Mews outage history

We have noticed a downgraded performance of the system. We are currently looking into it. Thank you for your patience.

We're investigating the issue.

We've been able to resolve the cause of the incident. The app had around 10-second response time or was unresponsive for the end users. The system is functional, we are working on containing the root cause. More updates soon.

We have narrowed the problem to be related to a maintenance event performed by our cloud provider Microsoft Azure on our production database. We are cooperating with them to address the root cause.

We've been able to identify the cause the performance issues out to be an unplanned migration work on the side of our cloud provider, Microsoft Azure.

We identified an issue in Mews Connector versions 1.1.183 and 1.1.184 that caused device commands sent to Italian fiscal printers to fail. A fix is currently being released in Mews Connector version 1.1.185. Apologies for the inconvenience.

Mews Connector version 1.1.185, which includes the fix, is being rolled out automatically. It can also be downloaded and installed manually. https://store.mews.li/Package/Connector/InstallMewsConnector/Data After updating, properties can retry any Italian fiscal printer device commands that are in an Error state.

Version 1.1.185 of the Mews Connector solved the issue. If you are on Mews Connector version 1.1.183 or 1.1.184 please update to 1.1.185. Once updated please retry the printer device commands.

Updates to availability, rates and restrictions sent from Mews to Booking.com began to be delayed. We traced the cause to slow and failing responses from Booking.com's rates and availability service, and we have contacted Booking.com. Properties with a Booking.com connection may see recent changes take longer than usual to appear.

The queue is clearing slowly, but updates are still being sent with some delay. We’re monitoring the system closely and keeping an eye on the processing times.

Booking.com's rates and availability service has recovered and delivery of pending updates is now progressing quickly. We expect all outstanding availability, rate and restriction updates to be delivered within the hour. Availability and rates on Booking.com will then match Mews. We are monitoring the connection.

Booking.com's rates and availability service has recovered and updates are being delivered normally. Waiting updates are still being processed and will be delivered over the next few hours.

Updates to availability, rates and restrictions sent from Mews to Booking.com began to be delayed at 14:00 CEST today. We traced the cause to slow and failing responses from Booking.com's rates and availability service, and we have contacted Booking.com. Properties with a Booking.com connection may see recent changes take longer than usual to appear.

The queue is clearing slowly, but updates are still being sent with some delay. We’re monitoring the system closely and keeping an eye on the processing times.

We are still monitoring the pending queue items, but updates are still being sent with some delay. We’re monitoring the system closely and keeping an eye on the processing times.

Booking.com's rates and availability service has recovered and delivery of pending updates is now progressing quickly. We expect all outstanding availability, rate and restriction updates to be delivered within the hour. Availability and rates on Booking.com will then match Mews. We are monitoring the connection.

Booking.com's rates and availability service has recovered and updates are being delivered normally. Waiting updates are still being processed and will be delivered over the next few hours.

We identified an issue causing check-in failures at a limited number of properties. The issue has been mitigated and check-ins are operating normally. We are monitoring the situation while we finalize a permanent fix.

This incident has been resolved.

Our data processing infrastructure is running behind which is delaying fresh data for Mews Business Intelligence. No data has been lost.

Our data processing infrastructure is now fully operational. No data has been lost and the data within Mews Business Intelligence is now refreshed.

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

The Mews team identified a minor visual issue affecting Atomize customers and is working on a resolution. Further updates will follow as we make progress.

The issue has been resolved.

We are currently investigating reports of an issue affecting verification email. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible. Emails delivery can be delayed up to 40 minutes.

We are again sending the authentication verification emails in a timely manner. We keep monitoring the situation.

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

Austria — bills cannot be closed for some properties We are investigating an issue affecting some properties in Austria where bills cannot be closed. The issue is related to the fiscal registry integration and does not affect reservations, payments, or any other part of the system. Affected properties will see an error when attempting to close a bill. We are working to identify the full scope of impact and will post an update shortly.

We identified an issue affecting some properties in Austria that prevented bills from being closed. The issue has been resolved, and we are closely monitoring the system to ensure continued stability. We apologize for any inconvenience this may have caused.

Between 00:00 and 09:15 CEST on 1 August, properties in Austria were unable to close bills and check out guests due to an issue with the Austrian fiscal registry integration. The issue has been identified and resolved, and bill closing and check-outs are working normally again. No data was lost, and any bills affected during this period can now be closed as usual — no further action is needed. We apologize for the disruption this caused during morning check-outs.

**Problem** On 1 August 2026 at 00:00 Central European Summer Time, properties in Austria using the Chaining fiscal registry integration could not close bills or complete guest check-outs. Affected properties saw the message "Cannot close bills because of fiscal registry constraints" when closing any bill that included a cash or card payment. The issue affected at least 181 properties and blocked 1,621 bills. **Action** Austrian properties and our Support team raised the issue at 07:49 Central European Summer Time. We identified the cause and applied a fix at 10:00 Central European Summer Time, which immediately restored bill closing and guest check-outs. **Causes** A background process prepares the monthly fiscal records that Austrian properties need in order to close bills. One property's account status changed twice, from active to deactivated and back again, and this left that property's fiscal records incomplete. The process handled every Austrian property in a single batch, so this one property stopped it from preparing records for all the others. The failure became visible at the start of August, when properties needed the new month's records. **Solutions** We restored fiscal record generation for all active Austrian properties at 10:00 Central European Summer Time and confirmed full recovery at 11:01 Central European Summer Time. The system is fully operational, properties can now close every bill affected during the incident, and we did not lose any data. We are adding dedicated monitoring and alerting to this process, introducing health checks at each month boundary, and redesigning it so one property can no longer block the others. We know that blocked check-outs during the morning departure wave put front desks under real pressure, and we are sorry for the disruption this caused you and your guests.

We are currently investigating reports of an Mews identity scanner malfunction. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

Since 23 July, 10:53 UTC, scanning identity documents in guest profiles is failing intermittentlyl roughly half of scan attempts return an error. This is caused by rate limiting at the third-party service that processes document images; we have confirmed the issue is not related to any Mews release and are working on restoring full service. Workaround: retrying the scan usually succeeds after one or two attempts.

Identity document scanning has been fully operational since 16:35 UTC. Between 10:53 and 16:35 UTC on 23 July, roughly half of document scan attempts in guest profiles failed due to rate limiting at the third-party service that processes document images. Retrying a scan or entering document details manually worked throughout the incident, and no data was lost. We apologize for the disruption and are taking steps to prevent a recurrence.

**Problem** On 2026-07-23T10:53:00Z, identity document scanning in Mews Operations began failing intermittently. Approximately half of scan attempts returned an error, while the other half succeeded normally. The issue affected hotel staff scanning guest identity documents \(passports, IDs\) during check-in. **Action** We immediately investigated the issue and identified that the third-party service processing document images was rejecting some of our requests. We published a Statuspage update within 20 minutes advising customers that retrying a failed scan would typically succeed after one or two attempts, and that manual entry of document details remained available throughout. Our team worked to diagnose the root cause, confirming the issue was not related to any Mews code release or configuration change. The service recovered fully by 2026-07-23T16:35:00Z. **Causes** The third-party service that processes document images intermittently blocked requests from our infrastructure, treating them as automated traffic. This was not caused by exceeding any usage limits — our usage was well within normal thresholds. The blocking occurred at the provider's network edge layer rather than at the API service level, which is why it affected only a portion of requests. **Solutions** The issue resolved on its own after approximately five and a half hours. No customer data was lost, and the vast majority of affected users \(93%\) were able to complete their scans successfully by retrying. To prevent recurrence, we are taking the following steps: 1. Establishing a direct support relationship with the provider so we can escalate issues more quickly in the future 2. Evaluating alternative document processing providers to reduce our dependency on a single third party We apologise for the inconvenience caused to hotel staff who had to retry document scans during the affected period.

We're investigating the issue with inventory not being sent to channel managers.

Inventory processor stopped working. After restarting all the updates are being processed. No updates were missed, just delayed. We are monitoring the data recovery.

All updates were successfully processed.

We are investigating issues with reservations delivery from SiteMinder

We’re investigating an issue where some reservations from SiteMinder have been delayed or may not appear in Mews, impacting customers since around 2:10pm UTC. Even though we have started receiving reservations normally we are working on recovering missed reservations.

Missed reservations from SiteMinder are now being delivered to Mews, you should see any missing reservation to appear shortly.

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.

**Problem** On 2026-07-09T13:37:00Z, a deployment introduced a configuration change that inadvertently set the maximum number of items allowed on a bill to zero. As a result, all customers across the production environment were unable to close bills. Users saw the error message: "Bills can only contain up to 0 items.". **Action** Our team identified the root cause within minutes of the incident being reported and corrected the configuration at 2026-07-09T14:05:34Z. Bill closing was restored immediately. **Causes** A newly configuration defaulted to 0 instead to the correct number.

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