Identified issues with Mews Reservations

We have successfully implemented a fix for all future reservations that were impacted. The issue has been resolved and all new reservations are functioning correctly.

Properties that were affected during the incident will receive direct communications from our team with detailed information about what occurred and any potential next steps that may be required.

If you have not received any communications from us, your property was not impacted by this incident and no action is required on your part.

We appreciate your patience while we worked to resolve this issue. If you have any questions or concerns, please don't hesitate to reach out to our support team.

We have released a fix so that all new reservations have their intended products included as defined by the product rules.
The affected reservations are those that were created via either the Booking engine and the Guest portal between 24.09.2025 13:20 UTC till 25.09.2025 13:05 UTC.
Simultaneously, we are working on fixing future reservations that were affected to ensure products are correctly assigned.

We recommend reviewing today’s reservations created within that the impacted timeframe, scheduled for check-in today as the check-in process re-applies all products and the price may differ from what the guest saw in their confirmation email.

We’ll share further updates soon with the next steps.

We are releasing a change to ensure that all new reservations correctly include products defined by product rules. At the same time, we are working on fixing reservations created since yesterday that are missing products.

We recommend reviewing today’s reservations scheduled for check-in, as the check-in process re-applies all products and the price may differ from what the guest saw in their confirmation email.

We’ll share further updates soon with the next steps.

We identified an issue introduced yesterday at 3 PM (GMT+2) affecting reservations with product rules. Products added by rules were not being included in reservations, except for those created through a Channel Manager.

We are actively working on a fix, which we expect to deliver within the next 2 hours. Once resolved, we will correct future reservations to ensure the missing products are properly included.

The Mews team identified the issue and is working on a resolution. We are working on it, we expect the situation to be fixed in ~2 hours.

We'll provide another update soon.

We are currently investigating reports of an issue affecting Booking Engine and the reservations made through it. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.