Issue with Mews
IssuesMinor incident
- monitoring
The team has resolved the issue, and we are closely monitoring the system to ensure stability.
82 recorded Mews incidents since February 2026, with official updates, affected components, duration and resolution information.
The team has resolved the issue, and we are closely monitoring the system to ensure stability.
We are currently investigating an issue with delivering inventory updates to Booking.com. All requests are queued and waiting on our side for booking.com to accept them. Once the issue will be resolved, we will push all the queued data.
We have identified the cause to be on Booking.com side. We are reaching out to them to resolve the issue as soon as possible. Reservations are still coming in, the issue affects only sending inventory updates (i.e. availability, prices and restrictions).
Booking.com is actively working on fixing the issue. It is classified as Major disruption of their service. The incident can be observed here - https://connectivity-status.booking.com/ Unfortunately, the issue has also started affecting reservation delivery, so we can confirm the are no reservations delivered. Therefore we decided to reclassify the incident as critical. Once the issue will be resolved on Booking.com side, we will handle the recovery of reservations, as well as missed inventory updates.
The issue on Booking.com's side remains unresolved, and inventory updates and reservation delivery are still affected. We are continuing to monitor the situation and preparing the recovery process so we can start processing queued inventory updates and recover affected reservations as soon as Booking.com restores its services. We will provide another update as soon as there is meaningful progress.
Booking.com has resolved the issue! We are staring the recovery process of inventory updates. The changes made between created between 11:00am UTC and 15:00 UTC today were delivered to booking.com with a delay. We can also confirm that we see reservations coming in from Booking.com. We expect Booking.com to send us all reservations (created or modified) during the outage interval. We are still monitoring the recovery process
Dear customer, We are aware of reports of a newly disclosed critical (zero-day) vulnerability affecting PHP 5.4+. We want you to know that we’re aware of it and our Security team is actively monitoring the situation. What we’re doing We’re assessing our environment to understand any potential exposure across our systems. We’ve deployed extra monitoring and detection tools to spot and respond to any activity linked to this vulnerability. We’re following guidance from the PHP maintainers and security researchers closely, and we’ll apply mitigations and patches as soon as they’re available and validated. What this means for you At this time, you don’t need to take any action. Protecting your data and keeping our services available are our top priorities, and we’ll contact you directly if anything changes or if you need to do something. We’ll share further updates as the situation develops. If you have any questions, please contact our support team. Thank you for your continued trust.
We're continuing to respond to the recently disclosed critical vulnerabilities in PHP. The PHP maintainers have now released security fixes, and our teams are reviewing them and preparing to roll them out safely. We have also added protective measures to reduce exposure while this work is under way, and we're watching our systems closely. So far we have found no evidence that customer data or Mews services have been affected. What this means for you: You don't need to do anything at this time. If that changes, we'll contact you directly. We'll post another update as our work progresses or if anything changes. If you have questions, please contact our support team.
Updated security packages for the recent PHP vulnerabilities are starting to become available. We're preparing to apply them to the affected parts of our environment once they've been tested. Our protective measures stay in place and we're monitoring our systems closely. So far we've found no evidence that customer data or Mews services have been affected. You don't need to do anything at this time. We'll post another update when remediation is under way.
In response to the Critical PHP Vulnerability announced today, all potentially impacted instances were patched. We continue to monitor the situation diligently. No customer impact was observed. Thank you for your understanding.
We have noticed a downgraded performance of the system. We are currently looking into it. Thank you for your patience.
Email delivery has recovered and has been running normally since approximately 21:20 CEST. The backlog of delayed emails has been sent. The cause was a slowdown in the service that processes the email queue. We have restored full capacity and are monitoring closely to confirm it remains stable.
Between approximately 16:50 and 19:20 UTC, outgoing emails from Mews were delayed by up to 45 minutes. This affected all email types, including two-factor authentication and sign-in emails, booking confirmations, invoices, and guest communications. As a result, some users were unable to sign in to Mews during this period. The cause was a progressive slowdown in the background service that processes the email queue. We restored full processing capacity at 19:20 UTC, after which the backlog of delayed emails was sent and delivery returned to normal. We have monitored the service since then and confirmed that it remains stable. We apologize for the disruption.
We’re aware that accounting ledger data is being processed with a delay. Because of this, accounting ledgers may not show the latest transactions, and generated trial balances may take longer than usual to produce. No data has been lost. All pending transactions will appear in the ledgers once processing catches up. Our team is working on a fix, and we’ll post another update as soon as we have more information. We apologise for the inconvenience.
This issue is resolved. All accounting ledger data has been processed, and accounting ledgers are now up to date for all properties. All pending trial balances have been generated, and new ones are being generated without delay. No data was lost. We apologise for the inconvenience and thank you for your patience.
The Mews team identified an issue with the chekcing flow in selected properties and we are working on a resolution. Further updates will follow as we make progress.
This issue is now resolved, some properties saw slow responses and errors in Mews when checking in guests or making changes to reservations. This included changing dates, adding products, cancelling and locking reservations. Some actions took around 30 seconds and then failed. Viewing reservations and checking out guests were not affected. We are sorry for the disruption to your front desk. We’re reviewing what happened so we can catch this kind of issue sooner in future.
Since around 11:30 UTC, new reservations, modifications and cancellations from Booking.com are not reaching Mews. This is caused by an outage of Booking.com’s Reservations API, which Booking.com has confirmed on their connectivity status page. Other channels and updates from Mews to Booking.com (availability, rates and restrictions) are not affected. Reservations are not lost. Booking.com will resend them once their service recovers, and they will be created in Mews automatically. Until then, please check the Booking.com Extranet for new bookings to avoid overbookings. We’ll post an update when Booking.com restores service.
Booking.com has reported a fix for their Reservations API, but we are not yet receiving Booking.com reservations reliably. Some reservations came through between 12:45 and 12:50 UTC, but most new, modified and cancelled bookings made since 11:15 UTC are still delayed. Reservations are not lost. They will be created in Mews automatically as soon as the connection is stable again. Until then, please continue to check the Booking.com Extranet for new bookings to avoid overbookings. We’re monitoring closely and will post another update within 30 minutes.
Booking.com is still experiencing an outage of their Reservations API. Since around 11:15 UTC, most new, modified and cancelled Booking.com reservations have not reached Mews; only small batches have come through intermittently. Other channels are not affected. Reservations are not lost. They will be created in Mews automatically once Booking.com’s service is stable. Until then, please check the Booking.com Extranet for new bookings and manage availability manually where needed to avoid overbookings. We are in contact with Booking.com and will post another update within 60 minutes.
Identified: Booking.com’s Reservations API is still experiencing an outage. Since around 11:15 UTC, most new, modified and cancelled Booking.com reservations have not reached Mews, and none have arrived since 13:42 UTC. Booking.com is working on a fix, but they have not given an estimated resolution time. Other channels are not affected. Reservations are not lost. They will be created in Mews automatically once Booking.com’s service is stable. Until then, please keep checking the Booking.com Extranet for new bookings and manage availability manually where needed to avoid overbookings. We’ll post another update within 60 minutes, or sooner if the situation changes.
Booking.com reservations have started reaching Mews again. Reservations delayed since around 11:15 UTC are now being delivered and created in Mews automatically. This may take some time to complete. Booking.com’s service is not yet fully stable, so some further delays are still possible. Please continue to check the Booking.com Extranet for recent bookings until this incident is resolved. We’ll post another update within 60 minutes.
All Booking.com reservations delayed between 11:15 UTC and 17:55 UTC have been delivered to Mews, and the connection is operating normally. If you still notice a missing Booking.com reservation, please compare with the Booking.com Extranet and contact Mews Support.
Customers in Italy can’t add a tax deducted payment to invoices in the new Billing screen. We’ve identified the cause and are preparing a fix. Workaround: on the burger button (the 3 dots in the billing screen) Switch to the old Billing page to close bills until the fix is live. We’ll post another update once the fix is deployed.
The issue is now fully resolved. Mews is now operating as expected. Affected customers will be contacted with the process to fix affected invoices.
They availability, price and restriction updates to channel managers are delayed. We are investigating the root cause.
We have identified problem of delay. The accumulated updates that caused slowing down the updates were removed. All the slowed updates will get processed soon. We are monitoring the recovery.
Delayed updates were successfully synchronized to channel managers.
Since about 09:55 UTC, some reservations from Choice EDGE CRS and SynXis are not showing up in Mews. This happens when a reservation includes a new loyalty membership. We found the cause and our engineers are fixing it. Please check your channel or CRS for missing bookings. We will post an update when it is fixed.
Since around 09:55 UTC on October 6, some reservations for guests enrolling as new loyalty members at Strawberry hotels have not appeared in Mews; reservations that do not create a new membership are processing normally. We’re working on a fix, and affected properties should check their booking channels for missing reservations and any failure notifications.
Between approximately 09:55 and 14:29 UTC on October 6, some reservations requiring a new loyalty membership failed to appear in Mews. This affected 62 properties. The issue is fixed and the bookings have been reprocessed. Please check your booking channels for any reservations still missing from Mews.
We're aware of a subset of Flexkeeping Customers who are experiencing issues accessing the Flexkeeping website. The team have identified the issue are are deploying a hot-fix presently.
A fix has been deployed to production and service should be restored. The team are monitoring recovery. No data loss was incurred.
System access is restored.
We're aware that availability, rate and restriction updates from Mews to some distribution channels are being delayed for a subset of properties. Reservations from channels into Mews are not affected. Affected properties may see updates reach their channels later than usual. Updates are not lost and will be delivered once processing catches up.
We've identified the cause of the delayed availability, rate and restriction updates to some distribution channels. An unusually high volume of updates from a single connected system was slowing the processing queue for a subset of properties. The inventory queue is now recovering and delays are reducing. Affected properties will see their updates reach their channels as the backlog clears. Updates are not lost. We're monitoring closely and will post again once processing is back to normal.
Reservation processing and inventory synchronization between Mews and distribution channels are currently not progressing. New reservations may not appear in Mews, and availability, rate and restriction updates may not reach channels. Nothing is lost, everything is queued and will be processed once the issue is resolved
Reservation processing was delayed by up to 40 minutes and is now fully operational. All delayed reservations have been processed. Inventory synchronization (availability, rate and restriction updates to channels) is still slower than usual, and some properties may see delays.
Reservation processing and inventory synchronization between Mews and distribution channels are now fully operational. All delayed updates have been processed.
On 2 October 2026 between 15:14 and 15:41 CEST, Mews POS was slow or unavailable for all customers. Customers could not log in to POS or complete transactions. Our team identified the cause and reversed a configuration change within 20 minutes of the first alert. Service was fully restored at 15:41 CEST, and operations returned to normal shortly after.
**Problem** On 2 October 2026 at 15:14 CEST, POS became slow or unavailable for all customers for approximately 27 minutes. Customers could not log in or complete transactions. **Action** The team identified the cause and reversed a configuration change within 20 minutes of the first alert. Service was fully restored by 15:41 CEST, and operations returned to normal shortly after. **Causes** An unexpected increase in incoming payment notifications put excessive load on the POS database, which slowed down and then interrupted the service. **Solutions** The configuration change was immediately reversed to stop the notification flood. We are now improving the notification handler to filter out irrelevant messages before re-enabling the feature, with a staged rollout plan that includes database monitoring at each step.
We have noticed a downgraded performance of the system. We are currently looking into it. Thank you for your patience.
This incident has been resolved.
We are currently investigating issues with provisioning new accounts for the Guest Messenger
The new accounts were provisioned and the functionality is working.
We are aware of an issue affecting AI tooling. The cause is an outage at our AI provider and an Azure outage in the Sweden region. AI-powered features may be slow, return errors, or be unavailable. Core Mews functionality is not affected.
The impact from the issue is over as of Tuesday 29th 8PM utc
**Problem** On 2026-09-29T14:30:06Z, AI-powered features in Mews — including AI guest messaging, AI property guidelines, and smart task suggestions — became intermittently unavailable or degraded. This was caused by an outage affecting Azure OpenAI and Azure AI Foundry services in the Sweden Central region, combined with a concurrent degradation of Anthropic's Claude service. Core Mews functionality was not affected. **Action** Our team detected the issue promptly and confirmed that AI features were unavailable due to the upstream outage. We published a status page update to inform customers, monitored the situation throughout the afternoon, and confirmed full recovery on 2026-09-29T19:06:00Z once Azure services returned to normal. **Causes** The outage was caused by infrastructure issues at Microsoft Azure affecting their OpenAI and AI Foundry services in the Sweden Central region. Azure reported that a backend service responsible for managing request metadata experienced timeouts when reading from dependent database and caching layers, resulting in intermittent failures and increased latency for customers in that region. Anthropic's Claude service also experienced concurrent degradation. **Solutions** The issue was resolved by Microsoft Azure restoring normal operations in the Sweden Central region. On our side, we are working on adding in-product indicators so customers are clearly informed when AI-powered features are temporarily unavailable, and we are reviewing our integration points to ensure features recover automatically once upstream services are restored.
The Mews team identified the issue and is working on a resolution. This issue affects most of the properties in Morocco region. It prevents users from creating new reservation and modifying them. To prevent this from happening use different browser that is not updated like edge/chrome.
A fix has been deployed for the issues affecting reservation creation and modification for properties in the Morocco region. The issue should now be resolved and normal functionality restored. No further actions required as a result of the fix.
# Moroccan properties unable to create reservations \(28 September 2026\) ## What happened On 28 September 2026, for about four hours, staff at most of our properties in Morocco, and guests booking online with them, saw errors when creating or changing reservations. Pricing and availability could not be loaded, so new bookings could not be completed. ## Why it happened Morocco moved to a permanent UTC\+0 time zone on 20 September 2026. Web browsers and devices received this change at different times, but the time zone data used by our servers was not updated. The two disagreed about when each day starts, so our system rejected the requests. ## What we did Once the issue was reported, our engineering team identified the cause within about an hour and prepared a targeted fix. It was live by 17:37 UTC and verified in production by 17:58 UTC. Reservations, pricing and availability have worked normally since then. Reservation times created during the affected period may display one hour off in some views. Our support team can help with any questions. ## What we're doing to prevent it * Upgrading our time zone database to the current version, which already includes Morocco's change. * Monitoring for this type of error, so we catch it within a day. * Tracking upcoming time zone rule changes in the countries where our customers operate. We apologise for the disruption this caused to you and your guests.
We have noticed a downgraded performance of the system. We are currently looking into it. Thank you for your patience.
We see that the performance of the platform across all connections is back to normal. We will keep monitoring the incident.
We have identified the source of the degraded performance and applied a mitigation that isolates it from the rest of the system. The system should now be responding normally. Some users may still experience slowness when generating the Manager Report. We continue to investigate and monitor the situation.
The system continues to operate normally, and we are monitoring it closely. Some reports may occasionally load slowly or fail to load while we work on a permanent fix.
The Mews team identified the issue and is working on a resolution. This issue affects most of the properties in Morocco region. It prevents users from creating new reservation and modifying them. To prevent this from happening use different browser that is not updated like edge/chrome. NOTE: this update was intended for a separate incident https://status.mews.com/incidents/jsp79g3qvh42 and was posted here by accident. Apologies for any confusion.
The problematic reports remain isolated to a separate component, reducing their impact on the rest of the system. The platform is operating normally, and we continue to monitor the situation while working on a permanent solution.
The issue causing slowness and timeouts in Mews, which began on September 25, has been resolved. All affected properties can now work normally.
Properties connected to SynXis (Sabre) are currently affected. Since approximately 04:20 UTC, availability, rate and restriction updates are not reaching SynXis. The cause is an outage on the SynXis side, their service is currently rejecting our requests. We are in contact with Sabre. Queued updates will retry automatically once SynXis is reachable. Properties not connected to SynXis are unaffected. Next update within 60 minutes.
Properties connected to SynXis (Sabre) remain affected. The scope is broader than our previous update stated. Since approximately 04:20 UTC: - Availability, rate and restriction updates are not reaching SynXis. - New reservations from SynXis are not reaching Mews. - Reservation updates are not synchronising back to SynXis. SynXis is still rejecting our requests. Error levels have fallen from their peak but have been stable for the past hour, and we have not yet seen any recovery. We remain in contact with Sabre. Correcting our earlier update: not all queued updates will resend on their own. A portion have exceeded their automatic retry limit during the outage. We have identified these and will reprocess them ourselves once SynXis is reachable — no action is required from you. If you use SynXis, please continue to treat your channel data as out of date and check SynXis directly for new bookings. Next update within 60 minutes.
Properties connected to SynXis (Sabre) remain affected. There is no change to the impact described in our previous update, and we have not yet seen recovery. SynXis continues to reject our requests. Error levels have not improved over the past two hours. We are still in contact with Sabre and do not have an estimated time to resolution from them. The volume of updates requiring manual reprocessing continues to grow while the outage is ongoing. This means full resynchronisation will take some time after SynXis becomes reachable again — availability, rates and restrictions will not all be correct the moment their service returns. We will confirm here when resynchronisation is complete. If you use SynXis, please continue to treat your channel data as out of date and check SynXis directly for new bookings. Next update within 60 minutes.
SynXis has begun responding again as of approximately 08:40 UTC, and queued updates are now processing. Availability, rate and restriction updates, and reservation synchronisation, are flowing again. We are now working through the backlog. Updates that exceeded their automatic retry limit during the outage are being reprocessed by us — this is in progress and will take some time. Your channel data may remain out of date until it completes. We will confirm here once reprocessing is finished and data is fully resynchronised. Next update within 60 minutes.
We are seeing elevated errors on connections to BWH | Best Western CRS since approximately 06:00 UTC. Updates are still being processed, but a portion are failing and retrying, so some changes may be delayed reaching the channel. This is unrelated to the SynXis incident. We are investigating. Next update within 60 minutes.
SynXis has fully recovered and reprocessing is complete. All updates that exceeded their retry limit during the outage have been reprocessed — availability, rates, restrictions and reservations are resynchronised for SynXis-connected properties. No further action is needed. BWH | Best Western CRS has confirmed an unplanned outage on their side, caused by scheduled maintenance overrunning its window. We have been seeing normal error levels on BWH connections since approximately 09:10 UTC and updates are processing again. We are monitoring and awaiting their confirmation that the outage is fully resolved. Next update within 60 minutes, or sooner if anything changes.
This incident is resolved. SynXis (Sabre) was unavailable between approximately 04:20 and 08:40 UTC. BWH | Best Western CRS experienced a separate unplanned outage on their side, caused by maintenance overrunning its window, between approximately 06:00 and 09:10 UTC. Both connections have been operating normally since. All updates affected during both outages — availability, rates, restrictions, and reservations — have been reprocessed and resynchronised. No action is required from you.
We are currently experiencing intermittent disruptions to our live chat service due to an issue with a third party system provider. This is affecting agent availability for chat support. While this is being resolved, please submit your query as a case instead of live chat, so our team can respond as soon as possible. We will update this page once the issue is resolved.
Salesforce, our case management system provider, is experiencing a service disruption affecting multiple regions. This is causing severe delays, intermittent errors, and inability to access some services, including live chat and support case creation. Salesforce has identified the cause as an internal login service issue and is working on a fix, including a rolling restart on one of the affected instances. You can find more details here >> https://status.salesforce.com/incidents/20004433 << While this is ongoing, please expect delays if you submit a case, and live chat agents may be temporarily unavailable. We will update this page as soon as we have more information.
This incident has been resolved.