The Central House make guests and staff happier with Mews
The boutique hostel chain frees up hours of staff time, improves guest happiness, and discovers the power of the Mews Marketplace.
The Central House customer story
Payment automation is
98%
across all guest transactions
RevPAB rose by
8%
through Revenue Management integration
Front of house staff save
six hours
every week
About The Central House
The Central House is a chain of boutique hostels that provide the services and amenities of a hotel – bars, restaurants, pool – but with the ethos of a hostel. They welcome 200,000 guests every year across their six properties located in five countries.
When searching for a new property management system, The Central House was looking for a cloud-based solution that would enable an improved guest experience through payment automation and effective personalization.
Mews Payments transformed staff's day-to-day
Pain
Front desk staff spent lots of time on manual tasks such as checking no-shows and cancellations, charging them accordingly. Managing and transferring multiple currencies for bookings was also difficult, and sometimes resulted in human error.
Solution
Mews automatically checks and charges non-refundables, no-shows and cancellations. Payment automation means that all bookings and payments can be centralized in the head office, while reservations and cancellations are never missed because they're processed automatically.
Result
• 98% of payments are now automated
• Each front of house staff member saves at least six hours per week through automation
• Eliminated manual errors such as missed cancellations
• The hostels are almost entirely cashless
• Enabled a more efficient, centralized company structure
“We start our relationship with the guest much earlier now – the process is much easier than before. You can spend more time on the welcoming process instead of the check-in process.”
More personalized guest interactions, from emails to front desk
Pain
Traditional check-in processes and generic guest engagement methods often focus on transactional interactions rather than meaningful ones, weakening the guest experience.
Solution
Mews Operations allows staff to be flexible and accommodating when they welcome guests. If the reception is busy, staff can take guests to a quieter area where they sit down together and check in with a tablet. It's also easy to send emails prior to arrival, leveraging pre-captured guest data and smart upselling tools to begin a more personalized, targeted guest relationship.
Result
• Guest ratings on Booking.com have increased from 9.0 to 9.2 in Barcelona, and 9.1 to 9.3 in Marrakech
• More innovative and profitable pre-arrival upselling through Oaky, such as henna tattoos and wine tasting
• Guests are more likely to visit another hostel within the group, partly thanks to easy-to-use discount codes sent via email
“With Mews Open API, we've tried so many different things. We're doing tests and trials and our world has just expanded. Instead of paying thousands and thousands of dollars for a new integration, it’s just two days and you are up and running with a new app.”
See more customers like this
/3
Wotels HUB Group
Portugal
Mola!nhostel and apartment
Spain
Wombat's
Austria, Germany, Hungary, United Kingdom
.webp)
Make it remarkable.
Ready to take the first step towards a more efficient, flexible, guest-centric approach to hospitality?