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In today’s fast-paced hospitality industry, guest communication is at the heart of exceptional service. However, managing multiple communication channels, fragmented reservation systems, and scattered guest information often creates inefficiencies for hotel staff and leads to a less-than-stellar experience for guests. The new Trengo x Mews integration is a game-changer for hotels looking to streamline communication, centralise guest data, and elevate the guest experience.
This integration bridges the gap between guest communication and reservation management, offering hotels a unified platform to manage interactions across all channels. Here’s how the integration is unique:
Automatic matching of reservation info from PMS for OTA guest messages
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One of the biggest challenges hotels face is the lack of visibility into booking details when communicating via online travel agencies (OTAs) such as Booking.com and Agoda. These platforms only provide limited information, forcing staff to toggle between systems to find the right reservation details.
With the Trengo x Mews integration, this problem is solved. When a guest message comes in through an OTA email, the integration automatically matches the correct reservation information from the hotel’s property management system (in this case, Mews). This ensures that staff have instant access to accurate booking details without leaving the Trengo platform.
The benefit: Hotels save time, reduce errors, and provide faster, more personalised responses to guests. Staff can focus on delivering exceptional service instead of juggling multiple systems.
Smart grouping of guest conversations into one thread
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Guest communication often happens across multiple channels – Booking.com, Agoda, email, WhatsApp, or simply phone calls. Without a centralised system, these messages remain fragmented, creating confusion and inefficiencies for hotel staff.
The Trengo x Mews integration solves this by intelligently merging guest messages from OTAs and other channels into a single, unified conversation thread. This smart grouping not only provides a full overview of the guest’s communication history but also makes it possible to leverage AI agents and AI workflows for automation.
The benefit: With a complete conversation overview, staff can respond faster and with better context. Additionally, automation through AI reduces manual workload, enabling hotels to scale their operations without compromising service quality.
Unified reservation info for all communication channels
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Another common frustration for hotel staff is the inability to match guest details across communication channels. For example, when a guest calls or emails, staff often need to manually search for their reservation details, a time-consuming and error-prone process.
The Trengo x Mews integration resolves this issue by storing reservation data from the past six months. This allows the system to automatically match guest details, such as phone numbers or email addresses, to their reservations, regardless of how they reach out. Whether it’s a WhatsApp message, a phone call, or an email, hotel staff can instantly see the relevant reservation information in the Trengo sidebar.
The benefit: This centralised approach ensures a seamless and personalised experience for guests while significantly reducing the workload for hotel staff.
Why this matters?
The Trengo x Mews integration isn’t just another tool – it’s a transformative solution for hotels. Guests often face slow replies, inaccurate information, or language barriers. Additionally, they frequently have to repeat their booking details and inquiries when contacting hotels through different channels, leading to a frustrating experience. With guest information context, hotel staff can deliver instant replies across all channels, leverage AI to automate FAQs, and even consider new communication tools such as WhatsApp to deliver outstanding guest experiences.
Who is it for
- For staff:
A unified platform that simplifies workflows, reduces errors, and saves time. - For guests:
Faster, more personalised responses that make them feel valued and cared for. - For hotels:
The ability to scale operations, leverage AI for automation, and stay ahead in a competitive industry.
Would you like to explore how this integration can work for your hotel? Let’s start the conversation!
What's Mews?
Mews is the leading platform for the new era of hospitality. Powering 12,500 Customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024, 2025) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024, 2025) by Hotel Tech Report. Mews has raised $410 million from investors including Goldman Sachs Alternatives, Kinnevik and Tiger Global Management to transform hospitality.
