If guests aren’t showing up in Hello Hotel, status badges look wrong, or reservation details are outdated, the issue is usually in the Mews connection or the guest data in Mews. Work through the checks below.
This is the most common cause. Hello Hotel only imports guest contacts that have a phone number on their Mews profile. No phone number = no import.
Open the guest’s profile in Mews Commander
Check the Phone field — it must have a value
If it’s blank, add a phone number and wait 1–2 minutes for the sync to pick it up
Phone numbers must be valid to sync. Common problems:
Missing country code (US numbers need +1)
Letters or special characters in the number
Placeholder numbers like “0000000000” — these won’t match real incoming calls or texts, and Hello Hotel may skip them
Canceled reservations may not sync depending on when they were canceled
Check in Mews Commander that the guest’s reservation is confirmed, checked in, or has another active status
If the guest has a valid phone number and an active reservation but still isn’t appearing:
Go to Settings → Integrations in Hello Hotel
Click Resync next to the Mews connection
This forces a full re-pull of all data from Mews. It can take a few minutes for properties with large guest histories.
Hello Hotel calculates status badges based on reservation dates and check-in/check-out events in Mews. If a badge looks wrong, the issue is almost always in Mews:
Shows “Future” but the guest has arrived — the check-in hasn’t been processed in Mews. The reservation exists, but nobody clicked “Check In” in Commander. The badge updates when the check-in event happens, not when the check-in date arrives.
Shows “In-House” but the guest left — same thing in reverse. Process the check-out in Mews and the badge will update to Past.
Shows “No Reservation” — the contact was imported (they have a phone number) but doesn’t have an active reservation linked. This happens with manually added contacts or guests whose reservation was canceled.
Shows “Checking In” on the wrong day — check the reservation’s check-in date in Mews. It may have been booked for the wrong date. Badge timing is based on the property’s time zone as configured in Mews.
For a full breakdown of how badges are calculated, see Understanding Mews Data Sync.
Live sync is near real-time but not instant. Most changes from Mews appear within seconds. If a webhook is missed, a background job every 5 minutes picks it up, so give a change up to about 5 minutes before treating it as a problem.
Go to Settings → Integrations in Hello Hotel
Look at the status next to the Mews connection
If it shows Active, the connection is healthy. If it shows Disconnected:
Someone may have disabled the integration in Mews Commander
The Connector API integration in Commander may have been deleted
API credentials may have been rotated
To reconnect, see Connecting Mews PMS.
Hello Hotel syncs guest names, phone numbers, emails, reservation dates, room numbers, reservation status, and guest and reservation notes. It does not sync:
Billing or payment information
Custom fields or classifications
Companion/additional guest details (only the primary guest syncs)
If you’re expecting data that falls outside the sync scope, it won’t appear in Hello Hotel.
If the same guest appears twice in Hello Hotel:
They likely have two different phone numbers across two reservations in Mews
Hello Hotel matches contacts by phone number — different number means different contact
To fix: update the phone number in Mews to be consistent across reservations, then trigger a manual resync
If you’ve worked through these checks and data still isn’t syncing:
Note which specific guest or data isn’t syncing
Confirm the integration shows as Active in Settings → Integrations
Reach out to our support team at [email protected] or use the chat widget in the app — we can check the sync logs to see exactly what’s coming through from Mews and where it’s getting stuck.
