Hotel Dylan clears the admin and grows RevPAR 100% with Mews

OPERATIONS

Hotel Dylan is a 22-room boutique hotel in Woodstock, New York, built in 1968 and reimagined as a bohemian Catskills retreat. With Mews, guests register before arrival and reporting runs automatically. ADR is up 33.3% and RevPAR 100% year over year.

Why it matters: Hotel Dylan’s identity rests on guests feeling like they’re visiting friends, so the operation behind it has to stay invisible. Before Mews, reports were built by hand and earlier payment and booking engine setups failed to attach cards to reservations. Registration and billing confirmation also happened at check-in. Mews moved that work out of the lobby, so reports and payments run automatically and guests complete registration before they arrive.

Mews PMS with Mews Payments (through Stripe) captures cards at reservation and reconciles nightly. Automated Manager and Payout Reports show bank deposits line by line after commissions. The Guest Portal handles pre-arrival registration, and SiteMinder, connected through the Open API, syncs rates and inventory with Expedia and Booking.com.

Top 3 Core Objectives: Hotel Dylan wanted an invisible operation that keeps the front desk focused on guests, with reliable reporting and payments.

Keep operations invisible: The brand promise of visiting friends only holds if admin stays out of sight.
Focus the front desk: Registration, billing confirmation and preferences needed to move out of check-in.
Reliable reporting and payments: Management needed clear net-payout visibility after channel commissions and a valid card on every booking.

Innovators Mentioned

Mews

Darryl Jack

General Manager

Hotel Dylan

"It has actually made the reporting aspects much easier. I’m a little bit more behind the scenes than I used to be – that’s largely because I have a really solid staff doing the front desk work and reports that give me the visibility I need."

Darryl Jack

General Manager

👍 General Manager Darryl Jack said that Jack says Mews has made reporting much easier and gives him the visibility he needs without being hands-on at the front desk.:

"It has actually made the reporting aspects much easier. I’m a little bit more behind the scenes than I used to be – that’s largely because I have a really solid staff doing the front desk work and reports that give me the visibility I need."

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

General Manager Darryl Jack said, about their decision: "The support team that did the onboarding was fantastic – they made it very easy for us. Any issues we had weren’t really issues with the system, they were our issues learning it. And they made that easy."

📈 The results: Hotel Dylan reports year-over-year gains in ADR and RevPAR, and front desk staff save four to six hours a week. Automated reports and card capture at reservation replace manual workarounds.