The annex redefines boutique hotel stays with Mews

OPERATIONS

Explore how this Canadian boutique hotel is transforming guest experiences with Mews, using modern tech to deliver personalized hospitality.

Why it matters: Based in Toronto, The annex is a boutique hotel that brings together artistry and simplicity in a no-frills model that prioritizes community building. The result is a homelike experience that encourages guests to live like locals. After considering several property management systems, the team decided on Mews to replace their original system and make operations more efficient.

Powered by smart tech, guests can now easily manage their stays from the palm of their hands. From getting local recommendations on the best spots to paying for extras, every interaction was designed to minimize friction and maximize the guest experience.

Top 3 Core Objectives: “Soon, it won’t be possible to delay modernization, especially for independent boutique hotels. Mews enables us to operate more efficiently and address challenges like labor costs.” Ryan Killeen, Co-Founder & CEO

Easy-to-use PMS: Hotel staff often spend excessive time on repetitive, task-oriented work rather than interacting with guests.
Humanizing hospitality with technology: While technology can enhance efficiency, The annex wanted to ensure it didn’t replace the human touch, a cornerstone of their hospitality philosophy. They needed a way to balance tech-enabled convenience with meaningful guest interactions.
Stellar customer support: Many software providers offer generic support, leaving users stuck on “seen” or dealing with impersonal responses. The annex sought a partner who could provide timely and empathetic assistance.

Innovators Mentioned

Mews

Ryan Killeen

Co-Founder & CEO

The Annex

"“Mews consistently provides high-quality, personalized support. Whenever we have an issue, they navigate it with care and respond quickly. It’s a refreshing change.”"

Ryan Killeen

Co-Founder & CEO

👍 Co-Founder & CEO Ryan Killeen said that “Mews consistently provides high-quality, personalized support. Whenever we have an issue, they navigate it with care and respond quickly. It’s a refreshing change.”:

"“Mews consistently provides high-quality, personalized support. Whenever we have an issue, they navigate it with care and respond quickly. It’s a refreshing change.”"

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

Co-Founder & CEO Ryan Killeen said, about their decision: "“Mews made training much faster. Our staff could focus on creating exceptional guest experiences rather than struggling with outdated technology.”"

📈 The results: As soon as they’d installed Mews, The annex team noticed their jobs became a lot easier. Automating tedious manual tasks reduced the time spent behind screens. At The annex, guests complete check-in before arriving and use mobile codes to access their rooms. Mews impressed The annex with its proactive support.

Staff can refocus on personalized guest interactions Increased operational efficiency with automation and data centralization
Improved guest experience with 100% digital check-ins Enhanced opportunities for staff to engage with guests in meaningful ways
Faster response times compared to previous PMS providers The annex stays agile with regular updates and feature releases

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