The destination
Bringing la dolce vita to life on the shores of Lake Como
The team at MUSA Lago di Como are dedicated to delivering what they call thoughtful, deeply personal and locally-rooted hospitality.
Led by acclaimed chefs and executive directors Robert Moretti and Matteo Corridori, this luxurious retreat, part of Teritoria, is more than a five-star hotel; it’s a handcrafted, one-of-a-kind hospitality experience. Guests arrive by boat to minimalist design, tailored service and an intimate atmosphere where they feel not just welcomed, but genuinely known.
“What sets us apart is our ability to engage with each guest and create a personal bond, delivering memorable experiences infused with passion and warmth,” says Robert. “The relationship with the guest is the real luxury.”
The challenge
Delivering seamless, personalized guest experiences at scale
With just 12 rooms, a fine dining restaurant and an expanding collection of private villas under the Maison MUSA brand, the team set out to build not just a hotel, but a complete hospitality ecosystem; one that stood out for its tailored, authentic experiences.
Bringing that vision to life needed more than elegant design and lakefront charm. It required an operational system that could unify operations across rooms, villas and dining, while staying invisible to guests and intuitive for staff. MUSA also sought a platform that could offer real-time communication, automate repetitive tasks and deliver seamless check-ins, bookings and payments experiences.
After exploring several platforms, Mews stood out for its unmatched ability to streamline operations while supporting the personal, high-touch experiences that define MUSA.
“Back in 2021, when we were building our operations, Mews was the only platform that truly met our needs,” Robert says "We love the modern design, intuitive navigation tools, booking engine and how the platform supports the entire guest journey.”
The results
How Mews helped MUSA scale while staying true to their brand and vision
MUSA is no longer just a boutique hotel; it’s a growing hospitality brand rooted in personalized, high-touch experiences. Under the Maison MUSA umbrella, Robert now oversees four distinct villa-style properties just minutes from the main hotel, each offering curated perks like private chefs, personal concierges and bespoke itineraries.
To support this new hybrid hospitality model, the team extended Mews across all properties, using the same platform and booking engine to maintain consistency, streamline operations and preserve their signature level of service.
“Mews made it easy to bring these villas into our booking engine and operations,” says Robert. “Setup was smooth, and it allows us to manage everything from one place, without sacrificing the high-touch experience our guests expect.”
Powered by Mews, this recent expansion has positioned MUSA for significant growth. The team projects a 26% increase in revenue for 2025 compared to 2024, with an average 75% occupancy.(Source: Hotel Tech Report)
Smart distribution, more guest time
With properties listed on major OTAs like Booking.com and Expedia, MUSA once spent valuable time manually managing rates and availability. Now, with direct integrations via Booking.com and Synergy (Keytel), everything syncs in real time, minimizing errors and freeing up hours.
“Once we were live, everything synced perfectly,” says Robert. “It’s given us back time to focus on what matters most: our guests.”
That guest journey often begins online. “Our website booking engine, powered by Mews, is modern, intuitive and easy to use,” he adds. “It’s a key touchpoint — 70% of bookings now come directly through it. From there, personalized emails and app-based contact help us shape a seamless, tailored experience before guests even arrive.”
25% more time for guests with automation
From pre-arrival messages and housekeeping scheduling to automated check-outs and payment reminders, Mews handles countless manual tasks in the background, freeing up 25% more time for the MUSA team to focus on the guest experience.
The impact isn’t just operational; it’s emotional. Staff are less overwhelmed and more engaged, which shows in every guest interaction.
Building a seamless tech ecosystem with real business impact
Through the Mews Marketplace, MUSA built a custom tech stack tailored to their day-to-day needs. Thanks to native integrations, the team quickly connected essential tools that address real operational challenges while staying aligned with Italy’s complex hospitality regulations.
What makes these integrations powerful isn’t just their function; it’s their frictionless connection through Mews. There’s no lengthy onboarding, no messy middleware — just plug, play and perform. For a lean team delivering high-touch service, that simplicity means more time for what matters.
“We love how integrations can improve our guest experience and help manage the business,” says Robert.
Smarter F&B operations with local-first integrations
One tool Robert says his team “can’t live without” is iPratico Eat, a locally-trusted POS that powers MUSA’s acclaimed restaurant and integrates seamlessly with Mews. “iPratico has significantly improved our F&B reporting and analytics, and it’s perfectly suited to the Italian market,” he notes.
At MUSA, it’s not just about managing orders. The iPratico Eat + Fiscal Printer integration delivers real-time insights, streamlines service and ensures full compliance with Italy’s strict fiscal regulations – such as city tax codes and tip management – transforming a regulatory hurdle into a competitive advantage.
Seamless payments
Luxury is often defined by what guests don’t see, and that includes payments. With Mews Payments, transactions are smooth, secure and practically invisible. Pre-authorizations are easy to manage, virtual cards run without error and refunds are processed effortlessly.
Instead of bottlenecks at checkout or clunky card terminals, guests leave with the same feeling they arrived with: calm, cared for and completely at ease.
Robert Moretti, Executive Director at MUSA Lago di Como
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