The destination

A historic Parisian address with modern charm Located in the heart of Paris’s Left Bank, Victoria Palace Hotel combines more than a century of history with modern comforts. Since opening in 1913, the property has welcomed celebrated artists and writers, becoming a landmark of Parisian charm.

Following a renovation, Victoria Palace reopened in 2021. Sustainability is a defining pillar of the hotel’s new chapter, earning them a Green Globe certification for the second consecutive year.

“At the Victoria Palace Hotel, our goal has always been to provide the best possible experience for our guests,” says Mélodie Flanagan Salama, Marketing Director. “We want them to feel at home, without pretense, while enjoying the comforts of a modern hotel.”

This human, guest-centered philosophy drives every detail: simplified processes, intimate reception spaces instead of a traditional front desk, and a culture of connecting with guests and sharing local insights.

The challenge

Simplifying hospitality without losing a personal touch

When the hotel reopened, the leadership team sought a PMS that could support their vision of personal, warm hospitality.

The hotel also needed a system that could:

• Centralize bar, room service, additional sales and treatment charges
• Reduce manual errors through integrated partner tools
• Simplify payments and pre-authorizations
• Offer clear, accessible financial and operational reporting
• Align with sustainability standards

The solution

Mews provides an intuitive, unified platform from day one

Victoria Palace selected Mews PMS for its intuitive design, efficiency and impact on staff productivity and guest experience.

“We chose Mews for its ease of use and the time savings it provides our team,” says Mélodie. “For example, we no longer need to do midnight closures, which saves us about an hour and a half per day.”

The onboarding

Fast adoption supported by self-guided learning

The team’s onboarding experience to Mews was quick and stress-free thanks to the online, self-guided training resource, Mews University.

“The onboarding phase was very smooth for the team. Our staff became fully autonomous after about two weeks,” Mélodie says. “New team members consistently praise how easy Mews is to use, compared to the technical constraints of other PMS solutions.”

The results

Simplified operations and empowered teams

At Victoria Palace, Mews keeps everything running smoothly behind the scenes, giving the team time to focus on guests. Routine tasks are streamlined and real-time visibility into occupancy, revenue and guest activity helps staff anticipate visitors’ needs and coordinate seamlessly.

Centralized revenue streams

Managing a wide range of services — from accommodation and bar tabs to room service — is streamlined. Every charge flows directly onto the guest’s bill, creating a clear and accurate record for both staff and guests./p> “Bar charges, room service, additional sales, massages and treatments are all directly linked to the guest’s bill, which minimizes errors and saves time” says Mélodie.

Automated payments and invoicing

Since adopting Mews Payments, both payment processing and VAT-compliant invoicing have become easier for staff and guests.

Tasks that were once time-consuming and manual — such as pre-authorizations, remote card charges and refunds — are now handled automatically.

“We also save time during daily cash-ups because errors are so minimal with Mews,” Mélodie adds. “Overall, Mews Payments keeps everything running smoothly for both guests and our reception team.”

Enhanced guest experience

Beyond streamlining operations, Mews elevates the guest experience. Automated communication, online check-in and check-out and city tax compliance make every interaction seamless. From arrival to departure, Mews empowers staff to anticipate needs, respond promptly and deliver personalized service at each touchpoint.

Supporting sustainability goals

Mews also reinforces Victoria Palace’s commitment to sustainability. With fully digital workflows, the team has virtually eliminated paper use, while a fully cloud-based PMS reduces the need for on-site hardware. Better visibility into occupancy helps the hotel optimize room usage and lower overall energy consumption.

The takeaway

A PMS that supports both staff and guests

Looking ahead, Victoria Palace plans to continue building on its digital foundations while prioritizing service that feels effortless and personal.

What advice would Mélodie give to other independent hotels considering a new PMS?

“Go for Mews! Your whole team will benefit from its ease of use, time savings and improved guest satisfaction.”