- Automatic guest identification — your team sees who's calling before they pick up
- Live reservation details alongside every conversation — stay dates, room, status
- Two-way sync keeps Hello Hotel and Mews in lockstep with zero manual entry
When a guest calls or texts your hotel, Hello Hotel automatically matches them to their reservation using data from Mews. Your team sees the guest's name, stay dates, room number, and reservation status right alongside the conversation — before they even say a word.
Key reservation details appear directly in the conversation thread. Your team doesn't need to switch to Mews to look up a guest — their stay dates, room assignment, and current status are already there. When a guest asks about their checkout time or room change, your team has the answer without putting anyone on hold.
Incoming calls and texts are matched to known guests using phone number and reservation data. When a guest who booked through your website calls the front desk, Hello Hotel identifies them instantly. Your team sees exactly who they're talking to before they pick up — no asking for last names or confirmation numbers.
Every guest is automatically labeled based on where they are in their stay: Future, Checking In, In-House, Departing, or Past. These labels update in real time as reservation dates change in Mews. Your team can filter the inbox by guest status — so during a busy checkout morning, they can zero in on departing guests without scrolling through every conversation.
Repeat guests are clearly flagged so your team can recognize them and personalize their experience. When a returning guest calls to book again, your team already knows their history — previous stays, past conversations, and any notes from prior visits.
Your guest contact list is built and maintained automatically from Mews. New reservations create contacts, and updates in either system sync to the other. Edit a guest's contact info in Hello Hotel, and it syncs back to Mews. Update guest details in Mews, and they flow into Hello Hotel automatically. No manual data entry, no copy-pasting between systems.
Add internal notes and tags to any guest contact. Notes appear alongside the conversation for quick reference — useful for flagging guest preferences, special requests, or anything your team should know before picking up the phone. Tags let you categorize guests for filtering or use in automated workflows.
Every guest profile includes a direct link back to their record in Mews. When your team needs to make a change in the PMS — modifying a reservation, processing a payment, updating a folio — they're one click away.
The Mews integration feeds directly into Hello Hotel's automation engine. Trigger automated messages based on reservation status changes, upcoming check-ins, or upcoming check-outs. Send a welcome text when a guest's status changes to Checking In, a checkout reminder the morning they depart, or a thank-you message after their stay — all without your team lifting a finger.
