How Capilon Hotels Achieved 343% ROI Across Four London Properties with Mews

OPERATIONS

Capilon Hotels standardized its four-property London portfolio on Mews to cut operational complexity, automate repetitive work and give its teams more time to focus on guests.

Why it matters: Managing multiple boutique properties can quickly create duplicated processes, fragmented reporting and unnecessary administrative work. Capilon needed a consistent operating model that could support its growth without adding complexity.

Mews gives Capilon one operational layer across its portfolio, while Flexkeeping, Mews BI, Kiosk and other integrations automate housekeeping, reporting, check-in and guest service workflows.

Top 3 Core Objectives: Capilon wanted to create a standardized operating model across its growing portfolio while reducing manual work and improving the guest experience.

Centralize Operations: Create one consistent operational layer across four properties, including user permissions, rates, products, accounting categories and reporting, rather than maintaining each hotel separately.
Reduce Manual Work: Replace paper-based housekeeping processes and other repetitive administrative tasks with automated workflows that give teams real-time information and reduce the need for calls, chasing and manual updates.
Improve Guest Experience: Free front desk and operational teams from administrative work so they can spend more time engaging with guests, while using technology to improve check-in and upselling.

Innovators Mentioned

Capilon Hotels

Mews

Sam Shepherd

COO

Capilon Hotels

"Our head housekeeper, an 18-year veteran of the business, was initially sceptical of Flexkeeping. Within days, she was singing it praises."

Sam Shepherd

COO

👍 COO Sam Shepherd said that Flexkeeping was quickly adopted even by team members who were initially skeptical of introducing new technology.:

"Our head housekeeper, an 18-year veteran of the business, was initially sceptical of Flexkeeping. Within days, she was singing it praises."

⚖️ The selection process: During their research process, Sam Shepherd evaluated Mews's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Mews was the best fit solution:

COO Sam Shepherd said, about their decision: "We’ve worked with multiple providers over the years, but Mews is our preferred operating system. All of our current hotels are on it."

📈 The results: Capilon has built a standardized operating model across its four London properties, generating measurable productivity gains while reducing administrative work across housekeeping, front desk and central operations.