Mews-powered Samesun truly shines after embracing modern hostel management
With Mews, the popular hostel network brings all properties under the same umbrella and saves precious time by standardizing operations.
Samesun – Customer story
Fully automated
and standardized operations
Online check-in saw a
7% boost
through SMS reminders at Samesun Toronto
50% faster
staff training times
About Samesun
Samesun operates eight hostels across Canada and the USA, from large cities such as Los Angeles and Toronto to smaller mountain properties such as Banff. Created by backpackers for backpackers, the popular hostel network puts an emphasis on social travel and fostering authentic connections.
Guests are encouraged to put their phones down and experience destinations like locals. To help them do that, Samesun offers personalized tips and organizes daily activities at their hostels, many of them free of charge.
“We used to work in silos, so our operations were disjointed. With Mews, we brought all Samesun properties under the same umbrella. Our connectivity skyrocketed thanks to open APIs, and we can finally create customized guest journeys that are true to our unique brand.”
Standardized operations = no more manual set-up
Challenge
Before the switch, Samesun had a single rate from which everything else was derived. They didn’t have non-refundable rates either.
Solution
By bringing Samesun under the same umbrella, Mews enabled all properties to interact smoothly, whereas before, every hostel was operating in a silo. Their rate management fundamentally changed to include semi-flexible rates, package deals, and other options. The manual set-up of agent bookings is gone – now, agents immediately receive a confirmation, saving time for both sides. Unified guest profiles are another time saver that massively simplifies communication.
And thanks to automated rules, invoicing has also become much easier.
Result
- No more manual entries – there are custom booking engines for all the OTAs
- A revenue boost ever since offering guests multiple ways to book
100% remote management and uninterrupted operations
Challenge
Having an on-premises solution means no contact with the outside world whenever the internet crashes. It was an operational nightmare – Samesun had to take guest names by hand and sync data over the phone.
Solution
Being a cloud-native solution, Mews changed how Samesun runs their business. Even if the internet goes down, the team can still access all software and charge guests. Backup systems ensure they can proceed with day-to-day operations regardless of what's happening in the building. Remote management is another crucial benefit for Samesun, as everyone on the team (outside of Operations) is based online. Managers can log in from anywhere without asking the IT department to set up a VPN and give them credentials.
Result
- Remotely managing hostels from anywhere in the world
Using Mews SMS to save time and delight guests
Challenge
Inspired by their own frustrating check-in experiences, the Samesun team wanted to reduce the amount of admin upon arrival. The faster they can bring guests through, the better their experience.
Solution
Samesun was one of the earliest adopters of the Mews SMS Package. The team recognized its potential for increasing online check-in and cutting down manual tasks for staff. At two of their properties, they send a text message to guests ahead of arrival, reminding them to complete check in. In the future, Samesun plans to use Mews SMS to boost revenue through room upgrades.
Result
- 7% boost in online check-ins through SMS reminders (at Samesun Toronto)
“We don’t want to remove human interaction; we just want to simplify the process. While Mews is taking care of the needs and necessities of running a business, we can focus on creating memorable guest experiences.”
Faster onboarding
Challenge
Samesun’s on-premises PMS required two weeks of supervised training for new staff, leading to operational lags and decreased morale among employees who stayed behind.
Solution
With Mews, the Samesun team could bring the training down to one week. Lost productivity and the negative impacts of constantly changing staff are a thing of the past – their employees are confident in using Mews. Their staff particularly enjoyed role-based learning paths offered by Mews University, where they can acquire or upgrade their skills through well-structured courses that are easy-to-follow.
Result
- Reduced staff training time by 50% (from 14 days to one week)
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