Hello Hotel's Mews integration pulls guest contacts and reservation data into your workspace automatically. When a guest calls or texts, your team sees their name, reservation dates, room number, and status — without switching to Mews.
This article covers the detailed Mews-side setup.
For an overview of what the Mews integration does, see the Mews integration page.
Using Cloudbeds instead? See Connecting Cloudbeds.
You'll need admin access to Mews Commander (or someone who has it). The integration requires two API credentials from Mews:
Client Token — identifies your Mews property
Access Token — authorizes Hello Hotel to read and write data
Both are generated inside Mews Commander.
Log in to Mews Commander
Go to Settings → Integrations (under the Connectivity section)
Click + Create to add a new integration
Select Connector API as the integration type
Give it a name like "Hello Hotel" so your team can identify it later
Set the integration to Enabled
Once created, Mews displays the Client Token and Access Token for this integration. Copy both — you'll need them in the next step.
Good to know: If you already have a Connector API integration set up in Mews for another service, you'll need to create a separate one for Hello Hotel. Each integration gets its own token pair.
In Hello Hotel, go to Settings → Integrations
Click Connect Mews
Paste your Client Token and Access Token into the respective fields
Click Save
Hello Hotel tests the connection immediately. If the credentials are valid, you'll see a success message and the initial data sync starts automatically.
After connecting, check that everything came through correctly:
Go to Contacts — your guest list should be populating with names, phone numbers, and email addresses from Mews
Check guest status badges — guests should show as Future, Checking In, Checked In, In House, Checking Out, Checked Out, or Past based on their reservation
Open a guest profile — confirm that reservation details (dates, room number, status) match what's in Mews
Test caller ID — call your Hello Hotel number from a guest's phone (or have someone call) and verify that the guest name and status appear on the incoming call notification
If anything looks wrong, see the troubleshooting section below.
Double-check that you copied both tokens completely — partial copies are the most common issue
Confirm the integration is Enabled in Mews Commander (disabled integrations reject API calls)
Make sure you're using the tokens from the correct Mews property if you manage multiple
The initial sync can take a few minutes for large properties. Wait 5 minutes and refresh the Contacts page.
Check that your Mews reservations have phone numbers attached. Hello Hotel imports contacts that have at least a phone number — guests without phone numbers in Mews won't appear.
Try a manual resync from Settings → Integrations.
Status badges are calculated from reservation dates in Mews. If a guest shows as "Checking In" but has arrived, check that their check-in was processed in Mews.
See Understanding Mews Data Sync for details on how status badges are determined.
If you need to disconnect and reconnect (for example, to switch to a different Mews property):
Go to Settings → Integrations
Click Disconnect next to the Mews integration
Reconnect with new credentials following the steps above
Disconnecting does not delete your existing contacts or conversation history in Hello Hotel. It only stops the live data sync.
If your Mews property has the guest portal activated, Hello Hotel can generate one-tap magic links that send guests directly into Mews's online check-in or their digital room key. See Mews Magic Links for setup and usage.
The digital key half is off by default. To turn it on for your account, go to Settings → Integrations → Mews → Digital Key Links and enable the toggle.
The payment link asks only for the reservation's outstanding balance — charges minus deposits already taken — so a stay that's already paid gets no link. The pre-authorization link stays on the full stay total. Both are in your property's own Mews currency, and Mews no longer emails the guest a second copy.
The add-a-card link opens a Hello Hotel page with the Mews card form: the card is saved to the reservation, nothing is charged or held, and the link lasts seven days. The "has card on file" automation conditions recognise a card saved in Mews.
If you have the AI Agent enabled, it can answer guest questions like "do you have rooms for tomorrow night?" with real-time availability pulled from your Mews bookable service. This requires the bookable service to be configured on the Mews side — your Mews account manager can help confirm it's set up.
The rates quoted come from your Mews booking engine — the engine behind the booking engine URL you set under Settings → AI Agent — so the agent quotes the same rates the guest would see on your booking page.
Add your direct booking engine URL under Settings → AI Agent. It does two things: it tells Hello Hotel which rates to quote, and it gives the agent a one-tap booking link to append to an availability answer, with the guest's dates already filled in. It's required: without it, the agent tells guests it can't check availability, and room search in web chat stays switched off. Only room types and rates on your booking engine's own lists are quoted, so a rental like a kayak in the same Mews service is never offered as a room.
You can view and manage a reservation's Mews notes without leaving Hello Hotel. Open a guest's detail panel, find the reservation, and open its notes to view, add, edit, or delete them. Every change writes straight back to Mews, so a note you add here shows up in Mews, and a note added in Mews shows up here — your team and your PMS stay in sync no matter where the note was made.
This works in the mobile apps too, on iOS and Android — open a contact, find the reservation, and tap its notes chip to open the same view.
Good to know: Editing a note that contains a door-code line updates the derived door code for that stay, so keep code changes accurate.
Connect during a low-traffic time. The initial sync pulls in your full guest history, which can briefly increase load. Early morning or late evening works well.
Verify phone numbers in Mews first. Hello Hotel matches guests by phone number. If guest profiles in Mews are missing phone numbers, those guests won't be identified when they call. Run a quick audit in Mews before connecting.
Keep the integration enabled in Mews. If someone accidentally disables the integration in Mews Commander, the live sync stops. Check the integration status in Mews if you notice data going stale.
One Mews property per Hello Hotel organization. If you manage multiple properties in Mews, create a separate Hello Hotel organization for each one and connect them individually.
