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Review of Mews

1
For former HS3 customers: Stay away!
Hotelier from 10 to 24 room Airport/Conference Hotels in Löf (Germany)
Verified
3 days ago
Products Reviewed
Hotel POS Systems
What do you like most?
The confirmation of cancellation. Although it only arrived after almost three weeks, it was the part we liked best about our collaboration with MEWS.
What do you dislike or think could be improved?
After many years with HS/3, we decided to switch to Mews – in retrospect, this was a mistake. Even during the sales process, important information was not communicated transparently. The credit card fees were a major source of frustration. Due to the payment terminal provided by Mews, the actual fees were significantly higher than we had expected after the contract discussions and documents. It took over two months, numerous emails, and almost weekly inquiries before our issue was finally resolved. In the end, we received a credit note. The fact that this only happened after more than two months and countless inquiries speaks volumes. The DATEV integration was also a huge disappointment. During the sales pitch, the straightforward, direct document entry into DATEV was presented as an advantage. However, as far as we recall, it wasn't mentioned that this also requires the Omniboost Silver Update, incurring additional costs of around €1,600 per year. We should have been aware of these ongoing additional costs before signing the contract, and they might have influenced our decision. The biggest point of criticism, however, was the support. Constantly changing contacts, long processing times, and repeated lack of feedback made reasonable cooperation virtually impossible. Promises were frequently broken, and we had to explain our issues multiple times from scratch because they were constantly being passed on to different employees internally. We even had to wait three weeks for our cancellation confirmation. Unfortunately, this behavior was a recurring theme throughout our entire time with Mews. In our experience, Mews might work for large hotel chains with standardized processes. However, we explicitly cannot recommend the system for family-run hotels. We especially advise former HS/3 customers to carefully consider switching. In our experience, the two systems differ not only technically but also in how they address the needs of family-run businesses. Our advice: Have all ongoing costs—especially credit card fees, interface costs, and Omniboost fees—confirmed in writing before signing the contract. We have found that these items, in particular, can have a significant impact on ongoing costs later on. For us, switching to Mews was a huge disappointment. The decisive factors were the lack of transparency regarding the total costs, the inadequate support in our view, the constantly changing contact persons, and the extremely long response times. For these reasons, we unfortunately cannot recommend Mews.
0.5
Terrible
Ease of Use
1.0/5
Customer Support
1.0/5
ROI
2.0/5
Implementation
1.0/5

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