Scaling for a 250% ADR lift: Pelham Hospitality’s growth story with Mews
Mews became the operational backbone for this US group, helping optimize revenue and consistently deliver a high-end guest experience.
Pelham Hospitality customer story
250%
ADR growth, from $199 to $700
100%
automated payment collection (50% at booking, 50% pre-arrival)
~30
days to onboard and launch each new property
About Pelham Hospitality
Pelham Hospitality is a multi-property resort group based in Cape Cod, Massachusetts, operating Pelham House Resort, Pelham on Earle and Love Farm Lodge. The group is known for its strong leisure and wedding business, year-round and seasonal restaurants, hands-on leadership and deep ties to the local community. They also operate Love Farms, a working farm that supplies its kitchens and reinforces its sustainability ethos.
Pelham’s transformation started with a $20M renovation, an ambitious expansion plan and a realization that legacy systems couldn’t keep up with where the business was going. As a seasonal, event-heavy operator with lean teams and high guest expectations, Pelham needed a property management system that could scale quickly, support complex group workflows and remain intuitive for staff who rotate in and out every year.
“The second I saw Mews, I was obsessed.
It felt like a system designed by someone who actually understands how hotels work.”
Leaving Opera behind to unify revenue and operations
Challenge
As Pelham Hospitality expanded, Opera became a bottleneck. Hotel revenue, event revenue and restaurant revenue lived in separate systems that didn’t speak to each other, making reporting slow. Leadership lacked a single, reliable view of performance across properties.
Solution
Pelham replaced Opera with a platform designed around connectivity and flexibility: Mews. By unifying hotel operations while integrating cleanly with existing event and F&B systems, Pelham Hospitality finally had hotel and event revenue reflected in the same ecosystem. This allowed leadership to see the full picture without forcing teams to abandon tools they already relied on. Mews gave Pelham the freedom to modernize without disruption while removing the reporting silos that had limited growth under Opera.
Result
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Hotel and event revenue aligned operationally
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Fewer manual workarounds across systems
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Clearer visibility for ownership and leadership
“With Opera, everything lived in different buckets. With Mews, things finally started speaking to each other.”
Revenue growth driven by Atomize, not gut feeling
Challenge
Cape Cod is a highly compressed, seasonal market with intense competition from short-term rentals. Pelham Hospitality lacked the time and structure to make frequent, data-driven pricing adjustments, leading to missed opportunities during peak demand.
Solution
By switching to Atomize, a Mews company, Pelham Hospitality shifted revenue decisions from reactive to systematic. Atomize continuously adjusts rates in small, incremental steps based on demand, comp set behavior and booking pace, removing the need for constant manual intervention. Leadership still applies market intuition during extreme shoulder or off-season conditions, but in-season pricing now runs largely on automation. It frees up time while maximizing revenue during the most critical weeks of the year.
Result
- Stronger in-season performance with less manual effort
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“I click one or two buttons a day, and it fixes pricing for the week. That’s time I didn’t have before.”
Payments that support both personal service and efficiency
Challenge
Handling deposits, balances and pre-arrival paperwork through Opera limited flexibility and slowed down front desk workflows. Especially for a property that prioritizes personal interaction over kiosk check-ins.
Solution
Mews Payments enables Pelham Hospitality to automate payment collection while preserving a high-touch front desk experience. Guests pre-fill details before arrival, payments are collected automatically according to clear rules, and staff no longer chase balances or manually process cards. For smaller properties, this efficiency matters even more: staff spend less time on admin and more time delivering the personal service Pelham Hospitality is known for.
Result
- 100% automated payment collection (50% at booking, 50% pre-arrival)
- Faster, smoother check-ins
- Less back-office friction
“With Mews Payments, we can keep the personal touch, but the back end is far more efficient than it ever was.”
Group bookings built for weddings and high-touch events
Challenge
Weddings and group bookings are central to Pelham Hospitality’s business, but managing room blocks, deposits and communications across systems was time-consuming.
Solution
Using Mews alongside Tripleseat, the Pelham Hospitality sales team manages group blocks directly in the PMS. Rate codes, room blocks and payment requests are now handled centrally, while booking links allow guests or wedding parties to reserve within their block seamlessly. Secure payment links make it easy to collect deposits, even from guests who didn’t make the original booking. This setup supports Pelham Hospitality’s event-heavy model without overwhelming front desk or sales teams.
Result
- Faster group setup and room allocation
- Clear visibility for sales and front desk teams
- Simplified deposit and reminder workflows
“We can send a booking link or a payment request in under a minute. It’s incredibly smooth.”
Seasonal staff training and a repeatable expansion blueprint
Challenge
With seasonal staffing, visa programs and frequent onboarding cycles, Pelham Hospitality needed a system that could be learned quickly and replicated across properties without rethinking operations every time.
Solution
Pelham Hospitality created a standardized Mews blueprint (configurations, user roles, products and workflows) that could be copied for each new property. When launching new properties, the same configuration can be reused, dramatically reducing onboarding time and risk. Seasonal staff get familiar with the PMS basics through Mews University and then complete the training through structured shadowing. Because the system is so intuitive, staff ramp up quickly – even those new to hospitality.
Result
- New properties live in ~30 days
- Faster onboarding for seasonal staff
- Consistent operations across the group
Integration spotlight: Akia
Pelham Hospitality selected Akia to proactively communicate with guests before arrival, especially during off-hours when front desks are closed. Pre-formatted messages for late arrivals, events and changing restaurant hours will ensure guests receive the right information at the right time, without relying on manual calls or emails. For Pelham, Akia will support the front desk’s top priority: delivering a smooth, informed guest experience, even when staffing is lean.
Looking ahead
Relying on Mews as its operational foundation, Pelham Hospitality continues to expand its use of automation. With revenue, payments and operations under control, the team is focused on refining guest communication and deepening its focus on experiential stays and sustainability. They’re a shining example of using technology as an enabler, not a distraction.
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Make it remarkable.
Ready to take the first step towards a more efficient, flexible, guest-centric approach to hospitality?