The annex redefines boutique hotel stays with Mews
Explore how this Canadian boutique hotel is transforming guest experiences with Mews, using modern tech to deliver personalized hospitality.
The annex customer story
4
days to fully onboard new hires
20%
upsell conversion rate
Highest
rated boutique hotel in Toronto on Google
About The annex
Based in Toronto, The annex is a boutique hotel that brings together artistry and simplicity in a no-frills model that prioritizes community building. The result is a homelike experience that encourages guests to live like locals. After considering several property management systems, the team decided on Mews to replace their original system and make operations more efficient. Powered by smart tech, guests can now easily manage their stays from the palm of their hands. From getting local recommendations on the best spots to paying for extras, every interaction was designed to minimize friction and maximize the guest experience.
“Like The annex, Mews is a very forward-thinking platform. It saves us time and gets out of the way so that we can fully focus on the guest experience.”
Easy-to-use PMS simplifies day-to-day operations
Challenge
Hotel staff often spend excessive time on repetitive, task-oriented work rather than interacting with guests.
Solution
As soon as they’d installed Mews, The annex team noticed their jobs became a lot easier. Automating tedious manual tasks reduced the time spent behind screens. Managing reservations and coordinating bookings used to be a labor-intensive process, often leading to errors and time wasted. Now, with tools like the optimized booking button, adjustments can be made in just one click. The team also appreciates how intuitive the system is. When they open the dashboard or timeline, everything is clear and easy to navigate.
Result
- Staff can refocus on personalized guest interactions
- Increased operational efficiency with automation and data centralization
“Mews is a seamless product with an incredible UX and UI. In terms of day-to-day functionality, there's no comparable product out there that's as easy to use.”
Better staff training and attracting talent
Challenge
Their previous PMS was difficult to learn, leading to questions and frustrations during onboarding. This made it challenging to quickly train new hires and appeal to talent.
Solution
Mews transformed onboarding with its intuitive platform, allowing new hires to get up to speed in just a few hours. The system’s simplicity reduces any hesitation around using new tech, and staff can easily learn through peers or Mews University, a user-friendly training resource. Operating on a modern hospitality cloud has helped The annex attract talent who appreciate innovative tools and a progressive, tech-forward work environment.
Result
- 4 days to onboard new hires and get them fully trained in Mews
- On-site staff are empowered to become true hosts
“Mews made training much faster. Our staff could focus on creating exceptional guest experiences rather than struggling with outdated technology.”
Humanizing hospitality with technology
Challenge
While technology can enhance efficiency, The annex wanted to ensure it didn’t replace the human touch, a cornerstone of their hospitality philosophy. They needed a way to balance tech-enabled convenience with meaningful guest interactions.
Solution
At The annex, guests complete check-in before arriving and use mobile codes to access their rooms. Real-time updates from Mews keep the team in the loop – they can welcome and engage guests with personalized greetings and friendly chats. It’s the perfect mix of efficiency and warmth, made possible by a smart system running in the background. The team has also seen great results with add-ons in Mews Booking Engine, using them to strengthen local partnerships by showcasing carefully curated products.
Result
- Improved guest experience with 100% digital check-ins
- Enhanced opportunities for staff to engage with guests in meaningful ways
“We see upsells as an opportunity to be hospitable. Our pet add-on isn’t just a fee – it’s about welcoming a friend, so our Pampered Pooch package includes toys and treats.”
Stellar customer support from a tech partner that cares
Challenge
Many software providers offer generic support, leaving users stuck on “seen” or dealing with impersonal responses. The annex sought a partner who could provide timely and empathetic assistance.
Solution
Mews impressed The annex with its proactive support. The hotel staff enjoys a strong rapport with the Mews Customer Success team, appreciating their relatable and personable approach. Whether tackling simple questions or complex issues requiring engineers, they always feel well-supported. Weekly management syncs to explore new Mews features keep The annex agile, while help articles, newsletters and in-app updates further empower them to get the most out of the platform.
Result
- Faster response times compared to previous PMS providers
- The annex stays agile with regular updates and feature releases
“Mews consistently provides high-quality, personalized support. Whenever we have an issue, they navigate it with care and respond quickly. It’s a refreshing change.”
Embracing the new era of hospitality
Challenge
The hospitality industry is evolving rapidly, with cloud-based systems and automation becoming essential for competitive operations.
Solution
Mews equipped The annex with a scalable, cloud-based tech stack that seamlessly integrates tools for communication, revenue management and booking optimization. Recognizing that humans can't match the speed of technology, they’ve embraced automation to streamline processes. The annex redefined traditional hospitality by empowering onsite staff to engage with guests and enrich their stays, operating with greater efficiency and creativity. While many hoteliers hesitate to change longstanding practices out of fear, The annex takes pride in challenging the status quo.
Result
- A flexible and scalable tech stack
- Innovative solutions that drive a fresh, guest-centered approach to hospitality
“Soon, it won’t be possible to delay modernization, especially for independent boutique hotels. Mews enables us to operate more efficiently and address challenges like labor costs.”
Looking ahead
The annex plans to further personalize its offerings with tailored packages and expand its footprint with new properties in tier 1 and tier 2 markets in North America. Global expansion is also in the works. With Mews as a partner, they’re poised to redefine boutique hospitality, combining technology and human connection to deliver even more personalized guest experiences.
See more customers like this
/3
%20(1).webp?width=364&height=427&name=Category%20page%20tile-%20854x1000-50%20(12)%20(1).webp)
Edyn
Germany, Ireland, Netherlands, United Kingdom
.webp?width=364&height=427&name=Category%20page%20tile-%20854x1000-50%20(9).webp)
Retreats Group
United Kingdom
Your Apartment
United Kingdom
.webp)
Make it remarkable.
Ready to take the first step towards a more efficient, flexible, guest-centric approach to hospitality?