Once Mews is connected, Hello Hotel keeps your guest data in sync automatically. This article explains what syncs, how often, how guest status badges work, and what to do when things look off.
Hello Hotel pulls the following from Mews:
Name — first and last name
Phone number — the primary phone number on the guest profile
Email — email address, if available
Guests must have a phone number in Mews to appear in Hello Hotel. This is because Hello Hotel matches incoming calls and texts by phone number — without one, there’s nothing to match on.
Stay dates — check-in and check-out dates
Room number — assigned room (once checked in)
Reservation status — confirmed, checked in, checked out, canceled, etc.
Hello Hotel calculates a status badge for each guest based on their reservation timing:
Future — has a reservation with a check-in date more than 1 day away
Checking In (Arriving) — check-in date is today
In-House — checked in and currently staying
Departing — check-out date is today
Past — checked out
No Reservation — contact exists but has no linked reservation (e.g., manually added contacts, or walk-ins without a reservation)
These badges update automatically as dates change and as check-ins/check-outs are processed in Mews. They appear on the conversation list, guest detail panel, incoming call notifications, and the contacts page.
When you first connect Mews, Hello Hotel pulls in your existing guest data — all contacts with phone numbers and their associated reservations. This can take a few minutes for properties with large guest histories.
After the initial sync, changes in Mews flow into Hello Hotel automatically and in near real-time:
New reservation created → guest appears in Hello Hotel contacts (if they have a phone number)
Guest checks in → status badge updates to In-House, room number populates
Guest checks out → status badge updates to Past
Contact details updated → name, phone, or email changes sync over
Reservation canceled → reservation data updates accordingly
You don’t need to do anything to trigger live sync — it happens continuously in the background.
The connection goes both ways. If you edit a guest’s contact information in Hello Hotel (name, phone number, email), those changes sync back to Mews. This means your team can update contact details from wherever is most convenient — the systems stay in sync.
If you suspect data is stale or something isn’t reflecting correctly, you can trigger a manual resync:
Go to Settings → Integrations
Click Resync next to the Mews integration
This forces Hello Hotel to re-pull all data from Mews. It’s useful after connectivity issues or if you’ve made bulk changes in Mews.
Check for a phone number in Mews. The guest must have a phone number on their profile. No phone number = no import.
Check the reservation status. Canceled reservations may not sync depending on timing. Look at the guest’s profile in Mews to confirm.
Try a manual resync. Go to Settings → Integrations and click Resync.
Status is calculated from reservation dates and check-in/check-out events. If a guest shows as "Future" but they’ve arrived, make sure their check-in was processed in Mews — not just that their reservation exists.
Multiple reservations — if a guest has multiple reservations, Hello Hotel uses the most relevant one (the current or next upcoming stay) to determine their status.
Time zone differences — status changes happen based on the property’s time zone as configured in Mews.
Wait a minute. Live sync is near real-time but not instant. Give it 30–60 seconds.
Check the integration status. Go to Settings → Integrations and make sure the Mews connection shows as active. If it shows disconnected, the integration may have been disabled in Mews Commander.
Trigger a manual resync if individual changes aren’t coming through.
Hello Hotel matches contacts by phone number. If the same guest has two different phone numbers across two reservations in Mews, they may appear as two separate contacts.
You can merge contacts manually by updating the phone number in Mews to be consistent, then resyncing.
Phone numbers are the key. Everything in Hello Hotel revolves around phone number matching. The cleaner your phone data is in Mews, the better the experience. Encourage your front desk to collect phone numbers during booking.
Status filters are powerful. Use the conversation screen’s status filters (Arriving, In-House, Departing) to focus on the guests that matter right now. These filters only work well if your team is processing check-ins and check-outs in Mews on time.
Don’t panic about historical data. The initial sync pulls in your full history, but it doesn’t mean you need to clean it all up. Focus on making sure current and future reservations have accurate phone numbers.
Check the integration page regularly. A quick glance at Settings → Integrations confirms your Mews connection is healthy. If you ever see a disconnected status, reconnect immediately to avoid data gaps.
