"Nobody wants to talk about passports and credit cards. With Mews removing much of that before guests arrive, everything leads to a very personal experience."
About Ett Hem
Ett Hem, Swedish for "a home", is a 25-room boutique hotel tucked into Stockholm's leafy Lärkstaden. As a proud member of Small Luxury Hotels of the World, it’s consistently ranked among the world's best. The concept is simple but exacting: every guest should feel like they're staying at a close friend's house. No front desk, no buffet, no menus – just staff that are always present and every detail intentional, from the handmade plates to the locally sourced breakfast.
Running that level of luxury hospitality operationally is where Mews comes in. Ett Hem uses Mews PMS as its core, paired with Mews Payments and Mews RMS for revenue management. The goal: handle the operational complexity that would otherwise land on the people whose job is to make guests feel at home.
A guest-centric PMS that stays out of the way
Challenge
Ett Hem's brand is built on removing barriers between staff and guests. But for years, their PMS worked against that, anchoring operations around the reservation rather than the person. Guest information was hard to build on, pre-arrival communication was disjointed and staff time was absorbed by admin that had no place in a hotel where the front desk doesn't exist.
Solution
Mews flipped the model. Mews PMS is built around guest profiles, not bookings, meaning every interaction, preference and communication lives with the guest across stays. Pre-arrival messages go out two weeks before check-in to understand plans, dining preferences and any special needs. SMS nudges follow for guests who haven't completed online check-in, and arrival check-ins are handled on an iPad to avoid paperwork and interruption to the welcome. At a hotel whose entire experience hinges on removing friction between host and guest, Mews acts as the invisible layer that makes everything tick.
Result
- Pre-arrival communication via email and SMS driving toward 90% pre-checked-in guests
- Staff freed from admin to focus entirely on hospitality
"Mews is guest-centric, which is exactly the way we want to work. We don't work out from the reservation, we work with the guest. It changed a lot for us."
Revenue management switches from daily grind to always-on engine
Challenge
Ett Hem competes against properties with entire revenue teams, but Nicole, who runs sales, revenue and reservations, used to adjust rates by hand. From scanning the event calendar and watching competitors to re-entering prices, the process was time-consuming, reactive and at a hotel where every hour matters, an expensive use of attention.
Solution
Ett Hem connected Atomize, a Mews company, so occupancy, pickup and live market data flow directly into the pricing engine. Atomize evaluates that data throughout the day and publishes updated rates automatically – always within the hotel's own guardrails, so prices never drift outside acceptable bounds and the brand stays intact. When demand spikes, rates respond immediately, and when it softens, the system eases off. What used to be a manual daily routine now happens continuously in the background, giving Ett Hem the pricing agility of a much larger operation without adding a single person to the team.
Result
- 1–2 hours of manual pricing work saved every day
- Clear improvement in room revenue performance
- 700+ reconciliations processed in minutes after enabling Autopilot on Atomize.
"Staying on top of last-minute demand spikes was time-consuming and prone to missed opportunities. Atomize saves up to two hours of manual work every day, and we've seen a clear improvement in our room revenue."
Mews Payments processes €6M in six months
Challenge
Ett Hem attracts international guests who expect seamless, high-end service from the moment they book to the moment they leave. Payment complexity – handling high transaction volumes and multi-currency guests – needed to work without friction or manual intervention.
Solution
Mews Payments handles it all natively, embedded directly into the PMS. Automated reconciliation removes the need for manual settlement, and multi-currency support means international guests are never an edge case. The result is a payments layer that handles the volume and complexity of a world-class hotel without adding operational weight to the team managing it.
Result
- €6M+ in payments processed in six months
- Automated reconciliation across all transactions
Technology that amplifies human connection
Challenge
One of the hardest things about running a hotel like Ett Hem is keeping technology from undermining it. Automation that feels automated is at odds with a guest experience built on warmth and personal attention. Every tool in the stack has to either disappear into the background or actively make interactions between people better.
Solution
Mews gives Ett Hem the flexibility to configure the guest journey on their own terms. Online check-in is nudged, not forced, while WhatsApp and email are the preferred channels because they feel personal. When guests arrive, a staff member brings the tablet to them, capturing all the efficiency and automated data collection of a kiosk while keeping the welcome warm. And because guest profiles persist across stays, returning guests are greeted with context, not just a name.
Result
- 41% online check-in rate
- Guest messaging via WhatsApp and email, configured to match Ett Hem's brand
- Guest profiles supporting personalized, repeat-stay experiences