Mews has reached a new milestone in the hospitality industry, surpassing 5 million weekly consultations for its AI Smart Tips feature, now used in over 6,000 hotels globally. This growth marks a significant shift in how hotels are utilizing artificial intelligence (AI) to improve guest personalization and relationship management.
AI Smart Tips: Real-time, personalized guest service
AI Smart Tips, a part of Mews’ cloud-based Property Management System (PMS), aggregates and summarizes key guest data, such as preferences, habits, stay history, and specific requests. This real-time, actionable information enables hotel staff to offer a more personalized experience without the need for technical training.
As the feature is integrated directly into guest profiles and calendars—tools that are already widely used by hotel teams—it streamlines operations and improves guest interactions. The result is time savings for hotel teams, fewer missed opportunities, and increased guest satisfaction, particularly during key moments like check-in, room service, and loyalty engagement.
Impact on hotels: A shift in service approach
In Belgium, Hotel St Pol has experienced a shift in its guest service approach thanks to AI Smart Tips.
“Mews’ AI Smart Tips feature has revolutionized the way we welcome recurring guests and allows us to add a personal touch to every interaction,” “It has also simplified our operations and improved our ability to deliver outstanding service to each guest.” – Robin Schluter from Hotel St Pol.
Similarly, the Boardwalk Boutique Hotel in Aruba, a smaller family-run property, has seen the impact of this AI tool.
“Our guest experience is truly our loyalty program. That’s why our guests keep coming back,” “Thanks to the AI Smart Tips feature, our staff gets all the information they need in a flash. The bananas our room service team noticed in a guest’s room? The system pointed it out. We made sure to place bananas in their room the next day. It’s these small details that make all the difference and put a smile on the guests’ faces.” – Trisha Reinkemeyer, Assistant Manager.
AI is increasingly becoming an essential ally in hotel operations, helping hoteliers optimize service and enhance guest experiences. Mews is exploring how artificial intelligence can support operational efficiency and personalized service in the hospitality industry. Don’t miss our interview with Mak Abdelkafi, Senior Sales Manager at Mews, where we dive into how hotels can leverage AI to drive growth and improve guest interactions:
– Mews: Part 1 – “The big revolution is artificial intelligence”
– Mews: Part 2 – How far can we go with AI to personalize the customer experience?
– Mews: Part 3 – “The hotelier’s first challenge is to stand out from the crowd”
AI’s growing role in hotel operations
Mews’ success with AI Smart Tips highlights the potential for AI to transform hotel operations. The feature allows hotels to deliver personalized service on a larger scale, even with reduced teams or high customer volume, bridging the gap between operational efficiency and customer care.
By surpassing 5 million weekly consultations, Mews demonstrates that AI can be effectively and sustainably embedded in hotel guest relations, driving industry-wide adoption and reshaping guest expectations. With its seamless integration into daily operations, AI is no longer a future concept but an essential tool for hotel management, making personalization a standard in the industry.
