Historique des pannes de Mews

The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

We have resolved the issue, customer are confirming that bills can be closed again. We are monitoring the systems now before we close this incident

The issue is now fully resolved. Us and customers confirmed they are now unblocked and can close bills.

We've been made aware of issues with the accounting report and are looking into it

We have identified the issue with the accounting report, this issue is localized to viewing the report in Detailed mode only. We are releasing a fix right now.

A patch resolving the issue affecting the Order Items report in Detailed mode has been deployed to production. The report is loading normally again on the sites we were aware of. We are continuing to monitor to confirm the issue is fully resolved, and will post a final update once we're confident it is.

We deployed the patch to production yesterday and having monitored for 24 hours we believe the issue is resolved and users should be able to filter Order item report in Detailed mode without issue.

We are aware of an issue affecting the delivery of Booking.com reservations into Mews. New and updated reservations from Booking.com may be delayed in appearing in your Mews account.

This issue originated with Booking.com and has been resolved on their side. We are now processing queued reservations.

We have identified an issue where, for some reservations imported from connected Channel Managers, products that should be included in the rate (for example breakfast) were added on top of the reservation total instead. This inflated the reservation total and the assigned night cost for the affected bookings. The cause has been identified and the faulty behavior has been stopped, so no new reservations are affected. We are currently reprocessing the affected reservations to correct their totals. No action is required from your side. We will post a further update once reprocessing is complete.

This incident has been resolved.

We are aware that customers are seeing the return icon on all reservations on the timeline. The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

We've verified that the return icon is no longer showing incorrectly for all reservations on the timeline. We think the impact from the issue is over.

Expedia is currently experiencing an outage. Inventory updates from Mews to Expedia are failing, but reservation flows are unaffected. We are actively monitoring and will provide updates as the situation develops.

Expedia has resolved their outage. Inventory updates from Mews to Expedia are back to normal.

The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.

Booking.com is experiencing an outage. https://connect.booking.com/status/incident/732 We are monitoring situation.

Booking.com has resolved the outage. All missed reservations were retried by booking.com

Synxis is doing internal maintanance, which resulted as unavailable services. This prevent us to deliver inventory updates about availability, prices and restrictions. We are monitoring situation. Once maintanance is resolved all updates will be automatically retried.

Synxis CRS maintenance was finished. All missed updates are being retried. We keep monitoring situation.

Missed updates were retried

Our observability tools have detected errors indicating a potential outage with a third-party provider (Assa Abloy/Vostio API), which may impact digital key creation and management for Mews customers and their guests. We are currently investigating the issue and have contacted the third party and will provide an update soon.

Technical contacts at Assa Abloy have confirmed an issue on their end, which was resolved at 10:10 AM CEST. We are continuing to monitor systems on the Mews side, but the issue should now be fully resolved.

Technical contacts at Assa Abloy have confirmed an issue on their side, which has now been resolved. Mews observability monitoring no longer indicates any ongoing problems. Support for both digital and physical key creation via Mews has been fully restored.

**Problem** On 2026-06-11 at about 9am BST, a technical issue on our third-party partner Assa Abloy's \(Vostio\) side caused their API to become temporarily unavailable. This impacted digital key services for some Mews customers and their guests, meaning some key creation and key management operations may have failed during the outage window. **Action** Our team detected the issue through internal monitoring tools and immediately began investigating. We contacted Assa Abloy's technical team, who confirmed the issue was on their side. While waiting for their resolution, we monitored our systems and published a status update to keep customers informed. Assa Abloy deployed a fix at approx 9.10am BST, and we continued monitoring to confirm that services had returned to normal. The incident was fully resolved on 9:38am BST. **Causes** A technical issue occurred within Assa Abloy's infrastructure that affected their Vostio API. Since Mews relies on this API for digital key operations, the outage caused some key cutting requests to fail and prevented some reservation updates from being processed on the Vostio side. Assa Abloy has indicated they will publish a root cause analysis with further details. **Solutions** Assa Abloy's R&D team identified and deployed a fix for the underlying issue. On the Mews side, we are taking steps to improve our response to similar third-party outages in the future, including enhancing our monitoring to detect these failures faster and working with Assa Abloy to improve our visibility into the status of their services.

Some reserved spaces were not automatically marked as dirty according to the housekeeping interval. We are fixing the background job responsible for the automatic updates and preparing a one-time correction to update the affected spaces. In the meanwhile, if you don't have the "Check-out makes space dirty" option enabled, check that recently checked-out spaces are correctly marked as dirty.

We have resolved the root cause responsible for the missing updates. Future updates will be applied correctly. We apologize for the disruption to your operations.

We identified an issue with Expedia reservations that is causing delays, and are currently applying the fix. All reservations should be processed shortly

This incident has been resolved.

We are currently investigating reports of an issue affecting Mews Guest Portal. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

We've identified the issue and deployed a fix. Please refresh the page to restore the functionality.

The issue is now fully resolved. Mews Guest Portal is now operating as expected.

### Problem On June 3rd at 00:00 UTC, the Mews Guest Portal homepage became unresponsive for guests. Guests who attempted to access the Guest Portal homepage — for example after completing Online Check-in or via an email link — were unable to load the page. Other Guest Portal functions, including Online Check-in itself, continued to operate normally. The main impact was that guests could not view their stay dashboard or download digital keys from the homepage. The issue persisted until June 3rd 15:50 UTC, when a fix was deployed and the Guest Portal homepage was fully restored. ### Action Once the issue was reported, the Mews engineering team immediately began investigating. Within minutes, the team identified the source of the problem and deployed a fix. The Guest Portal homepage was fully restored, and the team monitored the system for an additional 30 minutes to confirm stability before marking the incident as resolved. A status page update was published to keep customers informed throughout the process. ### Causes The issue was caused by a service configuration mismatch during a routine deployment. This mismatch caused errors when loading the Guest Portal homepage, resulting in the page becoming unresponsive. Importantly, the underlying check-in functionality was not affected — guests were still able to complete Online Check-in during this period. ### Solutions The immediate fix was a service deployment that corrected the mismatch and restored normal functionality. Going forward, Mews is reviewing its deployment and monitoring processes to prevent similar mismatches from occurring and to ensure faster detection of issues like this in the future.

We are currently investigating reports of an issue affecting Mews Kiosk with error message "Invalid AccountId Error". The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

Some customers running the latest Kiosk v4.51 are impacted, particularly those who have 100+ active reservations. The team is working on the fix that will be available shortly.

The issue has been resolved and Kiosk operations have been fully restored.

**Problem** On Tue, 02 Jun 2026, guests at some properties using Mews Kiosk v4.51.0 were unable to complete check-in. The issue affected properties with a high number of arrivals on the same day, causing an error during the check-in process. Approximately 29 properties were impacted. ### Action Our team identified the issue and began working on a fix immediately. A backend change was deployed to production on Tue, 02 Jun 2026 15:07:00 UTC, restoring check-in functionality for all affected properties. In parallel, an updated version of the Kiosk app was prepared and submitted to app stores. The Android version became available the same afternoon, and the iOS version followed later that evening. The issue was fully resolved and confirmed working by affected customers by Tue, 02 Jun 2026 15:27:34 UTC. ### Causes The Kiosk v4.51.0 was over-fetching data, requesting data for all active customers at a property instead of only the customers relevant to the reservation being checked in. This caused the request to exceed an API limit when a property had more than 100 customers arriving on the same day, resulting in an error that blocked the check-in process. ### Solutions * A backend fix was deployed to increase the API limit, immediately restoring check-in functionality for all affected properties. * A new Kiosk app version \(4.51.1\) was released that corrects the data request to only fetch information relevant to the matched reservation, resolving the root cause. * Follow-up improvements to our deployment pipeline, testing strategy, and documentation have been identified and are being implemented to reduce the likelihood of similar issues in the future.

We identified a brief period of increased response times affecting some Mews customers. Our team has addressed the underlying cause and we are monitoring the system to confirm stability. We will provide a further update shortly.

Between approximately 11:40am and 11:56am UTC, some customers may have experienced slow responses or intermittent errors when using Mews. Performance has recovered and we’re continuing to monitor; if you’re still seeing issues, please retry your request and contact Support if it persists.

The issue is now fully resolved. Mews is now operating as expected.

We are currently investigating reports of intermittent errors and "no access" messages affecting some users when loading pages within Mews. Our engineering team is actively looking into the issue.

Intermittent access and page-loading errors in Mews have now stabilized. We've identified and remediated the issue, and are addressing the underlying root cause.

We confirmed our analysis of the root cause was correct. We fully remediated the issue and validated the solution successfully by thorough testing.

We are aware of an issue with our authorization service. Some customers are seeing access errors on pages they should be able to reach. We are actively investigating and will share an update as soon as we know more.

We identified a small amount of requests were failing authorization checks. We narrowed this down to a couple of faulty instances serving requests and have mitigated the issue. Customers should no longer see unexpected access errors. If you are still affected, please reach out to our support team.

We are continuing to monitor for any further issues.

We're happy the remediation work has now resolved this

We are currently investigating an issue affecting reservation delivery through channel manager integrations. Some reservations are not being processed as expected, and we are working to resolve this as quickly as possible.

We have identified a problem with a malformed reservation payload that is holding up a partition of our reservations processing, causing delay in 1.6% of reservations for about 24 hours. We are implementing a fix. Missing reservations are delayed but will be processed. There is a chance of overbooking.

The fix has been deployed and we have confirmed that reservations are flowing again. It can take several minutes for the delayed reservations to be processed, with an increased risk of overbooking.

The issue is now fully resolved. All delayed reservations were confirmed to be processed by 15:00 UTC.

We are currently investigating this issue.

We are monitoring the situation and we will keep you posted when Fiskaly is done with the maintenance. You might experience delayed bill printing if you have the German fiscalization enabled.

We are actively monitoring the ongoing Fiskaly maintenance and will provide an update once it has been completed. Customers with German fiscalization enabled may experience delays in bill printing during this period.

We are seeing improvements in the transmission of fiscal records to Fiskaly. We will continue monitoring the situation and share a further update once the service is fully restored.

Everything is working as expected on the Mews side. While Fiskaly continues to work on restoring full performance of their TSS service, you may still see fiscal records marked with "Connection to TSS is not possible." on receipts — this is the expected fallback behavior.

Booking.com is experiencing outage for reservations delivery. No reservations for booking.com direct integration are currently created in Mews. We are monitoring the situation.

Booking.com has resolved the outage. Reservations are now successfully being created in Mews.