Good Hotel customer story

Good Hotel gains 10 extra hours a week with Mews

London's floating hotel thrives with Mews, a cloud-native PMS that supports them in their premium hospitality mission.

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10h

saved per week, previously spent on admin and back-office work

60%

reduction in credit card fraud cases, thanks to Mews Payments

10%

of guests buy upsells during online check-in

About Good Hotel

Good Hotel in London combines premium hospitality with a social mission. Their motto, "Sleep Good, Do Good," reflects how guests can enjoy modern comfort while supporting education and training projects both locally and internationally. Uniquely, the property is a floating hotel, relocated across the North Sea in 2016 before anchoring at Royal Victoria Dock.

When it came to choosing a PMS, Good Hotel looked for tech that matched their innovative spirit. Their old system was clunky - even the simplest tasks took too long, and many still had to be done manually. With Mews, they found the opposite: simple, intuitive software that works for staff, finance and guests alike.

Being cloud-native and easily connected to other tools sealed the deal, giving them the flexibility to run smoothly today while scaling for the future.

"What we enjoy the most? Automation, without any doubt. We're also impressed by the immense productivity savings, both in our front and back office."

Maurizio Zaccagnino

Hotel Operations Manager

Mews Digital Key boosts effortless check-in

Challenge

Good Hotel wanted to turn time-consuming check-ins into a smooth digital experience, cutting front desk friction and easing labour shortages.

Solution

Mews Digital Key delivers contactless check-in technology that means no waiting in line, no plastic keycards and no delays. It is fully integrated with Mews Hospitality Cloud that identifies the guest via online check-in and automatically shares the key access token. Extra logins, authentication codes and jumping between apps are a thing of the past. It also reduces the cost and security risks of lost, stolen or broken keycards.

Result

From online check-in to direct room access, all in a single flow
Guest can share their key via WhatsApp, iMessage, SMS and other methods to ensure a seamless arrival experience for everyone involved

Mews Payments: the easy way to pay

Challenge

Reconciliation and chasing payments consumed too much staff time and impacted customer service. Manual errors, cancellations and booking issues were a constant source of frustration for the team.

Solution

Mews Payments eliminated the manual workload, ensuring everything is processed quickly, accurately and securely. Automation means no more errors, and reconciliation now happens seamlessly. The team can access results anytime, from anywhere, and focus their energy on guests instead of admin. Security has also improved: fraudulent or stolen cards are automatically blocked, protecting both staff and customers.

Result

10h saved per week, previously spent on admin and back-office work
60% reduction in credit card fraud cases since switching to Mews Payments
0.04% chargeback rate, way below industry standard

Balancing check-in speed with attentive service

Challenge

Guests' time is valuable, yet a great hospitality experience still depends on human connection. Staff used to lose precious time on repetitive admin like forms and manual check-ins – tasks that felt outdated and distracted from offering attentive service.

Solution

With Mews Kiosk, check-in and check-out are quick, simple and stress-free. Guests (many of them busy professionals) appreciate the efficiency, while the team gains more time to engage meaningfully. Automation has freed staff from repetitive tasks so they can focus on what makes Good Hotel unique: delivering a personal welcome, supporting their Good training programme, and dedicating more resources to the social causes at the heart of their mission.

Result

Fast and user-friendly check-in with Mews Kiosk

"Changing to Mews has allowed us to start thinking bigger and be more ambitious. We spend more time focusing on our customers and our internal training, instead of spending hours on paperwork."

Maurizio Zaccagnino

Hotel Operations Manager

Driving smarter operations with Flexkeeping, a Mews company

Challenge

Good Hotel needed a better way to manage daily operations, balance staffing and maintain consistent service quality. Manual coordination between departments made it hard to plan efficiently, and cleaning cycles were often rigid and reactive rather than data-driven.

Solution

With Flexkeeping, a part of the Mews ecosystem, Good Hotel brought every operational team onto one platform. Housekeeping, maintenance and front-office staff now work in sync, with automated task assignments and smart staffing forecasts pulled directly from Mews reservation data. Flexible cleaning cycles adjust in real time based on occupancy and guest preferences, keeping rooms ready exactly when needed and cutting out unnecessary manual work.

Result

Up to 40% increase in staff productivity
45% fewer guest complaints related to housekeeping and service delays
More efficient scheduling and happier, less stressed teams

Expert assistance, anytime, with Mews Premium Support

Challenge

Delays in case resolution or tech guidance disrupt guest experiences and front office efficiency. Good Hotel needs reliable support to keep operations running smoothly in case of any technical issues and high-priority escalations.

Solution

With Mews Premium Support, Good Hotel has direct access to dedicated support coordinators, monthly case reviews and 24/7 phone and live chat with Premium Experts. The team also provides guidance on APIs and more complex technical topics. This setup ensures faster case resolution, continuous insight sharing and a stronger partnership. Knowing expert support is always at hand, Good Hotel can focus on delivering an exceptional guest experience.

Result