Balance Familie Chooses Mews to Transform Guest Experiences Across its Hotel Portfolio

Balance Familie is a family-owned hospitality brand with five hotels and one restaurant across the German-speaking region of Switzerland. Every hotel offers a unique guest experience, from the Thai-themed Seerose Resort and Spa to family-focused outdoor adventures.

“One of the key reasons for choosing Mews was how easy to use it is,” said Denise Weber, Chief Operating Officer at Balance Familie. “Looking ahead, the workforce will get younger and largely come from outside of hospitality, so we wanted a solution where everyone could get up to speed very fast.”

The Balance Familie team were keen to transform the guest experience and give visitors more choice throughout their stay. Now, guests are already using online check-in to skip front desk queues, while online check-out will be introduced in the coming months.

“Moving from a server-based PMS to a cloud-native solution can be a scary step for any hotelier,” said Matt Welle, Mews CEO. “But if they’re willing to go in with an open mind to rethink some traditional processes to put guests first, it can yield amazing operational results – just as Balance Familie is showing.”

Moving to Mews has revolutionized the way the management team measures and tracks portfolio performance. Instead of VPNs and manual exports for each hotel, the team can now log in from anywhere and easily switch between properties to check performance or run reports. This was one of the many practical benefits of moving from an on-premises solution. 

“Another important consideration was how the system would develop in the coming years,” continued Weber. “We don’t want to remain static for the next five years until a big update: we want to continually evolve, and Mews is definitely a solution that does that.”