Frame Hospitality Group’s tech evolution, powered by Mews
From automating guest communication to ensuring payment security, this US hotel brand has witnessed remarkable improvements since implementing Mews.
Frame Hospitality Group customer story
100%
digital check-in
$82
average added value through the Mews Booking Engine
70%
of guest communication is automated
About Frame Hospitality Group
Frame Hospitality Group offers peaceful adult-only retreats, focusing on independence and immersion in nature. With two properties just across the street from each other in the heart of Austin, Texas, it's a stress-free haven for those seeking understated luxury. Operating without front desks, Frame Hospitality Group provides a keyless entry system, offering both privacy and ease of access. Their attentive team is always on hand to ensure a memorable stay.
Frame Hospitality Group was searching for a PMS that could serve as the central hub of their tech stack. Not wanting a generic out-of-the-box solution, they needed a flexible system that could support their unique operations. Mews Marketplace allowed them to seamlessly integrate with a range of trusted vendors to meet their needs.
"Mews allows us to stay front deskless. With a small team, we wouldn't be able to work as efficiently across two properties without the software supporting us."
Onboard in a breeze: the power of plug-and-play
Challenge
Frame Hospitality Group were looking for a simpler, more intuitive PMS as their previous systems had required intensive staff training and were difficult to navigate.
Solution
Onboarding with Mews was quick and efficient, especially for the newly opened property. Thanks to the RIA import tool, Mews was up and running at Frame Hotel SoCo in just one day, as the team could practically copy-paste the setup from the first property. The simplicity of Mews stood out to the team, with all the necessary tools centralized in an intuitive, user-friendly platform. The seamless integration with their existing tech stack meant they could start using their new PMS right away without any major disruptions. Whenever they need to figure something out, they rely on Mews University, making use of the role-based videos and step-by-step guides.
Result
- One-day onboarding process
- Reduced training time for staff
"Mews rolls out updates regularly and provides training, helping us understand the 'why' behind new features. Also, they have one of the most impressive support chatbots that we've used across our tech stack."
Automating guest communication through Akia
Challenge
Frame Hospitality Group needed a solution to automate guest communications. Handling these manually caused delays and created inefficiencies in guest services.
Solution
Frame Hospitality Group partners with Akia, integrated through Mews Marketplace, to automate guest communications. Simplified check-in and ID verification make it easy for guests to access hotel services while greatly reducing the workload for front desk staff. Through Akia, Frame Hospitality Group has created a comprehensive guest portal, where guests can find FAQs, recommendations and concierge services. They also send dynamic codes for both the front door and guest room locks, setting a new standard for hotel efficiency.
Result
- 70% of guest communication is now automated
- Dramatic reduction in workload
- Enhanced guest satisfaction that leads to repeat visits
"The partnership with Akia has been a game-changer. Automating our communication has freed up so much time, and our guests love the smooth, instant interactions."
More direct bookings unlock more revenue
Challenge
Frame Hospitality Group aimed to boost their direct booking revenue, especially with upsells.
Solution
Mews Booking Engine empowers Frame Hospitality Group to easily offer their guests champagne, flowers and early check-ins. Custom requests can also be added, creating a truly personalized experience. Guests can book and receive their invoice before arrival, a feature especially beneficial for corporate guests, who can request reimbursement before even setting foot in the hotel. When a guest books directly, they receive a text message prompting them to complete virtual verification by securely uploading ID, a selfie and credit card information for incidentals. For group bookings, Frame Hospitality Group simplifies the process with a 'full house deposit' system, collecting the total cost upfront while ensuring all guest details are captured and pushed to Akia.
Result
- $82 added per booking from upsells
- Streamlined process for corporate guest invoicing
A secure payment solution for effective fraud protection
Challenge
Prior to Mews, Frame Hospitality Group struggled with fraud prevention and payment processing inefficiencies, especially since they didn't have a traditional front desk setup for payment verification.
Solution
Mews Payments offers Frame Hospitality Group a secure and efficient way to process payments and reduce fraud. The hotel integrated Mews Payments with Akia's ID verification, ensuring that each guest's identity was checked before a reservation was confirmed. This way, fraudulent bookings with stolen cards can be easily avoided. Additionally, tokenization ensured that no sensitive credit card information is stored by the hotel, protecting both the property and the guests.
Result
- 99.5% reduction in fraud cases
- Secure and compliant payment processing
- Simplified billing and dispute management
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"Before we acquired one of our properties, the previous owners were trying to figure out when guests would be in a public area so we could collect their credit card information. And that's just ridiculous. Luckily, we now have Mews Payments."
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Make it remarkable.
Ready to take the first step towards a more efficient, flexible, guest-centric approach to hospitality?