About Casa Hotel
Casa Hotel is a Best Western Sure Hotel Collection property with a strong focus on cost efficiency and work automation across departments. After years on Brilliant Hotelsoftware, the team realized it’s time to modernize operations and adopt a more connected, cloud-based way of working. The goal was clear: reduce training time, streamline operations and ensure seamless connectivity with Best Western Hotels systems, without adding complexity for staff.
With an average reception age of 22, Casa Hotel regularly onboards staff with little or no prior hospitality experience, making ease of use and fast adoption essential. They ended up choosing Mews.
“Mews is by far the easiest PMS we’ve worked with. It’s modern, clear and not intimidating at all for new staff.”
Dramatically reduced training times and faster system adoption
Challenge
Their previous PMS was difficult to train on, particularly for younger or inexperienced staff. Long onboarding times and complex screens made new starters hesitant and dependent on senior team members.
Solution
With Mews, training became practical. New starters are introduced to the system through real scenarios: creating bookings, moving reservations and seeing confirmation emails arrive in real time. The interface is clean and intuitive, with a central dashboard and powerful search replacing multi-screen navigation. Role-based learning through Mews University supports structured onboarding, while an in-house admin can easily control permissions. This leads to faster onboarding and far less reliance on manuals or step-by-step supervision.
Result
- Reception basics learned within a four-hour shadowing shift
- Staff confidently use Mews within two days
- Less training pressure on managers and senior staff
“With Mews, new starters aren’t overwhelmed. They learn the basics in four hours, and within two days they’re confidently using the system.”
Hitting BWH Hotels loyalty targets with ease
Challenge
Managing Best Western Rewards across Brilliant Hotelsoftware and separate BWH systems required duplicate data entry. This slowed check-in, discouraged staff from promoting loyalty and increased the risk of missing targets.
Solution
Mews embeds Best Western loyalty directly into the guest profile. Receptionists simply complete a small set of fields and activate membership in one step. Membership status and tier are immediately visible on the timeline, making it easy to recognize loyal guests, apply upgrades and avoid unnecessary sales conversations. It removes the friction that previously stopped staff from actively enrolling guests. When loyalty is easy to manage, it becomes part of the natural check-in flow rather than an administrative burden.
Result
- 10-second loyalty enrolment at check-in
- Higher staff engagement with Best Western Rewards
- Reduced risk of missing loyalty targets
“If putting loyalty into the PMS is a headache, staff just won’t do it. With Mews, adding Best Western Rewards is so simple that they actually want to do it.”
Operations flow seamlessly, even when staff aren’t on site
Challenge
Coordinating teams required constant communication and manual checks. Also, limited system access made it harder for managers and department heads to stay aligned outside working hours.
Solution
Because Mews is cloud-native, teams can access real-time operational data from anywhere. The housekeeping head tracks arrivals, departures, room moves and extras on mobile while managers monitor allocations, payments and guest notes remotely. The shared dashboard ensures everyone works from the same information, reducing miscommunication and enabling smarter operational decisions. This translates to a significant revenue impact through energy-saving measures like consolidating occupied rooms to shut down unused boilers.
Result
- Real-time visibility and better coordination across departments
- Smarter operational decisions that support cost control
“We can log into Mews from anywhere. I can be at home and know exactly what’s happening at the hotel. That accessibility is huge.”
Payments that save time, reduce admin and improve control
Challenge
Payments were previously split across systems, requiring manual checks, follow-ups and reconciliation – especially for groups, weddings and corporate bookings.
Solution
Mews Payments centralized and automated all payment activity inside the PMS. Staff can see payment status instantly, whether they are on-site or working remotely. Secure payment requests replaced external bank links, reducing manual card handling and improving control. For accounting, payments flow cleanly through the system, speeding up reconciliation and reducing end-of-day workload. The visibility is particularly valuable for sales and events teams, who can track deposits and balances without relying on reception or finance.
Result
- 10 hours per week saved in payment admin
- Faster reconciliation for accounting
- Smoother check-in for corporate and group guests
“Mews Payments saves us about ten hours a week. Everything is clear and easy to track. I can be at home, see a payment come in, and tick it off straight away.”
Two-way BWH CRS connectivity that simply works
Challenge
The team was concerned that connecting to the Best Western CRS would require manual room setup and ongoing oversight, increasing the risk of data mismatches between systems.
Solution
The two-way BWH CRS connection automatically loads room types into Mews, eliminating the need for manual configuration. Rates, availability and reservations remain synchronized, ensuring accuracy without additional effort from the team. In regular weekly check-ins, no issues related to Mews have been raised – the systems remain aligned and easy to manage. Support is always close at hand, with the AI-powered chatbot available to answer “how to” questions, resolve simple tickets and hand off to human agents when needed.
Result
- No manual room setup required
- Reliable two-way data flow
- Less risk of errors or mismatches
“The two-way BWH CRS connection meant everything is already there. We don't have to manually add rooms at all.”
Looking ahead
Casa Hotel plans to broaden its use of Mews by introducing additional ancillary revenue streams, including parking spaces, meeting rooms and even distinctive glass igloos. Because Best Western royalties apply only to room revenue, this gives the team a way to grow incremental income that stays entirely with the property.
Crucially, this expansion doesn’t add operational strain. These services can be managed within the same system the team already uses day to day, keeping processes simple for staff and seamless for guests – a practical way to increase revenue without increasing workload.
