Mews Outage History

Started Jan 30, 2026, 02:23 PM UTC· resolved Jan 30, 2026, 02:59 PM UTC

1. investigating Jan 30, 2026, 02:23 PM UTC

   We're investigating the issue.

2. monitoring Jan 30, 2026, 02:42 PM UTC

   Booking.com outage is resolved. We are confirming with Booking.com they are re-sending all affected reservations.

3. resolved Jan 30, 2026, 02:59 PM UTC

   Booking.com outage is now resolved. We are contacting Booking.com to get more details

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Started Jan 25, 2026, 07:17 PM UTC· resolved Jan 26, 2026, 07:17 PM UTC

1. identified Jan 25, 2026, 07:17 PM UTC

   We’ll be performing planned maintenance on our Support Chat services during this window. When January 26, 2026 06:00–08:00 AM (CET) What to expect Chat with a human agent will be temporarily unavailable All customers will still be able to open cases Our teams will be monitoring the situation and will restore full functionality as soon as the maintenance is complete. Thank you for your patience and understanding.

2. identified Jan 26, 2026, 07:59 AM UTC

   Our planned maintenance on Support Chat is taking longer than expected. New expected end time: 10:00 AM (CET) Our teams are actively working on completion and will share another update as soon as the service is fully restored. Thank you for your patience and understanding.

3. monitoring Jan 26, 2026, 08:46 AM UTC

   ✅ Maintenance Completed – Monitoring The planned maintenance on Support Chat has now been completed. We are currently monitoring the service to ensure everything is operating as expected. Current status Chat with an agent is available again Case creation is working as normal If you experience anything unusual, please let us know via your usual support channels. Thank you for your patience during the maintenance window.

4. investigating Jan 26, 2026, 11:16 AM UTC

   ⚠️ Service Update – Support Chat We’re currently experiencing an issue affecting Support Chat. Current impact Chat with an agent is temporarily unavailable Customers can still open cases as usual Our teams are actively working to restore full functionality and will share another update as soon as possible. Thank you for your continued patience.

5. monitoring Jan 26, 2026, 03:29 PM UTC

   Support Chat is now operational again. We have restored the service and are currently monitoring closely to ensure everything continues to run as expected. Current status Chat with an agent is available Case creation is working as normal Thank you for your patience throughout this process.

6. resolved Jan 26, 2026, 07:17 PM UTC

   This incident has been resolved.

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Started Jan 23, 2026, 02:25 PM UTC· resolved Jan 23, 2026, 04:12 PM UTC

1. monitoring Jan 23, 2026, 02:25 PM UTC

   Mews BI data refresh will be interrupted for a few moments. We will provide a status update in half an hour. Sorry for the inconvenience

2. monitoring Jan 23, 2026, 03:13 PM UTC

   Mews BI data refresh will be interrupted for a few moments. We will provide a status update in around half an hour. Sorry for the inconvenience

3. resolved Jan 23, 2026, 04:12 PM UTC

   Mews BI data refresh has completed successfully. Data ingestion is back to its normal refresh rate

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Started Jan 23, 2026, 10:03 AM UTC· resolved Jan 23, 2026, 11:01 AM UTC

1. investigating Jan 23, 2026, 10:03 AM UTC

   We are currently investigating reports of an issue affecting Mews Booking Engine. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. investigating Jan 23, 2026, 10:35 AM UTC

   We are continuing to investigate an issue where the Booking Engine is displaying product net prices instead of gross prices. The issue can be reproduced when changing the number of guests in a reservation.

3. identified Jan 23, 2026, 10:52 AM UTC

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

4. resolved Jan 23, 2026, 11:01 AM UTC

   The issue is now fully resolved. Mews is now operating as expected.

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Started Jan 22, 2026, 11:13 PM UTC· resolved Jan 26, 2026, 04:20 PM UTC

1. investigating Jan 22, 2026, 11:13 PM UTC

   We are currently investigating reports of an issue affecting Mews Email. Users might be experiencing trouble with not receiving emails send through Mews. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. monitoring Jan 23, 2026, 01:34 AM UTC

   We are currently experiencing a follow-on issue from a previous incident that may prevent some emails sent from Mews from being delivered to individual mail servers. This can affect all email types sent from Mews, including user emails, mail exports, and guest-facing emails. Not all individual emails are impacted. We are actively working with our email provider, Sendgrid to ensure delayed emails are delivered as soon as possible. As a result, some users who rely on email-based two-factor authentication may not receive their login email, which can prevent access to Mews. If this occurs, please contact your Property Admin and follow these steps to regain access: - The Admin logs in to Mews - The Admin adds the user to the two-factor authentication exemption list following this guide: https://help.mews.com/s/article/How-to-create-a-two-factor-authentication-2FA-exemption-list?language=en_US - The Admin resets the user’s two-factor authentication using the relevant guide: https://help.mews.com/s/article/How-to-reset-Two-factor-Authentication-2FA-for-users-in-Mews-Operations?language=en_US - Once access is restored, we strongly recommend setting up passkeys for additional security by following this guide: https://help.mews.com/s/article/How-to-create-passkeys-for-your-Mews-account?language=en_US If you are unable to contact your Property Admin, or if your Admin is also unable to log in, please contact our Support team for assistance.

3. resolved Jan 26, 2026, 04:20 PM UTC

   The issue is now fully resolved. Mews is now operating as expected.

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Started Jan 22, 2026, 10:13 PM UTC· resolved Jan 22, 2026, 11:04 PM UTC

1. investigating Jan 22, 2026, 10:13 PM UTC

   We are currently investigating data delays affecting Mews BI. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible. The data is expected to be delayed by 4 hours.

2. resolved Jan 22, 2026, 11:04 PM UTC

   Mews BI data was refreshed and the service now runs normally.

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Started Jan 22, 2026, 02:13 PM UTC· resolved Jan 22, 2026, 11:22 PM UTC

1. investigating Jan 22, 2026, 02:13 PM UTC

   We are currently investigating reports of an issue affecting Mews Email. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. monitoring Jan 22, 2026, 03:04 PM UTC

   Billing emails being constantly sent has been fixed and we are monitoring the situation to prevent from happening again

3. monitoring Jan 22, 2026, 03:22 PM UTC

   We had an issue where we kept sending emails related to bills constantly but we have fixed it already. However, there may still be cases where customers are receiving them (they were scheduled before we stopped the issue). Apologies for the inconvenience but it shall stop in the next minutes.

4. resolved Jan 22, 2026, 11:22 PM UTC

   The issue is now fully resolved. Mews is now operating as expected.

5. postmortem Feb 16, 2026, 09:56 AM UTC

   ### Problem On Thursday, January 22, 2026, between 13:14 and 15:04 UTC, a new change in our background job processing caused manually triggered invoice emails to be treated as repeatable jobs instead of one‑time actions. This led to the same invoice emails and related print jobs being sent repeatedly to about 400 recipients, mainly in hotels in France, DACH, and Sweden. The resulting spike in outbound emails later caused email providers to defer or block part of our traffic, about 2% of all emails being sent, including some login emails. ### Action We reverted the deployment to the previous stable version to prevent further impact on customers. For blocked emails, we worked with our email service provider to remove any affected addresses from blocklists. For blocked or delayed logins, our support team used temporary workarounds so that the impacted users could regain access while deliverability stabilised. We monitored the email delivery over the weekend \(Friday, Jan 23 - Sunday, Jan 25\) for any further degradation. ### Causes A change to our background processing logic meant one-time background tasks, like sending an invoice email, were not correctly marked as finished. Instead of running once and stopping, these tasks were put back into the queue and run again, repeatedly sending the manually triggered invoice emails. The large increase in email volume \(about 2x\), including many repeated messages to the same recipients, caused some providers to treat our traffic as spam‑like, which led to a spike in deferred and blocked emails, including authentication emails. ### Solutions Strengthen automated checks around how background tasks are not only run, but also cleaned up. Improve detection by adding alerting for unusual email volumes \(overall and per recipient\), abnormal task retry patterns, and spikes in deferred or bounced emails, so we can react much earlier. To both improve detection and reduce future impact, we are exploring options for rate‑limiting emails sent to a single recipient and separating login‑related emails into a dedicated flow that is less affected by issues with other email types.

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Started Jan 20, 2026, 10:31 PM UTC· resolved Jan 21, 2026, 02:19 AM UTC

1. investigating Jan 20, 2026, 10:31 PM UTC

   We're experiencing errors/delay to print Bills in Germany for customers using fiscalization integration.

2. resolved Jan 21, 2026, 02:19 AM UTC

   The issue has been resolved. Fiscalization of pending invoices has completed successfully, and the system is operating normally.

3. postmortem Feb 02, 2026, 12:22 PM UTC

   ## Problem Properties in Germany using the fiscalization integration were unable to print bills between January 20, 2026 \(13:18 UTC\) and January 21, 2026 \(02:03 UTC\). The fiscal signing process required for German tax compliance was not completing during bill closure. A related incident occurred on January 26, 2026, affecting properties in Germany and France for approximately one hour \(14:01 - 14:55 UTC\). Invoice previews displayed a "waiting for fiscal registry confirmation" message and PDF generation was delayed. ## Causes A database performance issue caused the system to time out when processing German fiscal records. The database query optimizer selected an inefficient execution path, which prevented fiscal records from being processed in a timely manner. This was an infrastructure-level issue unrelated to any software release or scheduled maintenance. The January 26 incident had the same root cause: outdated database index statistics caused the query optimizer to select an inefficient execution path. ## Action Our engineering team identified the database performance issue and restored optimal query performance. All pending fiscal records were processed successfully and no data was lost. The service was fully restored on January 21, 2026, at 02:03 UTC. For the January 26 incident, the team applied a similar fix and confirmed resolution by 14:55 UTC. All affected records were processed successfully. ## Solutions We are implementing the following measures to prevent recurrence: Enhanced monitoring and alerting for fiscalization processing performance Database query optimizations to improve resilience Infrastructure improvements to ensure consistent query performance We apologize for any inconvenience this disruption may have caused. Please contact our support team if you have any questions.

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Started Jan 19, 2026, 11:59 AM UTC· resolved Jan 23, 2026, 12:16 PM UTC

1. investigating Jan 19, 2026, 11:59 AM UTC

   We are currently investigating an issue with scheduled exports not working in Mews BI. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. monitoring Jan 19, 2026, 06:38 PM UTC

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

3. resolved Jan 23, 2026, 12:16 PM UTC

   The issue has been resolved. All Mews BI exports have been sent successfully and are operating as expected since January 20th. A separate warning that may appear in some Mews BI export schedules is still under investigation, but it does not affect export execution. The warning can be cleared by editing and saving the affected schedules.

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Started Jan 16, 2026, 04:26 PM UTC· resolved Jan 16, 2026, 04:46 PM UTC

1. investigating Jan 16, 2026, 04:26 PM UTC

   We are currently investigating reports of an issue affecting Mews. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. resolved Jan 23, 2026, 01:20 PM UTC

   We addressed an issue with checkout of reservations with closed balanced bill feature timing out for < 10 beta customers. Feature flag was reverted, and performance issues are being addressed

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Started Jan 15, 2026, 02:32 PM UTC· resolved Jan 15, 2026, 06:02 PM UTC

1. investigating Jan 15, 2026, 02:32 PM UTC

   We've spotted issues with the Booking Engine. We're currently investigating the issue, and will provide an update soon.

2. identified Jan 15, 2026, 03:04 PM UTC

   We have identified the issue and are working on to resolve it

3. identified Jan 15, 2026, 03:44 PM UTC

   We are still working on resolving the issue. Thank you for your patience.

4. identified Jan 15, 2026, 04:37 PM UTC

   We are still working to fix the issue. Thank you for your patience

5. identified Jan 15, 2026, 05:10 PM UTC

   We are still trying to fix the issue, as it is related to the new Upsell feature, we have temporarily disabled this new feature; Booking Engine will be using the old promotions configuration in the interim. Apologies for the inconvenience, and thank you for your patience.

6. resolved Jan 15, 2026, 06:02 PM UTC

   Since all Booking Engines are now working, although without the new Upsell feature, we will be closing this incident. Thank you for your patience and understanding.

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Started Jan 15, 2026, 08:22 AM UTC· resolved Jan 15, 2026, 12:38 PM UTC

1. investigating Jan 15, 2026, 08:22 AM UTC

   We are currently investigating an issue affecting ledger updates. Ledger data has not been updated since approximately 16:00 CET on January 14th. Our team is actively working to identify the root cause and restore normal operations. We will provide updates as we learn more.

2. monitoring Jan 15, 2026, 09:08 AM UTC

   The team has resolved the issue. We started syncing the accounting data to ledgers now and we will provide an update when the ledgers are fully up to date. We are closely monitoring the system to ensure stability.

3. resolved Jan 15, 2026, 12:38 PM UTC

   The issue is now fully resolved. All missing data have been synced to the accounting ledgers and they are operating as expected.

4. postmortem Jan 23, 2026, 08:55 AM UTC

   ### Problem On **14 Jan 2026 at 1:57 PM UTC**, updates from the Mews Platform to the Accounting service \(Ledgers\) stopped being processed. During this period, **ledger balances and trial balances were not updated** with the latest activity, while day‑to‑day hotel operations continued to work normally. ### Action On **15 Jan 2026 at 8:44 AM UTC**, the Mews Engineering team restored the flow of updates to Accounting and temporarily increased system capacity to process the backlog. By **15 Jan 2026 at 2:23 PM UTC**, all ledgers were fully up to date and the system was operating normally again. ### Causes A change in our internal messaging system unintentionally interrupted the service that forwards updates from the Mews Platform to Accounting. The service appeared healthy but had stopped passing new events through, so new accounting activity was not reflected until the issue was identified and resolved. ### Solutions The team resolved the issue by restarting the affected service and briefly increasing Accounting system capacity to safely process all pending updates. All accounting data for the affected period has been reconciled. To reduce the chance of recurrence, Mews has strengthened safeguards around how changes are made to our systems and improved internal processes for managing them safely. These guardrails directly address the root cause of this incident and prevent this specific issue from happening again. We are also enhancing monitoring across our platform so that any similar issues can be detected and addressed even more quickly in the future.

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Started Jan 13, 2026, 03:19 PM UTC· resolved Jan 13, 2026, 06:10 PM UTC

1. identified Jan 13, 2026, 03:19 PM UTC

   Users of Mews Events can experience dates not matching between quotes, services and function sheets. We are aware of the problem and working on resolving the problem. Estimated time of resolution is 19:00 CET 13/1.

2. resolved Jan 13, 2026, 06:10 PM UTC

   We have identified a root cause of the date mismatch in some Quotes created between Friday 9th 19:00 and Tuesday 13th 19:00. The issues was corrected and newly created quotes behave correctly. We are further investigating impact of the issue to assess if corrective action for the impacted quotes is necessary. If operationally required, dates in Quotes and Services can be corrected manually by using date pickers, or the quotes can be recreated to avoid confusion when communicating to quote customers. We will inform impacted users about the nature of data correction once we have the information available.

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Started Jan 12, 2026, 11:29 AM UTC· resolved Jan 12, 2026, 05:27 PM UTC

1. monitoring Jan 12, 2026, 11:29 AM UTC

   The team identified an issue that caused incorrect tax rates to be applied to cancellation taxes included in cancellation fees for some customers in the Netherlands and Finland. The issue was triggered by tax rate changes effective January 1 and persisted until January 5 at 16:00:00 UTC. We are correcting any impacted open reservations on our side. For reservations that are already closed, affected customers will be contacted directly with the impacted reservations and clear instructions on the steps they need to take to resolve the issue.

2. resolved Jan 12, 2026, 05:27 PM UTC

   The issue has been resolved for open reservations. Reservations that are already closed will require manual intervention. Affected properties will be contacted shortly.

3. postmortem Jan 23, 2026, 04:50 PM UTC

   ### Problem Between January 1st and January 5th, 2026, cancellation fees for reservations in the Netherlands and Finland were calculated using the 2025 tax rates instead of the updated 2026 tax rates. The collection of funds by hotels was correct, this issue only impacted how the tax was reported on invoices. ### Action Once we identified the issue on January 5th, we took the following steps: 1. **Deployed an immediate fix** – We updated the tax configuration in our system and deployed the fix to production the same day, preventing any further reservations from being affected. 2. **Corrected open reservations** – We ran a job to automatically correct all open reservations, ensuring the correct 2026 tax rates were applied to cancellation fees. 3. **Prepared documentation for closed reservations** – For the closed reservations, we created documentation identifying all affected hotel-reservations. Hotels will need to rebate these invoices manually, and we are providing guidance materials to support them through this process. ### Causes When we updated the tax rates for the Netherlands and Finland on January 1st, 2026, we used a special daily migration process due to the size of these markets and the timing of the change. During this process, we overlooked updating the tax rate applied to cancellation fees, which was configured separately from the nightly rates. ### Solutions ​To prevent this from happening again, we are: 1. **Implementing future tax support**. We are developing functionality to pre-configure future tax rates in our system. This will eliminate the need for manual migrations and ensure all tax-related components \(including cancellation fees\) update consistently and automatically. 2. **Improving our migration checklist**. We are updating our tax migration procedures to explicitly include verification of all tax-related components, not just nightly rates. We apologize for any inconvenience this may have caused and remain committed to ensuring accurate tax reporting for all our customers.

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Started Jan 08, 2026, 07:21 PM UTC· resolved Jan 08, 2026, 07:35 PM UTC

1. investigating Jan 08, 2026, 07:21 PM UTC

   BestWestern is currently experiencing an unexpected database outage on their side. This issue is impacting reservation synchronization and inventory updates. We are monitoring the situation and will provide updates as more information becomes available.

2. resolved Jan 08, 2026, 07:35 PM UTC

   The connection is stable, and all previously failed items have been successfully retried.

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Started Jan 08, 2026, 09:56 AM UTC· resolved Jan 08, 2026, 11:06 AM UTC

1. monitoring Jan 08, 2026, 09:56 AM UTC

   For a short period of time, Ledgers were not available in Mews. The underlying issue has been identified and resolved, and Mews is now operating as expected. We’re continuing to monitor the system, but no further impact is expected.

2. resolved Jan 08, 2026, 11:06 AM UTC

   The issue is now fully resolved. Ledgers are now operating as expected.

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Started Jan 01, 2026, 09:17 PM UTC· resolved Jan 03, 2026, 10:47 PM UTC

1. investigating Jan 01, 2026, 09:17 PM UTC

   We're investigating an issue affecting some reporting features. Some customers may see missing or delayed data in reports, but also errors when accessing some pages and general slowness. We’ve traced the problem to an issue with our database systems and are working closely with our cloud provider, Microsoft Azure, to resolve it as quickly as possible.

2. monitoring Jan 01, 2026, 09:53 PM UTC

   The underlying issue was resolved and systems are recovering. Reporting features and page performance should be returning to normal, but we’re continuing to monitor closely to ensure everything is fully stable.

3. monitoring Jan 02, 2026, 08:26 AM UTC

   Performance remains stable. We are continuing to work closely with Microsoft on a detailed root cause analysis and deeper investigation.

4. monitoring Jan 02, 2026, 02:55 PM UTC

   We’re seeing the issue reoccur, affecting some reporting features. Customers may experience missing or delayed data in reports, errors when accessing certain pages, and general slowness. We are actively working with Microsoft Azure to resolve it as quickly as possible.

5. monitoring Jan 02, 2026, 05:12 PM UTC

   Systems have stabilized and reporting features are functioning normally. However, the underlying root cause has not yet been fully addressed, and the issue could potentially recur. We remain engaged with Microsoft on a detailed root cause analysis and long-term remediation. We will continue to monitor closely and share updates as we progress.

6. monitoring Jan 03, 2026, 01:53 PM UTC

   Systems are stable and reporting features are working as expected. We continue to monitor closely and are actively working with Microsoft Azure on mitigating the root cause to prevent any recurrence.

7. monitoring Jan 03, 2026, 04:38 PM UTC

   Microsoft Azure will be performing a restart of our database as part of a long-term fix to fully resolve the underlying issue. This restart is scheduled for 22:00 UTC and may cause brief downtime or slower performance during the maintenance window. We will continue to monitor closely and provide updates once the process is complete. Please see https://status.mews.com/incidents/1wqydcw6p47c for more details.

8. resolved Jan 03, 2026, 10:47 PM UTC

   The mitigation was successfully applied, and systems are now fully operational. During the process, there were two brief performance spikes, but these have been resolved. We will continue to monitor closely, but no further impact is expected.

9. postmortem Jan 16, 2026, 03:51 PM UTC

   ### Problem Between December 31, 2025 and January 3, 2026 some customers experienced slow response times and occasional errors when using Mews. ### Action The Mews Platform team worked closely with Microsoft to investigate and resolve the problem. The impact affected customers across regions and several Mews services. To reduce impact, the team temporarily adjusted how some database queries were handled. Microsoft completed a scheduled restart on January 3, 2026 to apply the fix. During this maintenance, two short periods of increased errors occurred. ### Causes An internal database feature caused extra processing on a secondary system. This slowed data synchronization under specific conditions. ### Solutions Microsoft has disabled the problematic feature for our database and implemented a long-term fix.

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Started Dec 31, 2025, 02:30 PM UTC· resolved Dec 31, 2025, 06:36 PM UTC

1. investigating Dec 31, 2025, 02:30 PM UTC

   We are currently investigating reports of an issue affecting Mews Kiosk. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

2. resolved Dec 31, 2025, 06:36 PM UTC

   The observed spike of responses affecting Kiosk clients stopped occurring after ~14:00 UTC. No new occurrences have been detected since. Investigation confirmed the errors were caused by server-side transaction timeouts during bill retrieval, with no evidence of application logic failures. As the issue has self-resolved and is no longer reproducible, the incident is being closed. The situation will continue to be monitored and followed up systematically.

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Started Dec 19, 2025, 11:33 AM UTC· resolved Dec 19, 2025, 02:07 PM UTC

No vendor updates were posted for this incident.

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