We’ve worked with multiple providers over the years, but Mews is our preferred operating system. All of our current hotels are on it.
About Capilon Hotels
Capilon Hotels is a fast-growing London hotel management and development group with four boutique properties and an active acquisition pipeline. They've standardised on Mews as the operational core, running PMS, Multi-Property, Mews BI and Kiosk across the portfolio, with Flexkeeping, a Mews company, handling housekeeping and maintenance.
Their approach to new tools is deliberate: pilot at one property and only roll group-wide once it's proven. No tool proliferation, no fragmented stacks – just one system, rolled out on their terms. Mews is that operating system, and everything else connects to it.
Cutting complexity with Mews Multi-Property and Mews BI
Challenge
Managing rates, roles, products and reporting across four separate properties without a central layer was an exercise in duplication and drift. Front office permissions were set by property, while rate structures were maintained in isolation. Product catalogues, accounting categories, financial reporting: all fragmented. Every new opening meant starting from scratch. For a group with acquisition ambitions, that's a ceiling on how fast you can grow.
Solution
Mews Multi-Property gives Capilon a single layer to manage everything that should be consistent across the portfolio: user roles and front office permissions, centralised rate groups mapped across properties and a shared product catalogue with per-property pricing. Accounting categories feed directly into Xero for unified financial reporting across all four hotels. Layered on top, Mews BI powers custom dashboards built to the team's specific reporting layouts, giving HQ a complete and consistent view of performance across the portfolio. Together, they turn every new opening into a copy/paste exercise, as the structure is already in place.
Result
- Central user and role management across all properties
- Rate groups and product catalogue standardised portfolio-wide
- Accounting categories mapped to Xero for unified financial reporting
- Custom Power BI dashboards driving portfolio-level insight
Flexkeeping replaces paper and saves 114 hours every month
Challenge
Capilon's housekeeping used to run entirely on paper. When a housekeeper finished a room, they'd call reception or mention it in passing to flag it as ready. In a multi-building setup, that information could take an hour or two to filter through. Front desk staff couldn't confidently offer early check-ins or manage late checkouts. For a boutique hotel group competing on guest experience, that's a gap that shows.
Solution
With Flexkeeping, a Mews company, housekeepers receive daily assignments directly on their phones, log cleans in real time and report maintenance issues on the spot. No calls. No chasing. Room status syncs automatically to Mews the moment a clean is marked complete. For a multi-property group managing staff across buildings, this kind of live operational clarity is the difference between a reactive team and a proactive one. The result isn't just less paper; it's a fundamentally different pace of operations.
Result
- 343% ROI
- 67% productivity improvement
- 114 hours saved per month across departments
- £1,599 saved every month through productivity improvements
After months of researching providers, Flexkeeping is the one that stood out. It's super easy to use, even for people that technology doesn't come naturally to, and it's made everyone much more efficient.
Mews Kiosk automates check-in and drives upsell at The Edwin
Challenge
When multiple guests arrived at once, registration cards became a bottleneck. Front desk staff juggled check-ins manually and paperwork absorbed the moments that could be spent engaging a guest or offering an upgrade.
Solution
At The Edwin Hotel, Capilon introduced check-in via Mews Kiosk, where guests complete registration on a tablet handed to them by staff. It’s fast, clean and working well even when the lobby is busy. With the paperwork off the receptionist's plate, the team has room to properly engage with guests. Mews data shows kiosks consistently outperform staff in upsell conversion, and Capilon is leaning into that, targeting in particular the upgrade from compact double to standard double.
Result
- A front desk that moves faster and sells better at the same time
- Receptionists redirected from admin to guest engagement
Flexie AI drives team-wide adoption in under ten days
Challenge
Rolling out new tech to a team where English isn't everyone's first language and where some staff members aren't naturally comfortable with technology is a genuine implementation risk. A tool that doesn't get used is worse than no tool at all, and Capilon had seen complicated systems fail that test before.
Solution
Flexie AI is a multilingual voice assistant that changed the adoption equation entirely. Instead of typing, housekeepers log updates by speaking in their own language. The interface is simple enough that no significant training was needed. Within a week to ten days of go-live, the full team was on it without issue. For a multi-property group with a diverse workforce, adoption without friction isn't incidental. It's what determines whether an operations investment delivers returns.
Result
- Full team adoption within 7–10 days
- Zero language barriers to logging tasks and reporting issues
Our head housekeeper, an 18-year veteran of the business, was initially sceptical of Flexkeeping. Within days, she was singing it praises.
Looking ahead
Revenue management is already a reality for Capilon. Mews RMS is now live across all four properties, replacing manual rate decisions with dynamic, data-driven pricing across the portfolio. The kiosk rollout, currently live at The Edwin Hotel, is also being evaluated for the wider group, with early upsell conversion data making a compelling case for expansion.
For a company that acquires, relaunches and scales properties, the goal has always been consistency without compromise. With Mews as the foundation, they've built a model where every new opening inherits a fully formed operating system from day one.
Integration spotlight
Runnr.ai
Guest requests shouldn't require a trip to the front desk, and a towel request shouldn't sit in a queue while staff figure out who handles it. Through the Runnr.ai integration, guests send requests via WhatsApp and those requests route directly to the housekeeper assigned to their room. From guest message to delivery in under a minute – that's the kind of service that feels like magic to guests and runs like clockwork for the team.
Mara Solutions
Guest review feedback shouldn't get lost overnight. Through the Mara Solutions integration, feedback submitted after checkout automatically generates maintenance tasks in Flexkeeping. The team wakes up knowing exactly what needs to be fixed, before the next guest ever has to ask.