Setup & Operational
In the general property settings, what is the difference between the general settings email and the subscription email?
General: the email address that customers can send general inquiries to. / Subscription: email address to send invoices from Mews.
Why do items show up under the 'none' category in the accounting report?
There is no accounting category attached to this item
What Mews products does the Guest Journey consist of?
Mews Guest Portal & Booking Engine
Can I refund an amount via Mews Payment on the Billing screen?
It is not possible on the billing screen. In order to make a refund via Mews Payment, you need to navigate to the Payment tab of the profile. There you can see the payment made. On the right of the payment, you will see 3 dots, you can click on them and do your refund.
What's the previous name of Mews Operations?
Commander
There are a few overbookings in the system. How can you find those reservations quickly?
Use the Reservation report - filter it by Space and check the "None" section
What do routing rules do?
It will add a company or travel agency to the selected items on the bill.
(Stripe) How long after going live with Mews can you expect to wait for your first payout?
7 days after the first payment is received. It is then T3 from then onwards.
How do I locate a payment if I have the amount, the date and the last 4 digits of a credit card number?
Through the payment report.
Why don't I see the optimise space allocation button?
The optimize space allocation button is only available for Enterprise level subscription
The availability calculation strategy is how your room inventory will be managed, and there are 2 options: diffusive and discrete. Discrete strategy is:
Where overbookings will not be transferred to any available space categories.
When is room revenue posted?
Room revenue postings are created when the booking is made, but it is only received as revenue upon consumption.
Is a credit card required when doing an online check-in?
Yes, it is. Without a card, you cannot finish the online check-in.
You can choose a date of up to 28 days as the preauthorization expiration date. If you don't choose an expiration date, when will Mews release the preauthorization?
After 7 days
Are Tax Rate Codes always mandatory in the accounting configuration section?
No, they are only needed if you are mapping tax rates to an external accounting software. Instructions on what/ how to fill will be provided by the third party involved in the connection.
How can I see, how many breakfasts I need for the next morning? (2)
Go to the Guest-In House Report and filter by the desired products and the option "products consumed in interval" or check the Product Report
Why could the client's RevPar be very low, even though the timeline shows you that all rooms are occupied?
All rooms occupied doesn't mean that they are all booked. With discrepancies like these, odds are big that the client is making use of House Use rooms (you are using rooms for free).
Note: House use doesn't affect ADR calculation.
If a guest contacts the hotel via the Guest Portal and the hotel replies a few hours later, how is the guest notified?
Once the hotel replies to the guests, if they do not read the message within 5 minutes they will receive an email with the message and a link which will open the thread for them.
How should I manage gift vouchers in Mews?
1. Create a service for the specific gift voucher. After creating the service, go to Products and add two products within your newly created Service. You can call them for example ‘’GV purchase’’ and ‘’GV redemption’’ but it is completely up to you.
2. Create a customer profile for the vouchers (paymaster profile)
3. Once you sell a Gift Voucher, you will post both of the products (‘’GV purchase’’ and ‘’GV redemption’’) with the same amount, but one in positive (GV purchase) and one in negative (GV redemption).
Take payment from the client on the positive product and close the bill. You can give them a paper voucher or email voucher with the same GV number as you have entered in your service for the gift recipient to use.
The negative products (GV redemption) will be left on the paymaster profile until the guest wants to redeem the voucher. Once the guest books a stay and redeems the voucher, you will move the GV redemption product to the guest's billing.
If you use deposits in Mews - how do you post prepayments for future reservations that are being transferred from the previous PMS?
Go to the reservation, add "new deposit" and cancel the positive deposit
How many Reservation & Space Status Colours are there?
Reservation = 7(8) | Space Status = 5
Is it possible to set up that each individual space category's revenue flows to its own accounting category? If yes, how?
Yes, add a different accounting category to each space category and leave the rate's accounting category empty.
The prioritisation order in which the accounting category is taken for a night's accommodation is Rate > Space Category > Service.
I have charged a credit card, why does the status remain on "pending"?
Payments through the Mews Payments are processed by a third-party provider. We always wait for a response from them to see if it was a success or a failure. If the status is "pending" it is just that we haven't received the info from their end.
What is the difference between deposit ledger, guest ledger, and general ledger?
Deposit ledger: An overview of all prepayments, i.e. deposits, with no consumed revenue posted against them yet. (prepayments with future dates)
Guest ledger: An overview of all consumed revenue that is not paid for, or is on a bill that still needs to be closed.
General ledger: A total sum of the Deposit ledger and the Guest ledger.
*Positive values represent the total amount of revenue due to the property. Negative values represent any amount due to the customer. - It changes the balances during the stay of the guest, as the consumed revenue changes
What are the commission adjustments in the exported Payment Report?
Mews estimates the amount of commission you need to pay based on the previous month. Once Mews receives the actual fees from Stripe, the system automatically adds them to the Payment report export and they are adjusted in the Merchant balance report. (Note: Commission adjustments only apply for Stripe accounts, and only for Visa and MasterCard payments.)