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

Update timeline

1. identified Mar 04, 2026, 02:42 PM UTC

   The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

2. identified Mar 04, 2026, 03:21 PM UTC

   The Mews team has identified and resolved the issue and will be deploying the fix shortly.

3. monitoring Mar 04, 2026, 04:36 PM UTC

   The team has resolved the issue, and we are closely monitoring the system to ensure stability.

4. monitoring Mar 04, 2026, 06:37 PM UTC

   Incorrect price inventory updates for channel manager integrations for multi-level rates were synced during the incident (from 2PM CET to 5:30 PM CET). We are working on recovery.

5. monitoring Mar 04, 2026, 06:45 PM UTC

   Incorrect price inventory updates for channel manager integrations for multi-level rates were synced during the incident (from 2PM CET to 5:30 PM CET). We are working on recovery.

6. monitoring Mar 04, 2026, 08:02 PM UTC

   We are currently preparing and deploying a synchronization job that will update all prices across the different channel manager platforms. We will provide another update as soon as the process has been completed or if we have any significant changes to share

7. monitoring Mar 05, 2026, 12:05 AM UTC

   We are deploying a fix to the price synchronization job that updates rates across channel manager platforms and will run it across all potentially affected prices. No action is required from your side; we will provide a further update here as soon as we have more information.

8. resolved Mar 05, 2026, 08:13 AM UTC

   The price synchronization job has been run, and all affected items have been successfully synced with our channel manager partners. This incident is now resolved. No further action is required on your side.

9. postmortem Apr 02, 2026, 01:37 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.