Mews is at the heart of Villa Mara’s luxury hospitality
This US boutique hotel exemplifies how luxury properties can modernize operations while staying devoted to personalized guest experiences.
Villa Mara Carmel customer story
5
weeks to fully onboard
100%
automated payments
Free
access to hospitality’s best solutions
About Villa Mara Carmel
Villa Mara is a luxury boutique hotel nestled in the serene surroundings of Carmel-by-the-Sea, offering an exclusive adults-only retreat. A member of the Leading Hotels of the World, it has 16 residentially inspired rooms with plans for expansion. Guests can unwind in spacious front and back yards complete with firepits or enjoy a bar that serves breakfast from a local patisserie and curated evening drinks. The staff take pride in sharing insider tips about local gems to ensure unforgettable moments both on and off the property.
As a luxury brand, Villa Mara sought to enhance operational efficiency and integrate automation while preserving the priceless value of face-to-face guest interactions.
“Mews keeps us in the loop about emerging technologies, customer preferences and market shifts. We can make informed decisions and seize opportunities ahead of our competitors.”
Simple onboarding and a dedicated customer support
Challenge
Switching to a new PMS system can be time-consuming and disruptive, with rushed implementations often failing to address property needs.
Solution
From the very first call with Mews, there was a strong sense of trust and understanding. Villa Mara Carmel benefited from a structured onboarding process that included weekly consultation calls and comprehensive support during the go-live phase. A dedicated onboarding specialist worked closely with the hotel to map out their needs, providing guidance on details like rate setup. After the launch, the team received five days of hypercare, ensuring any challenges were swiftly addressed. This was followed by ongoing support for continuous improvement, as Mews understood the importance of clear communication once the system went live. As a result, even after the hypercare period ended, the hotel team raised very few support tickets.
Result
- Fully onboarded in just five weeks
- Minimal disruption during transition
- High satisfaction with tailored support
“We were very surprised at how easy Mews was to set up and use. It was a straightforward experience, and we felt well-supported throughout the switch.”
A direct connection with Booking.com and Expedia
Challenge
Villa Mara Carmel was hindered by reliance on a third-party channel manager through their previous PMS provider. This resulted in delays, higher costs and potential overbookings.
Solution
Mews provides a direct connection with Booking.com and Expedia, eliminating the need for a third-party channel manager. The seamless integration ensures that reservations and inventory updates are sent back to OTAs in seconds, compared to the minutes it would take with a channel manager – a crucial difference when multiplied over time. Significantly reducing the risk of overbooking and maximizing room availability is especially important in a competitive market like San Diego. Additionally, it has resulted in huge cost savings since the hotel no longer needs to pay for a channel manager to distribute to these platforms.
Result
- Near-instant inventory updates prevent overbooking
- Improved efficiency in managing a high-demand market
“With a direct connection to OTAs powered by Mews, the speed, availability and reservations delivery are second to none.”
Helping staff embrace the change
Challenge
The Villa Mara Carmel staff initially feared that adapting to the new system would require excessive time and effort.
Solution
With guidance from Mews, the team quickly identified their desired outcomes and worked together on a configuration framework. This adaptive approach helped minimize risks and address concerns proactively. Once the team saw firsthand how manageable the challenges were, even the most vocal critics became champions for change. As they began to see data come in, they realized how simple it was to make adjustments. Previously, they had to shut down the PMS to change configurations and wait until the next day to see the results. Now, the staff feels more empowered, confident and self-sufficient in using Mews to manage their tasks.
Result
- Ability to implement changes instantly
- Higher team confidence in handling daily operations
“Spending time upfront to ensure your teams are fully bought-in is critical. Our staff quickly saw the huge advantage Mews has over other systems – you can make changes on the fly.”
Mews University makes training easy and enjoyable
Challenge
Staff training on new systems is often tedious, with traditional manuals and sessions leaving employees disengaged and underprepared.
Solution
Implementing a new PMS is one thing, but learning it is another. Rather than relying on lengthy manuals that keep staff glued to their computers, Mews University offers a dynamic training platform with self-paced modules and live sessions. Villa Mara Carmel integrated this training early in the onboarding process, ensuring their team felt confident and prepared before the system went live. New hires are also required to complete the training, maintaining consistency across the team. Even after implementation, staff continue to use the platform for ongoing learning and development.
Result
- Deeper understanding of the system leads to more engaged employees
- Streamlined training for new hires
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Make it remarkable.
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