About Roam Spokane
Roam Spokane is part of Roam America, a fast-growing outdoor hospitality brand located in Washington state. They offer a mix of RV sites, glamping tents and cabin stays close to the region's outdoor attractions. The team transitioned from K2, the proprietary reservation platform used by Kampgrounds of America (KOA), as they sought more flexibility and integration options.
While it had served them well as campground software, it was limited in its ability to integrate with a revenue manager, the channel manager and Roam's custom-built website. When they decided to switch to Mews, the goal was clear: build a modern, scalable tech foundation without disrupting operations during peak season. Here's a look at their onboarding journey from the perspective of Cody Fishel, VP of Operations.
"We were basically starting from scratch - new system, new brand, new setup. And we needed to get it done fast, without breaking anything."
Charting a new course
Roam Spokane faced the unique challenge of transitioning to Mews during a critical operational period - right after ending their franchise agreement and just before reopening under their new independent brand, Roam America.
The timeline was extremely tight: the Roam team wanted to go live in under a month to avoid downtime and be ready for the upcoming season. With multiple integrations (CRM, website and payment gateways) and no internal tech department, they needed a system that was easy to configure, quick to learn and flexible enough to scale across future properties.
And as a private equity-backed company, Roam required reporting that was easy to interpret and fully aligned with their financial model.
Record-breaking onboarding
As a seasoned professional, Cody had navigated multiple PMS transitions before and was used to a minimum six-week setup. Yet, even with a tight deadline, he was surprised at how smooth and fast the process went with Mews. Working closely with onboarding specialists, Cody tackled most of the setup himself via the Mews Onboarding Dashboard, completing around 90% of the configuration.
With another Roam property already live on Mews, he couldclone and adapt existing configurations, speeding up the setup and minimizing errors. From data import and training to final system checks, the entire onboarding process took just 11 days.
“The onboarding process was efficient, informative and fun. The onboarding dashboard kept us on track, and the support team was always there when we needed them.”
Built right from day one
By the time Cody and his team were ready to go live, the groundwork was already carefully mapped out. The setup included:
- Migrating all future reservations from the KOA K2 system
- Configuring taxes, reporting categories and payment automation
- Connecting CRM and website integrations through the Mews Open API
- Training the team
With a fully functional PMS in under two weeks, the team had enough time to test, adjust and launch without interrupting operations. Guest data, payments and reservations were migrated seamlessly. The region has a particularly complex tax setup, and Cody found the way it was handled in Mews impressively smart.
Learning fast, working smarter
Training the team was just as efficient as the technical setup. Most of the staff relied on the Mews Knowledge Base, while Cody found the chatbot support particularly useful for quick answers and troubleshooting. Within just a couple of days, the concierges already had a solid grasp of Mews, while the management team completed role-based learning paths through Mews University to deepen their understanding.
Before going live, there was a detailed audit, test upload and hands-on support to make sure every piece of data and workflow lined up perfectly. During the first few days of go-live, Cody only needed to ask his onboarding manager one or two questions. Everything else was clear, intuitive and ready to run.
While the experience gave Roam Spokane a confident start, it also created a repeatable implementation model that they can now use to roll out Mews across future properties with ease.
