Mews powered a seamless transition with unified operations, digital journeys and scalable platform for growth.
“Mews is the perfect platform to support our sustainability goals, brand standards and growth plans.”
About Sure Hotel by Best Western Wilhelmshaven City
Located in Wilhelmshaven on Germany’s North Sea coast, Sure Hotel by Best Western Wilhelmshaven City welcomes a uniquely diverse mix of guests, including families on holiday, corporate travelers, international seafarers and Germany’s naval forces. Catering to such different segments requires flexibility, efficiency and a consistent digital guest journey.
In May 2025, the 74-room, 3-star hotel rebranded from an independent property to BWH Hotels, under the management of Bee/Partment. The team needed systems that could help meet new BWH Hotels brand standards, differing guests’ needs and their sustainability goals.
To support this transformation, the hotel selected Mews PMS and Mews POS to power daily operations, automate manual processes and enable a seamless digital guest journey. Communication was digitized, paper use reduced and staff freed from time-consuming admin, allowing them to focus on delivering consistent, high-quality service.
Cloud-based PMS and POS power brand transformation
Challenge
Transitioning from an independent hotel to a BWH Hotels property required more than a logo change. The hotel needed to introduce new brand standards, modernize core systems and create a consistent digital guest journey, all while renovations were ongoing. Existing tools were fragmented and processes manual, making it difficult to move quickly, scale operations and deliver a seamless guest experience.
Solution
The hotel implemented Mews PMS and Mews POS as a single, cloud-based platform to centralize operations. Front office, payments and F&B were connected in one system, enabling standardized workflows, automation and a consistently high level of service.
Result
- One unified platform supporting all core operations
- Consistent workflows aligned with BWH Hotels' standards
- Enhanced guest experience at every touch point
“Onboarding went smoothly and without disruption. With Mews already in use across other Best Western properties, we could replicate proven workflows and get new teams up to speed quickly.”
Onboarding completed in just 18 days
Challenge
At the same time as the rebrand, the hotel was onboarding new employees across departments. Training new staff on unfamiliar systems while maintaining operations and service posed a real risk.
Solution
The team used Mews University for self-guided training and reused proven system configurations from other BWH Hotels properties. With Premium Support available after go-live, questions and issues were resolved quickly, keeping teams productive from the start.
Result
- Onboarding completed in 18 just days
- Faster ramp-up for new staff
- No disruption to daily hotel operations
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Personalized guest journeys that drive revenue
Challenge
Families, corporate travelers, international seafarers and naval personnel all have different expectations, languages and arrival patterns. Delivering a consistent yet personalized experience for every guest without increasing pressure on reception was a key challenge.
Solution
Mews enabled online check-in/out, a multilingual Mews Kiosk and digital upsells for breakfast, bikes and local experiences. Guest messaging tools allowed fast, informal communication, while personalization happened automatically through the system.
“Even something as simple as greeting guests in their own language on the kiosk makes a big difference,” Daniel explains. “Those small personalization details are really appreciated and make guests feel truly welcomed.”
Result
- 60% of guests check-in via Mews Kiosk
- €23,835 upsell revenue generated in 7 months (via online check-in or Mews Kiosks)
- 50% of all upsells completed via online check-in or Mews Kiosks
“Mews helps us communicate everything digitally, without having to print dozens of pages every day. This has significantly reduced our paper usage, while also improving the guest experience.”
Sustainability built into daily operations
Solution
The Mews digital-first approach replaced paper-based communication with automated emails and in-app messaging. Guest information, local recommendations and restaurant updates are now shared digitally.
Result
- Major reduction in paper use across guest-facing operations
- Digital communication aligned with BWH Hotels Because We Care initiative
- Sustainable practices without compromising guest satisfaction
Payments and POS automation improve efficiency and guest experiences
Challenge
Manual payment handling and fragmented breakfast workflows slowed service during peak periods, particularly in the busy leisure season.
Solution
With Mews Payments, all transactions are processed digitally. Mews POS was configured to support both buffet and à la carte breakfast, with automated modifiers that simplified order handling and sped up service.
Result
- 100% digital and automated payment processing
- Faster, more efficient breakfast service
- A smoother, more seamless experience for guests and staff
“As we expand in Wilhelmshaven, Mews allows us to easily share data across properties, recognize loyalty members instantly and onboard new hotels quickly, without adding complexity.”
Looking ahead
With Mews, Best Western Wilhelmshaven City runs on a modern, scalable platform that upholds brand standards, drives sustainability and lays the groundwork for future growth. A second BWH Hotels property in Wilhelmshaven will soon join the portfolio, also powered by Mews.
