Technology shouldn’t get in the way of hospitality. It should make it effortless. That’s the thinking behind the Mews Summer Release, fittingly named Smooth Operations. It’s designed to create more fluid, connected experiences for both guests and teams, with automation doing the heavy lifting in the background.

In the latest episode of Matt Talks, Mews CEO, Matt Welle, sat down with Product Director Adam Britton to unpack these new features. What emerged is a clear signal of where hotel tech is headed: invisible but powerful systems that help hotels deliver seamless arrivals, truly personal experiences, and smarter back-office operations.

Reimagining the arrival experience

The check-in process has long been a sticking point for guests and hoteliers alike. Guests want to get to their rooms without friction. Hotels want to stay compliant, verify identities and collect the right information without it feeling like a chore. The Mews Summer Release tackles both sides.

One of the biggest updates is ID and selfie verification within online and kiosk check-in. Guests can now scan their passport, driving license or national ID directly from their device followed by a selfie. This data is securely extracted and stored for only as long as required. Hotels can configure whether ID is optional or mandatory depending on local legislation or property type.

This simple step solves a familiar frustration. Too often, guests fill in online forms in advance, only to be asked for their passport again at the front desk. By integrating verification upfront, hotels can eliminate that repetitive moment entirely.

Selfie collection adds another layer. Hotels can use guest photos to elevate recognition and service. Staff can greet guests by name and face, making them feel like VIPs before they’ve even collected their room key. For larger hotels, it helps maintain personal recognition across shifts, even when staff turnover is high.

And then there’s digital key access. Through a partnership with ASSA ABLOY, hotels using Mews can now issue keys directly to guests’ Apple Wallet. No plastic, no app downloads. Just a single tap on a phone or watch. It works in express transit mode, meaning no need to unlock the device, and even functions when the battery is dead thanks to power reserve.

This is the kind of small but mighty upgrade that changes the guest journey. The speed of a plastic keycard meets the convenience of mobile – minus the friction of clunky branded apps.

For hotels not ready to go fully staffless, the kiosk remains a bridge. The same passport, selfie, and wallet key flows are available on kiosk check-in, with the added benefit of giving guests choice. This flexibility is crucial. Hotels can modernize at their own pace, without forcing an all-or-nothing digital leap.

Personalization with purpose

Collecting data is easy. Turning it into meaningful experiences is where most hotels fall short. Mews has sharpened this capability with smarter guest profiles and AI-powered tooltips.

Returning guest icons now display the number of previous stays. Click through, and hotel teams can see lifetime value insights at a glance: total spend, nights stayed, reservations made and even granular order history. If a guest regularly orders steak and red wine, that can inform a personalized welcome gift. If they previously left a poor review at another property in the same group, the team can step in to create a service recovery moment.

What makes this especially powerful is how the data is aggregated. Room charges, POS transactions and payment tokens are all connected back to the guest’s profile. Whether someone orders at the bar or charges to the room, their preferences are captured. The tooltip then distills everything into a short, actionable insight that front desk teams can actually use in the moment.

Matt shared a personal example: a Prague hotel had saved his ironing board preference on his profile. When he checked in, housekeeping delivered one to his room without being asked. No big gestures, just quiet, thoughtful service powered by smart data.

This is where personalization stops being a marketing buzzword and starts being operationally useful. It’s not about remembering everything manually or relying on a superstar front desk agent. It’s about giving every team member, at any shift, the same high-quality insight.

Smarter operations behind the scenes

Technology isn’t just about what guests see. It’s about what teams don’t have to do anymore.

The revamped guest communications tools allow hotels to set dynamic email conditions. A business traveler doesn’t need sightseeing tips; a leisure guest does. By segmenting communications by rate, segment or room type, hotels can deliver relevant information to each guest type and cut the noise.

Personalized notes for phone reservations bring that same human touch into automated emails. If a guest mentions bringing their dog during a call, that note can appear in their confirmation message. It’s a small but powerful way to blend personal service with operational efficiency.

Billing is also getting smarter. Guests can now split bills directly at the kiosk – ideal for colleagues on work trips or friends on a weekend getaway. Business travelers can add corporate details for expense compliance without slowing down the line at reception.

And check-out, often overlooked in the tech race, now mirrors the same fluidity as check-in. Guests can adjust billing addresses, separate minibar charges or even add last-minute purchases like candles or merch – then walk away with their invoice instantly in their inbox.

This end-to-end flow reflects a bigger shift: hotels are moving from automating single tasks to orchestrating entire guest journeys.

Technology that gets out of the way

The best hospitality technology doesn’t demand attention. It quietly clears friction from both sides of the counter.

The Smooth Operations release is built on that principle. It’s not about turning hotels into machines. It’s about removing the unnecessary steps so hoteliers can focus on what matters: creating memorable experiences, at scale.

Personalization will continue to get smarter, automations more intelligent, and digital journeys more fluid. Technology isn’t replacing the human touch – it’s making space for it.

Want to learn more about the Mews Summer Release? Check out these short explainer videos to see each feature in action:

Watch the highlights

About Mews

Mews is the leading platform for the new era of hospitality. Powering over 12,500 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024, 2025) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024, 2025) by Hotel Tech Report. Mews has raised $410 million from investors including Growth Equity at Goldman Sachs Alternatives, Kinnevik and Tiger Global to transform hospitality. 

www.mews.com