The destination
A historic French property and local institution
Nestled along the banks of the Loire river, Hôtel VillaPona is a small, family-run boutique hotel steeped in character and history. Once a 17th-century coaching inn, it stood as a beloved local landmark for more than seventy years, passed from one generation to the next. In May 2023, a new chapter began as a husband-and-wife team decided to restore the storied property and breathe fresh life into its timeworn walls.
Neither of them had any background in hospitality, but were driven by a shared passion and purpose. “We’ve always loved beautiful homes, and this project was about bringing new life to a special building, but in a completely different way,” says Owner and General Manager, Émilie Gonin. “We wanted to welcome every guest as if they were entering our home and family, receiving them with sincerity, warmth and heart.”
The challenge
Starting from scratch with manual processes and paper records
After learning about Hôtels & Préférence at a trade show in Paris, Émilie and her husband, David Thevenet, decided to join the collection and reclassify the property as a 3-star boutique hotel. “It was obvious that aligning with a strong brand would be key to our successful launch,” says Émilie.
But operationally, they were starting from scratch. Everything was done manually and there was no system in place, just a paper agenda and handwritten invoices. Émilie and David quickly realized they needed a modern Property Management System (PMS) that could run operations and bring their vision to life.
“We evaluated several options, but Mews stood out for its simplicity, very competitive pricing for a small boutique hotel and easy onboarding, even for beginners,” Émilie notes. “We also heard great feedback from fellow hoteliers who highly recommended Mews.”
The solution
Supported and stress-free onboarding with Mews
What could have been a stressful onboarding process became a guided journey, thanks to the hands-on support from Mews.
“The Mews Customer Success team understood that I was starting from zero and was overwhelmed,” Émilie says. “They really met me where I was, explained things clearly, and most importantly, reassured me. The support I received was not only effective, but deeply human. That kind of care is something I’ve found to be all too rare, and it meant the world to me.”
Onboarding was smooth, swift and well-coordinated with Hôtels & Préférence. Mews guided the VillaPona team through every step, setting them up for long-term success with features like flexible payment types.
The results
How Mews transformed operations and provided a future-ready foundation
Immediate transformation
“Within just a few weeks, Mews completely transformed how we run the hotel,” says Émilie. “It gave us structure and the ability to anticipate and plan for the future, which was a real turning point.”
The shift from paper-based operations to a digital platform brought immediate efficiency. Reservations that once had to be manually tracked now sync automatically across all channels. Billing and invoicing, previously time-consuming, are automated. Even tourism reports and performance exports, which used to take hours, now appear with a few clicks.
A seamless guest journey
The changes are visible at every guest touchpoint. Online bookings are smooth and reliable, while check-ins are effortless thanks to pre-handled payments. Invoices are generated automatically and are fully VAT-compliant. Multicurrency options make life easier for international travelers.
“Most importantly, we’ve received zero negative feedback from guests, which is a great sign that we’re consistently delivering a positive experience,” says Émilie.
Automation behind the scenes
For Émilie, one of the most impactful benefits of using Mews is the silent automation that keeps everything running seamlessly in the background. Every booking, payment and update flows through the system without manual intervention. This automation not only saves hours each week, it also reduces errors and frees the team to focus on guests rather than admin. In fact, they achieved zero reservation errors with the 2-way integration between the Mews PMS and SynXis Central Reservations (CR) solution.
Frictionless payments that elevate the experience
Mews Payments has also been a game-changer for VillaPona. Previously, check-in could feel awkward, with credit cards manually processed and invoices hand-written.
Now, 100% of payments are processed automatically and are VAT-compliant, saving staff time and enhancing the guest experience.
“Payment is now fully integrated into the guest experience, which makes things easier for everyone,” Émilie says. “This strengthens our image as a modern hotel, while saving us valuable time.”
A more confident, happier team
The operational efficiency brought by Mews has had a profound effect on the staff. Longtime team member Annie, who had never worked with digital tools before, quickly learned the system, despite initial misgivings.
“Today, she uses Mews confidently, even on her phone,” Émilie shares. “It’s truly been a revelation for her.”
With simplified processes, fewer errors and intuitive tools, stress levels have dropped across the team. This newfound confidence allows everyone — owners and staff alike — to dedicate more energy to creating memorable experiences for their guests.
Adapting with agility
Even after transforming day-to-day operations, VillaPona faces the ongoing challenge of seasonality, a reality for many destination hotels. Mews provides the flexibility and real-time visibility to respond quickly, giving them the ability to adjust pricing, tailor offers for local businesses or adapt terms to match demand with just a few clicks.
This agility doesn’t just make operational sense; it strengthens VillaPona’s commercial strategy, allowing them to plan and react with confidence.
The takeaway
Why VillaPona recommends Mews to peers
When asked to share her words of wisdom for other Hôtels & Préférence properties looking to adopt Mews, Émilie’s enthusiasm is clear.
“Just go for it! Switching PMS can seem daunting, but Mews supports you every step of the way,” she says. “The platform is modern, intuitive and designed for both small independents and larger hotels. It automates what matters, saves time and delivers a smooth guest experience. Even without a hospitality background, you can succeed with the right partner.”
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