About Penta Hotels
Penta Hotels has undergone an intense period of operational transformation - what Josh Edwards, their Operating Systems Manager, describes as tech stack surgery. The team initiated a full overhaul of their operating systems, in close collaboration with Mews, a cloud-native PMS now used by over 12,500 properties globally. Change of this scale in hospitality is never easy. Compressed timelines, evolving needs and legacy habits all test the resilience of a team.
The process has involved long nights, working weekends and a fair share of ongoing challenges. That's the nature of meaningful change. Looking at the work done on the pilot property in Bremen, and at what they could achieve with Mews compared to other vendors, the team realized they could help shape how the product would look in the future. That's what sealed the decision to move from Oracle to Mews.
"Since switching to Mews, we didn't raise any tickets. Which I think says more than enough. The best customer support is the one you don't need."
Building a strong tech partnership built on collaboration
Penta Hotels didn't rush into the switch. They spent nearly three years stress-testing the Mews platform before bringing it into their ecosystem. Now, as they move through early implementation, they're optimistic about what the next years will bring.
Like any transformation, it comes down to navigating complexity. The biggest challenge wasn't the PMS switch, but the mindset. The team knew they were working with a legacy tech stack, so even with a new PMS, they'd still be tied to legacy partners. Their thinking was: why not change everything at once? Harder in the short term, but smarter than swapping one piece now and another a month later, which would've been an endless battle. Strategically, it was the right move.
It took just eight weeks to move their entire portfolio over to Mews.
Of course, that also meant jumping into the trenches of change management - dismantling outdated processes and getting rid of unfriendly software.
"I've had the privilege of working closely with Mews product teams, giving input, testing betas and gaining visibility into their roadmap. That willingness to adapt is what makes the partnership valuable."
Efficiency beyond anything previously experienced with Mews POS
Guests can tap their room key on the Mews POS terminal, and it instantly recognizes their room and posts charges straight to it. They can sign the bill right on the screen, leading to less paperwork, fewer errors and no printed bills.
The POS app runs smoothly on lightweight tablets, replacing bulky hardware. Teams love it because tips now go directly through the payment terminals. At one property, 92% of POS transactions included a tip.
Across the Penta Hotels portfolio, that number is around 80%, compared to just 5-10% cash tips before.
The Mews Terminal S2 adds another layer of convenience for everyone. Consolidating POS ordering and payment capture into a single device has also streamlined operations and accelerated the customer ordering process. All of this is tied together with Mews Payments. Non-refundable bookings are charged automatically, with receipts sent instantly.
Chargebacks are almost non-existent - just 0.005%, far below the industry average - because guests see clear proof of their booking and payment. For flexible rates, Mews processes payments seamlessly at the kiosk - eliminating wasted time at reception and speeding up check-in.
By replacing outdated systems with a next-gen stack, the team projects a time saving of over 175,000 staff hours across five years.
Self-service, more revenue: how Mews Kiosk transforms stays
For German guests, especially corporate travelers, having the right invoice details matters. With Mews Kiosk check-out, they can now update billing addresses, confirm additional charges and pay automatically, giving guests flexibility and control.
For staff, automation has transformed how they work and given Penta Hotels an enormous competitive advantage. Check-in on sleek, intuitive kiosks takes just a few clicks, eliminating lines and streamlining assignments and billing. Wait times shrink, assignments and billing run smoothly, and the front office team is freed from repetitive admin so they can focus on guests. Guests are embracing the experience too.
At one property, over 74% now check in via Mews Kiosk, while across the Penta Hotels portfolio, upsells purchased directly through the kiosk have driven a 12% increase in reservation value.
Not your typical helpdesk: a team that knows you
Previously, support felt distant. With their old PMS and other tech providers, Penta often had to log tickets through a generic portal, never knowing who would pick it up. Different agents handled the same issue day after day, responses took weeks, and the process had to be restarted each time.
Things are different with Mews Premium Support.
Dedicated support contacts have built real relationships with the team and developed a deep understanding of how Penta operates. Instead of repeating the same explanations, staff can jump into a chat and know the person on the other end already understands their setup. That context shapes faster, more relevant solutions - and makes support feel like a true partnership.
Integration spotlight
Duve
Duve's holistic platform provides hoteliers with a unified guest management platform that covers the entire digital guest journey. Everything is just a click away: from check-in to booking additional services. Powered by Duve, Penta Hotels encourages guests to curate a personalized stay that suits them.
Learn more
STR
STR collects performance data on reservations, spaces, availability and revenue. It provides confidential, reliable and actionable insights to guide both strategic and day-to-day decisions.
Learn more
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