“I've always believed that what separates one hotel from another is not how luxurious the property is, but how its people shape the guest experience every day. Mews gave us the tools to modernize our operations so our team can focus on what matters most: our guests."
About Nova Inn Resort
Nova Inn Resort is a 103-room independent hotel in Boynton Beach, Florida. Positioned in a competitive South Florida beach market, they serve a mix of leisure, corporate and group guests who expect modern, mobile-first experiences.
Following a comprehensive renovation and repositioning under new ownership and management, the hotel embarked on a transformation focused on improving guest satisfaction, increasing operational efficiency, and creating a modern hospitality experience.
To support that vision, Nova Inn Resort implemented Mews PMS and RMS, Payments, Kiosk, Guest Portal, Marketplace and Flexkeeping.
Creating a "zero chaos" operation
Challenge
As the property completed its transformation, the team needed a platform that could centralize operations, improve accountability and eliminate manual processes across departments. Housekeeping, front desk operations, guest communications, payments and revenue management all needed to work together more efficiently.
Solution
Nova Inn Resort implemented Mews PMS and Flexkeeping, a Mews company, to create a centralized operational environment. Housekeeping assignments, room inspections, maintenance tickets, out-of-order rooms and room status updates are now managed digitally. This led to significantly less manual work, improved communication between departments and greater visibility across the operation.
Result
- 90 hours per month saved through Flexkeeping
- Faster room turnaround times
- Improved accountability and communication
- Better visibility into maintenance and room status
"Flexkeeping has transformed our operation. What once required paper boards, phone calls, manual reporting and constant follow-up is now centralized in one place."
Building the foundation for a modern guest journey
Challenge
Today's guests expect convenience, flexibility and speed. Nova Inn Resort’s check-in was still manual with limited pre-arrival communication, leading to extra front-desk workload and lobby pressure at peak times.
Solution
Nova Inn Resort rolled out the Mews guest portal with online check-in and check-out, plus automated confirmations and pre-arrival emails. They also added a Mews Kiosk in the lobby to extend self-service on busy weekends and are still fine-tuning placement and signage. Guests can also choose upsells at check-in and pay through integrated terminals in a simple, secure flow. By centralizing operations, payments, and guest information within a single platform, the hotel has created the foundation for a more connected guest experience while improving operational efficiency.
Result
- Improved operational visibility across departments
- Streamlined payment processing and security
- Reduced manual admin tasks
- Positioned for future guest-facing automation and self-service initiatives
"We are building the foundation for a modern guest journey. Mews gives us the flexibility to continue adding tools and services as our operation evolves and guest expectations change."
Improving guest satisfaction through operational excellence
Challenge
The hotel wanted to improve guest review scores while maintaining consistency across all departments. Manual processes made it hard to turn reviews into concrete operational changes.
Solution
The team used Mews and Flexkeeping to create standardized procedures, inspection processes, maintenance workflows and accountability systems. Guest feedback became actionable rather than reactive. The GM sees guest reviews as constructive criticism and uses Mews and Flexkeeping to implement changes that directly address feedback. With a more stable operation and data to work from, the team is better placed to protect rates while still delivering the experience guests expect in a Florida resort.
Result
- Expedia review score improved from below 6.0 to 8.2
- Booking.com review score improved from 6.0 to 7.5
- Improved guest satisfaction across OTA channels
- Reduced guest recovery and compensation costs
"We use guest feedback as an opportunity to improve. Mews helps us identify issues, implement solutions, and continuously raise our standards."
Centralizing payments and OTA distribution with Mews PMS
Challenge
Before Mews, Nova Inn Resort’s commercial setup combined a legacy PMS, Siteminder and an external RMS, which created complex rate flows, parity issues and challenges in managing pricing during periods of rapidly changing demand.
Solution
Nova Inn Resort adopted Mews PMS as their operational and commercial hub, with integrated Mews Payments and Terminals. They connected Booking.com and Expedia directly through Mews Marketplace and began phasing out Siteminder to cut duplication and regain control of pricing. The team worked with Mews onboarding to block renovated rooms as out of order and then imported future OTA reservations. On the finance side, they defined accounting categories and QuickBooks mappings so every transaction from Mews lands in the right place, and they created a “cross settlement” external payment method to record payments already taken in the old PMS without double-charging guests.
Result
- Booking.com and Expedia now connected natively via Mews
“Mews let us pull channels, payments and accounting into one environment, instead of juggling a PMS, Siteminder and separate terminals.”
Driving revenue growth with Mews RMS
Challenge
As a newly repositioned property, Nova Inn Resort wanted to improve pricing strategies while maintaining control over revenue decisions.
Solution
In addition to Mews PMS, Nova Inn Resort now actively uses Mews RMS to support pricing decisions and demand forecasting. This builds on their move away from manual pricing and a fragmented stack that included an external RMS. With Mews RMS integrated into PMS, the team can react faster to market conditions while maintaining confidence in their revenue strategy, helping them pursue additional revenue streams and ADR growth in a more controlled way.
Result
- Standard Room ADR increased by 36%
- Suite ADR increased by 37%
- Improved pricing consistency and better visibility into market demand trends
"Mews RMS gives us confidence in our pricing decisions while still allowing us to remain in control of our strategy."
Looking ahead
For Nova Inn Resort, Mews serves as the operational foundation that connects teams, supports growth and helps deliver a better guest experience every day. As the property continues to evolve, the goal remains the same: leverage technology to empower people, improve guest experiences and operate more efficiently.
Upcoming initiatives include:
- Launching bicycle rentals through Mews to create new ancillary revenue streams
- Expanding food and beverage offerings through Mews POS to improve guest convenience and increase on-property spend
- Exploring additional kiosk opportunities for both front-of-house and back-of-house operations
- Expanding guest communications and messaging
- Continuing to optimize revenue through Atomize
“Behind every feature is a team that listens, supports and continuously improves the product. The people behind Mews have been one of the biggest reasons for our success."
Integration spotlight
Nova Inn Resort leans on Mews Marketplace to connect directly to key distribution partners, so rate and availability changes flow from one place instead of being managed across multiple systems.
"Unlike traditional hotel systems that require multiple disconnected platforms, Mews provides a single ecosystem that allows operations, revenue management, payments, distribution and guest services to work together."
Iliass Hallioui, General Manager
Booking.com
Booking.com is connected to Nova Inn through Mews Marketplace, so rates, availability and reservations move straight between the OTA and their Mews environment. This connection supports their goal of tighter rate control and simpler handling of Booking.com reservations after moving away from a Siteminder-based setup.
Expedia
Expedia is also managed via Mews Marketplace, giving Nova Inn a direct link between Mews and one of their main distribution channels. By importing future Expedia reservations and handling Expedia Collect logic in Mews, the team can manage OTA guests and payments without jumping between platforms.
