one of the following actions to view only actions of a specific type, or select All to view all:
    • Price adjustments
    • Reservation changes
    • Service orders
    • Space category event
  • Reservation change type - Select one of the following options to view only actions of a specific reservation change type, or select All to view all. Please note that if you select this option, the Action Log will only display actions related to reservation changes.
    • Canceled - The reservation has been canceled.
    • Checked in - The guest has checked in.
    • Checked out - The guest has checked out.
    • Check-in undone - The check-in process has been reversed.
    • Confirmed - A reservation previously marked as optional has been changed to confirmed.
    • Created - A new reservation has been made.
    • Discounted - A discount has been applied to the reservation.
    • End changed - The end date of the reservation has been changed.
    • Locked - The reservation has been locked, and some features cannot be changed until it is unlocked again (i.e. changing the assigned space for the reservation).
    • Origin changed - The origin of the reservation has been changed (e.g. channel or email).
    • Owner changed - The reservation owner has changed.
    • Partner company changed - The existing company associated with the reservation has been added or changed.
    • Person count changed - The number of guests included in the reservation has changed.
    • Product orders added - A product (e.g. drinks or internet) has been ordered and added to the reservation.
    • Product orders removed - A product has been removed from the reservation.
    • Rate changed - The rate charged for the reservation has been changed.
    • Repriced - The total amount due for the reservation has been changed.
    • Requested category changed - The space category has been changed.
    • Space changed - The space assigned to the reservation has been changed.
    • Start changed - The start date of the reservation has been changed.
    • Travel agency changed - The travel agency associated with the reservation has been added or changed.
    • Unlocked - The reservation has been unlocked, providing unrestricted access to room changes.
  • Employee - Select a specific employee to view only actions performed by that employee.
  • Rate - Select a rate to view only changes made to that specific rate. Please note that if you select this option, the Action Log will only display actions related to price adjustments.
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Space status

 

The Space Status Report can be used by housekeepers and managers to easily track the housekeeping status of all the spaces at your property. A quick visual overview of this report is always visible on the Mews Dashboard. See our Dashboard overview article for a detailed description of the different space statuses in Mews.

Below, you will find a detailed description of all features and filters available on the Space Status Report.

Housekeeping assignment

Within the report header, on the right-hand side, you will find the hand icon, representing one of the most important features available with this report:

  • Hand icon - This icon will allow you to evenly assign spaces in any selected state between the housekeepers that are currently working at your property

When you click on the Hand icon, you will be redirected to the assignment form, where you will see the following options:

  • Employees - Select which employees you'd like to assign to certain spaces. If multiple employees are selected, items will be distributed between them evenly. Please note that each space can only be assigned to one person.
  • State - Selected employees will only be assigned to this particular space state. For a more detailed description of each space state, see Dashboard overview.
    • Clean - Assign employees to clean spaces that need to be inspected.
    • Dirty - Assign employees to dirty spaces that need to be cleaned and inspected.
    • Inspected - Assign employees to already inspected spaces, if needed.
    • Out of order - Assign employees to spaces that need major repair.
    • Out of service - Assign employee to spaces that need minor repair.
  • Space types - Select which space type you'd like to assign employees to. Please note that Bed will automatically be deselected because it can complicate assignments if one employee is assigned to a bed and a different employee is assigned to the space containing the bed.

Mews clues

Placing a space Out of Service will not reduce your availability or affect RevPAR, but placing a space Out of Order will.

Click the OK button when all of the selected options are correct and wait for the green success message.

From here, you will be redirected back to the Space Status Report, where you will see the the selected details. The Group by filter will automatically be pre-filled with 'Assignee' and you will see each employee next to a list of all spaces that they are responsible for cleaning.

Filters

At the top of the report there are several options you can select to narrow down the report:

  • Date - Select a date to restrict results to that day. The date field with automatically be pre-filled with today's date.
  • Group by
    • Assignee - Group spaces by assigned employee
    • Category - Group spaces by space category
    • Floor - Group spaces by floor number
    • State - Group spaces by current state
  • Options - Select any of the following options to include them in the report
    • Display customer notes - Notes from a customer's profile
    • Display products - Stay products that a customer has ordered
    • Display reservation notes - Notes from a reservation
  • Filter - Restrict space results by the type or state of reservation.
    • Arrived - Reservations that have already arrived and completed check-in
    • Arrived or arriving - Reservations that have already arrived that day or will be arriving later that day
    • Arriving - Reservations that will be arriving at some point during the selected date
    • Departed - Reservations that have already completed checkout and departed on that day
    • Departed and arriving - Groups that have already departed with another group arriving the same day in the same space
    • Departed or departing - Those that have already completed checkout and departed and those who will be departing that day
    • Departing - Reservations that will be departing at some point during that selected date, but have not done so yet
    • Departing and arriving - When a group will be departing that day with another group arriving that day in the same space
    • House use - Reservations booked for a member of the hotel staff or being used for a property-related event
    • No arrival nor stay over - Any booking that is not arriving that day nor staying over after having already arrived previously
    • No departure nor stay over - Any booking that is not leaving that day nor staying over after having already arrived previously
    • Out of order - Any space that is blocked from being reserved and taken from inventory because of need for repair or any other reason that would prevent guests from staying in that space
    • Stay over - Any booking of that is staying overnight and has neither arrived that day nor will be departing that day
    • Used - Any space currently being used or that will be used later that day. You'll also see spaces marked Out of Order.
    • Vacant - Any space that is not occupied
    • Vacant or departed - Any space that is not occupied or has had a guest that departed from that space earlier in the day
  • Assignee - Select an employee from the menu to restrict results by spaces assigned to that employee.
  • State - Restrict space results by housekeeping state. For a detailed description of space states, see Dashboard overview.
    • Clean
    • Dirty
    • Inspected
    • Out of order
    • Out of service
  • Floor - Restrict space results by a specific floor.
  • Space category - Restrict space results by space category.

Features

The Space Status Report is organized, by default, as a list of each space within your property ordered by Floor (including spaces, beds, apartments, etc.). Use the Group by filter to change the organization of the report and customize the way that you view your results.

Each space number is followed by a drop-down menu, where you can instantly change the status of any space.

The primary feature is the real time representation of current and upcoming reservations, with the vertical dotted line representing the current time.

Each reservation is displayed with the following information:

  • Date or time of arrival - If arrival is on the same day, time will be displayed, but if arrival is on a different day, date will be displayed.
  • Number of companions - number of guests expected for reservation
  • Customer name - Click on the name of the customer to be taken directly to their Customer Profile.
  • Internals - Any internal indicator icons will be displayed next to the customer's name
  • Date or time of departure - If departure is on the same day, time will be displayed, but if departure is on a different day, date will be displayed.

Using the filters, you can also choose to include:

  • Customer notes - Any additional notes or information on the customer's profile
  • Products - Any products that were included with reservation or added by customer and the quantity of each
  • Reservation notes - Any additional notes or information about that reservation

House use reservations and Out of Order blocks will be displayed with the following details:

  • Start date or time - If start is on the same day, time will be displayed, but if start is on a different day, date will be displayed.
  • Name - Name entered at time of creation. This should be a short description of the problem or reason for reservation.
  • End date or time - If end is on the same day, time will be displayed, but if end is on a different day, date will be displayed.

Furthermore, upcoming events will be displayed with a lightning icon, indicating that guests will be arriving soon and all final arrangements should be completed urgently.

Out of order

Placing a space Out of Order is a serious decision that should only be made by a supervisor. Out of Order spaces are taken out of the central inventory and cannot be sold during the selected period of time, thereby reducing your availability and affecting your RevPAR. Staff should always avoid using this status unless there is no other option.

Set space status to out of order

Click on the number of the space that you want to place Out of Order, then click the Out of order button. You will be redirected to another screen to complete the following fields:

  • Block name - Enter a short description of the problem.
  • Assigned space - This will be pre-selected with the space number you clicked on. You can also select a different space from the drop-down menu.
  • Start - Select the date and time that the OOO block should begin.
  • End - Select the date and time that the OOO block should end and the space will be back in working order. Space status will automatically change to Dirty at this selected end time.
  • Notes - It is important to include the reason why the space has been placed Out of Order to keep your staff informed. You may also include any other additional notes regarding the issue.

Click the Create button. Details about the block will now be listed on the space properties screen. You can edit any of this information by click on the name of the block.

Please note that if a parent space is placed Out of Order, all child spaces within it will also be placed Out of Order for the same block of time.

Settings

Within your Stay settings, properties may choose to enable automatic space status changes for housekeeping's convenience. To view your stay service settings, go to Main menu > Settings > Services > Stay.

Under General settings, go to Options. Under the Visit options field, you can enable any of the following options related to space status:

  • Change inspected to clean overnight – Vacant spaces that have been inspected will automatically change to Clean between 04:00-05:00 every morning. If this option is not selected, space status will remain the same for seven days before automatically being changed to Dirty.
  • Check-in makes room dirty – Space status will automatically change to Dirty when the customer is checked in.
  • Checkout makes room dirty - Space status will automatically change to Dirty when the customer is checked out.

Housekeeping interval

In the General settings, you can set space status to automatically change from clean to dirty after a specified period of vacancy with the Housekeeping interval.

This option is used so that properties can ensure the quality of cleanliness in case there is an unnoticed change within the time that any space is unoccupied.

If Housekeeping interval is set to two days, the space will automatically be changed to dirty after two days. Each unit represents a period of 24 hours, with automatic changes occurring between 04:00-05:00.

Automatic changes

House use and out of order

When a space is reserved for House use or placed Out of order, the user must specify both starting and ending date and time, which will appear as a reserved block that is visible from the Timeline. At the date and time that the block ends, space status will automatically change to Dirty.

Vacant

If a space is vacant and unoccupied for seven consecutive days, space status will automatically change to Dirty due to regulations in Benelux countries. These regulations state that all water sources in the space must be flushed after this time to prevent a potential legionella outbreak.

For this reason, the system will change space status to Dirty (Legionella) to remind housekeeping that they need to flush all water sources (shower, taps, etc.). Spaces will include a note stating Unchanged room.

Before seven days of inactivity, space status will not change automatically unless you've selected the Change inspected to clean overnight option in your stay settings.

Occupied

Each night, the system will automatically change the status of all occupied spaces to Dirty.

Assigned space

When moving a checked-in reservation from one space to another, the status of both spaces will change to Dirty, and include a note stating Reservation change. Please note that if a reservation is already checked in, it must be shortened and checked out. The property must then create a new reservation for the same customer before they can be moved to another space. Enabling the Checkout makes room dirty option in your settings would also be beneficial in this situation.

No shows

In case of no-show reservations and a guest not being checked in, the reservation's assigned space status will no longer change to dirty overnight. This is with the assumption that nobody ever occupied the space and therefore it does not need to be relabeled Dirty.

Mews clues

When a bed within a dorm is included in filtered results, such as departed or departing, the system will show only matching beds, even if the space as a whole would not be included in those same results. If there are beds of another state included in that same space, they will not be displayed.

Housekeeping application

For most properties, the average housekeeping shift starts at 08:00 and ends at 16:00. Therefore, theoretically the spaces are cleaned and inspected in the same order. However using this report, you will find that the bulk of spaces are changed to inspected between 15:00 and 16:00.

This means that the housekeepers do not have the tools to easily and quickly communicate when they've finished cleaning a space. This miscommunication often has an adverse effect on guests, as spaces may be cleaned and ready, but guests are still not able to check-in before their official check-in time.

Mews offers a great housekeeping app, both for iOS and Android, offering your housekeeping department a great tool to optimize their speed at which they inspect spaces in the system.

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Activity report

 

The Activity Report is a great tool to analyze the operations of your property. It is a graphical weekly and hourly display to help recognize your busiest operational hotspots.

This graph displays circles, which represent the number of activities that occur within the time period where they are located. Hover over the circles to see the number of activities that are represented in each.

Tracked activities include check-in, checkout, reservation creations, and room status changes to either clean or inspected. Select a specific activity to see an overview of who completed the highest number of activities. This is one of many great ways to use this report for improved hotel performance.

Filters

  • Filter - Organize results by one of the following types of activity
    • Check-in - completed check-ins
    • Checkout - completed checkouts
    • Reservation created - Confirmed reservations successfully created
    • Room cleaned - Change of room status to cleaned
    • Room inspected - Change of room status to inspected
  • Start - Select a start date to restrict results to a specific time period
  • End - Select an end date to restrict results to a specific time period
  • Origin - Organize results by the source of activity
    • Channel manager - Activities from Channel manager
    • Commander - Activities from Commander
    • Connector - Activities from Connector
    • Distributor - Activities from Distributor
    • Import - Activities from Import
    • Navigator - Activities from Navigator
  • Employee - Use this drop-down list of all your property's employees to select one and see the activities of that individual

Mews clues

It is not possible to see the type of activity that has taken place at each respective time. Even when filtering by a particular employee, activity type will not be visible.

Functionality

Operational hotspots

A member of your management team should be available at all busy and critical operational hotspots. Properties may often have a big arrival or departure on the first day of their week, which frequently falls into the weekend, when all management is off and therefore unavailable.

These hotspots are a critical time to make or break a customer's experience. Use this report to highlight which days and hours are most active at your property. Create your schedule using this report to ensure management is available, breaks are scheduled outside of these windows, and improve your guests' satisfaction by being available when you're most needed.

Booking trends

Often, when guests book at your property, they have already looked at options and availability beforehand, and have now returned to finalize their bookings.

Use this report to check for trends or statistics. Filter your results to see what time or what day of the week your guests are booking your property. If you see a specific trend, use this information to create targeted promotional material.

For example, if you see that a lot of bookings are made on Mondays, you could increase your rates on that evening to drive a little extra revenue.

Housekeeping application

For most properties, the average housekeeping shift starts at 08:00 and ends at 16:00. Therefore, theoretically the rooms are cleaned and inspected in the same order. However using this report, you will find that the bulk of rooms are changed to inspected between 15:00 and 16:00.

This means that the housekeepers do not have the tools to easily and quickly communicate when they've finished cleaning a room. This miscommunication often has an adverse effect on guests, as rooms may be cleaned and ready, but guests are still not able to check-in before their official check-in time.

Mews offers a great housekeeping app, both for iOS and Android, offering your housekeeping department a great tool to optimize their speed at which they inspect rooms in the system.

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Product report

 

The Product Report is a chronological overview of the different package products that are included in the rate. This could be breakfast, half-board, city tax, extra beds, etc. The report always shows the total number of customers in-house on a specific day and how many products were sold in each category.

For example, if the column "Breakfast" shows: 61/75, this means that 61 guests out of the total of 75 guests on that day have breakfast included in their rate.

This report can be used by the kitchen/restaurant to plan ahead for the amount of breakfast/lunches/dinners that are pre-booked. Alternatively housekeeping can use it to track the amount of extra beds that are booked.

Mews clues

Each product has a unique setting, which defines whether it is "consumed after night." Most products such as extra beds, dinners, etc should be set to be consumed before the night posting of the accommodation. However one product that does not follow this logic is breakfast, which is consumed only after the night is posted (logically, you only eat breakfast after you have slept). Should you have such a product, you will see that the number of breakfast skips to one day later, as realistically that is when those breakfasts are being consumed.

 

Cashiers record all cash transactions made in Mews Commander. These include both internal transactions and cash payments on guests' bills. Commander also maintains a full overview of cash income (money coming in) and outcome (money paid out). Cashiers must be set up in your Finance Settings before your property can handle transactions.

At any point, users can view a current shift overview, including the current balance, which should correspond to the actual real-life balance of the cashier.

All cash transactions are recorded in chronological order. Once completed, transactions are organized into shift overviews. Past transactions can be found at any time by searching for the past shift during which it was completed. Each transaction is also accompanied by a unique receipt.

Manage a cashier

To manage your existing cashiers you can access the Cashier page directly via the Finance section of the Dashboard, or go to Main menu > Finance > Cashier.

Here you will find a list of all cashiers set up in your property settings. To manage a cashier, click on the title. Within each cashier page, you can take internal cash transactions, manage shifts, and view previously completed transactions.

Shift overview

When you click on the title of a cashier, you will see an overview of the current shift, with the following details:

  • Currency - All currencies enabled for this cashier in your Finance Settings
  • Starting balance - Amount of money in the cashier at the time the shift was opened
  • Incoming - Amount of money that was received during the shift
  • Outgoing - Starting balance, plus income, and minus remaining balance. This is the amount of money that should be taken from the cashier and given to the accountants at the end of the shift.
  • Balance - Amount of money left in the cashier for the start of the next shift

Transactions

Under the current shift overview, you will also see a list of transactions for that shift. This list will include payments made by customers and petty cash transactions for internal use, e.g. "flowers for reception." You will also find two buttons, labeled + Transaction received and + Transaction paid, for managing your internal, petty cash transactions.

Transactions received

To post small incoming cash payments for internal use, click on the + Transaction received button and complete the following fields:

  • Currency - Select the correct currency of the cash you're receiving from the drop-down list of your property's enabled currencies
  • Value received - The amount of money that you are receiving
  • Notes - Enter the reason for the transaction, e.g. "flowers for reception"

When you have completed all fields, click Save to post the transaction. It will automatically be added to the current list of transactions for that particular cashier.

Mews clues

In order for a transaction to be linked to revenue reports, it must be posted as a cash payment on the Billing Screen of the guests' profile. This ensures that the system will recognize the payment as revenue.

Revenue is evident in the system when you can see two corresponding bill items. The first is the total value of goods, often itemized, and the second is a negative value representing what was paid. These two can be found alongside one another on an open bill and the balance of both items adds up to a value of $0 when a bill is ready to be closed.

If cash is posted directly to the cashier as a transaction received, revenue is not automatically posted against it, so it is therefore considered a simple cash exchange, which do not impact accounting reports.

  • Example 1: If an employee is sent to a shop to buy flowers using money directly from the cashier, it can be entered as a transaction paid and the receipt would be included in the shift overview. In this case only an outgoing payment is posted in the cashier, which will not impact accounting reports.
  • Example 2: If a customer pays for a minibar item in cash, you must to go to their Guest Profile, post the minibar item on an open bill, and then post the cash as a payment, which will appear as a separate transaction on the open bill. In this scenario, both revenue and the payment are posted and will be included in accounting reports.

Transactions paid

To post small outgoing cash payments for internal use, click on the + Transactions paid button and complete the following fields:

  • Currency - Select the correct currency of the cash you're receiving from the drop-down list of your property's enabled currencies
  • Value paid out - The amount of money that you are paying out; please note that it is not necessary to add a minus sign in front of the value because the system will automatically recognize it as a negative value
  • Notes - Enter the reason for the transaction, e.g. "flowers for reception"

When you have completed all fields, click Save to post the transaction. It will automatically be added to the current list of transactions for that particular cashier.

Receipts

After creating an incoming or outgoing cash transaction, a receipt with all relevant data will become available for each transaction. If the receipt was created during the current shift, you can access it within that cashier's page by clicking on the transaction number. If the receipt was created during a past shift, you can use the Past shifts button to search by date, locate the correct shift, view a list of transactions from that day, and then click on the transaction number to view the receipt.

Each receipt will include the following information:

  • Number - An automatically-generated number used for identifying transactions
  • Created - Date and time that transaction was created
  • Issuer - Employee who created the transaction
  • Value - Amount of money posted in the transaction
  • Customer - Name of the customer who paid or received the transaction value. If it was an internal transaction made by an employee, this column will remain blank.
  • Notes - If the transaction was associated with a customer, this column will state whether the transaction is a payment or refund. Currency is displayed here as well. Additional notes can be manually added by an employee at the time that the transaction is created.

Click on the Print icon to print the receipt if necessary.

Open a shift

The first time you open a cashier that has recently been set up, it will open with a balance of zero. Typically, you begin a shift with a minimum opening balance to ensure that you have some change in your drawer for customers who don't pay their bill with an exact amount. To set the opening balance at the beginning of a shift, click the + Transactions received button and fill in the following details about the transaction:

  • Currency - Select the currency you would like to post the transaction in
  • Value received - Post the amount of money received for the starting balance
  • Notes - Include a note describing the initial balance setup

After you have clicked Save, the transaction will be added to the list of transactions below the shift overview, and the cashier will be ready for use.

Close a shift

To close a shift, click on the title of that cashier. At this time, employees should count the money that is physically present in the cashier. This number should match the balance stated in the shift overview. If the balances match, click Close shift to open a new page. Here, you will find the following details regarding the shift:

  • Base value correction
    • Currency - A list of currencies the selected cashier is able to accept
    • Base value (optional) - The amount of money that you would like to leave in the cashier for the beginning of the next shift. You may enter a base value for each currency that your property has chosen to support; however, none are required.
  • Shift overview

When you have completed all relevant fields, click Close shift to be taken to a second screen featuring the following details about the shift:

  • Start - Date and time that the shift was opened
  • Closed - Date and time that the shift was closed
  • Closer - Employee that closed the shift
  • Notes - Any additional notes or information
  • Shift overview - This overview will include your updated balance
    • Currency - List of each enabled currency for this cashier
    • Starting balance - Amount of money in the cashier at the time the shift was opened
    • Income - Amount of money that was received during the shift
    • Outcome - Starting balance, plus income, and minus remaining balance. This is the amount of money that should be taken from the cashier and given to the accountants at the end of the shift.
    • Balance - Amount of money left in the cashier for the start of the next shift
  • Transactions - A list of each transaction that occurred throughout the shift, including base value corrections. For more information, see transactions.

Review past shifts

You can review a past shift by navigating to Cashier page, selecting the cashier you wish to review, and selecting the Past shifts button. Here you will see an overview of every past shift over the last week. To review a shift from further in the past, use the filter options to select the date range you would like to search within and click OK.

Each shift listed features the following details:

  • Start - Date and time that the shift started
  • Closed - Date and time that the shift was closed
  • Closer - Employee that closed the shift
  • Notes - Any additional notes or information
  • Balance per currency - Starting balance minus the remaining balance of that shift for each supported currency

Click on a shift to view more details or reprint a shift report.

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Accounting ledger

 

The Accounting Ledger is an overview of all guest profiles with unpaid/unsettled balances on their accounts.

Below, you'll find an overview of each filter and feature that is visible on this report.

Report filters

  • Mode
    • Detailed - See an itemized list including each individual item on customer accounts.
    • Grouped - See only customer totals.
  • Type
    • General - All guest accounts with open balances including receivable payments (i.e. invoices).
    • Guest ledger - All guest accounts with open balances.
    • Receivables - All accounts with an open or overdue invoice payments.
  • Date - Select a date to view only results from that date.
  • Group by - Indicate in which order you'd like the report variables to appear:
    • Accounting category - View in order of accounting categories used at your property.
    • Consumption date - View in chronological order starting with the oldest charge until the most recent charge.
    • Customer - View all customers who have open balances, appearing in alphabetical order by last name.
    • Service - View report grouped by services ordered.
  • Tax - Please note that a column for tax rate will be included in the Accounting Ledger export.
    • Included - Include tax in report.
    • Excluded - View only revenue, without tax.
  • Options
    • Highlight open payments - Use this filter to highlight any accounts where an open/unsettled payment is posted. Please note that his option is applicable in countries where VAT is paid at the time of settling the bill (Czech Republic, Germany, Denmark, etc.). Open bills with full payments, including deposits, should always be closed.

Report columns

  • Grouped by - The information displayed in this column depends on your selection for the Group by filter. In Detailed mode, accounting items are grouped by one of the following options. Click the + button to expand a group and view more details about individual items.
    • Accounting category
    • Consumption date
    • Customer
    • Service
  • Consumed - Date that item was consumed or posted on customer bill. Please note that information in this column will only be displayed when you run the report in Detailed mode.
  • Closed - Date that item was paid for and closed. This column will usually appear blank. Please note that information in this column will only be displayed when you run the report in Detailed mode.
  • Open past revenue - Items that have been consumed, but are still on an open bill. Please note that guests may have already departed from the hotel (i.e. minibar items that are charged late to guest accounts).
  • Open past payments - All payments made by customer that are still on open bills.
  • Closed future revenue - Items that have not yet been consumed but have already been paid for and closed on the bill prior to arrival (i.e. a non-refundable accommodation payment for a guest staying in the future). Mews would recommend against closing bills prior to departure date, as you are not able to change details of the booking once a bill is closed.
  • Deposit ledger - An overview of all pre-payments (i.e. deposits), against which no consumed revenue has been posted yet.
  • Guest ledger - An overview of all Consumed Revenue for which payment has not yet been received.
  • General ledger - A total sum of the Deposit Ledger and the Guest Ledger. Positive values represent the total amount of revenue that is due to be paid to the property. Negative values represent any amount that should be paid back to the customer.

Mews clues

Each item in the accounting ledger is clickable. Click on any particular item to view the bill on which it was closed.

You may need to edit your accounting categories or service settings to allow for data to appear in more detail.

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Payment report

 

The Payment Report gives an overview of all the payments and rebates made in the selected time period.

Mews clues

The data displayed in the graph at the top of the report depend on your filter selections. The graph is split into three sections: Gateway Payments, Terminal Payments, and Other.

Filters

  • Mode
    • Canceled - Select to view payments canceled during the selected time period.
    • Created - Select to view payments created during the selected time period.
    • Settled - Select to view all payments settled during the selected time period.
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • States - Select the payment state types you wish to view. If your property uses Merchant, this option can be important.
    • Canceled - Payments that were canceled.
    • Charged - Payments that were charged but not yet settled (Merchant).
    • Failed - Payments that failed to charge (Merchant).
    • Pending - Payment charge has been attempted, but approval from the bank is still pending.
    • Settled - Payments that were settled by Merchant and transferred to the property's bank account.
  • Type
    • Payments
    • Refunds
  • Filter - Select the payment types you wish to view.
    • Cash payments - All cash payments during the selected time period. Cash payments are classified as "Other" in the Payment Report graph. Please note that some payments listed in the report may be on open bills if the payment was taken as deposit prior to bill closure.
    • Terminal CC payments - All payments manually posted through an external payment terminal. When this type of manual transaction is made, employees need to manually post the transaction in the system as a "terminal payment."
    • Gateway CC payments - All payments made through Mews Merchant or Adyen.
    • External payments - All payments made using any of the external payment types your property has enabled. External payments are classified as "Other" in the Payment Report graph.
    • Invoice payments - All payments made for issued invoices. Invoice payments are classified as "Other" in the Payment Report graph.
    • Canceled payments - Payments that were canceled before they were settled. Please note that canceled payments are not displayed in the Payment Report graph.
    • Cashier transactions - Internal transactions taken by cashiers at your property. Please note that cashier transactions are not displayed in the Payment Report graph.
  • Credit Cards - To view payments made with specific credit card types, select those types here.
  • Currency - Select a specific currency if you wish to only view payments made in that currency.
  • Employee - To view payments taken by a specific employee, select the name of the employee.
  • Integration - To view payments made through a specific gateway, select the name of the gateway integration..
  • Charge Currency

Data features

Features are split into two sections: Payments and Transactions

Payments

As per the selections that you made under the 'Filter' option above, payments will be displayed as expandable and collapsible lines, grouped by payment type. Cash payments will be listed with a separate line for each currency. To view the payments made for each type, click the + button, and you will see each payment item listed with the following details:

  • Customer - Click on the customer name to be taken directly to the customer module.
  • Created - Date and time that payment was made, plus employee who created the transaction
  • Bill - Click on this bill number to be taken directly to the closed document.
  • Credit card - For card payments, card type and last 4 digits will be listed here
  • Payment terminal - If the payment was taken via terminal, the terminal used will be listed here.
  • Identifier - Unique identifier provided by the payment integration
  • State - States as described above will be visible here. You can hover over the state badge for more information. This field is only applicable to Gateway card payments
  • Payment - Sum received will be displayed here.
  • Refund - Sum paid out will be displayed here
  • Value - Total amount either given or received

Please note that payment and refund fields should not be used together, so either one or the other should be filled in, with the other left blank.

Transactions

This sections includes details regarding all cash payments made within the specified time frame, including all currencies. Each cash transaction is listed with the following details:

  • Cashier - Name of cashier used for transaction
  • Number - Transaction number, generated by Mews
  • Customer - Name of customer who made the payment
  • Created - Date and time that payment was made
  • Bill - Click on this bill number to be taken directly to the closed document.
  • Notes - This will list the type of payment, including currency and any additionally added notes
  • Value - Total amount received or paid, including currency symbols

Mews clues

Mews would recommend that each employee posting payments should print the report at the end of their shift by choosing their name from the Employee filter. Employees should ensure they have the proper backup, receipts, and bill copies for each single payment taken. These should be double-checked and countersigned by another team member. Once complete, we recommend these be handed over to the accounting department.

As part of the report, you see a column, which is highlighting the "rebates", which is important to keep record of, since your accounting team may need to approve all refunds given. At the top of the report, you can select to see only refunds using the Type filter.

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Accounting report

 

Mews clues

The data displayed at the top of the report depends on your filter selections. Total revenue is calculated by adding the total amounts from the Revenue section and the Outlets section of the report; Payments shows the total amount paid to your property.

The Accounting Report is an overview of all revenue posted in Mews Commander, which is divided and displayed by accounting categories. This report can be used to analyze your property's revenue and payments.

Below, you'll find an overview of each filter and feature that is visible on this report.

Filters

  • Type
    • Closed - View all revenue for bill items that have been completely processed in the selected time period.
    • Consumed - View all revenue for bill items consumed in the selected time period. This may include items on open bills.
    • Created - View all revenue for bill items created in the selected time period. This may include items on open bills.
  • Mode
    • Detailed - View each individual revenue item grouped by type.
    • Grouped - View revenue item totals grouped by category.
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • Group by - Indicates the order in which you'd like the report variables to appear.
    • Accounting category - Group by accounting categories used at your property.
    • Accounting category classification - Group by accounting category classification.
    • Bill - Group by bills assigned to customers, companies, and those unassigned.
    • Creator - Group by the person who posted the items.
    • Date - Group by date.
    • Group - Group reservations sorted by group name.
    • Order - Group by each order.
    • Service - Group by service and subsequent products of each.
    • Service order origin - Group by the origin of each booking.
    • Tax identifier - Group by the tax ID attached to a bill or invoice.
    • Tax rate - Group by each available tax rate.
  • Assignee - View bill items assigned to company or customer.
    • Company - View a line data representing each company.
    • Customer - View a line of data representing each customer.
  • Bill Counter - Select a bill counter from the drop-down menu to see only bills and invoices closed through there.
  • Company - View only items assigned to one particular company.
  • Service - View only items from one particular service.

The header of the report will always display the selected time period next to the title.

Features

Data in this report is split into three sections: Revenue, Payments, and Outlets.

  • Revenue - All reported revenue during the selected time period.
  • Payments - All payments received during the selected time period.
  • Outlets - All reported revenue from connected outlets during the selected time period.

Each section of the report provides different details about the same revenue.

Revenue

This section of the report includes the following information:

  • Bill item - Click the + button to expand the field and see more information about the item. Each line is organized from general to specific. The information displayed in this column will vary depending on which Group by filter has been selected.
  • Count - Number of items.
  • Tax rate - Tax rate applied to the item.
  • Net - Total, excluding tax.
  • VAT - Value-added tax, excluding the price of the taxed item.
  • Value - Total value of the item (net + VAT).

Payments

This section includes the following information:

  • Payment - Click the + button to expand the field and see more information about the item. Each line is organized from general to specific. The information displayed in this column will vary depending on which Group by filter has been selected.
  • Count - Number of payments for this service.
  • Tax rate - Tax rate applied to the item.
  • Net - Total, excluding tax.
  • VAT - Value-added tax, excluding the price of the taxed item.
  • Value - Total value of the item (net + VAT).

Outlets

This section includes the following information:

  • Type - Click the + button to expand the field and see more information about the item. Each line is organized from general to specific. The information displayed in this column will vary depending on which Group by filter has been selected.
  • Count - Number of items.
  • Tax rate - Tax rate applied to the item.
  • Net - Total, excluding tax.
  • VAT - Value-added tax, excluding the price of the taxed item.
  • Value - Total value of the item (net + VAT).

Mews clues

Most accounting systems are able to import the Accounting Report Excel Extract into their system, which can help track and record revenue, as well as open invoices.

Export this report to Excel to allow accountants to easily see all the revenue according to the filters selected, make necessary corrections, and then import it directly into the accounting program of your choice.

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Bills and invoices

 

The Bills and Invoices Report is an overview of all issued invoices and closed bills. This is a great resource if you need to find a bill after a customer's departure for reprinting or reviewing.

This report is split into two sections for invoices and bills. Invoices are ordered numerically, from lowest number to highest, while bills can be found both numerically and chronologically.

This report is based on the selected interval, which is always displayed as part of the report header, just next to the title. If you know the bill number, you can search by bill number at the top of the screen. Alternatively you can use the date and time pickers to select a specific period during which the bill or invoice was closed and therefore narrow down your search.

Below, you will find an overview of all filters and features available in this report.

Filters

  • Filter
    • Closed - if you only would like to see closed invoices and bills
    • Invoice due date - all invoices that match the due date in the date selected
    • Invoice paid - all invoices that have been paid
  • Start - Select a start date to restrict results to a specific time period
  • End - Select an end date to restrict results to a specific time period
  • State - Choose a filter to see documents in that particular state
    • Closed bill - Only bills that have been closed
    • Overdue invoice - Invoices that are overdue and must be settled urgently
    • Paid invoice - Invoices for which payment has already been received
    • Unpaid invoice - Invoices for which payment has not yet been received
  • Options
    • Load Values - Load the value of bills and invoices, allowing you to quickly see the total amount of outstanding revenue; this option will add two additional columns to the report, labeled Revenue and Receivable value
  • Minimum value - Filter out bills or invoices above a certain value
  • Company - Search for bills and invoices assigned to a particular company
  • Counter - Select a counter from the drop-down menu to see only bills and invoices closed through there

Invoices

Invoices are displayed with the following information:

  • Invoice number - Click on this invoice number to be taken directly to the closed document
  • Customer - Click on the customer name to be taken directly to customer profile
  • Company - Name of company assigned to the invoice.
  • Issued - Date and time that the invoice was issued plus the name of the employee who reviewed and issued the invoice
  • Due date - Date that payment should be received by
  • Paid - If already paid, date and time that payment was received.
  • State - This badge will contain the state of the current transaction, marked with the appropriate Mews action color
    • Unpaid - Invoice has been issued and not paid yet; displayed in blue, indicating that action is required
    • Overdue - Invoice has not paid yet, but it is past due date; displayed in orange, indication that urgent action is required
    • Paid - Invoice has been paid and settled; displayed in black, indicating that no action is required
    • Closed - Issued invoice without tracking enabled
  • Notes - Any additional billing notes that you may want to include
  • Actions
    • Billing Icon - For overdue or unpaid invoices, click on this to go directly to the customer's billing page

If the Load balances option is selected, you will see these two additional columns:

  • Revenue - Total value of this item
  • Receivable value - Outstanding balance to be received

Bills

Bills are displayed with the following information:

  • Bill number - Click on this invoice number to be taken directly to the closed document.
  • Customer - Click on the customer name to be taken directly to customer profile.
  • Company - Company name an tax ID. This column will be blank if the invoice was not assigned to a company.
  • Closed - Date and time that the bill was closed plus the name of the employee who reviewed and closed the bill
  • State - This badge will contain the state of the bill. This should always be marked as 'Closed'
  • Notes - Any additional billing notes that you may want to include
  • Actions - If a billing icon is displayed, click on this to be taken directly to the customer's billing page

If the Load balances option is selected, you will see these two additional columns:

  • Revenue - Total value of this item
  • Receivable value - Outstanding balance to be received

Settings

As an optional feature, properties can choose how they'd like their deposits to be displayed on bills. To do this, go to Main menu > Settings > Property > Finance > Accounting configuration. Under Options, select the following:

  • Receivable tracking enabled - Select this option to track the payments for outstanding invoices and their respective due dates; please note that if this option is not enabled, you cannot view revenue and receivable values in this report

Mews clues

Invoicing must first be enabled as an external payment type for the aforementioned setting to apply. Within your accounting configuration, select Invoice under the Enabled external payment types drop-down.

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Fiscal record report

 

The Fiscal Record Report functions differently depending on your legal environment. To find this report, go to Main menu > Finance > Fiscal record report.

For the French legal environment

For French properties, the system automatically generates fiscal record snapshots on a regular basis. The data included in each snapshot is pulled directly from closed bills and invoices.

Types of snapshots

There are multiple types of snapshots, each of which is issued at different times and for different reasons.

  • Bill snapshot - This snapshot is automatically generated when a bill is closed. It contains all accounting items from that bill.
  • Daily snapshot - This snapshot is automatically generated at 12:00 AM each day. It contains all accounting items from bills closed during the previous day.
  • Monthly snapshot - This snapshot is automatically generated at 12:00 AM on the first of each month. It contains all accounting items from bills closed during the previous month.
  • Yearly snapshot - This snapshot is automatically generated at 12:00 AM on the first of each year. It contains all accounting items from the previous year.
  • Fiscal year snapshot - This snapshot is automatically generated at 12:00 AM on the first day of the fiscal year. It contains all accounting items from the previous fiscal year. Please note that this snapshot will only be generated if you have set up your fiscal year in the accounting configuration for any date other than January 1st.

Report data

The report includes every automatically-generated snapshot issued for your property, along with the following details:

  • Issued - Date and time when the snapshot was automatically generated.
  • Type - Type of snapshot. For more information about snapshot types, see the section above.
  • Bill - Bill that the snapshot is connected to. This information is only included for bill snapshots. Click on the name of a bill to open it.
  • Customer - Name of customer that the bill is assigned to. This information is only included for bill snapshots. Click on a customer’s name to open their customer profile.
  • File - Name of the snapshot file. Click on the file name to download a ZIP file, which contains: 1) a CSV file containing all accounting items from a specific time period or bill; 2) a SIG file containing a PGP signature for the CSV file; 3) a JSON file containing a cumulative tax summary for a give time period or bill; 4) a JSON file containing a cumulative tax summary for the entire accounting history; and 5) a JSON file containing a serialized bill (only included in bill snapshots).
  • Tax summary - Tax summary on a closed bill, including tax rate, net amount, and total amount after tax. This information is only included for bill snapshots.

For all other legal environments

To view items in the Fiscal Record Report, your property must first have a fiscal registry integration set up. This report provides an overview of all fiscal records generated for closed bills. Depending on your legal environment, the report may also include periodical snapshots that summarize data collected by your fiscal registry integration.

Report data

In addition to the fiscal record of every bill closed since the integration was set up, the report also includes the following details:

  • Number - Identifying number of fiscal record. Click on this number to open the fiscal record, which is usually located at the bottom of a closed bill.
  • Created - Date and time the fiscal record was created.
  • Received - Date and time the fiscal record was received.
  • Bill - Closed bill or invoice that the fiscal record is attached to. Click on the name of a bill to open it.
  • Customer - Name of customer that the bill is assigned to. Click on the customer’s name to open their customer profile.
  • Fiscal code - Unique, automatically-generated code used to identify each fiscal record.
  • Sum - Total sum of all charges processed by the fiscal registry integration since it was first set up. The first number includes the newest charge (the number found in the Change column); the second number is the total sum before the change.
  • Tax summary - Tax summary on a closed bill, including tax rate, net amount, and total amount after tax.
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Posting journal

 

The Posting Journal provides an overview of all products that are posted in a given time period, making it easy to check if individual items have been posted correctly. You can also use this report to review rebates.

Report data

Postings are grouped by service. Click the + button to expand a group and view more details about individual postings.

This report is divided into the following columns:

  • Item - Individual item posted to a bill.
  • State - Current state of item. Items in the Posting Journal are either Active or Canceled.
  • Order - Service order that item is attached to.
  • Created - Date and time that the item was created.
  • Customer - Customer whose bill or profile the item was posted to. Click on a customer's name to open their profile.
  • Charges - Amount charged for the item. Collapse a group to view the total amount of all charges in that group.
  • Rebates - Amount that was rebated for the item. Collapse a group to view the total amount of all rebates in that group.
  • Cost - Total cost of item. Collapse a group to view the total cost of all items in that group after rebates.

Report filters

You can select from the following filter options before you run the report:

  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • Type - Select one or both of the options:
    • Charges - Select this option to include items that have charges attached.
    • Rebates - Select this option to include items that have rebates attached.
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Manager report

 

You can use the Manager Report to analyze your property’s performance.

The numbers in this report always match those in the Accounting Report. If you are unsure about any of the figures in the Manager Report, use the Accounting Report in Detailed mode to cross-reference.

Report filters

  • Mode - Select the mode to display results according to:
    • Day - One column for each day, plus totals.
    • Month - One column for each month within the selected time period, plus totals.
    • Month overview - One column for day and one for month. The day column includes data from the last day of the selected interval. The month column includes month-to-date information based on the selected end date. For example, if you select June 29 - July 3, you will only see data from July 1 - July 3.
    • Quarter - One column for each quarter, plus totals.
    • Week - One column for each week, plus totals.
    • Year - One column for each year, plus totals.
    • Year overview - One column for yesterday, one column for month-to-date, and one column for year-to-date.
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • Group by - Select one of the following options to group results by:
    • Accounting category
  • Accounting category classification
  • Service
  • States - Select which reservation states you would like to be included in the results:
    • Confirmed
    • Optional
  • Values
    • Gross - Total, including item value and tax.
    • Net - Total item value, excluding tax.
    • Tax value - Value-added tax, excluding the pride of taxed items.

Report data

Report data is first grouped by accounting category, accounting category classification, or type, depending on which Group by filter is applied. Within each primary group, results are grouped again according to space type. In addition to information about each space type, each primary group includes the following information:

  • Revenue - Total sum of direct night revenues for each space type in the group.
  • Product revenue - Revenue from products linked to the group. For a full breakdown of this revenue, you can use the Accounting Report
  • Additional revenue - Additional revenue for this group, linked to cancellations and rebates.
  • Total revenue - Total sum of revenue, product revenue, and additional revenue for this group.

For each space type at your property, you will see the following information:

  • Occupancy - Percentage of occupied spaces in the selected time period.
  • Available - Number of available spaces in the selected time period.
  • Occupied - Number of occupied spaces in the selected time period.
  • Out of order - Number of spaces marked as out of order in the selected time period. Out of order spaces are not included in the calculation of occupancy or ANR because they are not available for reservation.
  • Night revenue - Revenue linked to this specific space type or any “child” space type. For example, if a bed in a dorm is booked for 10 euros, that revenue will be listed as night revenue for both beds and dorms. However, 10 euros of revenue linked to a dorm reservation will not be listed as night revenue for beds.
  • Revenue per available - The night revenue divided by the number of available spaces of that type.
  • Average night rate - The night revenue divided by the number of occupied spaces of that type.
  • Direct night revenue - Revenue linked directly to the space type that is booked. For example, if a bed in a dorm is booked for 10 euros, that revenue will be listed as direct night revenue for beds. However, the 10 euros will not be listed as direct night revenue for dorms.
  • Customers - Number of in-house guests directly booked to the space type during the selected time period.

At the bottom of the report, you will also see the following information:

  • Total revenue - Total sum of the total revenue for each primary group.

Mews clues

Month-to-date results are all results for the current month, including the current day. For example, if it is the second day of the month, month-to-date results will only include data from the first two days. Similarly, year-to-date results are all results for the current year, including the current day.

Outlets

If you have set up outlets in your settings, you can track all reported revenue and non-revenue from outlets in the Manager Report:

  • Revenue - Direct revenue from inventory sales.
  • Non revenue - Revenue from gratuities (such as tips, service charges, and gift cards).
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Credit card report

 

The Credit Card Report shows all credit cards and preauthorizations created in a specific period. This report can help reception to keep an overview of all live preauthorizations of guests who have departed, and to quickly delete these preauthorizations.

Filters

  • Options
    • Display credit cards - to see all credit cards stored in the selected period
    • Display preauthorizations - to see all preauthorizations made in the selected period
  • Origin - Original source of payment
    • Gateway - Charged via the Mews Merchant (or Adyen direct account)
    • Manual - Cards/preauthorizations charged manually
  • Type - Select any specific card types that you would like to see or 'Deselect all' to see all results
  • Format - Type of card used
    • Physical - A real credit card that is either physically presented or will be presented by the customer at a later date
    • Virtual - A one-time credit card, often created by OTA's to pay for reservations
  • State - Select any states that you would like to see or 'Deselect all' to see all results
    • Canceled - Cards that have had canceled transactions
    • Chargeable - Cards that have chargeable preauthorizations
    • Charged - Cards that have been charged previously
    • Expired - Cards that have expired
  • Start - Select a start date to restrict results to a specific time period
  • End - Select an end date to restrict results to a specific time period

Data features

After you have selected the correct filter options, click OK and then View report'. Each item will be displayed with the following information:

  • Customer - Name in Mews customer profile where the card is registered
  • Type - Here you'll find a list of all card types that are supported by Mews Commander
  • Number - Card number, displayed with only the last 4 digits. Cards run through Adyen will also include the first 6 digits.
  • Name - Name of card holder. This should be written exactly as it is displayed on the card.
  • Expiration date - Date that the card expires and becomes invalid; if the card has an Expired badge, it can no longer be charged.
  • Format - Physical or virtual, as described above.
  • Identifier - Unique number generated by the payment gateway and used to identify that particular card
  • Created - Date and time that card created in system, plus employee who added that card information
  • Notes - Any additional notes regarding that card. If the card information was received via a third party integration, that will be stated here.
  • State - If the card has a Disabled badge, it can no longer be charged.
  • Actions - Click the More Options icon to the right of a credit card to open the Actions menu. You can choose from the following actions:
    • Preauthorization - Select to create a new preauthorization for an existing card or select "New credit card" from the drop-down list to add a new card.
    • Credit card payment - Select to make a payment with an existing credit card or select "New credit card" to make a payment with a different card.
    • Disable - Select to disable, but not delete, the card. It will remain under the Credit cards section with a Disabled badge. Once you've disabled a card, it cannot be re-enabled. Please note that only online chargeable cards can be disabled.
    • Delete - Select to delete the card. It will no longer be listed in Customer Payments or the Credit Card Report. Once you've deleted a card, it will have to be manually added again to be charged.
 

From this section of the Customer Profile, you can select different payment types, manage prepayments, and preauthorizations. Please note that Mews does not store full credit card data. For data security reasons, we store only the last four digits of guests' cards and the card type.

For more detailed information, click on the links below:

Related articles

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Credit cards

 

Mews does not store full credit card data. For data security reasons, we store only the last 4 digits of guests' cards and the card type.

In order to innovate the way payments are taken within the PMS, we use integrations with Adyen and Stripe. These companies allow storage of guest cards directly in the Mews Commander, once a card is stored in the system, this allows direct charging from the PMS, without requiring external credit card machines.

Credit cards

Here, you will see a list of credit cards that the customer has used to make payments. The following information is visible from the payments screen:

  • Type - Credit card type
  • Number - Credit card number. Please note that only the last 4 digits are visible and the rest are marked out with stars. For some cards, you may also see the first 6 digits, but you will never see the full readable card number.
  • Name - Name on card. Please note that since we do not ask for the name, this field will remain blank.
  • Expiration date - Date that the card expires and becomes invalid; if the card has an Expired badge, it can no longer be charged.
  • Format
    • Physical - Card was physically present on the property at the time of transaction.
    • Virtual - Card information was received via telephone or by a third party
  • Identifier - a unique series of letters and numbers assigned to each transaction for easy identification
  • Created - Date and time that transaction was created, plus employee who created the transaction
  • Notes - Any additional notes that may be included with transaction. These cannot be added manually but will automatically be included in case there is any note from the credit card provider.
  • State - If the card has a Disabled badge, it can no longer be charged.
  • Actions - Click the More Options icon to the right of a credit card to open the Actions menu. You can choose from the following actions:
    • Preauthorization - Select to create a new preauthorization for an existing card or select "New credit card" from the drop-down list to add a new card.
    • Credit card payment - Select to make a payment with an existing credit card or select "New credit card" to make a payment with a different card.
    • Disable - Select to disable, but not delete, the card. It will continue to be listed in Customer Payments and the Credit Card Report. Once you've disabled a card, it cannot be re-enabled. Please note that only online chargeable cards can be disabled.
    • Delete - Select to delete the card. It will no longer be listed in Customer Payments or the Credit Card Report. Once you've deleted a card, it will have to be manually added again to be charged.

Add a card

To add a new payment card, click the + Credit card button. You can add a card to be charged online or manually via payment terminal by selecting the appropriate tab.

Add a card to be charged online

To add a card to be charged online via Merchant, Stripe, or Adyen, click the tab labeled either Merchant or Online (depending on your payment providers). Enter the following details:

  • Credit card number - The full 16-digit number is required for this field. Please note that after information has been submitted, only the last 4 digits will be visible.
  • Expiration - Date that the card will expire and become invalid.
  • Format - Select the card format:
    • Physical - Card was physically present on the property at the time of transaction.
    • Virtual - Card information was received via telephone or by a third party.

Add a card to be charged by terminal

To add a card to be charged manually via payment terminal, click the Terminal tab, and enter the following details:

  • Type - Select credit card type from the drop-down list
  • Last 4 digits - The last 4 digits of the card number
  • Cardholder name - Name on card. Please note that since we do not ask for the name, this field will remain blank.
  • Expiration date - Date that the card will expire and become invalid
  • Format
    • Physical - Card was physically present on the property at the time of transaction
    • Virtual - Card information was received via telephone or by a third party

Once you have stored a credit card, you will see an "Identifier" which indicates that the card has been verified by the bank and has now become chargeable through the system

Each card will appear in a list in this credit cards section and will be available as an option when the customer makes any future payments.

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Preauthorizations

 

Preauthorizations are the practice within the banking industry of verifying electronic transactions made with a debit card or credit card. Banks will hold this balance as unavailable until either the merchant charges the transaction (also called settlement) or the hold "falls off," meaning that the balance becomes available again.

Preauthorizations

Here you will find a list of preauthorizations, both past and current. The following information is visible from the payments screen:

  • Credit card - Card type and obfuscated card number revealing only the last 4 digits of the card number.
  • Sequence code - Any additional code used to identify this transaction; please consult with your accounting team for further information.
  • Code - Three-digit CVV code.
  • Identifier - a unique series of letters and numbers assigned to each transaction for easy identification.
  • Expiration - Date that the preauthorization will expire and funds will be released.
  • Created - Date and time that preauthorization was created, plus employee who created the transaction.
  • Notes - Any additional notes or information included for the transaction.
  • State
    • Canceled - When a preauthorization is canceled, the state badge will change to a gray color. Hover over the badge to see the canceled amount, as well as the date and time of cancellation.
    • Chargeable - A successfully created preauthorization that is ready to be charged; this badge is displayed in blue indicating required action.
    • Charged - When a preauthorization is successfully charged, badge will change black and will be labeled 'Charged'. Hover over this badge to see originally preauthorized amount and the charged amount. You will also see this transaction listed in the Payments section, with a matching identifier number.
    • Pending - A preauthorization that has been created but has not been approved by the bank yet.
  • Value - The monetary value of the original preauthorization, including currency.
  • Actions - Click the More Options icon to the right of a card preauthorization to open the Actions menu. You can choose from the following actions:
    • Cancel - Select to cancel a preauthorization. Please note that it may take 3-5 days for the bank to release funds that were being held for this preauthorization.
    • Charge - Select to charge the preauthorized amount. You must confirm the amount that was originally preauthorized, but it is possible to charge only a partial amount from the original value. Once charged, the transaction will appear in the Payments section. You can also click on the + Payment button and select "Charge preauthorization" if there is one that's already chargeable.

Create a preauthorization

To create a new preauthorization, click the + Preauthorization button. You can charge a preauthorization online or manually via payment terminal by selecting the appropriate tab.

Create a preauthorization to be charged online

To create a preauthorization to be charged online via Merchant, Stripe, or Adyen, click the tab labeled either Merchant or Online (depending on your payment providers). If you are using a card that is not on file, you will need to enter the following details:

  • Credit card - Choose from a previously used card already on file or select to add a new card.
  • Credit card number - The full 16-digit number is required for this field. Please note that after information has been submitted, only the last 4 digits will be visible.
  • Expiration - Date that the card will expire and become invalid.
  • Format
    • Physical - Card was physically present on the property at the time of transaction.
    • Virtual - Card information was received via telephone or by a third party.
  • Currency - Select the currency that you'd like to charge. This will be pre-filled with your default currency.
  • Amount - Enter the monetary value of the preauthorization, not including currency symbols.
  • Notes - Include any notes or additional information as necessary.

When all fields are complete, click Create. The preauthorization will be listed in the Payments section and available to be charged at any time.

Create a preauthorization to be charged via terminal

To create a preauthorization to be charged manually via payment terminal, click the Terminal tab. If you are using a card that is not on file, you will need to enter the following details:

  • Credit card - Select New credit card or a previously used card, identified by the card type and first 6 and last 4 digits.
  • Type - Select credit card type from the drop-down list.
  • Last 4 digits - The last 4 digits of the card number.
  • Expiration - Date that the card will expire and become invalid.
  • Name - Full name exactly as it appears on card.
  • Format
    • Physical - Card was physically present on the property at the time of transaction.
    • Virtual - Card information was received via telephone or by a third party.
  • Currency - Select the currency that you'd like to charge. This will be pre-filled with your default currency.
  • Amount - Enter the monetary value of the preauthorization, not including currency symbols.
  • Code - Three-digit CVV code.
  • Receipt Identifier - Include any identifying code produced by the terminal receipt; please consult with your accounting team for further information.
  • Sequence Code - Any additional code used to identify this transaction; please consult with your accounting team for further information.
  • Notes - Include any notes or additional information as necessary.

When all fields are complete, click Create to complete the transaction.

Charge

Once the card information has been submitted, you will see it appear under the preauthorizations section.

To charge the preauthorization, click the More Options icon to the right of it and select Charge. Enter the following details:

  • Preauthorization - Select the option you wish to charge (labeled with preauthorization, card type, obfuscated card number, and original amount).
  • Amount - Pre-filled with originally preauthorized amount. If you would like to charge a different amount than what was originally preauthorized, you may enter that amount here. Please note that you can charge less than the original amount, but you cannot charge more.
  • Receipt identifier

Click Charge.

At this time, the badge previously labeled Chargeable will change to Charged, the More Options icon will disappear, and you will see this transaction appear under the Payments section.

To locate the correct an already charged preauthorization, compare the Identifier numbers, which will be the same under both the Preauthorizations and Payments sections.

Automate

Navigate to your rate group settings to automate preauthorizations, which can then be processed later at the time of your choosing. Below, you will find a list of settings that directly apply to automating your preauthorizations. To view or edit rate group settings, go to Main menu > Settings > Services > Stay > Rate groups.

Select the rate groups that you would like to automate, and within each one, and complete the following fields:

  • Settlement action - Desired action at the time of settlement trigger. Please note that settlement action only applies to automatic settlements.
    • Create preauthorization - Preauthorization will be created for the card on file at the time of settlement trigger including any applicable offset, however card will not be charged until manually processed by an employee

Please note that if you choose to automate your preauthorizations, you will also have to complete the rest of the fields concerning automatic settlement. For more information, see Rate groups.

Cancel

If you would like to cancel a preauthorization, click on the More Options icon to the right of the preauthorization to open the Actions menu, and select Cancel; the bank will be notified to release the transaction. Please note that it may take 3-5 business days for Adyen to release the transaction.

Mews clues

  • Mews does not store full credit card data. For data security reasons, we store only the last 4 digits of guests' cards and the card type.
  • You can also use the + Payment button to charge a preauthorization that has already been created. However, you cannot create a new preauthorization from this button.
  • If you charge a different amount than what was originally preauthorized, the original amount will appear here (under the Preauthorizations section) but the updated and correctly charged amount will appear under the 'Payments' section.
  • If you charge the preauthorization partially, the remaining amount will be released to the guest account automatically
  • Hover over the action icons and the state badges for a moment to see other currency values or to see labels in case you've forgotten what the icon mean
 

This section contains a list of all successful payments made by this customer, including all payment methods. The bottom of the payments section includes a total of all payments received.

At the top of this section, add a new payment by clicking on the + Payment button and select the correct payment method. For more information, see New payments.

Each successful payment is displayed with the following information:

  • Type - Payment method (with card type and last 4 card digits if applicable)
  • Identifier - A unique number given to card transactions
  • Created - Date and time that payment was made, plus employee who created the transaction
  • Cashier - In case of cash transactions, name of cashier where payment was taken. Click on this link to edit cashier privileges.
  • Bill - Closed bill or invoice number. Click on this link to view the closed and see all details. If the payment was moved to the profile of another customer, you will see that customer's name in this column instead. Click on this link to go directly to the customer's profile and view this payment.
  • Notes - Any additional information or details that should be included
  • State - Current payment state displayed with the proper Mews action color.
  • Value - Cost of item including default currency
  • Actions - Click the More Options icon on the right of a payment to open the Actions menu. You can choose the following action if necessary:
    • Refund - Select to refund a payment, and a new window will appear. To successfully make a refund, you must enter a reason for it in the "Reason" box. If you wish to only make a partial refund, select the "Refund partially" checkbox. Click the Refund button when you are finished. The refund will be listed below the Payments section, and the More Options icon will disappear from the right of the payment you have just refunded.
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New payments

 

To create a new payment from the Payments tab of the Customer profile, click on the + Payment button and select the correct type of payment. If you have already created a chargeable preauthorization, you will see the additional option to Charge preauthorization.

Scroll down to find a detailed description of the payment processes for each method.

Create a cash payment

To create a new payment, click on the + Payment button and select Cash payment.

Next, you'll see a screen that includes all of the currencies that your property has chosen to enable, listed in alphabetical order.

In each row, you will see the following information:

  • Cashier - Select the cashier that you are using. Please note that only the cashiers where the selected currency is enabled will appear in the drop-down list.
  • Currency - Select the correct currency of the payment from the drop-down list. Please note that only enabled currencies for this cashier will appear as options.
  • Amount - Monetary amount not including currency symbols.
  • Notes - Add any additional notes or information that you'd like to include.

If you select a currency that is not your default currency, you will also see the following two fields appear:

  • Exchange rate - Exchange rate to your default currency
  • Default currency - The equivalent amount of your default currency

When all information is filled in, click the Create button.

At this time, you will be taken back the the Payment tab of the customer's profile. This transaction will be now be listed under the Payments section of this screen.

If you've chosen a currency that is not your default, it will first be listed as the originally accepted currency and then converted into your default.

Mews clues

Payments created directly from the payments screen will appear on the Billing section of the customer profile, but will not be connected to any particular bill.

Create a credit card payment

To create a new payment, click on the + Payment button and select Credit card payment. You can charge a payment online or manually via payment terminal by selecting the appropriate tab

Create an online payment

To create a payment that will be charged online via Merchant, Stripe, or Adyen, click the tab labeled either Merchant or Online (depending on your payment providers). If you are using a card that is not on file, you will need to enter the following details:

  • Credit card - Select a card already on file or add a new card. When you charge a card that is already on file, some of the fields listed below will not appear.
  • Credit card number - Full 16-digit card number. Please note that Mews does not store full credit card details after processing.
  • Expiration - Date when card becomes invalid.
  • CVV - Three or four-digit security code.
  • Format
    • Physical - A card that is physically present at time of charging.
    • Virtual - A temporarily valid card issued via an OTA and containing only the booking value.
  • Currency - Select the currency that you'd like to charge. This will be pre-filled with your default currency.
  • Amount - Enter the monetary value to charge, not including currency symbols.

Mews clues

When a Merchant payment is made with a physical card, the system will automatically send a payment receipt to the guest. However, guests will not receive a receipt for payments made with a virtual card.

When all details are correctly entered, click Create to finish payment.

Create a terminal payment

To create a payment that will be charged manually via payment terminal, click the Terminal tab. If you are using a card that is not on file, you will need to enter the following details:

  • Credit card - Select a card already on file or add a new card.
  • Type - Select the correct card type from the drop-down menu. Please note that this list will only display options that have been enabled in your Accounting configuration settings in the Accepted manual credit card types field.
  • Last 4 digits - Enter the last four digits of the full card number.
  • Expiration - Date when card becomes invalid.
  • Name - Pre-filled with customer name.
  • Format
    • Physical - A card that is physically present at time of charging.
    • Virtual - A temporarily valid card issued via an OTA and containing only the booking value.
  • Currency - Select the currency that you'd like to charge. This will be pre-filled with your default currency.
  • Amount - Enter the monetary value to charge, not including currency symbols.
  • Receipt identifier - A unique number created by the manual terminal to identify transactions later.
  • Notes - Notes will appear in the Payments section of customer profile, visible in parentheses after payment details and also in the Notes column of the same section.

Click Create to finish payment.

Create an external payment

To create a new payment, click on the + Payment button and select External payment.

Next, you'll be taken to a screen with the following fields:

  • Currency - Select from the list of currencies that your property has enabled.
  • Amount - Enter the payment amount.
  • Type - Select the external payment type from the list of types that your property has enabled.
  • External identifier - Use this field if you are using an accounting service or external terminal that provides an identifier

Click Create to finish payment.

Create a terminal payment

Use this option if you are using an external payment terminal that is not directly connected with Mews Commander.

To create a new payment, click on the + Payment button and select Payment terminal

Next, you'll be taken to a screen with the following fields:

  • Payment terminal - Select which terminal you are using from the drop-down menu.
  • Currency - Select from the list of currencies that your property has enabled.
  • Amount - Enter the payment amount.

Click Create to finish payment.

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Payment attempts

 

In this section of the Payments tab, you can see all payment attempts that were not successfully completed.

During the charging process, if we find that there is something wrong with the provided card information (i.e. expired, blocked by card holder, incorrect CVV code, etc.), that card will be marked with a Disabled state badge, which is visible from the customer's payments screen.

Disabled cards are not chargeable but will remain on the customer's profile as a reference. Customers must contact their bank for more information about the reason for the card's decline.

Attempts

The following information is visible with each failed payment:

  • Type - Payment type including card type and last 4 digits in case of card transactions
  • Identifier - Any unique identifying number that corresponds to this transaction
  • Created - Date and time that transaction was attempted, plus employee who created the transaction
  • Cashier - In case of cash payments, this is the name of the cashier where payment was taken.
  • Bill - Corresponding bill number if transaction is connected with a closed bill or invoice.
  • Notes - Any notes or additional information. This often includes the reason for the failure.
  • State - Current state of transaction. This should read Failed. Hover over the badge to see the original gateway value.
  • Value - Amount that was charged including original currency and default currency values

If any transaction was not successful, you will be able to find it here. To retry for a successful payment, you may need to completely recreate it.

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Refund payments

 

A refund is money returned to the customer for a payment transaction (e.g. return of a deposit), whereas a rebate is money returned to the customer for any non-payment item for any reason (e.g. correction of minibar bill item). For more information, see Rebate bills.

Refund

To refund a payment, go to the Payments tab in the customer profile, and find the Payments section. Locate the payment that should be refunded, and click the More Options button to the right of it to open the Actions menu. Click Refund to open a new window with the following information:

  • Currency - Pre-filled with charged currency
  • Charged - Pre-filled with charged amount
  • Refundable amount - Pre-filled with the amount eligible for refund
  • Refund partially - Select this option if you'd like to refund an amount that is different from the charged amount.
    • Amount - If refunding a different amount, enter that value here without any currency symbols. Please note that this field will only appear when the Refund partially option is selected.
  • Reason - Enter a reason for refund or any additional notes. Please note that this field is required and cannot be left blank.

Click the Refund button, and you will automatically be redirected back to the customer profile Payments tab.

In the payments section, you will see a second item appear just under the first payment. The State badge of both the refunded transaction and the second new refund transaction will both be marked as charged. This is because the first transaction was indeed charged, and the second transaction was also charged for a negative value, hence the amount is returned to the customer. Look under the Type column for the second transaction, which will be marked as a refund.

Mews clues

If a card is within seven days of the expiration date, it is not possible to refund any payments to that card as it often takes more than that amount of time to fully process refunds through banks.

Partial refund

Please note that if you refund only part of a transaction, the Refundable amount will update so that you are still capable of refunding the rest of the transaction value. In this case, you will see multiple refund transactions appear in the Payments section, just underneath the original transaction.

 

We found that hospitality should be all about the guests, since they are so central to the travel experience. Likewise, in the Mews Commander Platform, guests are central to our Property Management System, and thus all bills are linked to guest profiles.

The Billing Screen on the Customer Profile shows all unpaid items that require settlement. Receptionists can move selected items to that customer's bill, to another customer, or to a company bill, depending on who is responsible for settling the account.

The related articles above include detailed information about all items and features that can be found on this Billing screen.

For more detailed information, click on the links below:

Related articles

 

In each country, there is a different set of rules when it comes to paying VAT. In Mews, deposits are prepayments that are posted to a bill, which allow you to conform to the tax laws of your legal environment – whether you're required to pay VAT at the time a payment is received or the time of consumption. In your rate group settings, you have the option to turn on automatic deposits, which can help you track payments against the future reservation.

Create

To create a new deposit, find the correct booking and navigate to the Items tab. Under the Additional expenses section, click the New deposit button, and then complete the following fields:

  • Currency - Select the currency of the payment.
  • Price - Enter the numeric value of the deposit, excluding currency symbols. The system will automatically set this value to 100% of the reservation cost.
  • Tax rate - Select the desired tax rate. Please note that if your property's legal environment requires VAT be paid at time of consumption, the tax rate should be 0% for deposits posted before a guest's stay.
  • Issue invoice - Select this option if you'd like this deposit to be invoiced. It will take you directly to the Review and Invoice screen. Once closed, it will appear under Unpaid items as a Receivable invoice payment.
  • Notes - Add any additional notes that you wish to include.

Once you click Create, the Billing tab will open, and in the Open Bills section you will see the deposit item that you have just created. Click on the Stay line to expand items and view the deposit in detail.

The deposit will appear as two items – one positive value and one negative value – to create a balance of zero. When you close the bill, the positive value will be reported as revenue and the negative value will remain under the Unpaid items section of the Billing screen, to be balanced against the payment, which will appear as a separate item on the bill.

Mews clues

If a customer has paid a deposit, and then cancels their reservation at a later date, the consumption time of the negative deposit will be changed to the same time as when the reservation was canceled.

Display

As an optional feature, properties can choose how they'd like their deposits to be displayed on bills. To manage this, go to Main menu > Settings > Property > Finance > Accounting configuration.

Find the Options field and select Separate deposits on bill from the menu to create a separate section of deposits on all of your bills. If selected, a Deposits section will appear in between Items and Payments; if not selected, deposits will appear in the Items section.

Please note that this option is not selected by default, and therefore must be manually turned on by an administrator.

Automation

If you use Mews Merchant or a direct Adyen integration that is fully set up in the PMS, you can automate deposits and payments. It is important to turn on this feature to ensure that prepayments are correctly tracked. To turn it on, go to Settings > Services > Stay > Rate groups.

Select a rate group by clicking on its name, or create a new one. In the Options field, select Automatic deposit settlement and click Save.

Select this option if you would like to settle deposits automatically when reservations for that rate group are created; the guest's credit card will be charged and a deposit will be posted on the guest's billing screen.

Mews clues

You can turn on automatic deposit settlement even if your legal environment requires VAT to be paid at the time of consumption. In these cases, the system will automatically create a deposit with a tax rate of 0%, allowing you to pay VAT at a later date.

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Unpaid items

 

All items that are posted on a customer’s bill are automatically routed to the “Unpaid Items” overview on the left-hand side of the payment screen. This can be overridden if specific routing instructions are inserted.

New bill item

To add a new item, click the + Bill item button and select a service category. Once a category is selected, a new window will open where you can select the product, quantity, price, currency, and add any notes that you wish to include. The correct VAT is automatically pre-selected.

Move items individually using the arrow at the beginning of each line

Move all items at once by using the All → button

Stay items

Each stay item will be listed separately with its own one-line summary. Click on each to see an expanded list of all items.

One-line stay summaries will each include the following information:

  • State badge - Current reservation state displayed with the appropriate Mews action color
  • Mews reservation number - Unique reference number assigned to reservation by Mews
  • Customer - Name of customer who booked the reservation
  • Dates of stay - Listed in arrival date - departure date format
  • Space category - Selected space category as per your property settings
  • Room number - Assigned room number for past and current reservations. Please note that canceled reservations will not have an assigned room number.
  • Balance - If customer still owes a balance for this stay, the total will be listed in your default currency

Expandable stay items may include:

Mews clues

As long as there are unpaid items on a customer profile, the system does not allow you to complete checkout. If it is necessary to check out a guest with unpaid items, you must select the box labeled Check out with unbalanced bill.

In your stay settings, under the Options section and the Visit Options field, you can select Close balanced bills at checkout option so that balanced open bills do not need to be manually closed each time.

Companion Items

If this guest is part of a group, you will see all other customers in that group listed below with their unpaid items. If you move items to an open bill, those items will no longer appear in the unpaid group billing list.

Mews clues

Please be careful when unassigning bill items from groups because it may be difficult to find items that are accidentally misplaced. If you have misplaced an item, go to the original booking, and review the items tab where you can see all items and where they may have been routed.

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Transfer bill items

 

To transfer unpaid items to the same customer's open bills, you can move items individually using the arrow at the beginning of each line, or move all items at once by using the All → button.

Transfer to companions

To move bill items to a companion, you must first move these items from the Unpaid items section to the customer's open bill.

In the Open bills section, click on the Move button, and select the name of the companion from the drop-down list. After selecting the correct companion, items will automatically be transferred to that companion's open bill.

Mews clues

If you move group reservation items to a customer's bill, those items will disappear from the unsettled group-billing list.

Transfer to another customer

To move the item to another customer that is not linked with that reservation, you must first move these items from the Unpaid items section to the customer's open bill.

In the Open bills section, click on the Move button, and select Another customer. Next, you will see a second window where you can search for the correct customer profile. Please note that you cannot create new customers from this screen.

After selecting the correct customer, items will automatically be transferred to that person's open bill.

If you are transferring nights to another customer's bill, the name of other customer, where the nights are currently located, will be listed in the Unpaid items section, as well as the Nights section in the Items tab for easy tracking.

Transfer to company bills

You can also assign items to a company bill. For more information, see company bills.

Tracking moved items

If you have moved a payment (that is not part of a closed bill) to another customer that did not make the payment, you can track that payment from the Payment screen of the payer's profile. In the payments section, listed under the bill column, you will see a clickable link to the customer profile where that payment has been moved.

When unassigning bill items from groups, it may be difficult to find items that are accidentally misplaced. If you have misplaced an item, go to the original booking, and review the items tab where you can see all items and where they may have been routed.

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Companions

 

When customers are part of a group reservation, all unpaid items associated with that group will be included as part of a complete unpaid group billing-list. On the billing section of one customer, each companion will appear as a separate section, with their unpaid items listed just beneath their names.

All unpaid group reservation items will be visible from each of the companions' billing pages.

The name of each companion is clickable as a direct link to that person's billing page. Items formerly visible under that person's name as a companion will now be visible under the primary Unpaid items/Deposits section.

From each companion profile, proceed as normal to take payments, close bills, or issue invoices.

Group bills

If this guest is part of a group, you will see all other customers in that group listed below with their unpaid items. If you move items to an open bill, those items will no longer appear in the unpaid group billing list.

Mews clues

All items seen directly under the Unpaid items/Deposits section belong to the customer whose profile is currently on screen. Only items that are beneath the name of a companion do not belong to that current customer.

Transfer items

To move bill items to a companion, you must first move these items from the Unpaid items section to the customer's open bill.

In the Open bills section, click on the Move button, and select the name of the companion from the drop-down list. After selecting the correct companion, items will automatically be transferred to that companion's open bill.

Mews clues

Next to each companion name, you will see a button labeled All →. Use this button to transfer all bill items of that companion to the open bill simultaneously, or use individual arrows to move items independently.

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Open bills

 

Open bills can be defined as any list of items that has not been balanced to zero by a payment made through the Mews Commander. By default, a customer cannot be checked out until their bill are closed. Open bills cannot be closed until the payment for those items has been received in full and balanced to zero.

All unpaid items are first routed to the Unpaid Items/Deposits section on the left of the billing screen. Here, you can find all billing items that need to be settled before the customer's bill can be closed.

When a customer is ready to pay, move the items to the Open bills section. You can use the All → button to move all items simultaneously, or use the arrows next to each item to move them individually.

Split bills

To split items into multiple bills or use multiple payment methods, create a new bill using the + Bill button next to Open bills section title. A second bill will appear in the Open bills section, labeled with the last name of the customer. Unpaid items can then be separated between the open bills as needed. Use the arrow buttons to move items to the correct respective bills. Expand and collapse bill contents by clicking on the title of the bills.

For each open bill, proceed as normal to take payments, balance and close, issue invoices, or assign to companies as needed.

Mews clues

In order to delete a bill, it must be completely empty, with no remaining unpaid items within.

If it is necessary to check out a customer with an open bill, select the Checkout with unbalanced bill option next to checkout. Please note that this does not close or balance the bill, rather the open bill will remain connected to the customer's account to be balanced at another time.

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Proformas and bill previews

 

Proforma invoices are used to preview an invoice before the official tax document is issued to a customer. Bill previews are used for the same purpose, however as a preview of an bill before it is balanced and closed.

Proforma invoices and bill previews can be sent to a customer in advance of a stay or used as an estimate of goods and services before payment.

Please note that proforma invoices and bill previews are purely informational, possessing no actual accounting value. Invoices and bills only become valid tax documents after they have been reviewed and issued/closed, at which point a number is assigned and the document can no longer be edited.

Proforma invoices

To create a proforma invoice, navigate to the customer profile Billing page. Move all items to the Open bills section, click the Proforma invoice button. In the next window, complete the following fields to see the preview:

  • Due date - Date that payment should be received by
  • Unique identifier - Any identifying number provided by your accounting software.
  • Currency (informative) - Select the currency that the invoice should be displayed in. If no currency is selected, your default currency will be used.
  • Options - choose from these additional options
    • Display customer - It may not be necessary to include the name of the customer if bill is assigned to a company.
    • Display taxation - It may not be necessary to include taxation information for the preview. Please note that final closed bills will always include tax information.
  • Google address search - These fields will be pre-filled with the most recent and most complete address that is available within the customer's profile; if incorrect, use the Google address search by typing the correct address and then selecting it to automatically populate all address details
  • Notes - Add any additional notes or information. This field will be editable after the bill is closed.
  • Counter - Select the bill counter that you'd like to use for invoices.

When all entered information is correct, click the OK button and you'll be taken to the the final proforma invoice.

Bill previews

To create a bill preview, navigate to the customer profile Billing page. Move all items to the Open bills section, click the Preview button. In the next window, complete the following fields to see the preview:

  • Currency (informative) - Select the currency that the invoice should be displayed in. If no currency is selected, your default currency will be used.
  • Options - Choose from these additional options
    • Display customer - It may not be necessary to include the name of the customer if bill is assigned to a company.
    • Display taxation - It may not be necessary to include taxation information for the preview. Please note that final closed bills will always include tax information.
  • Google address search - These fields will be pre-filled with the most recent and most complete address that is available within the customer's profile; if incorrect, use the Google address search by typing the correct address and then selecting it to automatically populate all address details
  • Notes - Add any additional notes or information. This field will be editable after the bill is closed.

When all entered information is correct, click the OK button and you'll be taken to the the final bill preview.

Mews clues

On the final bill previews and proforma invoices, click the Send to customer button to send that document the customer's registered e-mail address. You can also print or export previews to an excel file.

All fields for both proforma invoices and bill previews will still be editable since they are not final tax documents.

All items that should appear on the proforma invoice or bill preview must be moved to the Open bills section before clicking the button, otherwise they will not be included in the preview.

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Review and invoice

 

An invoice as a list of bill items that will not be paid at the time of checkout, but will have a future date of payment. From the moment that an invoice is issued, it is considered a legal document and cannot be amended. However, please note that closed bills can be modified if the option to do so has been enabled in your accounting configuration settings.

Settings

There are a few settings that directly apply to invoicing, which can all be found in your accounting configurations.

It is recommended that you select Receivable tracking enabled under the Options field. This will allow you to track payments for outstanding invoices and their respective due dates. You can find this information in the Bills and Invoices Report.

You must also check that invoicing is enabled. Within the Enabled external payment types field, be sure that you have selected Invoice, along with any other payment types that you'd like to use at your property.

In these settings, you can select a Default invoice counter. This field is a drop-down menu of all counters being used at your property. Choose a counter that will be pre-filled for all future invoices, or alternatively, some properties choose to create a counter used only for invoicing. Please note that this field can be edited before invoices are issued.

Invoice due interval

Lastly, you will find a field titled Invoice payment, where you can select an accounting category dedicated only to receiveable invoice payments.

For more information about accounting configuration options, see the related article.

Issue

To issue an invoice, navigate to the customer profile Billing screen of the guest. When ready to issue, move all Unpaid items to the Open bill of the customer, and click the Issue invoice button.

A new window will appear, where you will see a full summary of all items included in the invoice. For a more detailed description of item details, please see below. You will also see the following fields to complete:

  • Customer - Pre-filled with customer name
  • Printer - If you'd like to print the invoice, select which printer you'd like to use. If a printer is selected, the document will print automatically when you click Issue invoice.
  • Bill Counter - Select the bill counter that you'd like to use to close this bill.
  • Fiscal registry - Select the correct fiscal registry integration that your accounting team is using.
  • Fiscal machine -
  • Due date - Date that payment should be received by
  • Unique identifier - Any identifying number provided by your accounting software.
  • Informative Currency - Select the guest's preferred currency to display the balance for their own information. Please note that payment must still be taken in the property's local or chosen currency. If no currency is selected, your default currency will be used.
  • Address - Customer's billing address, pre-filled with the address from the customer's profile. If different, search for the billing address in the Google address bar and select to automatically fill address details. This will be editable after the bill is closed.
  • Notes - Add any additional notes or information. This will be editable after the bill is closed.

Below these fields, you will find the Issue invoice button. If all information has been reviewed and is correct, click on this button.

This invoice is now successfully closed and you will be automatically redirected to the final closed invoice.

Items

A complete list of each bill item is always included in issued invoices. Items may include stay services as well as any products or additional services that the customer may have ordered.

Bill items are expandable and collapsible using the + and - buttons, however when the invoice is printed or exported as a document, all items are fully listed in their expanded form.

Stay items include the following information on each line:

  • Reservation number - Unique number generated by Mews and connected to the reservation
  • Channel confirmation ID - Optional number entered at time of booking creation
  • Customer - Name of customer who made the reservation
  • Dates of stay - Date of arrival and date of departure
  • Room category - Room category used for duration of stay. Requested category may not be listed here.
  • Room number - Space used for the duration of stay.

All items, including stay items, are listed with the following details:

  • Bill item - Name of bill item according to property settings. Click on this title to be view reservation or order details for any item.
  • Created - Date and time that item was created in system.
  • Tax rate - Correct tax percentage for each item
  • Net - Cost of item, excluding tax
  • VAT - Tax alone, excluding item cost
  • Value - Total cost, including tax and item cost
  • Totals - Total sum listed under each respective column

Mews clues

If some of these fields are not visible, the information may be collapsed. Click on the + and - buttons to see more or less.

Below the bill item summary, you will see a summary of all received payments, displayed with the following details:

  • Payment - Payment type and card details, if applicable
  • Created - Date and time that payment was created
  • Value - Amount paid including the respective currency symbols
  • Totals - Total sum of payments listed under the Value column

At the very bottom of the Review and invoice page, you will see To be paid, which states a total balance owed including value and currency.

Mews clues

In case of a negative amount, the bottom section will read To be refunded instead of To be paid.

Receivable Payments

When you return to the billing page of that customer, you will find a separate bill item in the Unpaid items section for each issued invoice. Item will be labeled Receivable invoice payment listed with the corresponding invoice number.

Move this item to the customer's Open bill, transfer the item to another bill, or assign to a company. When ready, accept payment as normal and you will be able to review and close this item on a new bill.

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Review and close

 

A bill is a combined list of bill items and payments with a balance of zero, which has been closed and assigned a number for reference. Please note that closed bills can be modified if the option to do so has been enabled in your accounting configuration settings.

Settings

There are a few settings that directly apply to invoicing, which can all be found in your Accounting configuration.

Within the Bill closing field, you will find three different options to choose from:

  • Always allow - You may close bills at any time, even if the items on the bill have not yet been consumed (for example a future stay).
  • Only with consumed items - You may only close bills that have consumed items on them. Therefore, if there is a future stay, the system will not allow you to close this bill until the day of checkout. This setting is extremely restrictive to front desk, and we do not recommend using it.
  • Only with consumed items half day window - You may not close a bill with consumed items until the day of departure, however you can make changes to the booking up until departure. From the moment that a bill is closed, you cannot make changes to that booking because the items that are already on that closed bill would be affected by the change. This is the most flexible setting and we recommend this option over the others.

For more information, see Accounting configuration.

Balance

To balance a bill, navigate to the customer profile Billing screen of the guest. When ready for payment, move all Unpaid items to the Open bill of the customer.

In the Open bills section, you will see the Balance displayed in your default currency. This number represents the amount that the customer owes to the property in exchange for goods and services.

Click the + Payment button. When creating a new payment, the full balance owed will automatically be pre-filled for any payment method you choose.

Once payment is successfully made, it will appear as a separate item in the customer's Open bill, specifying payment method and amount. Payments will always appear as a negative value, which will balance the positive value of the charged items, creating a final balance of zero.

Close

Once the bill is balanced to zero, click the Close button.

A new window will appear, where you will see the following fields to complete:

  • Customer - Pre-filled with name of customer
  • Company - Only present for Company bills. Search for and select the correct Company.
  • Tax ID Number - Only present for Company bills. Used to identify a business entity for accounting purposes.
  • Address - Customer's billing address, pre-filled with the address from the customer's profile. If different, search for the billing address in the Google address bar and select to automatically fill address details. This will be editable after the bill is closed.
  • Options - Only present for Company bills.
  • Display customer - It may not be necessary to include the name of the customer if billing a company.
  • Notes - Add any additional notes or information. This will be editable after the bill is closed.
  • Printer - Select where you would like to print this bill. If a printer is selected, it will print automatically when you click Close
  • Bill Counter - Select the bill counter that you'd like to use to close this bill.
  • Fiscal registry - Select the correct fiscal registry integration that your accounting team is using. Please consult your accounting team for more information.

If all information has been reviewed and is correct, click on the Close button.

This bill is now successfully closed and you will be automatically redirected to the final closed document. Just below this button, you can find a full summary of all items included in the bill.

Items

A complete list of each bill item is always included in closed bills. Items may include stay services as well as any products or additional services that the customer may have ordered. Bill items are expandable and collapsible using the + and - buttons, however when the invoice is printed or exported as a document, all items are fully listed in their expanded form.

Stay items include the following information on each line:

  • Reservation number - Unique number generated by Mews and connected to the reservation
  • Channel confirmation ID - Optional number entered at time of booking creation
  • Customer - Name of customer who made the reservation
  • Dates of stay - Date of arrival and date of departure
  • Space category - Space category used for duration of stay. Requested category may not be listed here.
  • Space number - Space used for the duration of stay.

All items, including stay items, are listed with the following details:

  • Bill item - Name of bill item according to property settings. Click on this title to be view reservation or order details for any item.
  • Created - Date and time that item was created in system.
  • Tax rate - Correct tax percentage for each item
  • Net - Cost of item, excluding tax
  • VAT - Tax alone, excluding item cost
  • Value - Total cost, including tax and item cost
  • Totals - Total sum listed under each respective column

Mews clues

If some of these fields are not visible, the information may be collapsed. Click on the + and - buttons to see more or less.

Below the bill item summary, you will see a summary of all received payments, displayed with the following details:

  • Payment - Payment type and card details, if applicable
  • Created - Date and time that payment was created
  • Value - Amount paid including the respective currency symbols. Received payments are listed as a negative value.
  • Totals - Total sum of payments listed under the Value column

At the very bottom of the Review and close page, you will see Balance, which states a total balance owed including value and currency. This number should always be zero.

Tax

Lastly, you will see a list of totals from all items and expenses on that particular bill, listed by tax rate. Balances include the following details:

  • Tax rate - List of each tax rate included in bill items
  • Net - Cost of bill items grouped by tax rate, excluding tax
  • VAT - Tax alone, excluding item cost
  • Value - Total cost of items per tax rate, including tax and item cost
  • Totals - Total sums of Net, VAT, and Value

Mews clues

As long as there are unpaid items on a customer profile, the system does not allow you to complete checkout. If it is necessary to check out a guest with unpaid items, you must select the box labeled Check out with unbalanced bill.

In your stay settings, under the Options section and the Visit Options field, you can select the Close balanced bills at checkout option so that balanced open bills do not need to be manually closed each time

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One-click payments

 

One-click payments enable properties to close bills and charge payment simultaneously, all done with one single click. To optimize your checkout process and use this feature, there are two very crucial things needed.

First, one-click payments are powered by the merchant integration, so this feature is not applicable to properties that do not have the merchant integration enabled.

Secondly, to use this feature, properties must collect credit card information from their customers. Card details are taken directly from what is on file in the Payments page of that customer's profile. If a customer has multiple cards on file, you can choose which card you'd like to use from a drop-down menu before closing.

Mews clues

One-click payments are not applicable to properties that do not have both the merchant integration enabled and card information for their customers. Rather, the checkout and payment processes will not change at all and will remain as described here.

Charge and close

To use one-click payments, first you must navigate to the customer profile Billing screen of the guest. When ready to take payment, move all Unpaid items to the Open bill of the customer, and you will see the Charge and close button appear at the bottom of that section.

If the customer has only one card on file, click the Charge and close button to complete payment and close bill. This button will be displayed in the appropriate Mews action color with the card type icon.

If the customer has multiple cards on file, the Charge and close button will function as a drop-down menu. Click to see all cards available for that customer, displayed with card type icon and the last 4 digits of the card number. Virtual cards will also be marked as such. Additionally, you will see any current preauthorizations listed in the drop-down menu. Click on the preauthorization to charge it and the balance on this bill will be updated.

In this case, click the Charge and close button, displayed in the appropriate Mews action color, and then select the correct card from the menu to complete payment and close bill.

After you click Charge and close, you will be automatically redirected to the bill preview. Here, you can select final details and check that all information is correct. For more information about the Review and close screen, click here.

When all information looks correct, click the Close button, and you will be automatically redirected to the closed bill. Click on the Send to customer button to e-mail the record to customer directly. You can also assign the bill to a company, print or export the document for any necessary record keeping.

Mews clues

Please note that if customer is using a virtual card, it will not appear in the One-Click payment drop-down menu, since it is only able to be used for the exact value of the stay but not any additional products or items.

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Closed bills and invoices

 

From the moment that a bill or invoice is closed, it is considered a legal document. Once an invoice has been issued, it cannot be amended. However, please note that closed bills can be modified if the option to do so has been enabled in your accounting configuration settings.

For detailed information about how to fully close bills, please see Review and Close or Review and Invoice.

After closing, you will automatically be redirected to the closed bill. In addition to all of the bill details that were just reviewed before closing, this page will contain several pieces of financial information related to legality and revenue reports.

Actions

You can perform the following actions on a closed bill or invoice. Only some of the actions may be available, depending on the document's status:

  • Send to customer - Click to automatically send the bill to the customer's registered email address.
  • Export - Click to automatically download the bill as an Excel document.
  • Print - Click to either print the bill or export it as a PDF file. Select the language you would like the bill to be displayed in.
  • Rebate - Click to make a correction to the bill. See Rebate bills for more information.
  • Billing - Click to go to the customer’s billing screen. .
  • Move to customer - Click to assign the bill to the attached customer. Please note that this button will only appear for bills that have been assigned to a company.
  • Move to company - Click, and then search for the company you wish to reassign the bill to.

Mews clues

The first time that a closed bill is exported or printed, it is considered the original tax document. Any subsequent copy will be printed with the title Computer-generated copy, followed by the unique bill number.

Details

Closed bills and invoices contain the following information. Depending on the document's type and status, only some of the information may be available:

  • Customer - Name of the reservation owner, which redirects to their customer profile when clicked
  • Company - Name of the company the bill has been assigned to
  • Address - Customer’s primary address.
  • Issue date - Date and time the bill or invoice was closed
  • Taxation date - Date and time the tax information is associated with
  • Due date - Date that payment should be received by. Only applicable for closed invoices
  • Unique identifier - Any identifying number provided by your accounting software
  • Paid - Date bill or invoice was paid
  • Issuer - Employee who closed the bill or invoice
  • Print count - Number of copies of the bill or invoice that have been printed

Editable details

The following information can be edited on closed bills and invoices:

  • Taxation date - This field is only available on invoices.
  • Due date - This field is only available on invoices.
  • Unique identifier - This field is only available on invoices.
  • Options
    • Display customer - Select this option to display the customer's name on the printed or PDF version of the bill.
    • Display taxation - Select this option to display taxation information on the printed or PDF version of the bill.
  • Tax identifier
  • Address
  • Notes - Add a note for the bill or invoice.

Additional information

Depending on the status of your bill or invoice, you may also see the following information:

Bill items

  • Bill item - Name of bill item
  • Created - Date and time the item was created or added to the bill
  • Count - Quantity x price per unit
  • VAT rate - Tax percentage of each item
  • Net - Cost of item, excluding tax
  • VAT - Cost of tax, excluding item cost
  • Amount - Total cost

Payment

  • Payment - Selected payment type with relevant details
  • Created - Date and time the payment was taken
  • Count - Quantity x price per unit
  • Value - Total amount paid for that specific payment

Balance

  • To be paid - If the bill or invoice has a positive balance, the amount owed will be listed here.
  • To be refunded - If the bill or invoice has a negative balance, the amount to be refunded will be listed here.
  • Paid - If the bill or invoice has a balance of zero, the paid amount will be listed here, along with the date of payment.

Tax summary

  • VAT rate - Tax rate for bill items
  • Net - Cost of items, excluding tax
  • VAT - Cost of tax, excluding item cost
  • Amount - Total cost

Mews clues

The last section on a closed bill or invoice can be different depending on your location and the information that each property chooses to include for tax purposes. Check your local tax laws and consult with your accounting team for more information.

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Company bills

 

For customers that are traveling for business, bill items can be moved directly to a company bill, or after closing, you can assign bills to a company. Later, you can view revenue statistics by searching for bills that are assigned to one company.

If the company is already associated with the customer's profile, click on the company's name and that bill will be highlighted, expanding all items within that bill.

Create

To create a new company bill, go to the customer profile billing screen and go to the Company bills section. Click the + Bill button.

Use the search function in the next window to find the correct company. If you'd like to create a new company profile, select Create new company from the drop-down menu of the search function.

Once created, you can move bill items directly from the Unpaid items section to the new company bills. Use the All→ buttons to move all unpaid items at one time, or move items individually using the arrow buttons next to each item.

Transfer

If you have unpaid items in the customer's bill and you'd like to transfer them, click the Move button. From the drop-down menu, select Company and use the search function to find the correct company profile. If you need to create a new company profile, select New Company from the search function drop-down and complete the details.

When you've selected the correct company, click the Move button and you will see that the items were moved to the Company bills section under the name of the selected company.

Mews clues

If a bill has already been closed, you can still assign that bill to a company within the editable history window, using the same procedure as described above. After that time, it will not be possible to edit any bill details, as it is considered a legal tax document.

If needed, you can assign bills to a company at the Review and invoice or Review and close screens.

Company bills are still linked to individual customer profiles. If you have two customers who are staying with the same company, bill items of one customer will not be visible from the billing screen of the other, even if they both have an open company bill. Items will only be visible if they are staying as part of the same reservation group.

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Rebate bills

 

The Rebate button can be found on any closed bill and used to correct item(s) on that bill.

Once you open a bill and click Rebate, every item on that bill will automatically be recreated in the equal but opposite value and listed in the Unpaid items section of the customer’s profile.

Transfer the specific items that need to be rebated to an open bill. Once the items have been transferred, you can close the bill.

Consumption date of bill items

Original bill items and rebate items are recorded separately in the system. The consumption date of rebated items will always be set to the date and time that the item was rebated.

Mews clues

When you cancel a reservation with a closed bill, the system automatically rebates that bill.

When canceling a future reservation, please note that the consumption date of bill items after cancellation will be set to the date and time that the items were rebated.

To view the consumption date of a bill item, go to the Accounting Report or Accounting Ledger.

 

For a complete overview of all of your exports, go to Main menu > Exports > Archive.

Filters

This page will automatically list all exports from the last 7 days. To view exports from a different time period, you can refine the results using the following filters:

  • Type - Select the type of report you would like to see listed
  • State - Select from the following state types:
    • Failed
    • Pending
    • Processed
    • Processing
  • Start - Select a start date to restrict results to a specific time period
  • End - Select an end date to restrict results to a specific time period

Once you have selected the appropriate filters, press the OK button to view the updated list.

Features

  • Export
  • Export schedule
  • Created
  • Start
  • Duration
  • State
    • Failed
    • Pending
    • Processed
    • Processing
  • Result - Click on this link to re-download the export file
  • File size
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Schedules

 

Export schedules allow you to regularly and automatically send custom-configured reports by e-mail, webhook, or to an FTP server. For any report in Mews, you can choose your filters and control all settings, including time that reports are generated, set time-frames for the reports, and how often they're generate and sent. Below, you'll find a detailed explanation about how export schedules work and how to configure them properly.

Create

In order to set up a Schedule, go to the report for which you would like to set up an export schedule. Set the correct filters as you'd like the information to be displayed in the export, then click the OK button and select Create export schedule to configure your export schedule.

Once you've clicked Create export schedule, the schedule is successfully created. Wait for the green success message and you'll then be redirected to the export schedule settings, where you can edit and save all of your custom export preferences.

After completing the initial configuration, the screen is divided into 2 main sections:

  • Report configuration
  • Export schedule

Below, you'll find detailed information about all filters and settings available for your export schedule configuration.

Configuration

Aside from Interval, all other filters in this Report Configuration section are the exact same as what you will find in each respective report. For more information about those filters, please see the information for the report that you'd like to create a schedule for. To see a full list of reports in Mews, please click here.

The interval field determines a Start time and End time of the data included in your delivered export. Please note that most intervals begin and end at 00:00 for each respective time period. Therefore, you can assume that a full day would begin at 00:00 and end at 00:00 the next day, which includes a full 24 hours. This same logic can be applied to almost all of the following interval options, excluding Last day, Last month, and Last week.

  • Interval - These intervals will determine what time period is included in the report being sent. You can choose from any of the following time intervals for daily reporting and exports will be labeled with the selected interval. Below you'll find Start time and End time descriptions of each interval option.
    • Current day - Today at 00:00 - tomorrow at 00:00
    • Current moment - Today at start time
    • Current month - First day of current month at 00:00 - first day of next month at 00:00
    • Current quarter - First day of current quarter at 00:00 - first day of next quarter at 00:00
    • Current week - Monday of current week at 00:00 - Monday of next week at 00:00
    • Current year - First of January current year at 00:00 - first of January next year at 00:00
    • Day after tomorrow - Day after tomorrow at 00:00 - next day at 00:00
    • Day before yesterday - Day before yesterday at 00:00 - yesterday at 00:00
    • Last day - Yesterday at start time - today at start time
    • Last hour - One hour before start time - start time
    • Last month - One month ago at start time - today at start time
    • Last week - One week ago at start time - today at start time
    • Month to date - First day of this month at 00:00 - tomorrow at 00:00
    • Month to yesterday - First day of yesterday's month (e.g. if yesterday was July 31st, the interval will begin on July 1st) at 00:00 - today at 00:00
    • Next day - Tomorrow at 00:00 - the day after tomorrow at 00:00
    • Next month - First day of next month at 00:00 - first day of the month after next at 00:00
    • Next quarter - First day of next quarter at 00:00 - first day of the following quarter at 00:00
    • Next three months - First day of next month at 00:00 - 3 months later at 00:00
    • Next two months - First day of next month at 00:00 - 2 months later at 00:00
    • Next week - Next Monday at 00:00 - the Monday after next at 00:00
    • Next year - Next first of January at 00:00 - first of January after next at 00:00
    • Previous day - Yesterday at 00:00 - today at 00:00
    • Previous month - First day of last month at 00:00 - first day of current month at 00:00
    • Previous quarter - First day of previous quarter at 00:00 - first day of current quarter at 00:00
    • Previous week - Monday of last week at 00:00 - Monday of current week at 00:00
    • Previous year - First of January last year at 00:00 - First of January current year at 00:00
    • Rest of current month - Today at 00:00 - first day of next month at 00:00
    • Rest of current year - Today at 00:00 - first day of next year at 00.00
    • Upcoming quarter - Today at 00:00 - three months from tomorrow at 00:00
    • Upcoming year - Today at 00:00 - one year from tomorrow at 00:00
    • Year to date - First of January current year at 00:00 - tomorrow at 00:00

Mews clues

All quarter intervals above (excluding Upcoming quarter) represent the four quarters of the year and will fall into one of the following time periods:

  • January - March - 00:00 1st Jan - 00:00 1st Apr
  • April - June - 00:00 1st Apr - 00:00 1st Jul
  • July - September - 00:00 1st Jul - 00:00 1st Oct
  • October - December - 00:00 1st Oct - 00:00 1st Jan

Export schedule

  • Enabled - If this option is selected, it will activate this schedule and you will receive reports at the chosen next start time and frequency
  • Name - This is the internal name you give the export. This will always be pre-filled with the Mews name of the report that you're exporting
  • Next start - The time that reports are generated and sent to the creator. Please note that the Interval field on the left-hand side of this screen will all be based on the time that you choose here.
  • Frequency - How often would you like to the report to be generated and sent
    • Hourly - Repeating every hour starting at the specified time
    • Daily - Repeating every day at the specified time
    • Weekly - Repeating every week at the specified time
    • Monthly - Repeating every moth at the specified time
    • Quarterly - Repeating every quarter at the specified time
    • Yearly - Repeating once per year at the specified time
  • Export target - this is the group of people who will receive the report at the specified interval. Please note that export targets are not required. If you do not choose a target, you will receive a notification in the system when your report is generated and will be able to download it directly. For more information about export targets, please click here.
  • Format - Choose the file format of the delivered attachments
    • CSV - Files will have a .csv extension
    • Excel - Files will have an .xls extension
    • Json - Files will have an .json extension
  • Options
    • Notify creator about export - select this option if you would like the system to display a notification for the creator of the report each time that report is exported and ready
  • Created - Date and time that export schedule was created, and the name of the user who created.
  • Updated - Date and time that export schedule was most recently updated, and the name of the user who updated it.

Mews clues

In the event of a timeout or system outage for any reason, reports will be resent immediately following the recovery of the system. If a job fails three times in a row, the report should be manually sent again.

 

An export target is a group of people that should receive the export at the specified time and intervals. To create an export target, go to Main menu > Exports > Targets.

Click the + button and choose the type of target you would like to create.

Mail export target

To set up an export target for a group of people that you would like to receive the export regularly via e-mail, select Mail export target and enter the following information:

  • Name - Enter a name to describe the group of people receiving the e-mail export.
  • To - Add the e-mail addresses of all people that you would like to receive the export, separated by commas.
  • Cc - Add e-mail addresses of anyone that you would like to have publicly copied to the e-mail.
  • Bcc - Add e-mail addresses of anyone that you would like to have privately copied to the e-mail.

Click Create and complete the following additional fields:

  • Created - Date and time that this target was created, and the name of the user who created it.
  • Updated - Date and time that target settings were most recently updated, and the name of the user who updated it.

If any changes are made, click Save.

FTP export target

To set up an FTP export target for an export integration, select FTP export target and enter the following information:

  • Name - Enter a name to describe the group of people receiving the FTP export.

To complete all other fields, you must have received your account details from your export integration partner. If you have not yet received your details, contact the integration directly. Once you have your details, you can copy and paste them into the following fields:

  • URL
  • Port
  • Username
  • Password
  • Mode

Click Create and complete the following additional fields:

  • Created - Date and time that this target was created, and the name of the user who created it.
  • Updated - Date and time that target settings were most recently updated, and the name of the user who updated it.

If any changes are made, click Save.

Webhook export target

To set up a webhook export target, select Webhook export target and enter the following information:

  • Name - Enter a name to describe the group of people receiving the FTP export.
  • URL - Enter the webhook URL.

Click Create and complete the following additional fields:

  • Created - Date and time that this target was created, and the name of the user who created it.
  • Updated - Date and time that target settings were most recently updated, and the name of the user who updated it.

If any changes are made, click Save.

To view, create, or manage tasks, go to

  • Main menu > Tasks

Create

To create a new task, click the + button and complete the following fields:

  • Assignee - Select the employee responsible for completing the task, if necessary.
  • Department - Select the department responsible for completing the task, if necessary.
  • Task name - Enter a title for the task.
  • Description - Enter a description for the task, if necessary.
  • Deadline - Set the date and time that the task must be completed by.

Click Create to publish the task, and return to the main Tasks screen.

Filters

To view specific tasks in the Task Report, choose from the following filter options before you run the report:

  • Filter
    • Closed - Select to view tasks closed within the specified date range.
    • Created - Select to view tasks created within the specified date range.
    • Deadline - Select to view tasks that are due within the specified date range.
  • Start - Select a start date to restrict results to a specific time period.
  • End - Select an end date to restrict results to a specific time period.
  • State - Select to view tasks that are closed, open, or both.
  • Assignee - Select an employee to only view tasks assigned to that employee.
  • Department - Select a department to see only tasks from that department, or view tasks from all departments.

Once you have selected all desired filters, click OK > View report to see your selections on the screen, or choose Export to download the report as an Excel file. You can also print the report by clicking the Print icon.

Data

Items in the Task Report are listed with the following details:

  • Name
  • Description
  • Assignee - Employee that the task is assigned to.
  • Department - Department that the task is assigned to.
  • Created - Date and time that the task was created.
  • Deadline - Date and time that the task must be completed by.
  • Closed - Date and time that the task was completed.
  • State - Current state of the task (Closed, Missed, or Future).
  • Actions - Click the More Actions icon to close a task.

To edit a task, simply click on its title. Once a task has been completed, click the More Options icon to change its status to Closed.

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Current orders

 

The Mews Navigator application is a great tool that allows hotels to make guides, messaging, and products easily available. After downloading the application, guests can place orders from the comfort of their rooms using their very own smart devices.

Orders are directly accessible from the dashboard. If there are not any orders to be processed, the donut will not appear. Instead you will see a message saying, "Nothing to be done."

New orders

New orders will create a notification. To view all orders, click Orders to process on the Dashboard.

Orders are listed with the following information:

  • Service - Item that was ordered. Click on a service name to view order details.
  • Customer - Name of customer who made the order. Click on a name to open their Customer Billing screen.
  • Created - Date and time that order was created, and the name of the user who created it.
  • Start - Time that order was visible in system.
  • Notes - Any additional notes.
  • State - Current state of the order. Hover over the state badge to see creator and time of the most recent state change
  • Total amount - Total price of order, including cost of product and any additional service costs.

Order details

To view details of an order, click on the name of the service. Orders to process are displayed with the following information:

  • Customer - Name of customer who made the order. Click on a name to open their Customer Billing screen.
  • Service - Item that was ordered. Click on a service name to view order details.
  • Date and time - Date and time that the order was started.
  • State - Current state of order.
  • Total amount - Total cost of order, including cost of product and any additional service costs.
  • Notes - Any additional notes or important information.
  • Created - Date and time that order was created, and the name of the user who created it.
  • Updated - Date and time that order was most recently updated, and the name of the user who updated it.
  • Items - This section will include each item in the order:
    • Item - Name of item.
    • Count - Count for each item included.
    • Cost - Cost of the total count for items.

Action log

To view an order's action log, open the order details by clicking on the name of the service. On the right-hand side of the modal window, you can see a list of all changes that have been made in relation to this order.

Process

To process an order, click the More Options icon next to it, and then select Process. This will automatically post the item on the guest's bill and inform them that the order has been processed.

You can also comment on the order. Comments will be sent to the guest directly, so if you have any questions, this is the best way to ask the guest.

Cancel

To cancel the order, click the More Options icon next to it, and then select Cancel. This will not send a notification to your guest, so you may want to send a message informing them of the cancellation reason.

When you cancel an order that has already been paid for, the system automatically rebates the entire cost of the order and marks it as canceled. You can then move the rebate to an open bill, refund the guest, and close the bill.

When you cancel an order that has not been paid for, nothing is posted and the order is marked as canceled.

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Archived orders

 

Once an order has been processed, it will move from Current orders to Archived orders.

Archived orders are listed with the following information:

  • Service - Item that was ordered. Click on a service name to view order details.
  • Customer - Name of customer who made the order. Click on a name to open their Customer Billing screen.
  • Created - Date and time that order was created, and the name of the user who created it
  • Start - Date and time that the order was started.
  • Notes - Additional notes or important information.
  • State - Current state of order.
  • Total amount - Total cost of order, including cost of product and any additional service costs.

Order details

To view details of an order, click on the name of the service. Archived orders are displayed with the following information:

  • Customer - Name of customer who made the order. Click on a name to open their Customer Billing screen.
  • Service - Item that was ordered. Click on a service name to view order details.
  • Date and time - Date and time that the order was started.
  • State - Current state of order.
  • Total amount - Total cost of order, including cost of product and any additional service costs.
  • Notes - Any additional notes or important information.
  • Created - Date and time that order was created, and the name of the user who created it.
  • Updated - Date and time that order was most recently updated, and the name of the user who updated it.
  • Items - This section will include each item in the order:
    • Item - Name of item.
    • Count - Count for each item included.
    • Cost - Cost of the total count for items.

Action log

To view an order's action log, open the order details by clicking on the name of the service. On the right-hand side of the modal window, you can see a list of all changes that have been made in relation to this order.

Cancel

To cancel the order, click the More Options icon next to it, and then select Cancel. This will not send a notification to your guest, so you may want to send a message informing them of the cancellation reason.

When you cancel an order that has already been paid for, the system automatically rebates the entire cost of the order and marks it as canceled. You can then move the rebate to an open bill, refund the guest, and close the bill.

When you cancel an order that has not been paid for, nothing is posted and the order is marked as canceled.

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Optional reservations missed

 

When you create an optional booking, you are always asked at which date you would like that option to expire. Once the option passes its expiry date, it will appear in the dashboard under the optional reservations in orange, signalling that urgent action is required.

Opening this report will take you to a list of all the optional bookings that have expired with some basic details of the bookings. Selecting any booking will open the reservation module in the "state" tab, where you can either confirm or release the booking.

Once the booking is released we will communicate this newly opened availability to the booking engine and channel managers to try to help to reseller this unsold room.

 

The messaging feature can be used both internally for messages between your staff, and also externally, if your guests would like to send a message to your employees via the Navigator Application.

Messages are always accessible from the header of the Mews dashboard using the Envelope icon. Below, you will find a detailed description about how to use messages in Mews.

Previews

Your new and most recent messages are visible as previews in the Envelope icon drop-down. Each preview contains the following pieces of information:

  • Sender - First and last name of sender, displayed with their profile image
  • Message preview - Contents of the message, displayed in "quotations"; for longer messages, preview will contain the first several lines
  • Sent time - Date and time that message was sent

New

When you receive a new message, the system will produce a bell sound and you will see a number in orange over the Envelope icon, which corresponds to the number of new messages. Click on the icon to open and view your message previews.

When you click on the Envelope icon, you will see message previews as described above, all marked with an orange state badge labeled New. Click directly on each new message to open that thread and respond to your guest or colleague.

When you open all messages, you will see the message thread containing that new message highlighted in blue, indicating that action is required. When you click on the message thread, the blue highlight will disappear.

In the messages drop-down menu, you can click the Mark all as read button to simultaneously change the status of all messages to Read. Mews would recommend against using this feature, as it is important to read all messages received by customers and colleagues.

Ellipses

Within the messages drop-down menu, next to each message preview, you will see an ellipses icon. If the message is new, you will see an option labeled Mark as seen. Click on this option to remove the New badge and also to remove the notification from the Envelope icon in your Dashboard header. Please note that selecting Mark as seen will not open the message thread for viewing.

If a message is not new, you will see an option called Mark as pending when you click on the ellipses icon. This will re-add the New badge to the message preview and add a notification back to the Envelope icon on your Dashboard header.

All messages

To see all messages, click on the Envelope icon and select Messages. You can also access this main messaging page by opening the main menu and selecting 'Messages'. Furthermore, when you click on a message preview to open a thread, you will automatically be redirected to the main messages page.

Threads

To create a new thread click the Envelope button, select Messages, and click the + button next to Threads.

Next, you will see the center panel labeled with New thread. Click the Edit button to change the name of your thread. If you do not change it, the thread will retain the title New thread.

Message thread titles are editable at any time, and can be changed by any member of the thread.

One message thread will be open at all times, however you can easily switch to a different one by clicking on its title.

Members

To add a member to a thread, go to the Members section, and in the field labeled Add members, you can search by first name, last name, or e-mail address. All members who match that search criteria will appear in a drop-down list. Select a member from the drop-down and they will automatically be added to the current thread. You will see a full list of members in the highlighted thread listed under the Members section with the following details:

  • Name - Employee name and profile image
  • E-mail - E-mail address associated with that person's account

Please note that you can only add other employees to new threads and also existing ones.

Please note that if you are adding a member to an already existing thread, that new member will be able to see all messages in the thread that were sent before they were added.

Please also note that once a member is added, that user cannot be removed from the thread. Rather, you must create an entirely new thread with only the desired members.

Privileges

When setting up your employee profiles, you will see an item labeled Receive customer messages.

Select this option to allow specific employees to receive messages from customers via Mews Navigator. This option is still editable after employee profiles are created, so you can select and deselect this item as needed. Please see our article on Employee Profiles for more information.

Please note that if this option is not selected, employees can only receive internal messages from other employees.

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Employees

 

To view your employee settings, go to Main menu > Settings > Employees.

You'll see a list of all existing employees in the system. Each employee is listed with the following details:

  • Name - The name of employee as entered in their profile.
  • E-mail - The employee's e-mail address, which was used to create the account.
  • Department - The department that the employee is assigned to.
  • Admin - States whether the employee has been given admin rights. If yes, they are awarded all privileges. If no, you can hover the mouse over No to see a list of the employee's privileges. Please note that this list will only appear if a non-admin employee has been assigned some work privileges. For more information about admin privileges, see below.
  • Cashiers - A list of all cashiers the employee is permitted to use.
  • Authenticator - Indicates whether the user has enabled two-factor authentication.
  • Options - Any additional privileges granted to the employee.

When you create an employee profile, you must fill in the following fields:

  • E-mail - Enter the employee's e-mail address. Please note that only one employee profile can be linked with each valid e-mail address.
  • Superior employee - Here, you'll see a drop-down of other employees at your property. Choose the person that this new employee should report to. They will automatically be added to their proper place in the property's hierarchy, which is visible from the main Employees page.

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An employee's email address cannot be updated. If it is incorrect, you must delete the profile and create a new one.

You can set up an employee's rights and privileges with the following fields:

  • Department - Select that employee's department to assign tasks or notifications to employees of that department only.
  • Admin - Select this option to give a user admin rights. Admin users will automatically be given all user rights available in the system. In addition to those privileges, admin employees will be able to modify the editable history window (EHW). If you select this option, the Workplace privileges selection will disappear, as all rights apply and it is no longer necessary. Please note that this privilege should be given sparingly and to your most trusted employees as it allows them to edit tax documents and important system data.
  • Receive customer messages - Select this option if user should receive messages from customers using the Mews Navigator.
  • Workplace privileges - Choose any of the following privileges that this user should have:
    • Charge cards online - Employee can charge payment cards via online gateway.
    • Configure enterprise - Employee can access and change property settings.
    • Configure services - Employee can manage services and products.
    • Configure spaces - Employee can modify spaces and place them out of order (OOO). Placing a space out of order has a direct impact on your inventory, so this privilege should be given sparingly.
    • Issue invoices - Employee can issue invoices.
    • Manage companies - Employee can create and manage company profiles.
    • Manage customers - Employee can create and manage customer profiles. If an employee does not have this privilege, they will not be able to view any customer data.
    • Manage employees - Employee can create new employee profiles and assign workplace privileges. This privilege should be reserved for senior management.
    • Manage reservations - Employee can create new reservations and modify reservation details.
    • Manage travel agency contracts - Employee can create and manage travel agency profiles.
    • Overbook services - Employee can create a reservation even if the space type is fully booked.
    • Perform housekeeping - Employee can change a space's status.
  • Cashiers - Assign one or multiple cashiers to the user.

After you create the employee profile, a one-time activation email is sent to the employee to finish setting up their account. They can also upload their profile image, change or reset their password, and turn on two-factor authentication.

Mews clues

Employees can sign in to Commander even when they are not physically at your property. If an employee leaves their position, it is important to delete their profile as soon as possible so that they cannot access your property's data or make changes within the system.

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Departments

 

Departments are used to help properties identify groups of individual employees with similar responsibilities, and then distribute tasks and orders from guests to those respective groups accordingly.

To view your departments, go to Main menu > Settings > Property > Departments.

This page includes a full list of departments in your property. From here, you can create, manage, or delete departments as needed.

Create

See our step-by-step guide for instructions on how to create, modify, or delete a department.

Departments differ from property to property, as each one is unique in the way they operate. Some common examples of departments include:

  • Housekeeping
  • Maintenance
  • Reception
  • Food and Beverage

Settings

Below, you can find information regarding all settings that apply directly to Departments in Mews:

Employee profiles

  • Department - When a new employee profile is created, you can assign a Department for each employee; in this field, you will see a drop-down list of all departments created in your property settings

Tasks

  • Department - Select from a drop-down of departments at your property to indicate who is responsible. In the primary Tasks page, you can also filter by Department to check on items that still must be completed.

For all services, both stay and non-stay, you can find the following options in the settings:

  • Options > Options
    • Order generates e-mail - Indicates that responsible party will receive an e-mail for new orders
    • Order generates notification - Indicates that responsible party will receive a notification for new orders
  • Stay Services > Responsibility
    • Responsible Department - Choose from departments to indicate who will receive notification or e-mails whenever this particular service is ordered. You can set up the responsible departments when you go to settings of each service under the tab.

Mews clues

Watch our video about departments for more information about setting them up properly.

 

This page includes all primary settings that apply to the entire property, which is split into three primary sections. From this main settings page, you also have access to an additional Settings menu, allowing you to easily navigate to other sub-sections of your Mews configuration.

To view your main property settings, go to Main menu > Settings > Property.

Please note that only employees with admin rights have access to this menu item.

Admin rights should be handed out very sparingly, as anyone with access to your property's configuration can change any and all settings, which can then have a major impact on your operation. We generally recommend that admin rights should not be given to more than 2-3 people per property.

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General settings

 

On this screen, you can edit your property's settings.

General settings

  • Identifier - Identifying number associated with this specific property for internal use
  • Subscription - Identifying number associated with this specific property for internal use
  • Chain - Pre-filled with the name of your property; this field is not editable
  • Name - The official name of your property as it will appear throughout the system and all e-mail communication
  • Short name - Abbreviated form of your property's name for internal system use in places where space is limited
  • Unique name - Your property's name as part of the link that is e-mailed to guests with their login information. Complete the field with the name of your property formatted without spaces in all lowercase letters (eg. waldorf-astoria). Please note that this field is very important for future communication with your customers.
  • Type - Select the most accurate property type from the drop-down menu; we support the following space types
    • Apartments
    • Cruise ship
    • Hostel
    • Hotel
    • Motel
    • Resort
    • Shop
    • Spa
    • Villas
  • E-mail - E-mail address for general contact with your property. This will be included as contact information for guests, so please ensure that this account is reviewed daily by your team.
  • Telephone - Phone number for general communication with your property, including country code
  • Website URL - Your property's website address. Please note that you must include https:// before the URL or to create a working link.
  • City - Select the correct city where your property is located. This is used for Mews Navigator.
  • Google address search - Mews uses the Google address search to find and auto-complete addresses. Start typing the address in this field and it will present address options to auto-complete these sections. If you cannot find the correct address using the Google address bar, you may manually enter the address in the fields below.
    • Address line 1 - Street address and house number
    • Address line 2 - Additional address information, often neighborhood, apartment, or building numbers
    • City - City or town where this address can be found
    • Postal code - Unique number to identify the area where this address is located
    • Country - Depending on the country selected, you may be presented with additional fields to include.
    • State/Province - Please note that this field will only appear for addresses in particular countries. This drop-down menu should include only options that are applicable to the country where this address can be found.
  • Latitude - Used in Mews Navigator for specific placement of your property.
  • Longitude - Used in Mews Navigator for specific placement of your property.
  • Operational editable history window - The editable history window (EHW) is a setting that determines how far back in time you can modify operations in Commander, such as room blocks, reservations, and service orders. See Editable history window for more information and recommendations.

Globalization

  • Time zone - It is critically important that the correct time zone is selected as this field is not editable after your property's initial setup. If this information is not correct, please contact Mews support.
  • Legal environment - Determines taxation and accounting rules for your property within the Mews PMS. This should match the country where your property is located. This field is not editable after your property's initial setup. If this information is not correct, please contact Mews support.
  • Default currency - All properties must choose a default currency, which is primarily used for all payments and transactions. This field is not editable after your property's initial setup. If this information is needs to be changed, please contact Mews support.
  • Default language - The primary language used throughout the system for users. All communication with customers will be primarily in this language, unless otherwise specified in their guest profiles.
  • Default culture - Determines the format of date and time, alphabetical order and local calendar preferences (e.g. the first day of a week).

Subscription

This section is used to identify the responsible party for accounting purposes and for settling all Mews invoices. This data is used by the Mews accounting team to send invoices as per your property's contract.

  • Code - Identifying number associated with this specific property for internal use
  • E-mail - E-mail address of the person in the accounting department where Mews invoices should be sent
  • First name - Given name of responsible party to whom we should address all invoices
  • Last name - Surname of responsible party to whom we should address all invoices
  • Company - Official company name as will be included on all invoices
  • Tax ID number - Your property's unique tax identification number to be used on all invoices
  • Google address search - Mews uses the Google address search to find and auto-complete addresses. Start typing the address in this field and it will present address options to auto-complete these sections. If you cannot find the correct address using the Google address bar, you may manually enter the address in the fields below.
    • Address line 1 - Street address and house number
    • Address line 2 - Additional address information, often neighborhood, apartment, or building numbers
    • City - City or town where this address can be found
    • Postal code - Unique number to identify the area where this address is located
    • Country - Depending on the country selected, you may be presented with additional fields to include.
    • State/Province - Please note that this field will only appear for addresses in particular countries. This drop-down menu should include only options that are applicable to the country where this address can be found.

Logo

Your logo will appear in several places, including bills, registration cards, and emails. See our step-by-step guide for instructions on how to upload your logo.

Background image

Your background image will be displayed in Navigator and Distributor. See our step-by-step guide for instructions on how to upload your background image.

Import customers

To import customer and/or company data from your previous PMS to Mews Commander, click the Import customers button and then Download empty template. The spreadsheet must be filled in carefully, as any mistakes could result in the import failing or pushing incorrect data to the system. Please note that any pre-filled sections of the import file should not be modified.

Mews clues

The first time you import reservations, focus on a small batch of about 50 reservations. It will help to see if you are doing everything correctly or not. Please make sure you check that everything went fine for your first small batch of reservations before moving onto importing 500-reservation batches, as manually canceling reservations that have been incorrectly imported is very time consuming.

Notes have been added to the headers, with information on how to fill in each of the fields. Headers marked with an asterisk indicate mandatory fields. It is possible to complete only the mandatory fields, but it is highly recommended that you fill in as many fields as possible.

Companies
It's useful to use the import tool to import companies that corporate guests often book with. In the Customers tab, you can attach a partner company to a guest, which will then be displayed on the guest's reservations and profiles.

Customers
When you import customers to Commander, new user profiles will be created based on the provided email addresses and customer details. Users will receive an automatically-generated email to inform them that their information is safely stored in Mews and available to them should they wish to request deletion or update their details.

When you have finished filling in the spreadsheet, save the file and go back to the Import Customers screen in Commander. Click Choose File, select the file name, and then click Import customers. The system will begin processing the import, and you will receive an email when it is successfully completed.

If an error occurs during the import, you will be notified in Commander. Additionally, a full report of the errors will be sent to you by email.

Mews clues

When importing your database from your old PMS, your past guests will receive an e-mail notification regarding the safe storage of their personal information in a new Mews Navigator profile. This is according to the General Data Protection Regulation (GDPR) legislation, as we must inform all guests that we have their personal data on file by law. For this reason, Mews would suggest that you avoid importing old and irrelevant data. Import only information relevant to your current and future guests.

When entering your data, all dates must be consistently formatted in one of the following ways: dd/MM/yyyy, d/M/yyyy, yyyy/MM/dd. If date formats are not entered in one of these formats, your data will not be accepted by the system and you must correct all formatting before import can be successfully completed.

Please note that if a hostel imports all reservations including the space number, the reservation will not be assigned to that space number that is indicated in the Excel file. Rather, space number would be used only in case the originally booked space type is not specified.

 

For properties with external revenue sources—such as a restaurant or spa—setting up outlets in Commander can help you track that revenue and analyze your outlet performance in the Accounting Report and Manager Report .

To view your outlets, go to Main menu > Settings > Property > Outlets.

To add a new outlet, click the + button. Enter the name of the outlet, and click Create. All outlets created in Commander are listed on the main Outlets page. Select an existing outlet to edit it.

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Calendar events

 

Custom calendar events can be used to mark public holidays, special events, or important observances that are relevant to your property's operations.

Calendar events are visible in the Timeline, the Rate Management screen, the Occupancy Report, and the Availability Report. In each one, you will see a number appear next to each respective date, which corresponds to the number of events that are happening on that day. Hover over the number to see event details, which are listed in chronological order.

Create

To create a new event, go to Main menu > Settings > Property > Calendar events.

Click the + button. You will see the following fields to complete:

  • Name - Title or short description of the event
  • Start - Date and time that the event begins
  • End - Date and time that the event ends

When all information is correctly completed, click the Create button and you will be automatically redirected to the main Calendar Events page, where you can see a list of all currently saved calendar events for your property.

From here, you can click on the title of events to edit details at any time.

Delete

To delete a calendar event, go to Main menu > Settings > Property > Calendar events. Click on the Name of the unwanted event, and then click the Trash icon. After confirming deletion, you will be redirected to the main Calendar Events page, where you can create or edit further events as needed.

 

In the finance settings, you are able to set up the basic mappings and settings that affect your financial reporting from the system.

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Accounting configuration

 

The Accounting Configuration screen is where you can manage all of your accounting-related settings.

When setting up your accounting configuration, Mews would advise that you consult with your accounting team for further guidance, since this configuration would be most important to them and it may not be necessary to complete all available fields.

Below, you will find a description of each item located on your accounting configuration page:

  • Tax precision - Enter the number of decimal places used for tax calculations. Depending on your accounting preferences, you can also choose a higher number for increased precision in tax calculations. Leave this field blank to use the default rounding precision, which is defined by the coins and banknotes available in your accounting currency. If you change your tax precision, tax calculations made from that point on will be affected; calculations made before the change will not be updated. For more information about how Mews calculates taxes, see Taxation in Mews.
  • Accounting editable history window - The accounting editable history window (AEHW) is a setting that determines how far back in time you can modify accounting items. This window only allows you to modify items on bills that have not yet been closed; reservations with items on closed bills cannot be modified in any way—to correct, you must create a rebate for that bill. See Editable history window for more information and recommendations.
  • Options
    • Allow modifying closed bills - Select this option to allow bills to be reassigned and modified after they've been closed.
    • Enable automatic rebate bill closure - Select this option to enable automatic closure of rebate bills. When you cancel an open item with a consumption time outside of the AEHW, the system will automatically move the item and its corresponding rebate item to a new open bill, which will then be closed automatically if balanced. When you cancel an item on a closed bill, the system will automatically create a rebate item and post it to a new open bill; however, the system will not close this bill automatically because it still needs to be manually balanced.
    • Optional credit card payment details - Selecting this option means that Mews will not require the hotel to complete the receipt identifier details when posting manual credit card payments. Selecting this option will significantly speed up the check-in and checkout processes. This option is only applicable for payments that are made on an external terminal and then manually input later using information from the terminal receipt. Payments made via the Mews Payment gateway (Adyen/Stripe) include all payment details, which are automatically recorded by our system.
    • Receivable tracking enabled - Select this option to enable payment tracking for outstanding invoices and their respective due dates. You can find this information in the Bills and Invoices Report. If you have enabled "Invoice" as an external payment option, we would recommend selecting this option as well.
    • Require accounting category setup - Select this option to to require all products and services be connected to an accounting category when created or modified.
    • Separate deposits on bill - Select this option to create a separate section of Deposits on all your bills; if selected, Deposits will appear between the Items and Payments sections.
  • Enabled external payment types - Select which of these external payment types you'd like to accept at your property. An external payment type is defined as any payment that is made through an external source that is not associated with the Mews PMS.
    • Bacs - A wire transfer within United Kingdom financial institutions.
    • Bad debts - An outstanding balance that is recorded as a loss of revenue or unlikely to be received regardless of reason
    • Bank charges - Any fee or charge from a financial institution
    • Barter - Any non-monetary payment including special deals. Please note that VAT Rates still apply to the value of the product or service. This is only applicable to properties in Germany.
    • Cash - A cash payment, including all supported currencies.
    • Commission - A sum of money paid upon the completion of a task, often relating to the selling of certain number of goods and services.
    • Complimentary - Any item or service that you'd like to provide to a customer without charge. Please note that VAT still applies to the value of the item or service.
    • Credit card - A credit card processed by an external system
    • Cross settlement - A foreign exchange transaction in which your property receives a different currency than the original listing
    • Exchange rate difference - A leftover amount of currency that is a result of exchange rate fluctuation, causing a difference between the former and current payment balances. The rate difference is recorded as an external payment to allow balance of zero.
    • Exchange rounding difference - Exchange rate difference for amounts less than one whole unit of currency
    • Invoice - An invoice processed by an external system
    • Prepayment - Revenue received in the past with already reported tax
    • Reseller - Revenue coming from any reseller of goods or services
    • Unspecified - A payment that comes from a source not otherwise specified
    • Wire transfer - An electronic payment sent directly from a bank account to your property
  • Accepted manual credit card types - This drop-down contains a list of all card types that are supported in Mews. Select only the card types that you would like to accept in the Manually charged payment field. Please note that only the items selected in this setting will appear as options in the Type field as you take manually charged card payments.
  • Bill closing
    • Always allowed - You may close bills at any time, even if the items on the bill have not yet been consumed (for example a future stay)
    • Only with consumed items - You may only close bills that have consumed items on them. Therefore, if there is a future stay or transfer planned and pre-paid, the system will not allow you to close this bill until the day of checkout. This setting is extremely restrictive to front desk, and we do not recommend using it.
    • Only with consumed items half day window - You may not close a bill with consumed items until the day of departure, however you can make changes to the booking up until departure. From the moment that a bill is closed, you cannot make changes to that booking because the items that are already on that closed bill would be affected by the change. This is the most flexible setting and we recommend this option over the others.
  • Invoice due interval - The standard number of days within which an invoice should be settled. For example, if you issue an invoice and it should be settled within 30 days, this field should be set to 30. When a new invoice is created, it will be set to this number of days by default, however you can manually specify a different due interval if necessary.
  • Tax rate codes - Open text fields where mapping codes can be entered as dictated by the accounting software of your choice. These are also known as VAT Rate fields. These are used for accounting exports that may require mapping of all products and payments, including their VAT Rates. VAT Rates vary by country. Please consult your accounting team for further guidance.
  • Default invoice counter - This is the counter through which all invoices will be processed by default. Should there be a more appropriate counter for an invoice, you can still choose a different counter before any invoice is issued to a client.

Use the following configuration options to assign accounting categories to additional expenses which are connected to your stay services. Before completing these fields, you must first create those accounting categories for each payment type and their specific accounting codes.

Once created, you can return to the accounting configuration screen and select the correct accounting category] for each payment type. After each payment is correctly mapped, your accounting integrations will automatically pick up this mapping information.

Regarding the display of data in the Accounting Report, assigned accounting categories for different products, services, room type, rates, etc. are all mapped in the same way as payments.

  • Cash payment - Any payment received in the form of cash. This includes all currencies that your property has chosen to support.
  • Invoice payment - Any payment received and used to settle a previously issued invoice.
  • Unspecified credit card payment - Any credit card payment that was made and received using a payment terminal that is not connected to or associated with the Mews PMS.
  • Additional expenses - Set up accounting categories for the following additional expenses:
    • Additional expense rebate - A rebate for a product service order.
    • Cancellation fee - A fee that is charged after a reservation is canceled.
    • City tax - A tax that is charged for staying in your property's city and added to the cost of accommodation.
    • City tax discount - A tax that is charged for staying in your property's city and subtracted from the cost of accommodation so that the overall cost does not change.
    • Custom item - Any item that cannot be otherwise categorized but is related to accommodation.
    • Deposit - A sum of money that is paid in advance to secure accommodation services booked for the future.
    • Exchange rate difference - A leftover amount of currency that is a result of exchange rate fluctuation, causing a difference between the past and current payment balances.
    • Night rebate - Any rebate given for a night of accommodation.
    • Product order rebate - Any rebate given for a product order.
    • Service charge - A charge incurred as a result of another service provided (i.e., additional cleaning fees for damaged property).
  • Terminal payments - Terminal payments include all credit card payments made using a physical terminal. Select which credit card types you would like to support at your property. If you've chosen not to support a certain card type, it may not be necessary to assign an accounting category to that item. Please consult with your accounting team for further guidance.
  • Gateway payments - Gateway payments include all online credit card payments. Select which credit card types you would like to support at your property. If you've chosen not to support a certain card type, it may not be necessary to assign an accounting category to that item. Please consult with your accounting team for further guidance.
  • External payments - Select the accounting categories associated with the enabled external payment types you've selected above. An external payment type is defined as any payment that is made from an external source that is not associated with the Mews PMS. This list is identical to the possible external payment types you can enable above. Descriptions of each item can be found above. If you've chosen not to enable a certain payment type, it may not be necessary to assign an accounting category to that item. Please consult with your accounting team for further guidance.
  • Bill header - This information will appear at the top of your bills, proformas, and invoices. Complete this field with all official hotel details that you'd like to be available. These details may include address, hotel name, VAT, bank details, etc. Using HTML format, you may also use this space to add a personalized message.
  • Bill footer - This information will appear at the bottom of your Bills, Proformas, and Invoices. Using HTML format, you may complete this field with any additional information, contact details, or personalized messages from your property. This space is a great opportunity for including marketing material, such as upcoming deals or promotional codes.
  • Fiscal year start - Select the month on which your fiscal year starts. The system will automatically set the start date to the first of that month at 12:00 AM. Please note that this field is optional, and your selection only affects data in the Fiscal Record Report.

Mews clues

The design of the bill cannot be modified in any way. This design was chosen because the format is valid across all hotels worldwide. We are not able to make exceptions because of the increased risk of bugs or misprinting. In order to minimize those risks, we have chosen to use one universal template.

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Exchange rates

 

Below, you will find an overview of all features regarding your property's exchange rates. Your property may support as many currencies as you would like, however your default currency must be chosen during your property's initial setup. You can find your default currency displayed under the 'Globalization' section in your general settings, however this is only editable using a Global Admin account.

On the exchange rates screen, you will find a list of all currencies that your property has chosen to support, each with its own column. They will be listed in alphabetical order with the following information:

  • Currency - The 3-letter abbreviation of the currency, such as 'EUR', 'GBP', or 'USD'
  • Is enabled - Selected checkboxes are enabled, or deselect to disable
  • To [Default Currency] - Exchange rate of that currency to default currency
  • From [Default Currency] - Exchange rate of default currency to that currency

The Mews Commander works with a multi-currency environment, meaning that you can follow a different sales currency (or multiple sales currencies) that will at some point be converted to the local currency. If you do not regularly update the exchange rate, it is likely that exchange rate differences will occur.

If you would like to update your exchange rates manually, you can set those rates on this page. However, to avoid problems with exchange rate differences, Mews would recommend hotels change their exchange rate a minimum of one time per month. Alternatively, you can use the exchange rate provider integration to create automatic updates.

If an exchange rate difference occurs, causing a discrepancy in the customer's billing, you will see a notice on the customer billing screen. If you see this notice, it is a result of the system automatically calculating the amount and posting the correction to ensure the correct handling of the exchange rates. Discrepancies are most commonly caused when charges are paid in advance for future bookings, as with non-refundable rates for example.

Add an exchange rate

Go to Main menu > Settings > Property > Finance > Exchange rates, and click the + button.

The next screen will present you with a drop-down menu including all currencies supported by Mews Commander, listed in alphabetical order. Select the currency that you'd like to add to your property and click 'Create'. This will take you back to your list of currencies, where you will should see the new currency in the updated list.

Once you've added the new currency, the exchange rate will not be automatically set, and you will see the the rates are listed as 1:1. To update this list, manually enter the rates you'd like to use, or wait until the automatic update time set in the exchange rate provider integration.

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Accounting categories

 

Accounting categories are used for classification and mapping of your property's product inventory and revenue. These categorizations are then used by the hotel or by the property's accounting team for reporting revenue. To view and edit your accounting categories, go to Main menu > Settings > Property > Accounting categories.

Here you can create a new accounting category. Once your accounting categories have been set up, you will see an overview of all accounting categories for your property here.

When setting up accounting categories, Mews would advise that you consult with your accounting team for further guidance, since the configuration would be most important to them and it may not be necessary to complete all available fields.

If your property does not use an accounting system that requires categorization and if you're not using an integration that specifically needs them, it may not be necessary to set up accounting categories.

Mews clues

In several of the finance-related Mews reports, you have the option to filter results by accounting categories. In some reports, you can group results based on service, accounting category, or accounting category classification. Reports with this feature include:

  • Accounting Ledger - filter by service or accounting category only
  • Accounting Report
  • Manager Report

Create

To create a new accounting category, click on the + button in the top right of your screen. On the next screen, you will need to enter the following information. Required fields are marked with a *.

  • Name - The name of the accounting category that will appear in reports and exports. (e.g. Minibar, Beverages, Accommodation, Rentals, etc.)
  • Code - An internal code that is included as part of the Accounting Report export.
  • External code - Codes used by external accounting software can be entered here so that items are easily recognizable between both programs. This field is specific to Mews' accounting exports. Mews recommends that you consult your accounting team for further guidance regarding the completion of this field.
  • Cost center code - Used to identify the department to which costs should be allocated. This field is specific to Mews' accounting exports. Mews recommends that you consult your accounting team for further guidance regarding the completion of this field.
  • Ledger account code - Used for double-entry bookkeeping. This field is specific to Mews' accounting exports. This field is specific to Mews' accounting exports. Mews recommends that you consult your accounting team for further guidance regarding the completion of this field.
  • Posting account code - Used for double-entry bookkeeping. This field is specific to Mews' accounting exports. Mews recommends that you consult your accounting team for further guidance regarding the completion of this field.
  • Classification - Used for some integration partners (e.g. Snapshot) that require specification of what each accounting category is used for. For example, you may need to define which categories are linked to accommodation. These classifications can be used as filters in the Accounting Report and Manager Report. Mews would recommend that you consult with your accounting team, as it may not be necessary to complete this field.
    • (no selection)
    • Accommodation - Costs/revenue related to stay
    • Events - Any one-time occasion or special event fees
    • External revenue - To classify all costs/revenue that do not belong to a property but is being resold. (i.e. city taxes, outsourced transport, tours)
    • Facilities - Access to a particular room, conference center, or other facility
    • Food and beverage - All items including or related to food and beverage
    • Payments - To classify all payments together in addition to the split ones on the accounting category level
    • Sport - Access to sports-related areas or equipment
    • Sundry income - Costs/revenue that is not under direct control of the property (e.g. deposits, foreign exchange fees, penalties)
    • Taxes - Tax costs/income
    • Technology - Internet access, cable access, data, movies, etc.
    • Tourism - Any property-related programs, such as excursions, tours, bar crawls, etc.
    • Wellness - Use for any kind of spa treatments you may have available
  • Export without tax - This tick-box is applicable only for the Sage accounting export. Should you be using this export, your accountants will advise.
  • Created - The date and time an accounting category was created, and the name of the user who created it.
  • Updated - The date and time an accounting category was most recently updated, and the name of the user who updated it.

Mews clues

Accountants can create as many accounting categories as they would like to allow for easier reporting and a more detailed accounting report.

When you change the accounting category of a certain item, the new accounting category will also apply to items accounted for in the past.

Overview

Once you have created your accounting categories, you will see an overview of all categories listed on the main Accounting Categories screen. For each accounting category, you will also see the following details:

  • Name - Name used to identify the accounting category
  • Code - Internal code used as part of the Accounting Report export
  • External code - Codes used by external accounting software
  • Cost center code - Used to identify the department to which costs should be allocated
  • Ledger account code - Used for double-entry bookkeeping
  • Posting account code - Used for double-entry bookkeeping
  • Classification - Used for some integration partners (e.g. Snapshot) that require specification of what each accounting category is used for
  • Services - All services linked to the accounting category. For more information about setting up services, see Services.
  • Products - All products linked to the accounting category. For more information about setting up products, see Stay Products.

You can assign accounting categories to the following items:

  • Room Categories
  • Services
  • Service Products
  • Stay
  • Stay Products
  • Cancellation Fees
  • Deposits
  • Payment Types
  • Rates
  • Refunds/Rebates

Recommendations

Below, you can find a list of accounting categories according to the International Financial Reporting Standards (IFRS) for Hospitality. Use these as a guide or template as you configure your property's financial settings:

These suggested categories are very flexible, depending on what you'd like to track in your accounting software. Usually all revenue statistics are obtained from your PMS, and accounting data is used only for Profit and Loss (P&L) purposes, so there is no requirement to have details on financial statements. These P&L reports are 90% manual and very time consuming to complete, as opposed to reports in Mews, which include less data and is therefore much better for many properties. If all your products are set up properly, it may not be necessary to use accounting categories in Mews. It is most important that your settings correspond to your reporting and accounting needs.

Below, you can find recommended categories according to IFRS hospitality standards for hotel revenue reporting. Complete these settings with the corresponding accounting codes, which depend on country and local accounting standards, and also cost centers, which may depend on company structure.

Please note that the below recommendations are examples and some of the categories may need to be further split due to more tax rates. As always, Mews would highly recommend that you consult with your accounting team as you decide how to configure all financial settings for your property.

Accommodation

  • Room Revenue
  • Cancellation Revenue
  • Deposit
  • Discount
  • Late Checkout

Food and beverage

  • Breakfast
  • Bar
  • Minibar
  • Shop

Payments

  • Paid out
  • Cash
  • Visa
  • MasterCard
  • American Express
  • Other CC
  • Bank Transfer

Sundry Income

  • Laundry
  • Parking
  • Service charge
  • Miscellaneous

Taxes

  • City tax

For additional guidance, please watch our video about accounting categories, which can help you to better understand how to set them up properly and how they work.

 

Cashiers record all cash transactions made in Mews Commander. These include both internal transactions and cash payments on guests' bills. Commander also maintains a full overview of incoming and outgoing cash. Cashiers must be set up in your Finance Settings before your property can handle transactions.

At any point, users can view a current shift overview, including the current balance, which should correspond to the actual real-life balance of the cashier.

All cash transactions are recorded in chronological order. Once completed, transactions are organized into shift overviews. Past transactions can be found at any time by searching for the past shift during which it was completed. Each transaction is also accompanied by a unique receipt.

For more information about how to manage cashier shifts and transactions, see Cashiers.

Create

To view or edit your cashier settings, go to Main menu > Settings > Property > Finance > Cashiers.

Here you can find a list of all cashiers that have already been set up in your property settings. To create a new cashier, click the + icon at the top of the page and complete the following fields:

  • Name - Use the location of the cashier or the name of the individual(s) that have access as the name of your cashier
  • Ordering - If you have multiple cashiers, you can set the order cashiers will appear on the main Cashier screen (a value of 0 will place the cashier at the top)
  • Enabled currencies - Choose which currencies you would like to accept. This is only applicable if multiple currencies are set up at your property (to add another currency, see Exchange rates).
  • Employees - A list of employees currently working at your property. Select who should have access to this cashier. Once these users have been selected and saved in the system, they will immediately see a new icon on their screen allowing them to use the cashier. Please see Cashier Responsibility for more information on assigning employees to cashiers.

When all information has been correctly filled in, select the Create button to allow employees to receive payments and complete cash transactions. To open or close a shift, see Cashiers.

Cashier responsibility

Property admins can choose which employees have access to specific cashiers. An admin may choose to assign a cashier to an individual person, such as a department manager, or to multiple people, such as the employees of one particular department. With regards to employees, properties may choose to set up their cashiers in a couple of different ways:

  1. All employees of one department could share one sum of money for a particular shift or work day. Multiple employees could then be assigned to one cashier in the system. For example, assigning all of your reception staff to one "Reception" cashier.
  2. Each employee could be responsible for their own sum of money for the duration of their shift. You could then create a single cashier for each individual employee, assigning only that employee to said cashier. In this case, you could name each cashier after the employee that is assigned to it. Under these circumstances, multiple employees could be using the same physical cashier, but they would each be responsible for balancing the sum at the end of their shift.

Mews clues

It is very important that every user who accepts money is assigned to at least one cashier. If a user who is not assigned to a cashier accepts money and posts the transaction on a guest bill, the money will not be recognized by the cashier. This will result in the cashier being unbalanced.

Delete

In the same settings, click on the title of the cashier you'd like to delete. Click the Trash icon, then click Delete. When you return to the Cashiers screen, this cashier will no longer be listed. Please note that this action cannot be undone.

 

Counters are used to assign numbers to bills as they are created and closed. Once created, each bill closed through that counter will follow a line of numbering to prevent duplicate bill numbers.

Properties will usually have one line of numbering, and any bill or invoice closed will follow this line of numbering, starting at 1, 2, 3, etc.

With bill counters it is possible to set up unique numbers or create multiple lines of numbering. Each document however can ONLY contain 1 number, once the document is created its locked and not possible to change that bill to another line of numbering, as its become a legal tax document.

Create

To view or edit your bill counters, go to Main menu > Settings > Property > Finance > Counters.

Here, you can find a list of counters that are being used in the system.

You can create two types of Counter in Mews Commander:

  • Bill Counter - Used for bills and invoices
  • Proforma Counter - Used to preview bills and invoices.

To create a new counter, simply select the + button and select which type of counter you'd like to create.

You will need to complete the following fields.

The fields for both types are described just below, however please note that if you creating a Proforma counter, you will not see fields for Bill type code nor Display CID. Required fields are marked with *

  • Value - Enter the value from which you would like to start counting
  • Name* - what is the name of the bill counter
  • Number format - should you wish to have your bills/invoices to start with a prefix number, this is the field where you can set this value. Note that Bills & Invoices (currently) share the same line of numbering. In order to set up for example a starting number 2015 in front of your bills, you have to follow it by a placeholder, to let the system know how to format it. So it would be 2015{0:0000}
  • Title - important for accounting exports, to show if the bill has a specific title
  • Bill type code - important for accounting exports, to show if the bill has a specific accounting code
  • Display CID - Bills and Invoices will display CID codes. This option is only applicable to properties in Norway.

Manage

To manage a bill counter, navigate to the counter page location as described below:

  • Main Menu > Settings > Property > Finance > Counters

Here, you can find a list of counters that are being used in the system listed with the following information:

  • Name - Name that you have chosen for this counter
  • Is default - yes or no. Only one counter may be default.
  • Value - Current number of bills that have been closed using this counter
  • Number format -

Default

For bill counters it's important to always select one of the counter as a "default counter" which is the counter it will pre-select upon closing of a bill or invoice by default. Should the user wish to have a bill following a different numbering, upon closing of the bill, they can manually reassign the counter, prior to closing the bill.

Mews clues

Default invoice counter settings can be set in your accounting configuration.

Reset

We strongly recommend against resetting your counters, as it might cause duplication of bill numbers if you forget to change the formatting of the number. However many hotels would like to start their new year with a fresh line of numbering, and for this reason they may choose to use this option.

Mews clues

Properties could also consider creating a new counter to use at the beginning of each year, making it easy to differentiate items and fully preventing the possibility of bill number duplication.

When you reset a counter, it can only be reset to a value of 1, even if you chose to start the bill numbers at a higher value previously. This is the reason that we'd recommend against resetting counters. If you'd like for a counter to reset at a value other than one, you must create a new counter.

Delete

To delete any bill counter, simply open the counter, and click the Trash icon.

Service Order

A service order counter is used to process only service orders.

Each service order is automatically assigned a number from the moment that it is created, starting with 1.

Currently, it is not possible to change this line of numbering. You may reset your counter at any time, but Mews would not recommend doing so because it may cause duplicate orders, which could then conflict with your accounting reports.

Mews clues

Please note that it is not possible to have more than one service order counter.

Proforma

A proforma counter is used to create invoice previews before closing and issuing them to customers.

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Space configuration

 

Your space configuration settings include the following:

This is a list of all the rooms at the property, with key information organised under the following columns:

  • Number
  • Floor number
  • Space category
  • State
  • Reason for state
  • Space features

Mews clues

  • You cannot delete a space if it has any reservations in the future.
  • If a room is within a parent room, you can delete the room from that parent if it does not have future occupancy, i.e. you can delete a bed in a dorm with no future bookings, but you cannot delete the dorm if any bed within it has future bookings.
  • Please note that properties are limited to a maximum of 5,000 spaces.

Create a space

See our step-by-step guide for instructions on how to create, modify, or delete a space.

To view or edit your space settings, go to Main menu > Settings > Property > Space configuration > Spaces.

  • Number - The space number.
  • Floor number - The floor which the space is on.
  • Building number- The building which your space is in (if your property consists of multiple buildings).
  • Parent room - If you are creating a space within a space, for example a bed in a dorm, use this field to select the larger space.
  • Category - The space category.
  • Space features - The features of the space, for example ‘close to elevator’, ‘high floor’, etc. Please note, you must set up space features before you can add them to a new space.
  • Description - Additional information unique to each space.
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Space categories

 

Before settings up your spaces, it's important to create the different space categories, which will be assigned to each space number.

To view or edit your space categories, go to Main menu > Settings > Property > Space configuration > Space categories.

You will see a list of all the categories available at your property, including the following information for each:

  • Name - Full name of the space category
  • Space type - Choose between apartment, bed, dorm, room, or suite
  • Normal bed count - Number of people that this space can typically accommodate
  • Extra capacity - Number of additional beds that can be used to accommodate guests

Create

See our step-by-step guide for instructions on how to create or delete a space category.

To create a new space category, click the + button. Complete the following fields to create a new category:

  • Space type - Select the most applicable description of the space
    • Apartment - A set of rooms for individual occupancy, usually including household utilities
    • Bed - Used for single occupancy and often contained in a dormitory
    • Dorm - One large room containing several single beds
    • Room - One single room
    • Site - A general space type that can be used for any open area
    • Suite - A set of rooms designated for one reservation group
    • Villa - A detached or semi-detached building
  • Name - Name of the space category
  • Short name - An abbreviated name. This is an important field because they will save space for reporting statistics. Short name is also displayed on the timeline and in the New Reservation screen.
  • Description - This description will be shown in several parts of the system, including new reservation screen and Mews Distributor.
  • Ordering - Choose in which order you'd like the spaces to be displayed, with lower numbers appearing first in the list; ordering is important if you want to show spaces in a particular order on the timeline. Please note that if you would like your space categories in Distributor to be displayed in the same order they are displayed in Commander, it will not do so by default. Instead, when you create a category mapping for a space category, you must manually enter an ordering value that matches the ordering value given to the space category in Commander.
  • Capacity - Standard number people that can stay in this space; by default, this will be the maximum adult count available for selection
  • Extra capacity - Indicates how many extra people could be added to a reservation. Please note that adding extra people will affect the price.
  • Housekeeping interval - Period of time after which the spaces in this category will automatically change to Dirty. A housekeeping interval of one day will reset the space status to Dirty every day overnight. If you leave this field blank, your default housekeeping interval will apply.
  • Accounting category - A drop-down selection of accounting categorization as per your property's settings.
  • Space classification - An additional classification used for some revenue management systems. Mews would recommend that you consult your accounting team to decide whether you'd like to use these items in the setup of your property.
    • Family - A room or set of rooms to accommodate an entire family, including adults and children.
    • Junior suite - A small set of rooms designated for one person
    • One bedroom apartment - Two rooms for individual occupancy, including one bedroom and household utilities in the other
    • Other - A space that cannot be classified using one of these descriptions
    • Shared or dorm - A room including many individually sold beds or sleeping spaces
    • Standard double - Standard-sized room with two beds
    • Standard single - Standard-sized room with a single bed
    • Standard twin - Standard-sized room with two single twin beds
    • Studio - A single room for individual occupancy, including household utilities
    • Superior double - Larger-sized room with two beds
    • Superior single - Larger-sized room with a single bed
    • Superior triple room - Larger-sized room to accommodate up to 3 people with either one double and a single bed or a combination of beds and roll-aways.
    • Superior twin - Larger-sized room with two single twin beds
    • Three bedroom apartment - Several rooms for individual occupancy, including three bedrooms and household utilities in the others.
    • Triple - Standard-sized room to accommodate up to 3 people with either one double and a single bed or a combination of beds and roll-aways.
    • Two bedroom apartment - Several rooms for individual occupancy, including two bedrooms and household utilities in the others.
  • Reservation assignment strategy - Decide how to assign bookings for this space category within a property as they come in. This setting will override property-wide assignment settings for this category.
    • Bottom up - The first booking will be assigned to room 1, the second to room 2, and so on.
    • Random - Spreads bookings equally across the hotel in case there is no need to fill the property floor by floor.
    • Top down - Bookings will be assigned from the top to the bottom of the property.
  • Order e-mail template - While general confirmation e-mails do come from the system, sometimes it is necessary to deliver additional information to the guests of certain space types. For example, if an apartment is located next to the hotel, you may add the information about a different entrance. You can also use HTML here. Hence, this is a great place to for apartments to insert a Google maps link with the exact location of a specific apartment. Please see our article about placeholders for more information.

When you have completed all relevant fields, click Create and you will the following additional fields:

  • Identifier - Identifying number used for internal use
  • Channel manager ID - Enter a channel manager ID to map the space category to the channel manager
  • Created - Date and time the space category was created, and the name of the user who created it
  • Updated - Date and time the space category most recently updated, and the name of the user who updated it

To upload an image of the space category to be displayed in Distributor, click Choose File, select the file, and then click Change. If you choose not to upload an image, your default property image will be displayed instead.

Mews clues

In Distributor, occupied space categories are displayed to guests in grayscale and placed at the bottom of the screen to distinguish them from categories that can be selected.

Delete

To delete a space category, click on the name of the category and then click the Trash icon. This space category will no longer be visible on the main space categories page. Please note that deleting a space category cannot be undone.

Mews clues

If you delete a space category that is connected to an integration, it will automatically disconnect from the integration. However if you delete an integration, the space category will not be deleted. You can still see information about past space categories in the Reservation Overview, even if they no longer exist.

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Space features

 

For spaces with distinguishing attributes (such as a balcony or sea view), you can create a space feature and connect it to the appropriate space. These features will be visible for users when you click on the space number anywhere in Commander.

Create a space feature

See our step-by-step guide for instructions on how to create, modify, or delete a space feature, or read the following in-depth explanation of the fields on this screen.

  • Name - The name of the feature.
  • Short name - A short name that will be visible under Spaces in the Reservation module.
  • Description - A description of the feature for internal use.
  • Ordering - The order that the features will be displayed in, for example when shown in a list under Spaces in the Reservation module.
  • Classification - The type of feature.
  • Spaces - The spaces that include this feature.

If you would like to add a place to your guides that does not exist already, you can create it. Navigate to:

  • Main menu > Settings > Property > Places

When creating a new place, all fields are required. Make sure to provide a nice description, price level, tags, and a picture.

Any place you create will be shared with all other properties using Mews Commander, so make sure that the place does not already exist before you add it.

You can filter place results by city and state, using the Filter sidebar.

Create a place

To create a place, simply select the + button. Enter the following details:

  • Local name - Enter the local name of the place.
  • Name - Enter the international name of the place.
  • Short name - Enter a shortened name if necessary.
  • Description - Enter a description of the place.
  • Classification - Select a classification tag; only one tag can be assigned to a place, and this tag will assign a unique icon to the place on the map.
  • Price level - Select a tag that adequately describes how expensive it is to go to the place ("$" is the least expensive).
  • City - Select the city where the place is located.
  • Phone - Enter the phone number for the place.
  • Website URL - If the place has a website, enter the internet address here.
  • E-mail - Enter the place's contact e-mail address.
  • Address
  • Latitude/Longitude - Enter the latitude and longitude of the place's location. This information is important for correctly placing the place on the map.

After you have created places in the city, you can create guides based on these places. To find your guides or create a new one, navigate to:

  • Main menu > Settings > Property > Guides

When guests sign in to your hotel on the Navigator app, they will automatically be presented with your unique guides.

Create a guide

To create a new guide, simply click the + button, and enter the following information:

  • Name - Enter a name for your guide.
  • Short name - Enter a shortened version of the name if necessary.
  • Description - Enter a description of the guide.
  • Ordering - Enter a number to determine how the guide is displayed; lower numbers will be displayed first. For example, an ordering value of zero will be displayed above a value of one. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other guides.

Once you have created the guide, ensure that you upload a nice photo, which you feel represents the guide well. This is important as its the first photo that guests will see on the Navigator Guide section.

After this, you can start to add local places, via the "Linked places" section. Simply search the name of the places you would like to add (remember to also select the correct city).

 

Services are divided in 2 sections:

  1. Stay services - Manage accommodation rates, cancellation policies, rate management, and more. You can also set up products that can be packaged with accommodation, such as breakfast, city tax, etc.
  2. Services - Within Mews, a Service is a more general group of items, such as the minibar, taxi service, food & beverage, etc. These can be purchased independently of accommodation and posted manually to the guest's bill.

Hierarchy

When creating stay services and product services for your property, it is important to remember the categorization system with regards to these items. Services include three layers, which help organize and display items properly in the Mews Navigator. These three layers are as follows:

  • Level 1 - Service category (e.g. room service)
  • Level 2 - Product category (e.g. main courses)
  • Level 3 - Products (e.g. spaghetti and meatballs)

To help clarify structure of both products and product categories, you can now find them displayed together on the same page. With the hierarchical display, products within each category will be visible underneath their respective parent categories.

Following this logic, your property's services will be built according to the structure of the system and will then display beautifully in the Mews Navigator and also on the customer's billing screen in the Mews Commander.

Order e-mail

If you would like to send your customer an e-mail at the time of the order of the Service, you can type the e-mail in HTML in this field. Once the product is ordered by the customer (via Navigator or directly in the Commander), the system will trigger to send an e-mail to the guest. Of course we can only send confirmation e-mail to guests who have a valid e-mail address in their Guest Profile.

End e-mail

For some services, such as Accommodation, you may want to send an e-mail as a follow up once the service ends, to ask them how the service was enjoyed, or ask for feedback. Note that we can only send an end-email for services that have an end-date. At this moment, we only recommend setting this for Accommodation Services.

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Product services

 

To view or edit your services, go to Main menu > Settings > Services.

On this page, you will see two sections, labeled Service and Stay.

Product services are used to offer any items that the property may sell, which are not related to the guest's stay. Services can be tiered, creating a complex system of items for sale. Any service may contain multiple product categories, which then contain multiple products. For example, the hierarchy may include

  • Service - Minibar
  • Product category - Food items
  • Product - Mars Bar

Below, you will find detailed information about creating services, product categories, and products within a service. Scroll to the appropriate section for more information.

Service

To create a new service, navigate to the main Services page, click the + button and complete the following fields:

  • Enterprise - Pre-filled with your property's name. This field is not editable.
  • Name - Selected name of service. Please note that you can create products within this service, so it should be named for a more general category. This name will be displayed on bills and to customers via Mews Navigator.
  • Short name - An abbreviation of the previously chosen name, used in some places with space constrictions.
  • Description - A custom description for each item, which will be displayed in Mews Navigator. You can also include any other important information for guests, such as hours of service or purchase details.
  • Ordering - Choose the order in which you'd like this service to appear. Items with lower numbers will display first in the list. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other service categories. In addition to the main Services page, the ordering you choose will also be visible in the Customer Dashboard.
  • Currency - Choose the currency that you'd like to use for this service from the drop-down menu of all currencies enabled at your property. Please note that if you set the main product in one currency, all items within that product category must all be priced in the same currency.
  • Price - If this service includes additional items, this will be a service fee in addition to the cost of each item. If you do not wish to charge an additional service fee, you can leave this field blank.
  • Tax rate - A list of each VAT rate used by your accounting team. Please be very careful that you choose the correct VAT rate for each item, as it is very important for your fiscal reporting. If you are unsure, Mews would recommend that you contact your accounting team for guidance.
  • City tax
  • Options - Select the applicable options for each item.
    • Bill as package - Items with this option selected will be merged together into one line on the customer's bill. Please note that you must select this option for each item that you'd like packaged together. Items will always be expanded in internal reports.
    • Has configurable business segment - Please note that this item is not relevant for non-stay services. If you do not have a default business segment, select this option if you would still like the Business Segment field to appear to users. If this option is not selected, users cannot fill in business segment information.
    • Has expanded bill items - Grouped bill items will be displayed with each product as an individual line items on guests' bills. If you do not select this option, items will be displayed with a summary header and a total amount only. Please note that in your internal reporting, all products will be displayed individually.
    • Has overridable price - Standard price of this item can be overridden by an employee
    • Has overridable tax - Allows users to change the VAT of an item at the time of posting. This might cause products to be posted with incorrect taxes and could therefore cause problems for your accounting team later. For this reason, Mews would recommend against selecting this setting.
    • New order is being processed - When this service is ordered, it will automatically be processed. If not selected, an employee must manually accept and process an order. This is primarily important for orders from Mews Navigator, which require an employee to manually process. For example if a guest orders Room Service via Navigator, reception should "accept the order", which informs the guest that the order is being processed.
    • Offer to customer - Display this service to customers for ordering in Navigator.
    • Offer to employee - Display this service in the Customer Dashboard to allow employees to add it to a guest's bill.
    • Order generates e-mail - When a new order is made, the system will automatically generate a confirmation e-mail, which is sent to the customer's registered e-mail address.
    • Order generates notification - When an order is made, the system will generate a notification in Mews to the responsible employee.
    • Order requires completed notes - Notes must be included as a required field before an order can be completed. For example, if a guest orders a taxi, it's important for them to include the time and location of pickup or drop-off.
    • Orderable only with products - Service can only be ordered with sub-products attached. For example if you order 'Room Service', this order must include the items that you'd like to receive.
    • Retrospectively orderable - Service can be ordered after consumption date and will be available for manual postings. For example, minibar items in the guest's room that were consumed earlier in their stay.
  • Before order note - Any additional information that should be provided to customer along with order.
  • Responsible employee - If this service is managed by one particular employee, select that individual from the drop-down list. Please be sure to also select Order generates notification so that the selected employee will receive system notifications when a new order is placed. Check our article about employee profiles for more information.
  • Responsible department - If this service is managed by one particular department, select that department from the drop-down list. Please be sure to also select Order generates notification so that all members of that department will receive system notifications when a new order is placed. Check our article about departments for more information.
  • Accounting category - Select the accounting category that this service and all attached products should be under.
  • Rebate accounting category - Select the accounting category that this service and all attached products should be placed under when posted to a rebate bill.
  • Canceled item accounting category - Select the accounting category that this service and all attached products should automatically be moved to after cancellation.
  • Promotions - Select a time to promote this item to customers:
    • After check-in
    • After checkout
    • Before checkout
    • Before check-in
    • During stay

When all fields are correctly completed, click on the Create button.

After clicking Create, you'll be automatically redirected to that settings page of the service that you've just created. All previously described options will be divided into the five expandable and collapsible sections, where you can edit them as needed.

Product category

From the main Services page, click on the service for which you'd like to create a new product category.

Once within that service's settings, click the + button, select Product category, and complete the following fields:

  • Service - Pre-filled with the name of the service. This field is not editable.
  • Parent category - If this category should be within another category, select its parent from the drop-down list of existing product categories.
  • Name - Selected name of product category. Please note that you can create products within this service, so it should be named for a more general category. This name will be displayed on bills and to customers via Mews Navigator.
  • Short name - An abbreviation of the previously chosen name, used in some places with space constrictions.
  • Description - A custom description for each category or item, which will be displayed in Mews Navigator. You can also include any other important information for guests, such as hours of service or purchase details.
  • Ordering - Choose the order in which you'd like this product category to appear. Items with lower numbers will display first in the list. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other product categories.

When all fields are correctly completed, click on the Create button.

After creation, a field will appear where you may upload an image for this product category.

Product

From the main Services page, click on the service for which you'd like to create a new product.

Once within that service's settings, click the + button, select Product, and complete the following fields:

  • Service - Pre-filled with the name of the service. This field is not editable.
  • Name - Selected name of product. This name will be displayed on bills and internally.
  • Short name - An abbreviation of the previously chosen name, used in some places with space constrictions.
  • Description - A custom description for each item, which will be displayed in Mews Navigator. You can also include any other important information for guests, such as hours of service or purchase details.
  • External name - Name displayed to guests and customers within Mews Distributor and Navigator
  • Category - Select the product category of this item.
  • Accounting category - Select the accounting category that this product should be under.
  • Rebate accounting category - Select the accounting category that this product should be placed under when posted to a rebate bill.
  • Options - Select the applicable options for each item.
    • Bill as package - Items with this option selected will be merged together into one line on the customer's bill. Please note that you must select this option for each item that you'd like packaged together. Items will always be expanded in internal reports.
    • Offer to customer - Display this service to customers for ordering in Navigator.
    • Offer to employee - Display this product in the Customer Dashboard to allow employees to add it to a guest's bill.
    • Selected by default - Product will be automatically pre-selected, but user can still deselect it.
    • Uncountable - Product does not require count when ordering
  • Promotions - Currently, most of these fields do not have any application in Mews. With the upcoming extension of Mews Navigator, we will add functionality and update users accordingly.
    • After check-in
    • After checkout
    • Before checkout
    • Before check-in
    • During stay
  • Ordering - Choose the order in which you'd like this product to appear. Items with lower numbers will display first in the list. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other service categories. In addition to the Service Products page, the ordering you choose will also be visible in the Customer Dashboard.
  • Currency - Choose the currency that you'd like to use for this product from the drop-down menu of all currencies enabled at your property.
  • Price - Cost of that particular item, excluding tax.
  • Tax rate - A list of each VAT rate used by your accounting team. Please be very careful that you choose the correct VAT rate for each item, as it is very important for your fiscal reporting. If you are unsure, Mews would recommend that you contact your accounting team for guidance.

When all fields are correctly completed, click the Create button.

After creation, a field will appear where you may upload an image for this product.

Images

Below these sections, there will be an additional field where you can upload an Image for each created service. Images will be displayed for customers when ordering items via the Mews Navigator.

Mews would highly recommend uploading photos for all service items, as it will personalize Navigator to your property and create a much more interesting and memorable order experience for your guests.

In this section all parts of accommodation services and related products are described in detail. To view your stay settings, go to Main menu > Settings > Services > Stay.

To make any changes to the stay settings found on this page, simply change the details and click Save.

General settings

  • Enterprise - Pre-filled with your property's name. This field is not editable.
  • Name - Usually labeled Stay, this is the title of your accommodation settings
  • Short name - An abbreviation of the previously chosen name, used in some places with space constrictions.
  • Description - A custom description of your stay services to display on Mews Navigator. You can also include any other important information for guests, such as hours of service or purchase details.
  • Ordering - Choose the order in which you'd like this product category to appear. Items with the lower numbers will display first, and items with higher order numbers will appear later in the selection. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other service categories.
  • Housekeeping interval - Period of time after which the room status of your property's spaces will automatically change to Dirty. (e.g. a housekeeping interval of one day will reset room status to Dirty every day overnight)
  • Reservation assignment strategy
    • Bottom up - New reservations will be assigned starting with lower room numbers first
    • Top down - New reservations will be assigned starting with higher room numbers first
    • Random - Rooms will be assigned at random, ensuring that all rooms receive the same number of bookings and wear. Please note that if you have a lot of business travelers, we recommend against this setting, as it will spread groups all over the hotel.
  • Availability calculation strategy
    • Diffusive - Overbookings will transfer to your next available space category and any transferred bookings will automatically reflect in your availability data system-wide
    • Discrete - Prevent overbookings from affecting the vacancy of any space categories that were not originally selected; in this case, properties must manually resolve overbookings and availability data for all non-selected categories will not be affected
  • Check-in type - This setting will determine which message will be displayed to guests at the end of online check-in, informing them how they will receive keys to their room.
    • Classic - Inform guests to pick up their key at reception when they arrive
    • Kiosk - Inform guests to pick up their key at a kiosk when they arrive
    • Online - Inform guests that they will receive further information about key retrieval
  • City tax - Select your city tax rate from the list.

Options

  • Channel manager segment - Define a segment for all bookings made via Channel Managers
  • Distributor segment - Define a segment for all bookings made via Mews Distributor
  • Default segment - Define a segment that will automatically be preselected for new bookings made in Mews Commander. This field is editable before finalizing booking details.
  • Options
    • Bill as package - Items with this option selected will be merged together into one line on the customer's bill. Please note that you must select this option for each item that you'd like packaged together. Items will always be expanded in internal reports.
    • Has configurable segment - Select this option if you would like the segment field to appear to while creating new reservations. If not selected, users can only fill in segment information in the reservation module properties tab.
    • Has expanded bill items - Grouped bill items will be displayed with each product as an individual line items on bills. If you do not select this option, items will be displayed with a summary header and a total amount only. Please note that in your internal reporting, all products will be displayed individually.
    • Has overrideable price - Standard price of this item can be overridden by an employee
    • Has overrideable tax - VAT of this item can be overridden by an employee. Please note that this might cause products to be posted with incorrect taxes and could therefore cause problems for your accounting team later.
    • New orders automatically processed - When this service is ordered, it will automatically be processed. If not selected, an employee must manually accept and process an order. This is primarily important for orders from Mews Navigator, which require an employee to manually process. For example if a guest orders Room Service via Navigator, reception should "accept the order", which informs the guest that the order is being processed.
    • Offer to customer - Display this service to customers for ordering
    • Offer to employee - Display this service to employees for ordering
    • Order generates e-mail - When an order is made, the system will send an e-mail to the responsible employee and all members of the responsible department
    • Order generates notification - When an order is made, the system will generate a notification in Mews to the responsible employee and all members of the responsible department
    • Order requires completed notes - Notes must be included as a required field before an order can be completed. For example, if a guest orders a taxi, it's important for them to include the time and location of pickup or drop-off.
    • Orderable only with products - Service can only be ordered with sub-products attached. For example if you order 'Room Service', this order must include the items that you'd like to receive.
    • Is retrospectively orderable - Service can be ordered or posted on a bill after consumption date. For example, minibar items in the guest's room that were consumed earlier in their stay.
  • Visit options
    • Apply cancellation fee by default - Automatically charge cancellation fee for canceled bookings
    • Change inspected to clean overnight - Automatically change vacant inspected rooms to clean overnight. Housekeeping must then double check that rooms are inspected before any customer can check-in
    • Check-in makes room dirty - Change room status to Dirty at the moment of check-in. Mews would recommend against this setting because it can cause confusion for housekeepers, as they will be informed to go clean that room when the status changes. Since the system will automatically turn all occupied rooms to dirty overnight, there is no need for this setting to be switched on.
    • Checkout makes room dirty - Room status will automatically change to Dirty at the moment of checkout
    • Close balanced bills at checkout - At the moment of their checkout, automatically close any bills that are balanced to 0 but still open
    • Enable automatic after end e-mail - At the moment of checkout, send an e-mail to customers
    • Enable automatic after start e-mail - At the moment of check-in, send an e-mail to customers
    • Enable automatic check-in - Booking will automatically be checked-in at the start time of the reservation. If a reservation is made on the day of the stay, after check-in time, it will still be automatically checked in. Please note that automatic check-in is only applicable for confirmed reservations and can only be processed if the assigned space is inspected and vacant; spaces are only considered vacant once all previous guests have completed checkout.
    • Enable automatic checkout - Booking will automatically be checked out at the end time of the reservation
    • Enable automatic no-show cancellation - Automatically cancel no-show bookings from the previous day and post cancellation fees at 6AM daily
    • Enable automatic option cancellation - Automatically release optional bookings if they have not been confirmed by the release date
    • Enable automatic release reminder e-mail - Send a reminder e-mail to customers 24 hours before release date if they have not confirmed their optional bookings
    • Send cancellation e-mail by default - Preselect the send cancellation e-mail option in the Reservation Module for canceled bookings. Please note that users can choose to unselect this option prior to cancellation.
    • Send confirmation e-mail by default - Send a confirmation e-mail to customers as soon as they confirm their reservation
    • Send confirmation e-mail to channel reservations - Send confirmation e-mail to customers as soon as the system receives the booking information from the OTA. Please note that guests will most likely receive a confirmation e-mail from the channel as well.
    • Send confirmation e-mail to distributor reservations - Send confirmation e-mail to customers as soon as the system receives the booking information from Distributor.
  • Booking URL - Enter the URL for your property's website, where your Distributor booking engine can be accessed from.
  • T&C URL - Enter the URL for the terms and conditions page on your property's website. When a customer clicks Property T&C on the booking engine, they will be directed to this page.
  • T&C HTML - Enter your terms and conditions in HTML format. When a customer clicks Property T&C on the booking engine, they will be directed to a page created by Mews that lists all of your terms and conditions.
  • Before order note - Any additional information that should be provided to the customer along with their order.

Mews clues

It is critical to include all of your property's pricing and cancellation policies in your terms and conditions, in order to comply with the requirements of your payment provider (Adyen or Stripe).

It is only necessary to complete one of the T&C fields. If you complete both, the T&C URL will be used by default.

Responsibility

  • Responsible employee - Select the employee who is responsible for stay services. This person will be informed when new orders are received.
  • Responsible department - Select the department who is responsible for stay services. Each member of this department will be informed when new orders are received.
  • Notify responsible employee about -
    • Channel manager - Display notifications for all bookings received via Channel Manager
    • Commander - Display notifications for all bookings created directly in Commander
    • Distributor - Display notifications for all bookings received via Mews Distributor.

Accounting

  • Accounting Category - Select a default accounting category for accommodation
  • Rebate Accounting Category - Define an accounting category only for rebates
  • Cancellation fee - Define an accounting category only for cancellation fees
  • Positive deposit accounting category - Define an accounting category for positive deposit charges. This setting applies to countries where VAT is paid at the time of the consumption of services.
  • Negative deposit accounting category - Define an accounting category for negative deposit charges. This setting applies to countries where VAT is paid at the time of the consumption of services

Reception

  • Departure time - Official departure time of your property. This will be the default departure time for all new bookings.
  • Arrival time - Official arrival time of your property. This will be the default arrival time for all new bookings.

Image

Upload an image to represent your Stay Services.

Although this is not currently displayed anywhere, this may change in the future.

 

Stay products are products that are offered to customers during the booking process, which they would like to combine with their booking and pre-order. This could be items such as breakfast, pet charges, city taxes, etc.

To help clarify structure of both stay products and stay product categories, you can now find them displayed together on the same page. With the hierarchical display, products within each category will be visible underneath their respective parent categories. To differentiate between stay products and stay product categories, please note that categories will be displayed with a folder icon.

On the stay products overview screen, you will see each item listed with the following details:

  • Product - Name of product or product category
  • Accounting category - Accounting categorization as per your property's settings
  • Price - Price of item including currency
  • Tax rate - Selected tax rate
  • Charging - Method of charging

Create

To create a stay product or stay product category, go to Main menu > Settings > Services > Stay > Products.

Create a stay product category

Click the + button, and select Product category. You must complete the following fields:

  • Service - Pre-filled with Stay.
  • Parent category - A drop-down menu of currently existing product categories. If you would not like this category to be included under another one, you may leave this field blank.
  • Name - Enter a general name for this category.
  • Short name - Enter a shortened version of the products name if necessary.
  • Description - Enter a description of the product if necessary.
  • Ordering - If you'd like your categories to appear in any particular order, enter a number for each one. Lower numbers will be listed first.

Create a stay product

Click the + button, and select Product. You must complete the following fields:

  • Service - Pre-filled with Stay.
  • Name - Name of the product for sale.
  • Short name - Used to summarize product orders in some reports (for example, the Reservation Report).
  • Description - A brief product description, which will be used in the Distributor.
  • External name - Name of the product displayed to guests in Distributor and Navigator.
  • Category - A drop-down list of existing product categories.
  • Accounting category - Accounting categorization as per your property's settings.
  • Rebate accounting category - Select a different category to use if an item is rebated.
  • Options
    • Bill as a package - Package this item into the service category "revenue."
    • Consumed before night - Product can be posted with a consumption date prior to accommodation dates.
    • Exclude price from offer - Product cost will be added to the service order after reservation is made.
    • Offer to customer - Display this product to customers for ordering in Distributor and Operator.
    • Offer to employee - Display this product in the Reservation module and New Reservation screen to allow employees to add it to a guest's bill.
    • Selected by default - Product will be automatically preselected but can still be deselected by customer before payment.
    • Uncountable - Product does not require "count" when ordering in Navigator (for example, WiFi access).

Mews clues

The Exclude price from offer option works in the following ways:

  • In the case of Commander/Distributor, the product and its price will not be displayed during the creation of the reservation; it must be added afterwards, and its price will be added on top of the room rate.
  • In the case of channel managers, the price of the product will not be included in the total price of the reservation and will be added on top of the room rate (if you don't select this option, the price of the product will be included in the total price of the reservation).
  • Promotions - This indicates the timing in which payments will be triggered and items will appear on the guest's billing page.
    • After check-in
    • After checkout
    • Before checkout
    • Before check-in
    • During stay
  • Ordering - Choose the order in which you'd like this product to appear. Items with lower numbers will display first in the list. In case you need to place a new item at the top of the list, you may use negative values to avoid editing all other products. In addition to the main Products screen, the ordering you choose will also be visible in the Reservation module and New Reservation screen.
  • Currency - Select default currency for this item. This can be different from your property's selected default currency.
  • Price - Numeric value, excluding currency symbols.
  • Tax rate - A drop-down menu of your property's applicable VAT rates.
  • Relative price (to night net) - Enter a percentage amount to determine the price of the product, relative to the total cost of nights per reservation before tax is added. For example, if the relative price is 50%, this product will cost 100EUR for a reservation that costs 200EUR before VAT.
  • Charging - Choose how you would like this product to be charged:
    • Once - One-time charge for a consumable item (for example, "a bottle of champagne").
    • Per night - Room charged once per each night of stay (for example, "parking").
    • Per person - Price is charged once per person per stay (for example, "dinner" or "spa").
    • Per person per night - Price is charged once for each person, repeating once per each night of their stay (for example, "breakfast").

Mews clues

Please note that once charged product cannot be connected to a synchronized CHM rate (via connecting it directly, or later modification). In your stay product settings, you can change these preferences under the Charging field.

Suggest Edits

Product rules

 

Product rules allow you to set up different package rules that add or remove products from reservations automatically upon creation.

Navigate to the product rules page, where you will see a list of existing rules. At the top of the page, you will see a drop-down menu:

  • Group by - this option allows you to sort the product rules in whatever order is most useful. You can select from the following options.
    • Business segment
    • Product
    • Rate
    • Rate group
    • Space category
    • Space type

Each rule will be displayed with the following information:

  • Conditions - This will display the selections you've made for your rule
  • Action - Add or Cancel
  • Product Rule - The product that the rule applies to
  • Priority - Importance of the rule, with the lowest number meaning most important. Please note that only the most important applicable rule is used.
  • Created - Date and time that the rule was created

To create a product rule, click the + button.

Suggest Edits

Rate groups

 

Rate groups are groupings of different rates that use the same cancellation fees. Rate groups help to improve user experience by automatically displaying the lowest available rate, which allows customers to easily select the best price when booking.

To create, manage, and delete rate groups, go to Main menu > Settings > Services > Stay > Rate groups.

Create

To create a new rate group, click the + button and complete the following fields:

  • Name - Enter a name for the rate group (for example, "Non-Refundable").
  • Settlement - Select your property's preferred method of settlement.
    • Automatic - The system automatically settles payments.
    • Manual - Employees must manually process and settle payments.
  • Settlement action - Select the desired action at the time of the settlement trigger. Please note that settlement action only applies to automatic settlements.
    • Charge credit card - Card on file will be charged at the time of settlement trigger, including any applicable offset.
    • Create preauthorization - Preauthorization will be created for the card on file at the time of settlement trigger, including any applicable offset. However, the card will not be charged until manually processed by an employee.
  • Settlement trigger - For automatic settlement, select the time when the system should automatically charge accommodation cost. For manual settlement, select the time when the system should automatically create a settlement task for employees, if the option to Create settlement task is selected.
    • Confirmation - Moment of confirmation for optional reservations or moment of creation for confirmed reservations.
    • End - Date and time of customer's checkout, as specified by the official departure time in your stay settings.
    • End date - Date of customer's departure, set at 00:00.
    • Start - Date and time of customer's check-in, as specified by the official arrival time in your stay settings.
    • Start date - Date of customer's arrival, set at 00:00.
  • Settlement offset - Amount of time either subtracted from or added to the settlement trigger time, with negative values subtracting time and positive values adding time. Please note that Settlement offset only applies to automatic settlements.
  • Settlement value - Percentage of the total booking value that will be charged at the time of Settlement trigger (including Offset). Please note that Settlement value only applies to automatic settlements. This value can be greater than 100% in the case that you would like to automatically create preauthorizations including an extra charge in case of damages. The property can then charge a lower amount than is preauthorized at the time of checkout, but cannot charge higher.
  • Maximum nights for settlement - Select the maximum number of nights that should be charged automatically as part of automatic settlements. This value will apply only to rate groups with automatic settlements enabled.
  • Extent - Choose which items should be included as part of automatic settlements.
    • Additional expenses - Include any additional items applied to cost of stay (i.e. extra fees, deposits, etc.)
    • Nights - Include cost for all nights; this field is limited by the Maximum nights for settlement field
    • Products - Include cost of all stay products (i.e. Breakfast, Parking, etc.)
  • Options
    • Automatic deposit settlement - Select this option to automatically post deposits to customer bills. Please note that this feature creates deposits based on your legal environment, so it can be activated regardless of whether you are required to pay VAT at the time of payment or the time of consumption. For more information, see Deposits.
    • Create settlement task - Select this option to enable automatically created settlement tasks, which are tasks for employees to obtain payment for unsettled bills. If settlement is manual, a task is created at the time of the settlement trigger. If settlement is automatic, a task is only created when settlement fails. All settlement tasks are automatically assigned to the responsible employee or department set up in your stay settings; if you do not have a responsible party set up, the task will not be assigned to anyone specifically. Please note that the task's deadline will automatically be set to the time of creation.
  • Short name - An abbreviated label for this rate group, which is used for reference where space may be limited.
  • Description - A short description of the rate group; this field is for internal use only. To add information that will be displayed for customers during the booking process, add a rate description.
  • Ordering - To organize your rate groups in a specific way, use this field to specify the correct order display, with lower numbers appearing first and higher numbers appearing last.

When all information is correctly entered, click the Create button.

This rate group was successfully created. You will see three additional items appear:

  • Created - Time that rate group was created, and the name of the user who created it.
  • Updated - Time that rate group was most recently updated, and the name of the user who updated it.
  • Cancellation policies - This link will appear under your rate group settings.

Mews clues

If you have automatic settlement enabled, taking a payment before the settlement trigger occurs will cause one of the two things to happen:

  • If the bill is closed before the settlement trigger occurs, the card will not be charged again.
  • If the bill is still open when the trigger occurs, automatic settlement will still occur and the card will be charged—even if the bill has a balance of 0.

To avoid double-charging guests in cases such as these, you can select Additional expenses from the Extent field to only settle open bills automatically if they do not have a balance of 0.

Delete

To delete a rate group, navigate to the main rate groups page and click on the name of the unwanted rate group. Click the Trash icon, then click Delete.

Mews clues

Once a rate group is deleted, this action cannot be undone. If you have mistakenly deleted a rate group, you must completely recreate it.

Cancellation policies

The system calculates which cancellation conditions should be charged to guests based on the time of the cancellation. Let’s say you have a rate with a cancellation policy of 24 hours prior to arrival. The system knows that your check-in time is 15:00, so if you cancel the reservation at 14:59 the day prior, it knows not to charge any fee. If it were one minute later, however, it would correctly post cancellation fees.

  • To set a new cancellation condition, select the + button for "New Cancellation Policy" in the "Options" section of rates. You can select for the specific rate type how many days prior the guest is allowed to cancel free of charge. If the guest cannot cancel, then leave this field blank.
  • Applicability:
    • Creation: cancellation policy is applied from the moment of creation (for non refundable rates)
    • Start: cancellation policy is applied from the start time of the booking
    • Start Date: cancellation policy is applied from the start of the day of arrival (midnight)
  • Applicability offset: if you would like to set an offset versus the applicability time. For example if you would like the cancellation policy to apply 1 day before the arrival, you would set this field up with "-1 Days".
  • Absolute Fee : If you want to charge a fixed cancellation fee, put the amount in this field.
  • Currency: in which currency would you wish the absolute fee to be charged?
  • Relative fee: If you want to charge a percentage, complete the field here.
  • Cancellation Fee Maximum Nights: This is an important field that requires careful attention. If you complete it with the number “1”, it will charge 1 night cancellation fee (adjusted by the cancellation fee percentage). If you complete it with “0”, it will not charge any cancellation fee. If you leave the field blank, it will charge the reservation fully, adjusted by the cancellation percentage.
  • Fee extent: to which parts of the booking would you like to apply the cancellation fee, to the complete value, or only the nights?

Examples of cancellation policies

  • Fully Flexible / BAR: If you set a rate with a cancellation condition to allow cancellations up to 24 hours prior to arrival (24 hours prior to the official check-in time set in the system) and you cancel a booking within the 24 hours, it will automatically post the cancellation charge (at 0% VAT) and remove the stay charges.
  • You should only close bills on the day of check-out, because if you close a bill before check-out and try to shorten the reservation or cancel it, the system will attempt to correct the charges on the closed bill (as they were posted at the wrong VAT level). This may result in new charges (cancellation charges) being posted on the bill.
  • If you try to cancel a bill "Without Fee” but have already closed the bill, then the system will post refunds automatically on the bill.

Rates are used to define per day pricing for reservations made at your property. As customers create bookings, either via online travel agencies or directly, properties often prefer to offer multiple rate choices. Properties can create up to 100 different rates to offer to customers.

To view your rates, go to Main menu > Settings > Services > Stay > Rates.

This page contains a list of all active rates, organized by their rate groups. Each rate is listed with the following information:

  • Name - Internal name for this rate
  • Base rate - Identifies another rate that this rate depends on, if applicable
  • Type - Select the rate type to determine who the rate is visible to.
    • Public - Rate is publicly visible and can be booked through Commander and Distributor.
    • Private - Rate cannot be booked through Commander or Distributor, unless it is connected to a public or company voucher. However, the rate can be booked through other distribution channels if it is linked to a channel manager integration.
  • External name - Name displayed to customers
  • Enabled - Choose to enable or disable your rate
  • Default - Yes or no; identifies your default rate for booking

From this page, you can create rates, or click on the Name of any rate to manage its settings. Below, you'll find a detailed description of how to create and manage your property's rates.

Create

To create a rate, go to Main menu > Settings > Services > Stay > Rates. Click the + button and complete the following fields.

  • Service - Pre-filled with Stay
  • Base rate - This drop-down menu contains all rates available at your property; select a base rate if you'd like to create a dependent rate based off the price of an existing rate; if you're creating an independent rate, leave this field blank
  • Enabled - To enable this rate, select this box; if the rate is not enabled, guests will not be able to make bookings with this rate
  • Default - Pre-filled with No; to change your default rate, navigate to the main rates page, click on the rate you'd like to make default, and locate the toggle button in the Detail tab; the Rate management button on the Mews Dashboard will lead you directly to the Pricing tab of your selected default rate; Please note that default rate is the base number often used to help calculate other dependent rates, excluding all products or additional fees that you may want to add
  • Type - Select the rate type to determine who the rate is visible to.
    • Public - Rate is publicly visible and can be booked through Commander and Distributor.
    • Private - Rate cannot be booked through Commander or Distributor, unless it is connected to a public or company voucher. However, the rate can be booked through other distribution channels if it is linked to a channel manager integration.
  • Group - Choose the rate group to which this new rate belongs; for more information, please see our article about Rate Groups
  • Accounting category - Choose the applicable accounting category as per your property's settings
  • Segment - Apply a standard segment for this rate as per your property's settings; please note that this setting will override any other segment rules in place
  • Name - Internal name as displayed to your employees
  • Short name - Abbreviated name used in reports or other places where space is limited
  • Description - A short description of the rate, which will be displayed in the Distributor booking engine. You can include any important information for customers, such as the cancellation policy.
  • Ordering - Choose in which order you'd like your rates to be displayed
  • External name - Name of rate displayed to customers while booking via Mews Distributor and in all e-mail confirmations

When these fields are correctly completed, click the Create button and you will see these additional fields to complete:

  • Currency - Choose which currency you'd like this rate to be charged in
  • Price - Choose the price per night for this rate
  • Tax rate - Choose the correct and applicable tax rate; please consult with your accounting team for further assistance
  • Empty bed adjustment - If space is not full to capacity, apply a price adjustment for empty space
  • Extra bed adjustment - If adding an additional bed to accommodate extra guests, apply a price adjustment for exceeding capacity

Delete

To delete a restriction, click the Trash icon next to the unwanted rate and confirm deletion. Wait for the green success message and you will automatically be redirected to the main restrictions page for the selected rate.

Please note that once a restriction is deleted, this action cannot be undone. If you decide to reintroduce a restriction, please recreate it using the instructions above.

For more information about managing your rates, please see Rate management.

Example rates

Best available rate (BAR)

Your default rate should always be your Best Available Rate (BAR). Please note that if you choose this rate to be your default rate, it will act as the base number often used to help calculate other dependent rates, which excludes all products or additional fees that you may want to add:

  • Name: Name this field correctly with its full name, as this is the rate that is visible to the customer directly in the Mews Distributor.
  • Short Name: Create a short name for all the rates, as this will display better in report columns.
  • Ordering: This put a numerical order into the list of rates in the earlier "Rates" section.
  • Price: which is the base from which all other space types float.
  • Currency: Ensure that you select the correct currency in the base rate, as this will affect the sales currency of the hotel. Once you have set the base rate, it will update all future dates with this rate. The base rate is the sales rate, inclusive of VAT, but exclusive of products (such as breakfast).
  • Tax rate: select the correct tax rate that applies
  • Empty Bed Adjustment: Rooms are sold inclusive of VAT and are assumed to be for the base number of people the room can accommodate in regular beds (not taking into account extra beds). If the hotel differentiates its pricing if you , for example, go from double, to single, you can fill in the value with which the rate should drop. Note that in order to lower the rate you have to fill in a negative value (for example: -10)
  • Extra Bed Adjustment: Same as above. The room is assumed to be sold a full capacity of beds, however if you have the possibility to place 1 or more extra beds, in this field you can put the value with how much you would like to charge an extra bed

Dependent (floating)

Once you have set up your "Best Available Rate" in the system, you can create rates that float off this BAR rate at discounted percentages. One such example is a “Non-Refundable Rate,” which, for example, you can set at a 10% discount from the BAR rate. The system will automatically calculate the discount for all room types, saving a lot of work for revenue and reservations managers.

Some examples of rates that can float:

  • Non-Refundable Rate
  • Advance Purchase Rates: For example, if you wish to give a discount for guests who book 21 days in advance. You must ensure that you set a "New Earliness Restriction" (see above).
  • Long Stay Rates: For example, if a customer books 7 days or longer, they would receive a 15% discount. You must ensure that you set a "Length Restriction" (see above).

Non-refundable

  1. In the Stay screen, select the "New Rate" button to start creating a new rate.
  2. Base Rate: Select the rate from which you would like to float a discounted rate. Be very careful with this field. Once you have created a rate floating off another rate, you cannot change it (and you would have to delete it completely and rebuild it if you did need to change it). It is recommended to float the rate off the BAR rate.
  3. Type: If you would like to offer this rate only to specific travel agents or companies or with a special booking code (for the booking engine), you need to select "Private" in this box. However if you would like the rate to be publicly available, then select "Public".
  4. Name: Name this field correctly with its full name, as this is the rate that is visible to the customer directly in the Mews Distributor.
  5. Short Name: Create a short name for all rates, as this will display better in report columns.
  6. Create the rate, and in the next screen, you need to "Enable" it by ticking the box and setting the discount in either a percentage or absolute amount (in the set currency)
Suggest Edits

Restrictions

 

Restrictions can be used to prevent reservations from being made if they meet certain conditions—giving you more control over your revenue management. To see a list of all of your active restrictions, go to Main menu > Settings > Services > Stay > Restrictions.

You can use the following filters to control which restrictions you see:

  • Filter - Choose how results are filtered within the chosen time period:
    • Applicable - Any restriction which is active within the date filters.
    • Created - Any restriction which was created within the date filters.
  • Exact rate - Choose a rate within this field to view restrictions that apply to the selected rate only, and (if it is a parent rate) not to any of its dependent rates.
  • Base rate - Choose a rate within this field to view restrictions that apply to the selected rate, and (if it is a parent rate) to all of its dependent rates.
  • Start - Select a start date and time to restrict results to a specific time period.
  • End - Select an end date and time to restrict results to a specific time period.

Creating a restriction

You can set up close restrictions (such as a CTA, CTD, or stop sell), length of stay restrictions, and advance booking restrictions.

Restrictions are defined by conditions (rules that must be met for the restriction to apply) and exceptions (rules that prevent the restriction from applying when met). If you create a restriction without defining any conditions or exceptions, your entire property will be blocked and it will not be possible to create any reservations.

If you create a restriction with exceptions, reservations will only be possible if they meet at least one of the exceptions—for example, if you have a minimum advance of seven days, only reservations made seven or more days in advance will be allowed.

Conditions

Conditions are rules that must be met by a reservation for the restriction to apply. If a restriction has multiple conditions and a reservation only meets one, the restriction will not apply.

Under Conditions, complete the following fields:

  • Type - Choose the type of action that you want to restrict. If no rate condition is selected, the restriction will apply to all reservations. If a rate condition is selected, the restriction will only apply to reservations made with that rate.
    • Closed to departure - Restrict guests from departing within the specified dates.
    • Closed to arrival - Restrict guests from arriving within the specified dates.
    • Closed to stay - Restrict guests from staying overnight within the specified dates.
  • Start - Select a start date for the restriction.
  • End - Select an end date for the restriction.
  • Days - Select the days of the week that the restriction will apply to.
  • Exact rate - Restrict guests from making reservations with the selected rate. If it is a parent rate, its dependent rates will remain unaffected.
  • Base rate - Restrict guests from making reservations with the selected rate and all dependent rates (if it is a parent rate).
  • Rate group - Restrict guests from making reservations with any rate from within the selected rate group.

Mews clues

If you want to make a restriction for one day only, select that date in both the Start and End fields.

Exceptions

Exceptions are rules that prevent the restriction from applying to a reservation, even when all conditions have been met. To be excluded from the restriction, a reservation only needs to meet one of the exceptions.

Under Exceptions, complete the following fields:

  • Minimum advance - Enter a minimum number of days in advance that guests must make a reservation to be excluded from the restriction. This could be used to apply certain rates to guests who book early.
  • Maximum advance - Enter a maximum number of days in advance that guests must make a reservation to be excluded from the restriction. This could be used to apply certain rates to guests who book last minute.
  • Minimum length - Enter a minimum number of nights that must be reserved to be excluded from the restriction. This could be used to apply certain rates to guests who book shorter stays.
  • Maximum length - Enter a maximum number of nights that must be reserved to be excluded from the restriction. This could be used to apply certain rates to guests who book longer stays.

Click Create.

Mews clues

Once you have created a restriction, it cannot be edited. If you need to change a restriction, delete it and create a new one with the changes you want to make.

How restrictions work

All conditions must be met for a restriction to apply. If there is more than one exception, then a reservation only needs to meet one of these for the restriction to not apply.

Consider a restriction with the following conditions and exceptions:

  • Conditions:
    • Type - Closed to stay
    • Start - 01/12/2018
    • End - 31/12/2018
    • Exact rate - Fully flexible
  • Exceptions:
    • Minimum advance - 5 days
    • Maximum advance - 10 days

The following reservations would be accepted:

  • Booked two days in advance. Arriving on 01/12/2018. Departing on 07/12/2018. Fully flexible rate selected.
  • Booked eleven days in advance. Arriving on 01/12/2018. Departing on 03/12/2018. Fully flexible rate selected.
  • Booked two days in advance. Arriving on 01/12/2018. Departing on 03/12/2018. Fully flexible rate not selected.

The following reservation would not be accepted:

  • Booked nine days in advance. Arriving on 01/12/2018. Departing on 04/12/2018. Fully flexible rate selected.
Suggest Edits

Travel agency contracts

 

To view, create, or delete a travel agency contract, go to:

  • Main menu > Settings > Services > Stay > Travel agency contracts

Before it can be attached to a particular booking on the New Reservation screen, you must create a travel agency contract and set up different billing, settlement, and commission rules for reservations made with that travel agency.

Create

Click the + button to create a new travel agency contract, and then complete the following fields:

  • Company - Before you can set up a travel agency contract, you must create a company profile for that travel agency in Commander. Once you have set up the travel agency's company profile, search for and select it in this field.
  • Accounting code - If you would like to link the travel agency contract to your external accounting software, enter the accounting code provided by your accounting system here.
  • Reservation settlement - Select one of the following options to determine how bills will be settled for reservations made through this travel agency:
    • Customer - The bill will be charged to the guest.
    • Travel agency - The bill will be charged to the OTA.
    • Travel agency if prepaid - The bill will be charged to the OTA if it was prepaid. If it was not prepaid, it will be charged to the guest.
  • Commission estimate calculation
    • Included in rate - Select this option if the rate received from the channel manager includes commission.
    • Not included in rate - Select this option if the rate received from the channel manager does not include commission.
  • Commission - Enter the percentage that the travel agency will be paid in commission.
  • Channel manager absolute adjustment - Enter an absolute amount that a reservation price can be decreased (e.g. "-20") or increased (e.g. "20") by when delivered to Mews via a channel manager.
  • Channel manager relative adjustment - Enter a percentage amount that a reservation price can be decreased or increased by when delivered to Mews via a channel manager.
  • Channel manager segment - If you have already created segments in Commander, you can select one here if all reservations made through the travel agency contract are of a certain market segment.
  • Contact person - Enter the name of the travel agency's contact person.
  • Contact e-mail - Enter the contact person's e-mail.
  • Contact - Enter additional contact information.
  • Notes - Enter any additional notes about the contract.
  • Invoice due interval - Enter the number of days within which an invoice must be paid by the travel agency, starting from the time of the invoice's creation. Please note that this field only applies if the contract specifies that reservation bills be settled by the travel agency.

When all fields are complete, click Create.

Mews clues

When you create a travel agency's company profile, it is important to map it to the appropriate channel.

 

If you contract companies and travel agencies with special rates, that you do not want to offer and be available to other parties. So you will have to create a voucher rate, which will only be selected once you have selected the contracted company or TA.

Public vouchers - these are rates that require a voucher code (promotion code) to be booked, and are not linked to any company

Company and travel agency vouchers - these are rates that are linked to a specific company, which should be selected in order for the rate to be bookable.

Create a voucher

To create a new voucher, simply click on the + icon at the top of the screen.

  • Name: the internal name of the voucher
  • Company: if you would like to link the voucher to a company (not required)
  • Travel agency: if you would like to link the voucher to a travel agency (not required)
  • Assigned rates: this will give a list of all private rates, that can be linked to the voucher. Its possible to select multiple rates that apply to 1 voucher.

Create a voucher code

Once you have created the voucher, in order to make it bookable via the Mews Distributor with a promotion code, you will need to create a voucher code

Simply click on the + button in the settings, and fill in the value (the promotion code you wish to use).

Valid from/to - this field is important if you would like the voucher code to be valid only in a specific period. The voucher will not work in any date outside of that period.

Suggest Edits

Mail templates

 

Mews offers several ways for you to keep in touch with your customers. Each of these e-mail templates are easily customizable and can be set up to automatically send at a chosen time.

When you create a new mail template, the body template is pre-filled by Mews. The template is written in HTML, which allows you to tailor the e-mail to your liking. It is strongly recommended that you do not edit the template's HTML if you are unfamiliar with this coding language. Please note the e-mail placeholders in the template while you edit (for example, "{TitlePrefix}"). Placeholders are "empty" parts of the text that will be replaced in the e-mail by data from the system.

Each type of mail template can only be created once. Therefore, if each of the six e-mail templates have already been created, the + icon will no longer be available on the Mail templates page for adding additional templates. Below, you will find a description of each e-mail template type that is available, along with any additional settings that may be applicable.

After end

After end e-mails are sent to customers at the moment that they have completed checkout. Your property can include any important information, such as survey links, information about future promotions, or a simple 'Thank you' message. This would also be a great place to request your guests to leave a review of your property for sites such as Tripadvisor.

To send after end e-mails automatically, go to Main menu > Settings > Services. Click Stay, and go to the Options tab. Under Visit options, select Enable automatic after end e-mail.

After start

After start emails are sent to customers at the moment that they have completed check-in. This can be used to send a welcome message to customers who have just arrived at your property. You could also include information about any special events that may be happening during their stay, or you could mention any important details that you think they should know.

To send after start e-mails automatically, use the following path:

To send after start emails automatically, go to Main menu > Settings > Services. Click Stay, and go to the Options tab. Under Visit options, select Enable automatic after start email.

Cancellation

Cancellation e-mails are sent to customers any time that their reservations are canceled. This is to be sure that the customer is always informed about the event and so they can maintain records regarding the cancellation. Within the Reservation module State tab and under the Cancellation section, you can choose whether or not to select Send e-mail before canceling.

To enable cancellation e-mails by default, use the following path:

To send cancellation emails automatically, go to Main menu > Settings > Services. Click Stay, and go to the Options tab. Under Visit options, select Send cancellation email by default.

If you do choose to select this option, the Send e-mail box will automatically be pre-selected in case of cancellations.

Confirmation

This e-mail is sent to customers when they have successfully booked a reservation via Mews Distributor. If a booking is created manually in Mews Commander, the creator can choose whether they would like to send a confirmation on the last step under the Confirmation field by selecting Send, Do not send, or Send to custom e-mail.

Confirmation e-mail always include a button for online check-in, which you can modify and customize using placeholders. Confirmation e-mails can also be a great place to include items for upselling as well recommendations or any other important information that your guests should know during their stay.

Group confirmation e-mails will include the total number of reservations, total number of guests, and total cost.

Mews clues

If you send your confirmation to a custom e-mail, for security reasons the link to check-in online will not allow access to the profile of the reservation owner. The e-mail will contain a link to the sign-in screen of navigator. As a solution, please be sure that guests use their primary e-mail address on their customer profile, and do not send the link to custom e-mail addresses.

To send confirmation emails automatically, go to Main menu > Settings > Services. Click Stay, and go to the Options tab. Under Visit options, select Send confirmation email by default

If you do choose to select this option, the Send option in the new reservation screen will automatically be pre-selected in the last step.

Quotation

When creating Optional reservation you have the possibility of sending a Quotation e-mail in place of a confirmation. This e-mail will include all reservation details in addition to the Release date of the booking. If created manually in Mews Commander, the creator can choose whether they would like to send a quotation to the customer on the last step under the Quotation field by selecting Send, Do not send, or Send to custom e-mail.

Release reminder

Use this template to create a reminder e-mail that is sent to customers with unconfirmed optional reservations, so that those bookings can either be confirmed or canceled. This can prevent optional bookings from blocking your availability longer than necessary.

To send confirmation emails automatically, go to Main menu > Settings > Services. Click Stay, and go to the Options tab. Under Visit options, select Send confirmation email by default

Navigate to your stay settings and select Enable automatic release reminder e-mail, which will send a reminder to the customer 24 hours before the release date. If you have also enabled Enable automatic option cancellation, the system will automatically release unconfirmed bookings 24 hours past that chosen release date to free up inventory at your property.

Mews clues

Confirmation e-mails for online travel agencies do not include rate total if the travel agency contract settlement is paid by the travel agency. Companies will be able to see rate totals.

If you have not completed any of the aforementioned mail templates, the system will still send a default e-mail with the most important information.

When creating a mail template, the system will pre-fill the text field for each one with a English-US translation template for you to better understand the required formatting. This template is what is sent automatically in case customized templates have not yet been created.

Placeholders can be used to generate text or specific booking information from the system. Placeholders appear as "empty" parts of the text, which, in the e-mail itself is replaced by specific information from the system. It is very important that you do not remove placeholders. Placeholders can automatically add the names of guests or other information about the booking.

For further information, watch our video about e-mail templates.

E-mail placeholders

{TitlePrefix} - Mr., Mrs., Ms.
{FirstName} – First name of reservation owner
{LastName} – Last name of reservation owner
{Name} – Full name of reservation owner
{DetailsHtml} – Reservation details
{SignInLink} – Online check-in button
{SignInUrl} – Online check-in URL
{EnterpriseName} – Property name
{EnterpriseEmail} – General contact e-mail for property
{EnterpriseTelephone} – Property's telephone number
{GroupId} - Unique ID of the reservation group
{Released} - Date and time of optional reservation's release

 

Segments are used to classify the reason of each visit to their hotel. This is then used for statistics and analysis of your property's visitors.

Every reservation in the system has a different segment, which is assigned based on the source and reason for the booking.

To view your segments, go to Main menu > Settings > Services > Stay > Segments.

From this page, you will see a list of all segments currently being used in your property. You can also create, edit, or delete segments as needed.

Create

To create a new segment, click the + button, and complete the following fields:

  • Name - Enter the name of the segment.
  • Classification - Choose the appropriate segment classification. This could have an impact on city tax (for example, if city tax is only applied to leisure stays in your region).
    • Group business - Group reservations, made for business.
    • Group leisure - Group reservations, made for leisure.
    • Negotiated business - Reservations made for business, with a fixed rate.
    • Negotiated leisure - Reservations made for leisure, with a fixed rate.
    • Transient business - Reservations made for business, with a non-fixed rate.
    • Transient leisure - Reservations made for leisure, with a non-fixed rate.

Click Save.

Settings

In your primary stay settings, you can find the following items that are related to segments:

  • General settings
    • Channel manager segment - Define a segment for all bookings made via Channel Managers
    • Distributor segment - Define a segment for all bookings made via Mews Distributor
    • Default segment - Define a segment that will automatically be preselected for new bookings made in Mews Commander. This field is editable before finalizing booking details.
  • Options
    • Has configurable segment - If no default segments have been selected (in above section), then deselecting this option means no Segment field will be offered to users

Priority

Default segments can be assigned in several different places throughout the system. Therefore, as you choose your property settings, it is important to understand the priority of assignment.

According to Mews, the order of priority is as follows:

  1. Travel agency
  2. Channel manager
  3. Assigned rate
  4. Visit

The first source of data from this list will be the segment that appears in the your property's data. So, for example, if you do not have any segment assigned to your Travel agency profile or Channel manager, the information would be taken from the third, but first completed option, which in this case is Assigned Rate.

Delete

To delete a segment, go to the main Segment page. Click on the name of the unwanted segment, click the Trash icon and click Delete. You will be automatically redirected to the main segment page, where that segment will no longer be visible.

Suggest Edits

Distributor configurations

 

The Mews Distributor can be set up and managed directly via the Mews Commander. These settings determine set up of our booking widget, which can be embedded directly into a property's website or linked anywhere. Properties can set up multiple configurations for use in different places or to send to different clientele.

To access your Distributor configurations, go to Main menu > Settings > Services > Stay services > Distributor configurations.

On this main page, you'll find a list of all configurations currently set up and in use. Below, you'll find a detailed description of each setting available and how they can be used in your Distributor setup.

Create

To create a new Distributor configuration, navigate to the main page and click the + button. In the next screen, enter a name for this particular configuration and click Create. You will be immediately redirected to your setting page, where you will see the following fields to complete:

  • Name - Title of this configuration, visible only to your property's employees
  • Identifier - Used to transfer some information from an API
  • City identifier - Unique number that associates your property with the specific city in which it is located
  • Default - Allows you to choose a default. If no configuration is provided, this one will be used.
  • Credit card input - Select from the options below regarding credit card options:
    • Not requested - Credit card not requested; there will be no field displayed for guests to input their credit card information.
    • Requested - Credit card is requested but not required; the system will accept the reservation even if the card number is fraudulent or unable to be charged.
    • Required - Credit card is requested and required; the system will not accept the reservation if the card number is incorrect or fraudulent.
  • Language - Select the language that should be displayed to customer; please note that user can change language if needed
  • Currency - Select the currency of accommodation cost; if no currency is selected, your default currency will be used; this field will only show currencies available at your property
  • Start offset - Number of days from current day that is added to the pre-filled start date; if no value is entered, the default is set to today's date
  • End offset - Number of days from current day that is added to the pre-filled end date; if no value is entered, the default is set to two, meaning that the end date will be two days after today's date
  • Adult count - Number of adults pre-filled for stay
  • Child count - Number of children pre-filled for stay
  • Voucher code - Create a configuration for a specific audience using any pre-filled voucher code
  • Display voucher code - Display or hide your voucher codes from guests booking via Mews Distributor
    • Default - If you select default, codes will be displayed
    • No - Codes will not be displayed to customers
    • Yes - Codes will be displayed to customers
  • Display special requests - Add an additional field for guests to enter special requests with their booking; requests will automatically be added to the reservation's Notes field; by default, special requests will be displayed
  • Display rate comparison - Display a banner at the bottom of space category selection including your property's direct rates compared to the rates from booking engines that are included in the Online travel agencies field below; by default, rate comparison will not be displayed
  • Display availability - Display your property's availability for each space category, next to the maximum occupancy; by default, availability will be displayed
  • Child selection enabled - Include an option to select how many children will be staying as part of reservation; if you do not allow children to stay at your property, select No; by default, child selection will be enabled
  • Online travel agencies - Enter the websites that you would like to be displayed in rate comparison; please note that you must enter only one website per line, formatted like the following example: booking.com
  • Competitor rate description - List the features that differentiate your online booking from your competitors'. For example: 20% online booking discount!, Free parking spot, Breakfast included. Please note that you must press Enter after each list item to create a new line.
  • Competitor price relative adjustment - Enter the markup percentage of your competitor's rates, which will be displayed in the rate comparison box. This percentage directly correlates to your best available rate. If you enter 100%, your competitors' rates will be 100% of (or equal to) your BAR. If you enter 120%, your competitors' rates will be 120% of your BAR, for a 20% markup.
  • Intro video URL - Copy and paste a link to the video that should be displayed when opening Mews Distributor; video must be displayed in .mp4 format on a cloud-based web page; please note that videos from YouTube, Vimeo, and other comparable sites are not properly formatted and therefore cannot be used
  • Google tag manager ID - Enter the GTM container ID that you would like all Distributor events sent to (formatted as "GTM-XXXXXX"). GTM allows you to connect your Distributor booking engine to a tracking system, such as Google analytics. Once it is set up, you can use the preview mode to help you visualize the data collected on user activity during the booking process. More information about GTM can be found in our Distributor guide article.
  • Theme - Choose a general theme for Distributor's color scheme
    • Dark - Background colors will be dark to contrast a lighter primary color
    • Light - Background colors will be light to contrast a darker primary color
  • Primary color - Select the main color you'd like to see displayed in Distributor; color must be in a 6-digit hex code, formatted like the following example: #006a00

When all information is correctly entered or after you make any changes, click the Save button.

Edit your configuration at any time by navigating to the primary distributor configurations page and then click on the title of the configuration that you'd like to edit.

Category mappings

Category mappings are used to prevent some space categories from being displayed in Distributor. If left unspecified, all categories will be mapped and available in the Distributor.

To specify the available space categories, you must add only the categories that you'd like to be visible, and all others will be hidden from booking options.

To add a category mapping, click on the + button and you will see the following fields to complete:

  • Category - Select the correct category from the drop-down list of all categories created and available at your property.
  • Ordering - Choose in which order you'd like the rooms to be displayed, with lower numbers appearing first in the list. Please note that if you would like your space categories in Distributor to be displayed in the same order they are displayed in Commander, it will not do so by default. Instead, when you create a category mapping for a space category, you must manually enter an ordering value that matches the ordering value given to the space category in Commander.

When all details are correctly entered, click the Create button and when you return to the main Category mappings page, you will see a list of each category that has been added.

Preview

Click here to see a preview of Distributor according to these specific configurations.

Code

The generated script allows you to add the Distributor to your web page.

Mews clues

In Distributor, occupied space categories are displayed to guests in grayscale and placed at the bottom of the screen to distinguish them from categories that can be selected.

Settings

Data is drawn and added from several other places in the system, which means that it's important to keep everything updated according to how you'd like it to be displayed to your guests. Below, you will find information about all settings that are relevant to Mews Distributor:

Space categories

All space categories should be fully configured, with the following details correctly completed:

  • Normal bed count - used to determine availability
  • Extra capacity - used to determine availability
  • Description - This text will be visible to customers under each category in Distributor. Please note that it's important to complete descriptions in all languages in which you would like to serve your customers online
  • Image - Photos for each space category will be visible as customer are booking
  • Order e-mail template - For some categories, you might want to add some specific information to the standard confirmation e-mail. For example, if a space type is located in a different building, you may want to mention that. Type any additional details in this field, and they will automatically be added to the confirmation e-mail sent to customers who book this specific space category.

Rates

All public rates automatically be displayed in Mews Distributor, so it is important that all rates have the following fields completed:

  • Name - It is important to consider the naming of each rate as you are setting up your property. Below, you can find some examples of good and bad rate names:
    • Bad rate names - Master Rate, BAR Rate, NR Rate, Min 2 nts rate
      • These rates are not customer friendly, as guests often do not know abbreviations nor industry terminology
    • Good rate names - Best Available - Flexible Rate!, Non Refundable - Best Deal!
      • These names describe the benefits of that particular rate to the customer in very few words. Don't forget that customers can expand the description below, which will give them additional information
  • Descriptions - Descriptions are listed next to each corresponding rate as customers are booking via Distributor. If you add a city tax or any service charges after the booking is made, it would be important to include such information in rate descriptions.
  • External name - Use this field if you would like to set up a customer-friendly name that is different from the name that you use internally and seen only by your staff in the Mews Commander. This is the rate name that the guest will see in Distributor and also in confirmation e-mails.

Products

If you would like to offer any products while booking, such as breakfast, wine, flowers, etc., you can create stay products, which the customer can select while booking to then added in addition to any rate selected. When setting up your stay products, it is important to consider the following fields:

  • Name - Product names, used only internally if External name is also provided
  • Descriptions - Descriptions are listed next to each corresponding item as customers are booking via Distributor. If you include any service charges for this item, it would be important to include such information in the description.
  • External name - Use this field if you would like to set up a customer-friendly name that is different from the name that you use internally and seen only by your staff in the Mews Commander. This is the product name that the guest will see in Distributor and also in confirmation e-mails.
  • Options
    • Bill as package - Package this item into service category 'revenue'
    • Exclude price from offer - Product cost will be added to the service order after booking is made
    • Offer to customer - Product will be available for customers to order; please note that this setting must be selected for item to appear in Distributor
    • Selected by default - Product will be automatically preselected but can still be deselected before payment
  • Charging - Choose the method of payment for each item; below, you can find examples of items that may be used for each method:
    • Once - Extra cleaning fee for a dog
    • Per person per night - Breakfast
    • Per room night - Parking

For more information, see our article about stay products.

Priority

Distributor configuration settings can be assigned in several different places throughout the system. Therefore, as you choose your property settings, it is important to understand the priority of assignment.

According to Mews, the order of priority is as follows:

  1. Deeplinks or URL - This can include settings for language, currency, city, space, property, start, end, and vouchers
  2. Distributor configuration - Found within Mews Commander settings; any fields completed with Default will take preference from your website settings, however if any specific values are selected here, those selections will override website settings
  3. Website settings - In relation to distributor configuration settings, these settings will override distributor configuration settings unless any non-default settings are specified there

Resources

  • For more information, see our video about Distributor configurations.
  • Here, you can find additional information for webmasters, which they may find useful when integrating the Distributor into your website.
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Operator configurations

 

Before you can begin using Operator at your property, the application must first be configured in your settings. To do so, go to Main menu > Settings > Services > Stay > Operator configurations.

Click the + button to create a new Operator kiosk configuration. Please note that you must create a new configuration for each device that you want to install Operator on. Complete the following fields on the next screen:

  • Add translation - Select a language that you would like the key cutting instructions to be in. Selecting a language different from your property’s default language will automatically add a new text box next to the “Take key instructions” and “Cut key instructions” fields for you to complete.
  • Name - Enter a descriptive name to identify the kiosk. For example: “Right Kiosk,” "Left Kiosk," etc.
  • Connector integration - Only Connector tokens which have been specifically created for Operator by the Integrations team will appear in the drop-down list. If your token has not been created or is not displayed here, contact integrations@mewssystems.com.
  • Default language - Select the default language you would like displayed in the Operator application.
  • Key cutter - Select the key cutter you would like to use with this kiosk. To select an option from the drop-down list, you must already have a key cutter integration set up. Please note that this field is not required should you choose to set up Operator without a key cutting device.
  • Take key instructions - Enter the instructions you would like displayed on the left side of the screen. This should describe the first step in creating a key. For example: “Please take a key from the stack.”
  • Cut key instructions - Enter the instructions you would like displayed on the right side of the screen. This should describe the second step in creating a key. For example: “Place the key on the key cutter.”
  • Thank you message - Add a custom message for guests that will be displayed when check-in is complete. If this kiosk is not connected to a key cutter, it is recommended that you add instructions for the guest here. For example: "Thank you! Your check-in is complete. Please visit reception to collect your room key."
  • Contact instructions - Enter a message that guests will see when they click the Help button (which will only appear if you have completed this field). This message should explain to the guest what they need to do if they require assistance. For example, "If you're having trouble checking in, please call 555-555-555."
  • Cut key video URL - Enter the web address for the instructional key cutting video that you would like displayed onscreen. Please note that it must be a complete address and must link directly to an MP4 file; for example: https://exampleurl.com/video.mp4. Do not link to a video on a video-sharing website, such as YouTube. For more information on creating and uploading a video, see Cut key video.
  • Options
    • Space selection enabled - Select this checkbox to enable the space selection screen, which gives guests the ability to change their assigned room number.

After you have completed all fields, click Create. The system will automatically generate a QR code, which you will need when setting up Operator on your device.

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Registration card configuration

 

Hotels have the possibility to adjust certain aspects of the layout of the registration cards.

In order to have smooth check-ins we aim to display as little fields on registration cards as possible that are necessary for the communication with the guest (e-mail) or are required by law (e.g. surname, date of birth, etc.). However, some hoteliers require to collect more information about the guests. Therefore, you can customize your registration, including or excluding the details that are important to your property.

Navigate to registration card configuration and you will see the following options:

  • Format
    • A4
    • A5
  • Options - Select all items that you'd like included on the registration card:
    • Display address
    • Display birth date
    • Display confirmation number
    • Display gender
    • Display marketing e-mail opt-in
    • Display rate
    • Display telephone
    • Display visit reason
    • Print based on person count - The number of registration cards will correspond to the number of companions.
  • Text - Enter any important information you would like included on the registration card, such as information regarding fines. Using this field for extensive T&C is not recommended, as this information should be included on your website/booking engine. Should you wish to customize how the text appears on the card, you can use HTML in this field.

Mews clues

It is recommended that you check the settings on your printer and test print your registration cards before printing for your guests. Registration cards could be slightly different for each property depending on the chosen printer and the settings of that particular device.

You can set up the text in every language your hotel supports or which language is used by most of your guests. Once the customer selects the language he/she wants to communicate with the hotel, the text (as well as all the fields) would be displayed in the guest's language.

Watch our video regarding registration card configuration which will help you to better understand this matter.

Printing

To print registration cards, there are a few locations from which you can do this, and the result of the printed registration card is somewhat different depending on the location in the System

  • Guest Profile: if you visit a guest profile (internals section) and select to print the registration card, it will only print the personal details on the card. As the profile is not linked to a booking, we do not know which reservation details to print, so we leave this blank.
  • Reservations Overview: if you click on the print button on an individual booking, it will print the full details on the registration card, as the card is linked to a specific booking
  • Reservations Module: in the "State" tab of the Reservations Module, you have the option to also print the registration card, it will print the full details on the registration card, as the card is linked to a specific booking
 

Mews Operator is a free kiosk app that any property can have up and running in minutes with any Android tablet. Guests can effortlessly check in using the kiosk and will be able to skip those frustrating queues and waits at reception. But the app still allows guests to opt to queue if they crave that more nostalgic reception experience.

System requirements

The minimum system requirements for Mews Operator are:

  • Payment automation - To use Operator, all rate groups must have automatic settlement enabled. For more information about how to do this in your settings, see Rate groups. Please note that the settlement action can be set to either "Charge credit card" or "Create preauthorization" for Operator.
  • Door lock integration - Each individual Operator kiosk must have a key cutter machine connected to it for completing check-ins, which requires a door lock integration be set up for your property. If your property does not already have this integration set up, see our related article to get started.

Operator configuration

Before you can begin using Operator at your property, the application must first be configured in your settings. To do so, go to Main menu > Settings > Services > Stay > Operator configurations.

Click the + button to create a new Operator kiosk configuration. Please note that you must create a new configuration for each device that you want to install Operator on. Complete the following fields on the next screen:

  • Add translation - Select a language that you would like the key cutting instructions to be in. Selecting a language different from your property’s default language will automatically add a new text box next to the “Take key instructions” and “Cut key instructions” fields for you to complete.
  • Name - Enter a descriptive name to identify the kiosk. For example: “Right Kiosk,” "Left Kiosk," etc.
  • Connector integration - Only Connector tokens which have been specifically created for Operator will appear in the drop-down list. If your token has not been created, you can create this in the Marketplace.
  • Default language - Select the default language you would like displayed in the Operator application.
  • Key cutter - Select the key cutter you would like to use with this kiosk. To select an option from the drop-down list, you must already have a key cutter integration set up. Please note that this field is not required should you choose to set up Operator without a key cutting device.
  • Take key instructions - Enter the instructions you would like displayed on the left side of the screen. This should describe the first step in creating a key. For example: “Please take a key from the stack.”
  • Cut key instructions - Enter the instructions you would like displayed on the right side of the screen. This should describe the second step in creating a key. For example: “Place the key on the key cutter.”
  • Thank you message - Add a custom message for guests that will be displayed when check-in is complete. If this kiosk is not connected to a key cutter, it is recommended that you add instructions for the guest here. For example: "Thank you! Your check-in is complete. Please visit reception to collect your room key."
  • Contact instructions - Enter a message that guests will see when they click the Help button (which will only appear if you have completed this field). This message should explain to the guest what they need to do if they require assistance. For example, "If you're having trouble checking in, please call 555-555-555."
  • Cut key video URL - Enter the web address for the instructional key cutting video that you would like displayed onscreen. Please note that it must be a complete address and must link directly to an MP4 file; for example: https://exampleurl.com/video.mp4. Do not link to a video on a video-sharing website, such as YouTube. For more information on creating and uploading a video, see Cut key video.
  • Options
    • Space selection enabled - Select this checkbox to enable the space selection screen, which gives guests the ability to change their assigned room number.

After you have completed all fields, click Create. The system will automatically generate a QR code, which you will need when setting up Operator on your device.

Device setup

Operator supports Android 7.0 and later devices with a recommended screen size of 10 inches.

Before you install Operator, please note that your tablet will need to be either new (and not yet set up) or factory reset.

If you wish to set up Operator on a brand-new device, follow the steps below the first time you turn it on. If it is not new, find instructions on how to factory reset your particular device (instructions will differ for each model), perform the reset, and follow these steps:

  1. The setup process will automatically begin on the Welcome screen; do not press Start at any point.
  2. Select your preferred language.
  3. Tap the “Welcome” message repeatedly until the QR code setup process begins.
  4. Select Next and connect to a Wi-Fi network. The device will automatically begin installing a QR reader application.
  5. When the QR reader installation is complete, the device will automatically open the camera. In Commander, navigate to Operator configurations, click on the configuration you have just created, and scan the QR code by pointing your device's camera at it.
  6. Agree to all terms and conditions to begin the installation process.
  7. When the installation is complete, your device will automatically open the Operator app.

Your Operator kiosk is now set up and ready to be used by guests.

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Cut key video

 

Create

You will need to create an instructional video for Operator, which will play onscreen when it is time for guests to cut their keys.

It is highly recommended that you create your own video, as it should display the actual, physical setup of your Operator kiosk and key cutter machine. However, if you are unable to create your own video, you can use one of the cut key videos created by Mews. When you have selected the most relevant video for your property, copy the link and paste it in the Cut key video URL field of your Operator configuration:

  • Messerschmitt - https://player.vimeo.com/external/276267148.hd.mp4?s=61e92e927a47374de9cca3e8b18aa67368bdb66e&profile_id=174&download=1
  • Kaba Saflok - https://player.vimeo.com/external/276262404.hd.mp4?s=52f38dc46a138c7f9883fd1761039014824e2553&profile_id=174&download=1
  • Hotek - https://player.vimeo.com/external/276260994.hd.mp4?s=e945a858a2e42dea625731fc7e3cabf882ccde75&profile_id=174&download=1
  • Salto - https://player.vimeo.com/external/276255862.hd.mp4?s=872ae868ae7aa602b3bca1f6c028d1cbd79c3cef&profile_id=174&download=1

Below is a list of supported video types, which can be played on any Android 5.0 or later device.

Supported file formats

Operator supports MP4 videos (.mp4) using the following video codecs:

  • H.263
  • H.264 AVC Baseline Profile
  • H.264 AVC Main Profile
  • H.265 HEVC

It is important that the video file is encoded using the appropriate codec. If there is a problem with playing the video in Operator, please re-encode the file using a different codec. For this, you can use a free, online converter, such as cloudconvert.com.

Upload

The video must be uploaded to the Internet before it can be displayed in Operator. You can host the video file on your property's website, or use a public file-sharing service. To add the file to your Operator configuration, you must have a complete web address that links directly to the MP4 file. The URL should look like the following example: https://exampleurl.com/video.mp4. Video-sharing websites, such as YouTube, are not suitable for this purpose.

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Distributor

 
 

A Distributor fee is the contractual rate of commission for using the Mews Distributor booking engine, which is automatically subtracted from your Stripe or Adyen account. At the beginning of each month, Mews sends and invoice for these fees, which can then be passed on to your accounting team.

Check your Distributor invoice

Once you have received your invoice for Distributor fees, follow these steps to check the details:

  1. Access the Reservation Report from the Dashboard or go to Main menu > Reservations > Reservation Report.
  2. Select the following filter options; if a filter option is not listed, make no selection:
    • Mode - Select Totals.
    • Filter - Select Overlapping.
    • Start - Select the first day of the month that you wish to check (e.g. January 1st), at 12:00 AM.
    • End- Select the first day of the next month (e.g. February 1st), at 12:00 AM.
    • Options - Select Include additional expenses, Include nights, and Include products.
    • Values - Select Net value.
    • Origin - Select Distributor.
  3. Click OK, then View report.
  4. In the Nights in interval section, find the total amount for the month under Total amount > All. To find the total amount paid in commission, multiply this number by the percentage of commission listed in your Mews contract.
 

The card types supported by your Stripe or Adyen Merchant account can be found in the terms of your Mews contract.

If you have any questions about your Merchant integration setup, please contact our support team.

Fees

Merchant, Interchange (IC), Scheme, and storage fees are charged with every transaction.

Merchant fees refer to the commission paid to Mews for using Mews Merchant. The rate for this fee can be found in your contract.

Interchange and Scheme fees (collectively called Interchange ++) are fees paid by the merchant’s bank to the customer’s bank for payment processing. These fees vary based on the type of card and countries involved in the transaction. The rates for these fees are set by payment networks, such as Visa and Mastercard. For more information about fee rates in the EEA (European Economic Area), see the following links:

Check your Merchant invoice

A Merchant fee is the contractual rate of commission for using the Mews Merchant payment processor, which is automatically subtracted from your Stripe or Adyen account. At the beginning of each month, Mews sends an invoice for these fees, which can then be passed on to your accounting team.

Mews Merchant via Stripe

Once you have received your invoice for Merchant payments, follow these steps to check the details:

  1. Access the Payment Report from the Dashboard or go to Main menu > Finance > Payment report.
  2. Select the following filters:
    • Mode - Select Created.
    • Start - First day of the month that you wish to check (e.g. January 1st), at 12:00 AM.
    • End - First day of the next month (e.g. February 1st), at 12:00 AM.
    • States - Select Charged and Settled.
    • Type - Select all options.
    • Filter - Select Gateway CC payments.
    • Credit cards - Select all options.
    • Currency - No selection.
    • Employee - No selection.
    • Integration - Select Stripe Merchant integration.
    • Charge currency - No selection.
  3. Click OK, then Export.
  4. Open the export file and go to the Credit card payments tab. In column P, labeled Fee total net, you will find the amount charged by Mews for that month.

Mews Merchant via Adyen

Once you have received your invoice for Merchant payments, follow these steps to check the details:

  1. Access the Payment Report from the Dashboard or go to Main menu > Finance > Payment report.
  2. Select the following filters:
    • Mode - Select Settled.
    • Start - First day of the month that you wish to check (e.g. January 1st), at 12:00 AM.
    • End - First day of the next month (e.g. February 1st), at 12:00 AM.
    • States - Select Charged and Settled.
    • Type - Select all options.
    • Filter - Select Gateway CC payments.
    • Credit cards - Select all options.
    • Currency - No selection.
    • Employee - No selection.
    • Integration - Select Adyen Merchant integration.
    • Charge Currency - No selection.
  3. Click OK, then Export.
  4. Open the export file and go to the Credit card payments tab. In column P, labeled Fee total net, you will find the amount charged by Mews for that month.

Card storage

Once you have received your invoice for card storage fees, follow these steps to check the details:

  1. Access the Credit Card Report from the Dashboard or go to Main menu > Finance > Credit card report.
  2. Select the following filters:
    • Start - First day of the month that you wish to check (e.g. January 1st), at 12:00 AM.
    • End - First day of the next month (e.g. February 1st), at 12:00 AM.
    • Options - Select Display credit cards.
    • Origin - Select Gateway.
    • Type - Select all options.
    • Format - Select all options.
    • Preauthorization state - No selection.
  3. Click OK, then Export.
  4. Open the export file and go to the Credit cards tab. At the bottom of the list of credit cards, you will find the total number of credit cards stored during that period of time. To find the total amount paid in storage fees, multiply the total number of credit cards by the fee per card.

Mews clues

In case of refunds, Mews commission and all bank fees are refunded as well.

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Connector

 

The Mews Connector integration allows our Cloud System to connect with local devices, such as printers, passport scanners, and key cutters. This connection allows commands to be sent directly from Mews to your devices.

Mews Connector should be installed on a computer that never shuts down. For example, many properties choose a back office computer where some of your other software runs. If the computer running Connector is shut down, the connector application will no longer work.

Download

First, visit http://store.mews.li to download the Mews Connector application. When you arrive at this website, click the Download now button.

Go to your downloads folder and find a file called Connector_InstallMewsConnector.exe

Double-click to open this file and installation should begin automatically.

Install

After downloading Mews Connector, double-click on the downloaded file and installation should automatically begin. Follow the prompts from your computer to complete installation.

Mews clues

If you have an antivirus program installed on your computer, you may receive a warning message regarding an unrecognized application, however please select Continue or Run anyway to proceed with the installation.

When installation is complete, you should see the application running in your taskbar.

If you open the Connector application, you should see a status labeled online, which is displayed with a green dot. This indicates that the Connector is working and no further action is required.

Set up your Connector token

Once you have installed Connector:

  1. Go to Main menu > Settings > Marketplace.
  2. Click + Windows Connector.
  3. Complete the following fields:
  4. Click Create.
  5. Select Enabled, and then click Save.

Mews clues

After clicking Create, ensure that you select Enabled and then click Save. If you forget this step, the integration will not be enabled, and it will not work.

FIAS Settings

Mews Connector can connect to door lock solutions that utilize the FIAS protocol. If you're choosing to use this protocol you will need to complete the following in the Connector's FIAS settings:

  • Fias Server Port - Enter the port number of your door lock application (for Kaba, use 8265).
  • Client Mode - Enable this if your door lock application expects Mews to act as the client instead of server (For Kaba, this must be enabled).
  • Enabled - Select this if you are using FIAS.

Integrations

Mews Connector is used to establish a connection with many integrations. To setup these following integrations, you must first download and install the Mews Connector application as is described above.

For more information on our integrations utilizing Connector, please click on the links:

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About Marketplace

 

Mews Marketplace gives users the power to independently connect with over 150 integrations, with more added each week.

Connect to a new integration

To connect to a new integration, follow these steps:

  1. Go to Main menu > Settings > Marketplace.
  2. Search for the integration you want to connect to.
    • You can either filter the integrations by using the Categories filter, or by pressing Ctrl (Windows) or Command (Mac) + F to search by name.
  3. Click on the integration you want to add.
  4. Complete all required fields.
    • If you're having trouble, check the Mews guide for more information on setting up the integration.
  5. Click Create or Request access.
  6. Select the Enabled checkbox, and click Save.
    • If the integration is not enabled, the integration partner will not receive any data from your property.
  7. When you create an integration in the Marketplace, the credentials needed for connection are automatically sent to the integration partner.

To view your active integrations, go to Main menu > Settings > Integrations.

Deactivate an integration

  1. Go to Main menu > Settings > Integrations.
  2. Click on the name of the integration you want to delete.
  3. Click the Trash icon, and then Delete.

If you have any questions about integrations, contact the Integrations team at integrations@mewssystems.com.

Mews clues

Some integrations such as Windows Connector or Operator require connected devices. Before connecting to these integrations you should set up the devices, for example printers or key cutters. Once this is done, you can link these devices to your integrations.

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Accounting

 

Mews is proud to partner with many amazing integration partners, so that you can choose which features are most important to you and optimize your PMS accordingly.

Use the integrations below to customize your property's operation and automate some processes, so that your staff can spend more time catering to guests.

Mews clues

Only employees with admin privileges are able to create new integrations

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BOB integration

 

To create a new BOB integration, go to Main menu > Settings > Marketplace.

Click + BOB integration, and complete the following fields:

  • Name - This field is pre-filled.
  • Site code

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

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Exchange rate provider integration

 

To create a new Exchange rate provider integration, go to Main menu > Settings > Marketplace.

Click + Exchange rate provider integration, and complete the following fields:

  • Name - This field will be pre-filled. Rename the integration if you would like to add multiple exchange rate provider integrations for different currencies.
  • Source - Choose the source of the rates provided
    • Bank of England
    • Czech National Bank
    • European Central Bank
    • Open Exchange Rates
  • Relative adjustment - Add a percentage adjustment to the exchange rate. Enter 0 or leave this field empty to have values set to actual rate.
  • Period
    • Daily - Exchange rates will update once per day at 00:00
    • Monthly - Exchange rates will update at 00:00 on the first of each month
    • Yearly - Exchange rates will update at 00:00 on the first day of each year
  • Update offset - This number represents the delay before each update within the selected period. The offset allows you to specify the time and/or day of the update. Offset can be any value between 0 and chosen period.
    • Days - Number of days delayed before update
    • Hours - Number of hours delayed before update
    • Minutes - Number of minutes delayed before update
  • Options
    • Send update e-mails -
    • Update disabled rates - Select this box if you would like to update all rates, even if they are not being used.
  • Notification e-mail -

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box for automatic exchange rate updates, or deselect it to update your rates manually.
  • Last successful update - Date and time of the most recent update,
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

Mews clues

In your integration settings, select 'Send update e-mails' to receive a daily summary of all conversion changes, including both successful and failed updates. Regardless of daily e-mail preferences, properties will automatically receive an e-mail notification in case of any failed updates.

Update offset fields can be combined with period to create a custom update time, however please note that the absolute value must be greater than zero and legitimate period of time. For example, the default update time is 00:00, so you may select a daily update with an offset of 6 hours for an update every day at 06:00.

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Helios integration

 

To create a new Helios integration, go to Main menu > Settings > Marketplace.

Click + Helios integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • Customer fallback code
  • Partner company fallback code
  • Travel agency fallback code

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

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Sage integration

 

To create a new Sage integration, go to Main menu > Settings > Marketplace.

Click + Sage integration, and complete the following fields:

  • Name - This field will be pre-filled.

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration
  • Created (UTC) - Date and time that this integration was created
  • Updated (UTC) - Date and time that integration settings were most recently updated

Click Save.

Suggest Edits

Business intelligence

 

Mews is proud to partner with many amazing integration partners, so that you can choose which features are most important to you and optimize your PMS accordingly.

Use the integrations below to customize your property's operation and automate some processes, so that your staff can spend more time catering to guests.

Mews clues

Only employees with admin privileges are able to create new integrations.

Suggest Edits

Duetto reservation export integration

 

Duetto is a cloud-based hotel revenue management software and revenue strategy solution. Below, you can find instructions about how to set up the Duetto integration for your property. Follow these instructions in order and if you have any trouble, please do not hesitate to contact our integrations team for assistance.

Duetto doesn’t pull data directly from Mews but receive an export of our Reservation Report every hour to have the latest data.

If you have reached an agreement with Duetto on using their software with the integration with Mews, they have sent us (and you) request for access token and also shared with you the steps to setup the integration in Mews.

Target

Before you can set up the integration, you must create an FTP export target for Duetto. You cannot complete this step until you have received your account details from Duetto.

To create an export target, go to Main Menu > Exports > Targets. Then, click the + button and select FTP export target.

Complete these fields with the following information:

  • Name - Enter 'Duetto'.
  • URL - Enter sftp://sftp.duettoresearch.com/incoming.
  • Port - Enter 22.
  • Username - Copy and paste from your Duetto configuration details.
  • Password - Copy and paste from your Duetto configuration details.
  • Mode - From the drop-down menu, select Active.

When all information is correctly entered, click Create. When the export target has successfully been created, you will see these additional fields:

  • Created - Date and time that this target was created, and the name of the user who created it.
  • Updated - Date and time that target settings were most recently updated, and the name of the user who updated it.

Click Save.

Mews clues

You can also create an FTP Target directly from your export schedule settings using all details described above.

Integration

After creating your FTP export target, you must create and setup your Duetto integration in Mews.

To create a new Duetto reservation export integration, go to Main menu > Settings > Marketplace.

Click + Duetto reservation export integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • Dataset identifier - Complete with mws.

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

Export schedule

Since Duetto operates using details from the Reservation Report, you must next create an export schedule to send that information.

Navigate to our Reservation Report either directly from the Mews Dashboard in the Reservations section, or by going to Main menu > Reservations > Reservation report.

When the report opens, click on the OK button and select Create Duetto reservation export integration.

Once you have selected this item, you should see a success message stating that the export schedule was successfully created and you will be redirected to the Export schedule settings.

Under the Report configuration section, choose the following filter options:

  • Mode - Select Detailed.
  • Filter - Select Updated.
  • Interval - Select Last hour.
  • State - Select all options.
  • Options - Select Include additional expenses and Include nights.
  • Values - Select Net.
  • Group by - No selection.
  • Rate - No selection.
  • Rate group - No selection.
  • Type - No selection.
  • Travel agency - No selection.
  • Company - No selection.
  • Origin - No selection.

Click Save.

Under the Export schedule section, you will see the following fields:

  • Enabled - Select this box or the report will not work.
  • Name - Enter Duetto Export or another identifying title.
  • Next start - Select today's date, in one hour's time.
  • Frequency - Select Hourly.
  • Export target - From the drop-down menu, select the FTP target that you just created.
  • Options - If you would like to receive notifications about exports sent, select Notify creator about export.

After completing all settings, click the Save button and Duetto will receive an updated Reservation Report every hour.

Historical reservations

Once you have completed the steps to send future data, you must also generate a Duetto Reservation Report within Mews to include your past reservation data

Navigate to the Reservation Report either directly from the Mews Dashboard in the Reservations section, or by going to Main menu > Reservations > Reservation report.

Complete the report filters with the following options:

  • Mode - Select Detailed.
  • Filter - Select Created or Updated.
  • Start and end - Unless given other instructions from Duetto, you should create a report with data from the beginning of your property's operations until the present day. Please note that due to high load of data (reservations), you should run the report should for only three months at a time until the operation interval is fully accounted for (e.g. If your property has been operating for one year, you will generate four reports).
  • Options - Select Include additional expenses and Include nights; do not select any other option.
  • Values - Select Net.

Please note that all other fields may be left blank, completing only the fields mentioned above.

When all fields are correctly completed, click the OK button and select Duetto reservation export integration.

After clicking, you will automatically be redirected to another screen, stating that reports will be generated in the system and you will receive a notification when the job is complete. Click Exports to navigate to our Export center, where you can download and save each reports.

Navigate back to the Reservation Report and repeat all steps as described above to run your remaining reports. Once complete, send all the generated reports to Duetto and they can complete the rest of your setup.

Troubleshooting

Should you encounter any issues with the integration or when generating your reports, please contact integrations@mewssystems.com for further assistance.

Suggest Edits

INE occupancy export integration

 

For Spanish properties that need to send a monthly report to INE (Instituto Nacional de Estadística), this integration will automatically generate an XML file that includes all of the necessary information. You can then download the file from Commander and upload it to the INE website.

Step 1: Set up the integration

  1. Go to Main menu > Settings > Marketplace.
  2. Click + INE occupancy export integration.
  3. Enter the name, tax identifier, and enterprise type.
    • Name - Enter a title for the export.
    • Tax identifier - Enter your CIF (Certificado de Identificación Fiscal). This is your property's tax ID, which consists of a letter followed by eight digits.
    • Enterprise type - Enter your property's type, such as "hotel" or "hostel."
  4. Click Create.
  5. Select Enabled.
  6. Click Save.

Step 2: Schedule the export

  1. Go to Main menu > Reservations > Occupancy.
  2. Click OK > Create INE occupancy export integration.
  3. In the Report configuration section, select the following options:
    • Mode - Select Occupancy.
    • Interval - Select Last month.
    • States - Select all.
    • Values - Select Net value.
    • Rate mode - Select Average night rate.
    • Rate - No selection.
    • Company - No selection.
    • Travel agency - No selection.
  4. Click Save.
  5. In the Export schedule section, select the following options:
    • Name - Enter a title for the export.
    • Next start - Select the first day of the next month (i.e. November 1st).
    • Frequency - Select Monthly.
    • Export target - If you prefer to receive the report by email, you can create a mail export target. If you do not select on option for this field, you will receive a notification in Commander when your export has been created.
    • Format - No selection; an XML file will automatically be created for this integration.
    • Options - Select Notify creator about export if you did not select an export target.
  6. Select Enabled.
  7. Click Save,

Your INE report will be generated on the first of every month at the specified time.

 

The SnapShot Marketplace is a fully-integrated ecosystem where all hotel data is centralized, structured, and connected. Snapshot allows properties to view and analyze their data using integrated dashboards and a completely customizable software stack.

Create

After creating the Snapshot integration in your system, Snapshot will request validation reports, which you can create in Mews and send to complete your setup.

Snapshot uses our Manager Report to validate data and will get in touch with your property suggesting the date and time the report should be generated in Mews. At the agreed date and time the hotel needs to generate a Manager Report with the following filters:

  • Mode - Day
  • Start - First day of the previous month
  • End - Last day of the next month
  • Group by - Accounting category classification
  • Status - Confirmed
  • Values - Net

Mews clues

If the report is exported on 7th March, the Start will be 1st February and End will be 30th April.

You can export this data directly to Snapshot. Next, they will validate the data to create your dashboards.

If there are any problems with the data, Snapshot will contact your property directly. In this case, please also inform the Mews integrations team at integrations@mewssystems.com.

Suggest Edits

Connectivity

 

Mews is proud to partner with many amazing integration partners, so that you can choose which features are most important to you and optimize your PMS accordingly.

Use the integrations below to customize your property's operation and automate some processes, so that your staff can spend more time catering to guests.

Mews clues

Only employees with admin privileges are able to create new integrations.

Suggest Edits

Channel manager integrations

 

A channel manager integration connects Mews Commander with an external channel manager – an aggregator of booking engines all over the world. The main function of the connection between the channel manager and Mews Commander is to send availability and rates from the property (Mews Commander > Channel manager > Channel) and to retrieve reservations created through channels (Channel > Channel manager > Mews Commander).

Availability and rates are updated in two different ways:

Full upload
Updates all restriction, availability, and rate information for all connected room types and rates (can be triggered manually).

Delta upload
Only the differences from the last delta update are sent (can't be triggered manually).

Adding a new channel manager integration

This is a general guide for creating a channel manager integration. For specific information about each channel manager, contact your channel manager support contact.

Create the channel manager integration in Mews

  1. Email support@mewssystems.com and copy your channel manager support contact in the email to request the channel manager integration. Approval is needed from both Mews and the channel manager to set up the integration.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Channel manager integration, and enter the following details:
    • Name - Your desired name for the channel manager integration. You can create multiple channel manager integrations for one enterprise, so this name should be specific.
    • Client - The channel manager that the integration is for.
    • Notification email - The email address where you would like to receive notifications of changes or configuration problems with the channel manager integration.
  4. Click Request access.
  5. Do not enable the integration yet. This is done after mapping and testing are finished.

Operations and options

After you create a new channel manager integration, two new fields will appear in the integration settings: Enabled operations and Options.

Enabled operations

In the Enabled operations field, select any of the following options to enable them:

  • Cancellation notification - Mews sends information to the channel manager when a reservation is canceled.
  • Change notification - Mews notifies the channel manager when changes are made to the mapping.
  • Receive reservations - Allows Mews to create a reservation from a direct input (either manually or via API).
  • Download mappings - Downloads the channel manager mapping information and a mapping file in the Exports Queue.
  • Download reservations - Mews requests the channel manager for all pending reservations. After processing the reservations, Mews confirms the reservations.
  • Upload availability - Mews can send availability.
  • Upload rates - Mews can send rate prices.
  • Upload restrictions - Mews can send rate restrictions.

Some of these operations can be triggered manually for testing purposes.

Options

In the Options field, you will see the following options:

  • Apply cancellation fee - Select this option if you want the system to automatically apply cancellation fees to reservations that are canceled via distribution channel..
  • Create companions without email - Select this option if you want the system to automatically create profiles for companions even when companion email information is not provided by the channel manager..
  • Create reservation from modification push - Select this option if you want the system to automatically create a new reservation when a channel manager sends a modification for a reservation that cannot be found in Commander. If you do not select this option, the system will not create a new reservation, and you will receive an email notification reminding you to manually create the reservation instead..

Mews clues

Please contact Mews support before changing anything in the Options section at the bottom of your integration settings.

Map spaces, rates, and products

Please contact integrations@mewssystems.com to find out which type of mapping your channel manager uses, and then follow the steps for the appropriate type:

Automatically map

  1. Go to Main menu > Settings > Integrations, and click on the name of the integration.
  2. Click on the name of the integration, and then click the Download button to download your mapping file in .xlsx format.
  3. In the Excel file, find the integration code.
  4. Copy the code and send it to your channel manager support contact, along with the email address you use to sign in to Mews Commander. The channel manager will use both of these to automatically find your Mews enterprises, mapping codes, and information about each property and space, including:
    • Property address and description
    • Videos and images of the property
    • Requirements for each rate, such as the cancellation policy, payment requirements, and any products that are linked to the rate
    • Space despcriptions, the maximum number of guests, and videos or pictures of each space
  5. Future updates may need to be sent to the channel manager when you update information in the following areas in Commander:
    • Property information - Main menu > Settings > Property
    • Rate information - Main menu > Settings > Services > Stay > Rates
    • Product information - Main menu > Settings > Services > Stay > Products
    • Space information - Main menu > Settings > Property > Space categories
  6. Alternatively, they may have automatic update notifications set up. Contact Mews support to confirm.

Manually map Mews information in the channel manager

  1. Go to Main menu > Settings > Integrations, and click on the name of the integration.
  2. Open the integration, and then click Channel manager rates under the Settings section.
  3. For every rate that you do not want sent to the channel manager, deselect the Synchronized checkbox and click Save.
  4. Go back to the channel manager integration's main screen and click the Download button to download your mapping file in .xlsx format.
  5. Email the mapping file to the channel manager support contact. They will use this file to manually update your rate and space information from Mews into the channel manager.
  6. Further updates must be sent to the channel manager by repeating steps 1-3. Please do this any time you update information in the following areas in Commander:
    • Rate information - Main menu > Settings > Services > Stay > Rates
    • Product information - Main menu > Settings > Services > Stay > Products
    • Space information - Main menu > Settings > Property > Space categories

Manually map the channel manager information in Mews

  1. Request mapping codes for space types, rates, and products, and the hotel's credentials from the channel manager support contact.
  2. Open the channel manager integration in Commander by going to Main menu > Settings > Integrations and then clicking on the name of the integration.
  3. Add the information you received from the channel manager; all fields may not be required:
    • Channel manager ID
    • Username
    • Password
  4. Click Save.
  5. Click Channel manager rates under the Settings section.
  6. Open a rate and change the ID to the one you received from the channel manager.
  7. Repeat for all rates you want to send to the channel manager.
  8. Open each product and change the ID to the one you received from the channel manager.
    Please note: Some channel managers have mapping codes for each OTA. Add all of them to the same field separated by a comma. For example: 1,BF3,r5tf.
  9. Open a space, find the correct channel manager, and change the ID to the one you received from the channel manager.
  10. Repeat for all the spaces you wish to send to the channel manager.
  11. Further updates must be sent to the channel manager support contact. Then, step 1 and the relevant parts of steps 5-10 must be repeated. Please do this any time you update information in the following areas in Commander:
    • Rate information - Main menu > Settings > Services > Stay > Rates
    • Product information - Main menu > Settings > Services > Stay > Products
    • Space information - Main menu > Settings > Property > Space categories

Test and enable the channel manager integration

Please contact Mews support and your channel manager support contact so they can begin testing.

Support testing

  1. Test a 2-week, manual inventory push for availability, rates, and restrictions.
  2. Test receiving, modifying, and canceling a reservation from the channel manager into Mews.
  3. Enable the integration and confirm that the primary inventory push succeeds.
  4. Contact the property when all tests are passed. Congratulations! The channel manager integration is now sending and receiving information between Mews and the channel manager.

Update the channel manager integration mapping

Add a space in Mews

  1. Create a space category or create a space.
  2. Repeat the relevant mapping instructions to add the space in the channel manager

Add a rate in Mews

  1. Create a rate group or create a rate.
  2. Repeat the relevant mapping instructions to add the rate in the channel manager.

Update a rate, space, or stay product in Mews

Repeat the relevant mapping instructions to add/update the rate, space, or stay product in the channel manager.

Remove a rate from the channel manager

  1. Contact your channel manager support contact and ask them to remove the mapping for this rate.
  2. After the channel manager removes the rate, disable it in Mews:
    1. Go to Main menu > Settings > Integrations, and click on the name of the integration.
    2. Click Channel manager rates under the Settings section.
    3. Disable the Synchronized field and click Save.

Remove a space from one or more channel manager rates

Note: The space will still be bookable at this rate via Mews. If you want to temporarily block the space, please use the House use feature.

  1. Go to Main menu > Settings > Integrations, and click on the name of the integration.
  2. Click Channel manager rates under the Settings section.
  3. Click the rate you wish to remove the space from.
  4. Under the Channel manager categories section, click the More Options icon next to the relevant space, and then click Delete.
  5. Repeat steps 3 and 4 for all desired rates and spaces.

Remove a space from the channel manager

Note: This will remove the space from the channel manager but not from Mews. If you want to temporarily block the space, please use the House Use feature.

  1. Contact your channel manager support contact and ask them to remove the mapping for this space.
  2. After the channel manager removes the space, remove it in Mews:
    1. Go to Main menu > Settings > Property > Space categories, and click on the space.
    2. Delete the mapping code in the Channel manger ID field and click Save.

Troubleshooting

Reservations aren't appearing in Mews

  • Reservations are under the wrong name.
    Contact your channel manager support contact to request the confirmation number. This was sent to the channel manager from Mews in the confirmation response.
  • Reservations aren't being received.
    Go to Main menu > Queues > Channel manager and confirm no reservation is in the Type column for that time. The channel manager will need to resend the reservation. Contact your channel manager support contact.
  • Reservations have an error in the format.
    Go to Main menu > Queues > Channel manager and confirm the most recent queue item doesn't have a Failed status. If it does, click the queue item to open it and read the results in the Results section. Send this information to the channel manger support contact.
  • The Create reservations operation isn't enabled.
    Go to Main menu > Settings > Integrations and open the channel manager integration. Under the Enabled operations field, select Create reservations and then click Save. If it is already selected and enabled, contact Mews support and your channel manager support contact.

Existing reservations aren't being updated and/or canceled.

  • The Create reservations operation isn't enabled.
    Go to Main menu > Settings > Integrations and open the channel manager integration. Under the Enabled operations field, select Create reservations and then click Save. If it is already selected and enabled, contact Mews support and your channel manager support contact.

Reservations have missing or incorrect information

  • The reservations aren't correctly formatted when the channel manager sends then to Mews.
    Contact your channel manager support contact.

Reservations have rates that are not in Mews.

Please send the channel manager confirmation number and the creation time of the reservation to your channel manager support contact.

Reservations have Mews rate prices instead of channel manager rate prices.

  • The rate is synchronized.
    Go to Main menu > Settings > Integrations, and open the channel manager integration. Click Channel manager rates, open the rate, and deselect Synchronized and then click Save. The reservation delivery method will now assign the rate properly.

Reservations don't have the correct restrictions.

  • Restrictions are missing or incorrect.
    Review rate restrictions, delete any that are incorrect, and add new ones.
  • The upload restrictions operation isn't enabled.
    Go to Main menu > Settings > Integrations and open the channel manager integration. Under the Enabled operations field, select Upload restrictions and then click Save. If it is already selected and enabled, contact Mews support and your channel manager support contact.

Reservations have the wrong space type.

  • The space's channel manager ID is incorrect.
    Go to Main menu > Settings > Property > Space categories. Open the space category and confirm that the mapping code is correct.
  • The space isn't mapped in the channel manager.
    Go to Main menu > Settings > Property > Space categories.Open the space category and confirm that the channel manager ID matches the mapping codes for the channel manager. Email your channel manager support contact to update the mapping code. You can find the instructions on how to do so in the Map spaces, rates, and products section.

Reservations have missing or incorrect products.

  • Products aren't linked to the correct rate.
    Please follow the instructions on how to add a stay product to a rate in Mews.
    Please note: Stay products that have already been charged cannot be connected to a synchronized channel manager rate (via connecting it directly or later modification).
  • Channel manager IDs for products aren't mapped in the channel manager.
    Please see the Map spaces, rates, and products section for instructions.

Overbookings are happening often.

This is specific to each channel manager. Please send an example to Mews support and your channel manager support contact.

Availabilty doesn't match in Mews and in the channel manager.

  • The delta uploads are too infrequent.
    Contact Mews support to increase the delta upload frequency.
  • The full uploads or delta uploads aren't being sent.
    Go to Main menu > Queues > Channel manager and confirm the most recent queue item doesn't have a Failed status. If it does, click the queue item to open it and read the results in the Results section. Send this information to Mews support and the channel manger support contact. Please note: This is not visible for delta uploads. Please immediately contact your support contacts.
  • The space's channel manager ID is incorrect.
    Go to Main menu > Settings > Property > Space categories. Open the space category and confirm that the mapping code is correct.
  • The space isn't mapped in the channel manager.
    Go to Main menu > Settings > Property > Space categories. Open the space category and confirm that the channel manager ID matches the mapping codes for the channel manager. Email your channel manager support contact to update the mapping code. You can find the instructions on how to do so in the Map spaces, rates, and products section.
  • The upload availability operation isn't enabled.
    Go to Main menu > Settings > Integrations and open the channel manager integration. Under the Enabled operations field, select Upload availability and then click Save. If it is already selected and enabled, contact Mews support and your channel manager support contact.

Rates don't match in Mews and in the channel manager.

  • The VAT rate isn't correct for your base rate.
    Go to Main menu > Settings > Property > Services > Stay > Rates. Find the rate with a - in the Base rate column and open it. Confirm the Tax rate field is correct. This tax rate applies to all other rates.
  • The delta uploads are too infrequent.
    Contact Mews support to increase the delta upload frequency.
  • The full uploads or delta uploads aren't being sent.
    Go to Main menu > Queues > Channel manager and confirm the most recent queue item doesn't have a Failed status. If it does, click the queue item to open it and read the results in the Results section. Send this information to Mews support and the channel manger support contact. Please note: This is not visible for delta uploads. Please immediately contact your support contacts.
  • The rate's channel manager ID is incorrect.
    Go to Main menu > Settings > Property > Services > Stay > Rates. Open the rate and confirm that the mapping code is correct.
  • The rate isn't mapped in the channel manager.
    Go to Main menu > Settings > Property > Services > Stay > Rates. Open the rate and confirm that the channel manager ID matches the mapping codes for the channel manager. Email your channel manager support contact to update the mapping code. You can find the instructions on how to do so in the Map spaces, rates, and products section.
  • The Upload rates operation isn't enabled.
    To open the channel manager integration, go to Main menu > Settings > Integrations. Confirm Upload rates is listed in the Enabled operations field. If it's not, enable it and click Save. If it is, contact Mews support and your channel manager support contact.

No information is appearing in the channel manager or being received in Mews.

  • The integration is disabled.
    Go to Main menu > Queues > Channel manager and confirm that the most recent queue items don't have a Failed status. If they do, contact Mews support and your channel manage support contact. If they don't, open the channel manager integration, select Enabled, and then click Save.
  • The Mews enterprise isn't set up in the channel manager.
    Contact your channel manager support contact.
  • The channel manager username and/or password fields are empty or incorrect.
    TGo to Main menu > Settings > Integrations to open your channel manager integration. Contact your channel support contact and confirm that the Username and Password fields are correct. Please note: Not all channel managers require these fields. Contact Mews support if you are unsure whether you need a username or password.
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TripAdvisor integration

 

To create a new TripAdvisor integration, go to Main menu > Settings > Marketplace.

Click + TripAdvisor integration, and complete the following fields:

  • Name - This will be pre-filled.
  • TripConnect enabled
  • Trip advisor ID
  • Website URL
  • Google address bar
    • Address line 1
    • Address line 2
    • City
    • Postal Code
    • Country
    • State/Province

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

TripAdvisor space categories

To add a new TripAdvisor Space Category, click the + TripAdvisor space category button and complete the following field:

  • Category - Select the category that you'd like to add from the drop-down list of space categories at your property

After selecting the correct category, click Create and you will be redirected to the primary TripAdvisor Integration page, where you will see this category added to the list of under this section.

Please note that after you make any changes, you must click Save to apply these changes to your integration settings.

Connect TripAdvisor to Mews

It takes 24-48 hours for the integration to connect to TripAdvisor. After a day or two, go to TripAdvisor's Cost-per-Click page and add Mews to your integrations. If you receive an error, please contact connect@tripadvisor.com.

Suggest Edits

Facility management

 

Mews is proud to partner with many amazing integration partners, so that you can choose which features are most important to you and optimize your PMS accordingly.

Use the integrations below to customize your property's operation and automate some processes, so that your staff can spend more time catering to guests.

Mews clues

Only employees with admin privileges are able to create new integrations.

Suggest Edits

Passport scanner integration

 

Below, you can find detailed information about how to set up and enable this integration at your property. If you are experiencing any trouble, please do not hesitate to contact us for assistance.

Create

To create a new passport scanner integration, go to Main menu > Settings > Marketplace.

Click + Passport scanner integration, and complete the following fields:

  • Name - This will be pre-filled.

Click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

Settings

Within the integration, under the Settings section, you can add and connect your passport scanning devices.

  • Passport scanners - Click here to add, manage, or delete passport scanning devices

On the next page, to add a new passport scanner, click the + button and complete the following fields:

  • Name - Choose a name to describe the device itself. For example, choose a name based on the make and model of the device or name it based on the location within your property
  • Identifier

When all entered information is correct, click the Create button and you will see the following two fields:

  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

From this same page, you can manage or delete devices as needed.

To delete a device, navigate back to the main Passport scanners page, select the title of the unwanted device, and click the Trash icon. Confirm deletion and you will automatically be redirected to the primary integration page.

Delete

To delete a passport scanner integration, go to Main menu > Settings > Integrations.

Select the unwanted integration and in the next window, click the Trash icon, click Delete, and you will automatically be redirected to the integrations page. In this page, you will no longer see that deleted integration in your list of active integrations at your property.

Please note if you delete an integration entirely, you will also subsequently delete any device connections that you have set up within the deleted integration.

Suggest Edits

PassportScan integration

 

Below, you can find detailed information about how to set up and enable this integration at your property. If you are experiencing any trouble, please do not hesitate to contact us for assistance.

Create

To create a new PassportScan integration, go to Main menu > Settings > Marketplace.

Click + PassportScan integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • API URL

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

Delete

To delete a PassportScan integration, go to Main menu > Settings > Integrations.

Select the title of the unwanted integration, click the Trash icon, click Delete, and you will be redirected to the integrations page. In this page, you will no longer see that deleted integration in your list of active integrations at your property.

Please note if you delete an integration entirely, you will also subsequently delete any device connections that you have set up within the deleted integration. Please also note that once an integration has been deleted, this action cannot be undone.

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Printer integration

 

Connecting printers to your system will allow you to send a Print command from the system directly to the printer, rather than printing via a PDF service. Below, you will find detailed instructions about how to setup your local printers using the printer integration.

Mews Connector

Before you can install the printer integration, you must first download and install the Mews Connector application. Please see our article on Mews Connector for detailed instructions about that installation process and then return to this article to finish setup of your printer integration.

If you have already installed Mews Connector, you may proceed with your printer installation as is described below.

Create

To create a new Printer integration, go to Main menu > Settings > Marketplace.

Click + Printer integration, and complete the following fields:

  • Name - This field will be pre-filled.

Click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Click Save.

Settings

Within the integration, under the Settings section, you can add and connect your passport scanning devices.

  • Printers - Click here to add, manage, or delete individual printers.

To add a new printer, click the + button and complete the following fields:

  • Name - Choose an internal name to describe the printer itself. This name is seen in the system by your team to identify the device. For example, you could choose a name based on the make and model of the device or name it based on the location within your property, for example Lobby printer.
  • Printer name - This should be the exact make and model name of the printer, as it is found in the settings of your computer (e.g. "UTMA-PRT-03"). Please note that if your printer is located on another server, it will appear in your settings in the following format: UTMA-PRT-03 on Utma-dc-srv-08. If it is listed this way, you must use the following format when completing this field: \Utma-dc-srv-08\UTMA-PRT-03.
  • Driver name - Leave this field blank.
  • Port name - Leave this field blank.
  • Ordering - Indicates in which order the printing devices will appear, with the lowest number being the first in the list.

When all entered information is correct, click the Create button and you will see the following two fields:

  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

From this same page, you can manage or delete devices as needed.

Delete

To delete a printer, go back to the main Printers page, select the title of the unwanted device, click the Trash icon and click Delete.

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Key cutter integrations

 

Key cutter integrations connect Mews Commander with door lock solutions. These solutions then allow properties to speed up their check-in process by creating room keys directly from the Reservation module.

Integrations

Mews works with several different door lock integrations, which all slightly differ in their setup process. Please see the following articles for a more detailed description of how to integrate each of our door lock solutions:

If you are interested in using a key cutter solution at your property, or if you experience any trouble, please contact the integrations team for assistance at integrations@mewssystems.com.

Mews clues

Only employees with admin privileges are able to create new integrations.

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Hafele Dialock

 

Connecting your key encoders to Commander is a great way to cut down on check-in time and simplify processes. After you set up the Hafele Dialock integration, you can cut keys directly in Commander without ever needing to use the Dialock HMS application.

System requirements

To use the Hafele Dialock integration, you'll need to have Mews Connector installed on a computer at your property. We recommended installing Connector on the same computer that the Dialock HMS application is installed on, but you can install Connector on a different computer as long as it is on the same network.

If it has not already been installed at your property, please see our guide for instructions on how to install Connector.

Step 1: Set up the Hafele Dialock integration

Before you can set up the Hafele Dialock integration, you must have the Dialock HMS application installed on a computer at your property.

Run the Dialock HMS application

  1. Open the Dialock HMS application on your computer.
  2. Go to Service Configuration.
  3. Click FidelioManagement.
  4. Make note of the Fidelio Port, which you will need when creating the Hafele Dialock integration in Commander.

Create the integration

  1. Open Commander.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Key cutter integration.
  4. In the Name field, enter “Hafele Dialock.”
  5. In the API URL field, enter the local IP address of the computer that the Dialock HMS application is installed on and the Fidelio Port (found in the Dialock HMS application) in the following format: https://IP address:Port number. For example, if your IP address is 127.0.0.1 and your port number is 6666, you should enter https://127.0.0.1:6666 in this field.
    • If you installed Dialock HMS on the same computer as the Connector application, you can use the following IP address: 127.0.0.1.
    • If you’re having trouble, learn more about finding your computer’s IP address.
  6. Leave the Username and Password fields blank.
  7. Click Request access.
  8. Select the Enabled checkbox.
  9. Click Save.

Set up the Hafele Dialock key cutters

After you create the Hafele Dialock integration in Commander, you can set up your key cutters.

  1. In the Hafele Dialock integration settings, click Key cutters.
  2. Click the + button.
  3. In the Name field, enter a name for the key cutter based on where it is located or what will be most easily understandable for your staff.
  4. In the Identifier field, enter the EncoderID found in the Dialock HMS application.
  5. In the Data JSON field, enter the following: { "Type": "FiasProtocol" }.
  6. Click Create.
  7. Repeat steps 1-6 for every Hafele Dialock key cutter being used at your property.

Step 3: Map Hafele Dialock key cutters in Commander

If your space numbers in Commander and the Dialock HMS application do not match exactly (for example, "004" and "4" is not an exact match), you must create key cutter mappings for all of your spaces.

  1. In the Hafele Dialock integration settings, click Key cutter mappings.
  2. Click the + button.
  3. Under Room, select a space number from the drop-down list.
  4. In the Lock identifier field, enter the corresponding space number as it is listed in the Dialock HMS application.
  5. Click Create.
  6. Repeat steps 1-5 for every space that needs to be mapped in Commander.

Step 4: Activate your key cutters

When you have completed all of the steps above, contact integrations@mewssystems.com to activate your key cutters.

Troubleshooting

If an error message—stating that Mews cannot communicate with the Dialock HMS application—appears, restart the application and notify Hafele Dialock. If you encounter any issues with the integration itself, contact integrations@mewssystems.com for assistance.

Connecting your key encoders to Commander is a great way to cut down on check-in time and simplify processes. After you set up the Hotek integration, you can cut keys directly in Commander without ever needing to use the Hotek Interface System.

System requirements

To use the Hotek integration, you'll need:

  • A Hotek license that supports PMS connections.
    • To find out if your license supports PMS connections, go to System > License in the Hotek Interface System and check if your license type is listed as either Fidelio Interface or PMS Interface. If not, contact support@hotek.nl to request a software upgrade.
    • If you're having trouble finding this information, see this example of how it should look in the Hotek Interface System.
  • Mews Connector installed on a computer at your property.
    • We recommended installing Connector on the same computer that the Hotek Interface System is installed on, but you can install them on different computers as long as they're on the same network.
    • If it has not already been installed at your property, please see our guide for instructions on how to install Connector.

Step 1: Set up the Hotek integration

Before you can set up the Hotek integration, you must have the Hotek Interface System installed on a computer at your property.

Run the Hotek application

  1. Open the Hotek Interface System on your computer.
  2. Go to your settings, and:
    • Make note of the Interface Port, which you will need when creating the Hotek integration in Commander.
    • Make sure Show message at client and TCP/IP are selected.
    • If you're having trouble finding these fields, see this example of how they should look in the Hotek Interface System.

Create the integration

  1. Open Commander.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Key cutter integration.
  4. In the Name field, enter “Hotek.”
  5. In the API URL field, enter the local IP address of the computer that the Hotek Interface System is installed on and the Interface Port (found in the Hotek Interface System) in the following format: https://IP address:Interface port. For example, if your IP address is 127.0.0.1 and your interface port is 6666, you should enter https://127.0.0.1:6666 in this field.
    • If you installed Hotek Interface System on the same computer as the Connector application, you can use the following IP address: 127.0.0.1.
    • If you’re having trouble, learn more about finding your computer’s IP address.
  6. Leave the Username and Password fields blank.
  7. Click Request access.
  8. Select the Enabled checkbox.
  9. Click Save.

Step 2: Set up the Hotek key cutters

After you create the Hotek integration in Commander, you can set up your key cutters.

  1. In the Hotek integration settings, click Key cutters.
  2. Click the + button.
  3. In the Name field, enter a name for the key cutter based on where it is located or what will be most easily understandable for your staff.
  4. In the Identifier field, enter the Encoder Number found in the Hotek Interface System.
  5. In the Data JSON field, enter the following: { "Type": "HotekKeyCutter" }.
    • To create mobile keys instead of physical keys, complete the Data JSON field with { "Type":"HotekKeyCutter", "MobileKeys":"True" }. Mobile keys are delivered by email, so it's important to make sure that a guest's email address is correctly entered in their customer profile.
    • In a hostel environment, where you need to create duplicate keys for guests arriving at different times, complete the Data JSON field with { "Type":"HotekKeyCutter", "DuplicateKey":"True" }.
  6. Click Create.
  7. Repeat steps 1-6 for every Hotek key cutter being used at your property.

Step 3: Map Hotek key cutters in Commander

You must complete key cutter mapping if:

  • The space numbers in Commander and the Hotek Interface System do not match exactly (for example, "004" and "4" is not an exact match).
  • Your space numbers are less than three characters long (for example, if the space number is "101", the mapping must be "0101").

If all of your space numbers in Commander and the Hotek Interface System match and are more than three characters long, you can skip this step.

  1. In the Hotek integration settings, click Key cutter mappings.
  2. Click the + button.
  3. Under Room, select a space number from the drop-down list.
  4. In the Lock identifier field, enter the corresponding space number as it is listed in the Hotek Interface System.
  5. Click Create.
  6. Repeat steps 1-5 for every space that needs to be mapped in Commander.

Step 4: Activate your key cutters

When you have completed all of the steps above, contact integrations@mewssystems.com to activate your key cutters.

Troubleshooting

If an error message—stating that Mews cannot communicate with the Hotek Interface System—appears, restart the application and notify Hotek. If you encounter any issues with the integration itself, contact integrations@mewssystems.com for assistance.

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Kaba Saflok

 

Connecting key encoders to Mews is a great way to cut down on check-in time and simplify processes, allowing properties to send commands directly from Mews Commander to your key encoding devices without having to operate a separate Kaba application.

Mews clues

You must already have the Saflok Messenger LENS application installed before you can set up this integration.

Mews Connector

If you have not yet done so, please see our article about Connector and follow those instructions before returning to this article.

If you have already installed Mews Connector, please proceed with the instructions below.

Set up the Kaba integration

To create a new key cutter integration, go to Main menu > Settings > Marketplace.

Click + Key cutter integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • API URL - This field consists of three parts. You can use the image just below for reference:
    • Add http://.
    • Following this, enter the local IP address of the computer where the Kaba Messenger application is running. For more information about finding your local IP address, click here.
    • Lastly, enter the interface port. For Saflok this defaults to 8265.
    • In your settings, please make sure that TCP/IP is enabled.
    • Please note that you should not add any spaces between these three pieces of data. When completed, your API URL will look something like this: http://127.0.0.1:8265.
  • Username - Leave this field blank.
  • Password - Leave this field blank.

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

After selecting the Enabled option, don’t forget to click Save.

Set up Kaba key cutters

Click the Key cutters link. You will be redirected to a second page, where you will finish the setup process.

Click the + button, and complete the following fields:

  • Name - Name each key cutter based on where the device is located or what will be easily understandable for your staff.
  • Identifier - Navigate to the Kaba CRS application and enter the Encoder number from the first column.
  • Data JSON - Complete this field with { "Type": "FiasProtocol" }.

When all details are correctly entered, click Create and wait for the green success message.

Navigate back to the main Key cutters screen, where you will see a list of active key cutters in your property’s system. Add all key cutters that you would like to implement, using the same steps as described above for each one.

Key cutter mapping for Kaba

If your room numbers in Mews do not match the room numbers listed in Kaba, you will need to set up a key cutter mapping for each space to communicate the name difference between the two systems. If these two sets of data are already matching, you may not need to set up mappings.

To add a key cutter mapping, go back to the main Key cutter integration screen and click the Key cutter mapping link, then the + button. You will see the following fields to complete:

  • Room - Select from a drop-down menu of all room numbers created in Mews.
  • Lock identifier - Enter the corresponding room number as it is identified in Kaba.

Click Create. The mappings you create here will be listed on the Key cutter mappings screen; use the steps above to add all necessary mappings for your property.

Once you have completed all of the steps above, please contact integrations@mewssystems.com and we will activate the key cutters for your integration.

Cut keys with Kaba

If all steps above were correctly completed, you should see two new buttons in the Reservation module, under the State tab, after check-in is complete:

  • Cut all keys - Cut keys for all companions included in the selected bookings.
  • Cut key - Cut a select number of keys.

If the reservation has not yet been checked in, these buttons will be gray. Once check-in is complete, the button will change to blue, indicating that it is active and you can select the encoder that you’d like to send the key cutting commands to.

After clicking the Cut keys button, the selected key cutter should “ping” and the display will indicate which room the key(s) is have been cut for.

Keys are valid from the moment of cutting until the checkout time of the reservation. If the guest prolongs their reservation, you will need to update their departure time first, and then cut a new key for those guests.

Troubleshooting

If you receive an error that Mews cannot communicate with the Kaba application, please restart the application and log your issue with Kaba.

Should you encounter any issues with the integration, please contact integrations@mewssystems.com for further assistance.

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Messerschmitt

 

Connecting key encoders to Mews is a great way to cut down on check-in time and simplify processes, allowing properties to send commands directly from Mews Commander to your key encoding devices without having to operate a separate Messerschmitt application.

Mews Connector

If you have not yet done so, please see our article about Mews Connector and follow those instructions before returning to this article.

If you have already installed Mews Connector, please proceed with the instructions below.

Set up the Messerschmitt integration

To create a new key cutter integration, go to Main menu > Settings > Marketplace.

Click + Key cutter integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • API URL - This field consists of three parts. You can use the image just below for reference:
    • Add http://.
    • Following this, enter the local IP address of the computer where the Messerschmitt FIAS interface application is running. For more information about finding your local IP address, click here.
    • Lastly, enter the interface port. In the Messerschmitt FIAS interface application, right-click and choose Settings > Listen port. Be sure to include a : between your IP address and interface port. See here for an example.
    • In your settings, please make sure that Enable key card interface is selected.
    • Please note that you should not add any spaces between these three pieces of data. When completed, your API URL will look something like this: http://127.0.0.1:10003.
  • Username - Leave this field blank.
  • Password - Leave this field blank.

When all information is correctly entered, click Request access and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

After selecting the Enabled option, don’t forget to click Save.

Set up Messerschmitt key cutters

Click the Key cutters link, then the + button, and complete the following fields:

  • Name - Name each key cutter based on where the device is located or what will be easily understandable for your staff.
  • Identifier - Navigate to your Messerschmitt HOCAS application and enter the EncoderNumber for the encoder you would like to send commands to.
  • Data JSON - Complete this field with { "Type": "FiasProtocol" }.

When all details are correctly entered, click Create and wait for the green success message.

Navigate back to the main Key cutters screen, where you will see a list of active key cutters in your property’s system. Add all key cutters that you would like to implement, using the same steps as described above for each one.

Key cutter mapping for Messerschmitt

If your room numbers in Mews do not match the room numbers listed in Messerschmitt, you will need to set up a key cutter mapping for each space to communicate the name difference between the two systems. If these two sets of data are already matching, you may not need to set up mappings.

To add a key cutter mapping, go back to the main Key cutter integration screen, click the Key cutter mapping link, and click the + button. You will see the following fields to complete:

  • Room - Select from a drop-down menu of all room numbers created in Mews.
  • Lock identifier - Enter the corresponding room number as it is identified in Messerschmitt.

Click Create. The mappings you create here will be listed on the Key cutter mappings screen; use the steps above to add all necessary mappings for your property.

Once you have completed all of the steps above, please contact integrations@mewssystems.com and we will activate the key cutters for your integration.

Cut keys with Messerschmitt

If all steps above were correctly completed, you should see two new buttons in the Reservation module, under the State tab, after check-in is complete:

  • Cut all keys - Cut keys for all companions included in the selected bookings.
  • Cut key - Cut a select number of keys.

If the reservation has not yet been checked in, these buttons will be gray. Once check-in is complete, the button will change to blue, indicating that it is active and you can select the encoder that you’d like to send the key cutting commands to.

After clicking the Cut keys button, the selected key cutter should “ping” and the display will indicate which room the key(s) is have been cut for.

Keys are valid from the moment of cutting until the checkout time of the reservation. If the guest prolongs their reservation, you will need to update their departure time first, and then cut a new key for those guests.

Troubleshooting

If you receive an error that Mews cannot communicate with the Messerschmitt application, please restart the application and log your issue with Messerschmitt.

Should you encounter any issues with the integration, please contact integrations@mewssystems.com for further assistance.

Connecting your key encoders to Commander is a great way to cut down on check-in time and simplify processes. After you set up the Onity integration, you can cut keys directly in Commander without ever needing to use the Onity Interface System.

System requirements

To use the Onity integration, you'll need to have Mews Connector installed on a computer at your property. We recommended installing Connector on the same computer that the Onity Interface System is installed on, but you can install Connector on a different computer as long as it is on the same network.

If it has not already been installed at your property, please see our guide for instructions on how to install Connector.

Step 1: Set up the Onity integration

Before you can set up the Onity integration, you must have the Onity Interface System installed on a computer at your property.

Run the Onity Interface System

  1. Open the Onity Interface System on your computer.
  2. Go to Configuration > Station Configuration, and:
    • Make sure Enable PMS Communication is selected.
    • Make note of the Service Number, which you will need when creating the Onity integration in Commander.
    • If you're having trouble finding these fields, see this example of how they should look in the Onity Interface System.

Create the integration

  1. Open Commander.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Key cutter integration.
  4. In the Name field, enter “Onity.”
  5. In the API URL field, enter the local IP address of the computer that the Onity Interface System is installed on and the Service Number (found in the Onity Interface System) in the following format: https://IP address:Service number. For example, if your IP address is 127.0.0.1 and your port number is 6666, you should enter https://127.0.0.1:6666 in this field.
    • If you installed the Onity Interface System on the same computer as the Connector application, you can use the following IP address: 127.0.0.1.
    • If you’re having trouble, learn more about finding your computer’s IP address.
  6. Leave the Username and Password fields blank.
  7. Click Request access.
  8. Select the Enabled checkbox.
  9. Click Save.

Step 2: Set up Onity key cutters

After you create the Onity integration in Commander, you can set up your key cutters.

  1. In the Onity integration settings, click Key cutters.
  2. Click the + button.
  3. In the Name field, enter a name for the key cutter based on where it is located or what will be most easily understandable for your staff.
  4. In the Identifier field, enter the Address Number found in the Onity Interface System.
  5. In the Data JSON field, enter the following: { "Type": "IndustryStandardProtocol" }.
  6. Click Create.
  7. Repeat steps 1-6 for every Onity key cutter being used at your property.

Step 3: Map Onity key cutters in Commander

If your space numbers in Commander and the Onity Interface System do not match exactly (for example, "004" and "4" is not an exact match), you must create key cutter mappings for all of your spaces.

  1. In the Onity integration settings, click Key cutter mappings.
  2. Click the + button.
  3. Under Room, select a space number from the drop-down list.
  4. In the Lock identifier field, enter the corresponding space number as it is listed in the Onity Interface Server.
  5. Click Create.
  6. Repeat steps 1-5 for every space that needs to be mapped in Commander.

Step 4: Activate your key cutters

When you have completed all of the steps above, contact integrations@mewssystems.com to activate your key cutters.

Troubleshooting

If an error message—stating that Mews cannot communicate with the Onity Interface System—appears, restart the application and notify Onity. If you encounter any issues with the integration itself, contact integrations@mewssystems.com for assistance.

Connecting key encoders to Mews is a great way to cut down on check-in time and simplify processes, allowing properties to send commands directly from Mews Commander to your key encoding devices without having to operate a separate Salto application.

If you are interested in integrating Salto key encoders with your Mews PMS, please contact integrations@mewssystems.com.

Mews Connector

If you have not yet done so, please see our article about Mews Connector and follow those instructions before returning to this article.

If you have already installed Mews Connector, please proceed with the instructions below.

Mews clues

Before you set up this integration, please note a limitation of Salto's service is that only Ethernet Encoders can be communicated to by an external service such as Mews. To upgrade your encoders, contact Salto's support team.

Set up the Salto integration

To create a new key cutter integration, go to Main menu > Settings > Marketplace.

Click + Key cutter integration, and complete the following fields:

  • Name - This field will be pre-filled.
  • API URL - This field consists of three parts:
    • Add http://.
    • Following this, enter the local IP address of the Server where the Salto Service is running. For more information about finding your local IP address, click here.
    • Lastly, enter the interface port, which you can find in the PMS Settings in the Salto application. Be sure to include a : between your IP address and interface port. See the following example images for ProAccess SPACE and Hotel Access Management Software.
    • In your settings, please make sure that TCP/IP is enabled.
    • Please note that you should not add any spaces between these three pieces of data. When completed, your API URL will look something like this: http://127.0.0.1:8090.
  • Username - Leave this field blank.
  • Password - Leave this field blank.

When all information is correctly entered, click Create and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

After selecting the Enabled option, don't forget to click Request access.

Set up Salto key cutters

Click the Key cutters link, then the + button, and complete the following fields:

  • Name - Name each key cutter based on where the device is located or what will be easily understandable for your staff.
  • Identifier - In the Salto application, click on System, and copy the number found in the Name column. See the following example images for ProAccess SPACE and Hotel Access Management Software.
  • Data JSON - Complete this field with { "Type": "IndustryStandardProtocol" }.

When all details are correctly entered, click Create and wait for the green success message.

Go back to the main Key cutters screen, where you will see a list of active key cutters in your property’s system. Add all key cutters that you would like to implement, using the same steps as described above for each one.

Key cutter mapping for Salto

If your room numbers in Mews do not match the room numbers listed in Salto, you will need to set up a key cutter mapping for each space to communicate the name difference between the two systems. If these two sets of data are already matching, you may not need to set up mappings.

To add a key cutter mapping, go back to the main Key cutter integration screen, click the Key cutter mapping link, then the + button. You will see the following fields to complete:

  • Room - Select from a drop-down menu of all room numbers created in Mews.
  • Lock identifier - Enter the corresponding room number as it is identified in Salto .

Click Create. The mappings you create here will be listed on the Key cutter mappings screen; use the steps above to add all necessary mappings for your property.

Once you have completed all of the steps above, please contact integrations@mewssystems.com and we will activate the key cutters for your integration.

Cut keys with Salto

If all steps above were correctly completed, you should see two new buttons in the Reservation module, under the State tab, after check-in is complete:

  • Cut all keys - Cut keys for all companions included in the selected bookings.
  • Cut key - Cut a select number of keys.

If the reservation has not yet been checked in, these buttons will be gray. Once check-in is complete, the button will change to blue, indicating that it is active and you can select the encoder that you’d like to send the key cutting commands to.

After clicking the Cut keys button, the selected key cutter should “ping” and the display will indicate which room the key(s) is have been cut for.

Keys are valid from the moment of cutting until the checkout time of the reservation. If the guest prolongs their reservation, you will need to update their departure time first, and then cut a new key for those guests.

Troubleshooting

If you receive an error that Mews cannot communicate with the Salto application, please restart the application and log your issue with Salto.

Should you encounter any issues with the integration, please contact integrations@mewssystems.com for further assistance.

Suggest Edits

Salto JustIN

 

Connecting key encoders to Mews is a great way to cut down on check-in time and simplify processes, allowing properties to send commands directly from Mews Commander to your customers' mobile devices without having to operate a separate Salto application.

Before customers arrive at your property, they must first download the Salto JustIN application on their mobile device. If the application is not downloaded and installed on the customer's phone, employees will receive an error message as they try to send the command from the Reservation Module.

If your property has chosen to integrate mobile keys, Mews would recommend that you include information about the application in your before start e-mails or confirmation e-mails, so the customer can download the application before their arrival.

Please note that in order for mobile keys to work, it is very important that customer phone numbers are formatted correctly in customer profiles, as data is taken directly from there. Numbers must have + country code or 00 in front of the phone number or the employee will receive an error message as they try to complete send the command.

If you are interested in integrating Salto JustIN key encoders with your Mews PMS, please contact integrations@mewssystems.com.

Mews Connector

If you have not yet done so, please see our article about Mews Connector and follow those instructions before returning to this article.

If you have already installed Mews Connector, please proceed with the instructions below.

Mews clues

Before you setup this integration, please note a limitation of Salto's service is that only Ethernet Encoders can be communicated to by an external service such as Mews. Please contact Salto Support, who can provide you with assistance to upgrade your encoders.

Set up the Salto JustIN integration

To create a new key cutter integration, go to Main menu > Settings > Marketplace.

Click + Key cutter integration, and complete the following fields:

  • Name - This field will be pre-filled.
    API URL - This field consists of three parts:
    • Add http://.
    • Following this, enter the local IP address of the Server where the Salto System application is running. For more information about finding your local IP address, click here.
    • Lastly, enter the interface Port, which you can find in the PMS Settings inside Salto. Be sure to include a : between your IP address and interface port. See here for an example.
    • In your settings, please make sure that TCP/IP is enabled.
    • Please note that you should not add any spaces between these three pieces of data. When completed, your API URL will look something like this: http://127.0.0.1:8090.
  • Username - Leave this field blank.
  • Password - Leave this field blank.

When all information is correctly entered, click Request access and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

After selecting the Enabled option, don't forget to click Save.

Set up Salto JustIN key cutters

Click the Key cutters link, then the + button, and complete the following fields:

  • Name - Name each key cutter based on where the device is located or what will be easily understandable for your staff.
  • Identifier - Navigate to your Salto Interface System (Server) application. Click on the Client tab and copy the number found under the No. column, next to the name of your device.
  • Data JSON - Complete this field with { "Type":"IndustryStandardProtocol", "MobileKeys":"true" }.

Mews clues

If you would like the Salto JustIN application to create a physical key for guests while also granting them mobile entry, add the following information to the Data JSON field:{ "Type":"IndustryStandardProtocol", "MobileKeys":"true," "EncoderKeys":"true"}.

To disable this functionality, enter: "EncoderKeys":"false".

When all details are correctly entered, click Create and wait for the green success message.

Navigate back to the main Key cutters screen, where you will see a list of active key cutters in your property’s system. Add all key cutters that you would like to implement, using the same steps as described above for each one.

Key cutter mapping for Salto JustIN

If your room numbers in Mews do not match the room numbers listed in Salto JustIN, you will need to set up a key cutter mapping for each space to communicate the name difference between the two systems. If these two sets of data are already matching, you may not need to set up mappings.

To add a key cutter mapping, go back to the main Key cutter integration screen, click the Key cutter mapping link, then the + button. You will see the following fields to complete:

  • Room - Select from a drop-down menu of all room numbers created in Mews.
  • Lock identifier - Enter the corresponding room number as it is identified in Salto JustIN.

Click Create. The mappings you create here will be listed on the Key cutter mappings screen; use the steps above to add all necessary mappings for your property.

Once you have completed all of the steps above, please contact integrations@mewssystems.com and we will activate the key cutters for your integration.

Cut keys with Salto JustIN

If all steps above were correctly completed, you should see two new buttons in the Reservation module, under the State tab, after check-in is complete:

  • Cut all keys - Cut keys for all companions included in the selected bookings.
  • Cut key - Cut a select number of keys.

If the reservation has not yet been checked in, these buttons will be gray. Once check-in is complete, the button will change to blue, indicating that it is active and you can select the encoder that you’d like to send the key cutting commands to.

After clicking the Cut keys button, the selected key cutter should “ping” and the display will indicate which room the key(s) is have been cut for.

Keys are valid from the moment of cutting until the checkout time of the reservation. If the guest prolongs their reservation, you will need to update their departure time first, and then cut a new key for those guests.

Troubleshooting

If you receive an error that Mews cannot communicate with the Salto JustIN application, please restart the application and log your issue with Salto JustIN.

Should you encounter any issues with the integration, please contact integrations@mewssystems.com for further assistance.

Connecting key encoders to Mews is a great way to cut down on check-in time and simplify processes, allowing properties to send commands directly from Mews Commander to your key encoding devices without having to operate a separate TLJ application.

Mews Connector

If you have not yet done so, please see our article about Mews Connector and follow those instructions before returning to this article.

If you have already installed Mews Connector, please proceed with the instructions below.

Set up the TLJ integration

To create a new key cutter integration, go to Main menu > Settings > Marketplace.

Click + Key cutter integration, and complete the following fields.

  • NAME - This field will be pre-filled.
  • API URL
    • Add https://
    • Following this, enter the local IP address of the computer where the TLJ application is running. For more information about finding your local IP address, click here
    • Lastly, enter the interface port, which you can find by going to TLJ Front end > Hotel layout setting > System parameter setting. Be sure to include a : between your IP address and interface port. See here for an example.
    • Do not add any spaces between these three pieces of data. When completed, your API URL will look something like this: http://127.0.0.1:10003.
  • Username - Leave this field blank.
  • Password - Leave this field blank.

When all information is correctly entered, click Request access and you will see the following additional fields:

  • Enabled - Select this box to enable this integration.
  • Created - Date and time that this integration was created, and the name of the user who created it.
  • Updated - Date and time that integration settings were most recently updated, and the name of the user who updated it.

Select Enabled, and click Save.

Set up TLJ key cutters

Click the Key cutters link, click the + button, and complete the following fields:

  • Name - Name each key cutter based on where the device is located or what will be easily understandable for your staff.
  • Identifier - open a program called ‘INI.exe’ located in the root of the front end, usually – C:// program files, Hotel Lock. For an example of what this looks like in the INI.exe application, see this image. Then match the identifier code from 'INI.exe' to Mews.
  • Data JSON - Complete this field with { "Type": "FiasProtocol" }.

When all details are correctly entered, click Create. Add all key cutters that you would like to implement, using the same steps as described above for each one.

Key cutter mapping for TLJ

If your room numbers in Mews do not match the room numbers listed in TLJ, you will need to set up a key cutter mapping for each space to communicate the name difference between the two systems. If these two sets of data are already matching, you may not need to set up mappings.

To add a key cutter mapping go to the main Key cutter integration screen, click the Key cutter mapping link, then the + button. You will see the following fields to complete:

  • Rooms - Select from a drop-down menu of all room numbers created in Mews
  • Lock identifier - Enter the corresponding room number as it is identified in TLJ

Click Create. The mappings you create here will be listed on the Key cutter mappings screen; use the steps above to add all necessary mappings for your property.

Once you have completed all of the steps above, please contact integrations@mewssystems.com to activate the key cutters for your integration.

Mews clues

Key cutter mapping must be completed for all space numbers with less than three characters.

Cut keys with TLJ

If all steps above were correctly completed, you should see two new buttons in the Reservation module, under the State tab, after check-in is complete:

  • Cut all keys - Cut keys for all companions included in the selected bookings.
  • Cut key - Cut a select number of keys.

If the reservation has not yet been checked in, these buttons will be gray. Once check-in is complete, the button will change to blue, indicating that it is active and you can select the encoder that you’d like to send the key cutting commands to.

After clicking the Cut keys button, the selected key cutter should “ping” and the display will indicate which room the key(s) is have been cut for.

Keys are valid from the moment of cutting until the checkout time of the reservation. If the guest prolongs their reservation, you will need to update their departure time first, and then cut a new key for those guests.

Troubleshooting

If you receive an error that Mews cannot communicate with the TLJ application, please restart the application and log your issue with TLJ.

Should you encounter any issues with the integration, please contact integrations@mewssystems.com for further assistance.

Suggest Edits

VisiOnline

 

Connecting your key encoders to Commander is a great way to cut down on check-in time and simplify processes. After you set up the VisiOnline integration, you can cut keys directly in Commander without ever needing to use the VisiOnline application.

System requirements

To use the VisiOnline integration, you'll need to have Mews Connector installed on a computer at your property. We recommended installing Connector on the same computer that the VisiOnline application is installed on, but you can install Connector on a different computer as long as it is on the same network.

If it has not already been installed at your property, please see our guide for instructions on how to install Connector.

Step 1: Set up the VisiOnline integration

Before you can set up the VisiOnline integration, you must have the VisiOnline application installed on a computer at your property.

Run the VisiOnline application

  1. Open the VisiOnline application on your computer.
  2. Under, System administration, choose Users.
  3. Make note of the User ID, which you will need when creating the VisiOnline integration in Commander.

Create the integration

  1. Open Commander.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Key cutter integration.
  4. In the Name field, enter “VisiOnline.”
  5. In the API URL field, enter the local IP address of the computer that the VisiOnline application is installed on in the following format: https://IP address/api/v1. For example, if your IP address is 127.0.0.1, you should enter https://127.0.0.1/api/v1 in this field.
    • If you installed the VisiOnline application on the same computer as Connector, you can use the following IP address: 127.0.0.1.
    • If you’re having trouble, learn more about finding your computer’s IP address.
  6. In the Username field, enter the User ID found in the VisiOnline application.
  7. Leave the Password field empty.
  8. Click Request access.
  9. Select the Enabled checkbox.
  10. Click Save.

Step 2: Set up VisiOnline key cutters

After you create the VisiOnline integration in Commander, you can set up your key cutters.

  1. In the VisiOnline integration settings, click Key cutters.
  2. Click the + button.
  3. In the Name field, enter a name for the key cutter based on where it is located or what will be most easily understandable for your staff.
  4. In the Identifier field, enter the Encoder Name found in the VisiOnline application.
  5. In the Data JSON field, enter the following: { "Type": "VisiOnlineKeyCutter" }.
  6. Click Create.
  7. Repeat steps 1-6 for every VisiOnline key cutter being used at your property.

Step 3: Map VisiOnline key cutters in Commander

If your space numbers in Commander and the VisiOnline application do not match exactly (for example, "004" and "4" is not an exact match), you must create key cutter mappings for all of your spaces.

  1. In the VisiOnline integration settings, click Key cutter mappings.
  2. Click the + button.
  3. Under Room, select a space number from the drop-down list.
  4. In the Lock identifier field, enter the corresponding space number as it is listed in the VisiOnline application.
  5. Click Create.
  6. Repeat steps 1-5 for every space that needs to be mapped in Commander.

Step 4: Activate your key cutters

When you have completed all of the steps above, contact integrations@mewssystems.com to activate your key cutters.

Troubleshooting

If an error message—stating that Mews cannot communicate with the VisiOnline application—appears, restart the application and notify VisiOnline. If you encounter any issues with the integration itself, contact integrations@mewssystems.com for assistance.

Connecting your key encoders to Commander is a great way to cut down on check-in time and simplify processes. After you set up the TESA integration, you can cut keys directly in Commander without ever needing to use the TESA application.

System requirements

To use the TESA integration, you'll need to have Mews Connector installed on a computer at your property. We recommended installing Connector on the same computer that the TESA PMS Server application is installed on, but you can install Connector on a different computer as long as it is on the same network.

If it has not already been installed at your property, please see our guide for instructions on how to install Connector.

Step 1: Set up the TESA integration

Before you can set up the TESA integration, you must have the TESA PMS Server application installed on a computer at your property.

Run the TESA application

  1. Open the TESA PMS Server application on your computer.
  2. Click Stop Comms.
  3. Go to Server Setup, and:
    • Make note of the Port Number, which you will need when creating the TESA integration in Commander.
    • Under Acknowledgement Format, make sure ACK is selected.
    • If you're having trouble finding these fields, see this example of how they should look in the TESA PMS Server application.

Create the integration

  1. Open Commander.
  2. Go to Main menu > Settings > Marketplace.
  3. Click + Key cutter integration.
  4. In the Name field, enter “TESA.”
  5. In the API URL field, enter the local IP address of the computer that the TESA PMS Server is installed on and the Port Number (found in the TESA PMS Server application) in the following format: https://IP address:Port number. For example, if your IP address is 127.0.0.1 and your port number is 6666, you should enter https://127.0.0.1:6666 in this field.
    • If you installed TESA PMS Server on the same computer as the Connector application, you can use the following IP address: 127.0.0.1.
    • If you’re having trouble, learn more about finding your computer’s IP address.
  6. Leave the Username and Password fields blank.
  7. Click Request access.
  8. Select the Enabled checkbox.
  9. Click Save.

Step 2: Set up TESA key cutters

After you create the TESA integration in Commander, you can set up your key cutters.

  1. In the TESA integration settings, click Key cutters.
  2. Click the + button.
  3. In the Name field, enter a name for the key cutter based on where it is located or what will be most easily understandable for your staff.
  4. In the Identifier field, enter the PC ID found in the TESA PMS Server application.
  5. In the Data JSON field, enter the following: { "Type": "IndustryStandardProtocol", "RemoveWhiteSpaces": "True" }.
  6. Click Create.
  7. Repeat steps 1-6 for every TESA key cutter being used at your property.

Step 3: Map TESA key cutters in Commander

If your space numbers in Commander and the TESA PMS Server application do not match exactly (for example, "004" and "4" is not an exact match), you must create key cutter mappings for all of your spaces.

  1. In the TESA integration settings, click Key cutter mappings.
  2. Click the + button.
  3. Under Room, select a space number from the drop-down list.
  4. In the Lock identifier field, enter the corresponding space number as it is listed in the TESA PMS Server application.
  5. Click Create.
  6. Repeat steps 1-5 for every space that needs to be mapped in Commander.

Step 4: Activate your key cutters

When you have completed all of the steps above, contact integrations@mewssystems.com to activate your key cutters.

Troubleshooting

If an error message—stating that Mews cannot communicate with the TESA PMS Server application—appears, restart the application and notify TESA. If you encounter any issues with the integration itself, contact integrations@mewssystems.com for assistance.

Suggest Edits

Fiscalization

 

Mews is proud to partner with many amazing integration partners, so that you can choose which features are most important to you and optimize your PMS accordingly.

Use the integrations below to customize your property's operation and automate some processes, so that your staff can spend more time catering to guests.

Please note that it is not possible to enable more than one fiscal registry integration for any property at one time. For this reason, please select the most appropriate integration for your property and location. For more information about each integration, click on the links!

Mews clues

Only employees with admin privileges are able to create new integrations.