Why Hollywood Hotel calls Mews "the closest thing to a perfect PMS"
This US hotel cut manual work, fixed long-standing OTA and rate-management headaches, and lifted guest engagement through smarter digital tools powered by Mews.
Hollywood Hotel customer story
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24%
more guests completed online check-in thanks to Mews SMS
13%
upsell conversion rate, double the US benchmark
With Atomize, forecasts consistently stay within 10% of actuals
About Hollywood Hotel
Hollywood Hotel is a 127-room landmark in the heart of Los Angeles, run by a team that knows exactly what great hospitality should feel like. Yet for years, they wrestled with Infor, from limited guest communication tools to clunky prepayments. Every new integration came with frustration, delays and a hefty bill.
Looking for a way out, Hollywood Hotel set its priorities clearly: a PMS that played well with other systems, reduced OTA-related costs and supported revenue growth. Mews delivered on all three. The team finally found the structure they'd been missing: clean rate logic, easy integrations and a platform ready for advanced tools like Atomize. Within months, they were seeing quicker check-ins, more upsells and far less manual work.
Today, Hollywood Hotel stands as an impressive success story in one of the most competitive cities in the world.
"Mews is as close to perfect as a PMS can get. I looked at every system on the market - nothing came close."
Real-time rates, real-time confidence
Challenge
Pricing was reactive and time-consuming, updated only when someone could fit it in. The team needed smarter control to adjust rates dynamically, backed by real-time data rather than guesswork. They also wanted an RMS that works seamlessly with Mews to reduce errors and simplify daily operations.
Solution
Atomize, a Mews company, uses AI to automate real-time pricing and demand forecasts. Hollywood Hotel rates now adjust continuously based on live market signals, keeping forecasts accurate and boosting confidence in planning, staffing and reporting. Fewer hands are needed on pricing - leadership focuses on strategy while the team delivers excellent guest service. Fully integrated within Mews PMS, Atomize ensures that rate adjustments, inventory status and booking data are always in sync, eliminating manual handoffs and discrepancies.
Result
- Significant time savings with automated, real-time rate adjustments
- Smoother daily operations and the end of data silos
- Leadership oversees strategy while the team focuses on service
"The time saved has been tremendous. Forecast accuracy has been within 10% all month, and my team no longer needs to babysit rates."
Mews Ledgers and BI: Financial clarity at a glance
Challenge
Hollywood Hotel's accounting workflows relied on workarounds and inconsistent reporting. Their previous PMS didn't offer a clear ledger structure, and forecasting meant jumping between systems and manually stitching data together.
Solution
With Mews Ledgers activated, the team finally has a clean, centralized view of all financial activity. Updates run throughout the day, removing the need for night audits and keeping payment journeys, guest statuses and financial records consistently up to date. Hollywood Hotel also uses the new Mews Business Intelligence (BI), which offers real-time, customizable dashboards and clear metrics to track performance and spot trends. For the first time, both accounting and revenue teams are working from the same reliable source instead of patchwork reports.
Result
- Centralized financials with clearer city ledger visibility
- Faster, more reliable forecasting
"My brother's an accountant and no fan of change. When we moved to Mews, he kept asking for the city ledger. The day it arrived, he lit up instantly and went from skeptical to delighted."
Faster check-in and more upsells
Challenge
Slow check-in was one of the hotel's most persistent complaints. Without texting tools, guests arrived without completing key steps. Lines formed and the team spent too much time handling basics by hand. Upsells also underperformed because offers weren't automated.
Solution
Hollywood Hotel rolled out automated SMS through Mews, sending timely reminders with a direct link to online check-in. Guests can now easily complete pre-arrival steps, while the team can manage guest engagement at scale. With simple but smart automation, Mews SMS Package reduces manual workload for staff and drives additional revenue through upsells offered during the online check-in process.
Result
- 24% of guests who received SMS completed online check-in
- 13% upsell conversion rate, nearly double the US average
"SMS turned the whole arrival flow around. Guests arrive prepared, and we don't get complaints about slow check-in anymore."
Immediate focus on revenue-critical connections
Challenge
OTA fees can swallow up to 25% of a reservation, so driving direct bookings is a no-brainer. But adding new tools required costly custom work, OTA rate pushes didn't keep up with real demand and juggling 30+ base rates in SynXis created confusion instead of clarity.
Solution
Mews helped rebuild the hotel's rate setup around a single base rate, making every OTA update instant and accurate. The team no longer juggles dozens of messy connections; they now manage clean, automatically cascading rate plans that stay synced across all channels. Direct OTA connections removed unnecessary middle layers, and switching to the Mews Booking Engine replaced a costly provider - putting more revenue back in the hotel's pocket.
Result
- Clean, cascading rate plans now stay perfectly synced across every channel
"I love how versatile Mews is. It lets you shape your rate structure the way you want it. If you can map it out, the system can handle it."
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Make it remarkable.
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