Price derivations of multi-level dependent rates not working as expected

Update timeline

1. identified Mar 05, 2026, 01:51 PM UTC

   We noticed that some rate prices were not properly synchronized to channel managers. We are working on a fix right now.

2. identified Mar 05, 2026, 02:19 PM UTC

   Yesterday's incident caused incorrect prices to be sent to our channel manager connections. When we resynchronized we did not resolve the issue, so incorrect prices were still present. We're actively working to restore the correct prices and will update you once this is resolved.

3. identified Mar 05, 2026, 03:18 PM UTC

   We will start restoring the incorrect prices shortly. The price updates generated between 4 March 2026, 13:00 and 16:20 (UTC) were affected, and incorrect prices were synced during this period. We will notify you once the restoration process has started and will also provide an estimated ETA for the completion.

4. identified Mar 05, 2026, 07:56 PM UTC

   We have started the restorer job. It will recover the affected price items between 4 March 2026, 13:00 and 16:20 (UTC). We will notify you once the process is completed. The estimated time of completion (ETA) is 7 hours.

5. identified Mar 05, 2026, 09:23 PM UTC

   The re-synchronization operation is still ongoing, with an estimated completion time of 4:00 AM. Some partners may already be showing corrected prices in the meantime. We will post an update once it is fully complete.

6. resolved Mar 06, 2026, 06:41 AM UTC

   We are pleased to confirm that the re-synchronization operation has been completed. All affected price items from 4 March 2026, 13:00 – 16:20 UTC have been fully recovered. Thank you for your patience throughout this incident.

7. postmortem Apr 02, 2026, 01:40 PM UTC

   # Problem On 4 March 2026 at 15:15 CET, a change to room price calculations caused some complex dependent rates to ignore differences between room categories. For affected properties, prices for room types became flat. Between 14:00–17:30 CET, incorrect prices were shown in Mews Operations and sent to channel manager integrations, so some guests booking through online channels might have seen rooms at incorrect prices. Direct bookings in the system using these rate configurations were also affected during the same period. # Action The Mews team detected the issue at 15:15 CET after a customer report. The Mews team confirmed the impact, reverted the change, and at 16:35 CET pricing calculations were correct for all new updates. The Mews team then ran a recovery job to recreate and resend corrected prices to channel manager integrations in a controlled way until all inventory was synchronised on 6 March 2026. # Causes The issue came from a change in dependent rate pricing that was not fully separated from existing pricing behaviour. For some complex rate setups, this caused all room categories on an affected rate to use the same base value. # Solution All prices have been re-synchronised, and pricing services are fully operational. The Mews team continues to monitor pricing accuracy. We apologise for the disruption this incident caused to you and your guests. Pricing accuracy is critical, and we are committed to strengthening our testing, rollout safeguards, monitoring, alerting, and recovery tooling to reduce the risk of similar issues and resolve them faster.