Mews Incident History

1. resolvedOct 29 · 17:16 UTC

   This incident has been resolved. If you still have trouble logging in or notice slow performance, please contact our support team.

Reported by Mews on their status page.

1. resolvedOct 28 · 10:25 UTC

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

Reported by Mews on their status page.

1. ResolvedOct 28 · 10:25 UTC

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

Reported by Mews on their status page.

1. resolvedOct 27 · 10:09 UTC

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

Reported by Mews on their status page.

1. ResolvedOct 27 · 10:09 UTC

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

Reported by Mews on their status page.

1. resolvedOct 22 · 15:27 UTC

   Booking.com has resolved the issue! We are staring the recovery process of inventory updates. The changes made between created between 11:00am UTC and 15:00 UTC today were delivered to booking.com with a delay. We can also confirm that we see reservations coming in from Booking.com. We expect Booking.com to send us all reservations (created or modified) during the outage interval. We are still monitoring the recovery process

Reported by Mews on their status page.

1. ResolvedOct 22 · 15:27 UTC

   Booking.com has resolved the issue!We are staring the recovery process of inventory updates. The changes made between created between 11:00am UTC and 15:00 UTC today were delivered to booking.com with a delay.We can also confirm that we see reservations coming in from Booking.com. We expect Booking.com to send us all reservations (created or modified) during the outage interval.We are still monitoring the recovery process

Reported by Mews on their status page.

1. resolvedOct 21 · 22:33 UTC

   In response to the Critical PHP Vulnerability announced today, all potentially impacted instances were patched. We continue to monitor the situation diligently. No customer impact was observed. Thank you for your understanding.

Reported by Mews on their status page.

1. ResolvedOct 21 · 22:33 UTC

   In response to the Critical PHP Vulnerability announced today, all potentially impacted instances were patched. We continue to monitor the situation diligently. No customer impact was observed. Thank you for your understanding.

Reported by Mews on their status page.

1. resolvedOct 19 · 22:13 UTC

   Between approximately 16:50 and 19:20 UTC, outgoing emails from Mews were delayed by up to 45 minutes. This affected all email types, including two-factor authentication and sign-in emails, booking confirmations, invoices, and guest communications. As a result, some users were unable to sign in to Mews during this period. The cause was a progressive slowdown in the background service that processes the email queue. We restored full processing capacity at 19:20 UTC, after which the backlog of delayed emails was sent and delivery returned to normal. We have monitored the service since then and confirmed that it remains stable. We apologize for the disruption.

Reported by Mews on their status page.

1. ResolvedOct 19 · 22:13 UTC

   Between approximately 16:50 and 19:20 UTC, outgoing emails from Mews were delayed by up to 45 minutes. This affected all email types, including two-factor authentication and sign-in emails, booking confirmations, invoices, and guest communications. As a result, some users were unable to sign in to Mews during this period.The cause was a progressive slowdown in the background service that processes the email queue. We restored full processing capacity at 19:20 UTC, after which the backlog of delayed emails was sent and delivery returned to normal. We have monitored the service since then and confirmed that it remains stable.We apologize for the disruption.

Reported by Mews on their status page.

1. resolvedOct 19 · 19:31 UTC

   This issue is resolved. All accounting ledger data has been processed, and accounting ledgers are now up to date for all properties. All pending trial balances have been generated, and new ones are being generated without delay. No data was lost. We apologise for the inconvenience and thank you for your patience.

Reported by Mews on their status page.

1. ResolvedOct 19 · 19:31 UTC

   This issue is resolved. All accounting ledger data has been processed, and accounting ledgers are now up to date for all properties. All pending trial balances have been generated, and new ones are being generated without delay.No data was lost. We apologise for the inconvenience and thank you for your patience.

Reported by Mews on their status page.

1. resolvedOct 18 · 04:39 UTC

   This issue is now resolved, some properties saw slow responses and errors in Mews when checking in guests or making changes to reservations. This included changing dates, adding products, cancelling and locking reservations. Some actions took around 30 seconds and then failed. Viewing reservations and checking out guests were not affected. We are sorry for the disruption to your front desk. We’re reviewing what happened so we can catch this kind of issue sooner in future.

Reported by Mews on their status page.

1. ResolvedOct 18 · 04:39 UTC

   This issue is now resolved, some properties saw slow responses and errors in Mews when checking in guests or making changes to reservations. This included changing dates, adding products, cancelling and locking reservations. Some actions took around 30 seconds and then failed. Viewing reservations and checking out guests were not affected.We are sorry for the disruption to your front desk. We’re reviewing what happened so we can catch this kind of issue sooner in future.

Reported by Mews on their status page.

1. resolvedOct 15 · 18:51 UTC

   All Booking.com reservations delayed between 11:15 UTC and 17:55 UTC have been delivered to Mews, and the connection is operating normally. If you still notice a missing Booking.com reservation, please compare with the Booking.com Extranet and contact Mews Support.

Reported by Mews on their status page.

1. ResolvedOct 15 · 18:51 UTC

   All Booking.com reservations delayed between 11:15 UTC and 17:55 UTC have been delivered to Mews, and the connection is operating normally. If you still notice a missing Booking.com reservation, please compare with the Booking.com Extranet and contact Mews Support.

Reported by Mews on their status page.

1. resolvedOct 9 · 13:47 UTC

   The issue is now fully resolved. Mews is now operating as expected. Affected customers will be contacted with the process to fix affected invoices.

Reported by Mews on their status page.

1. resolvedOct 8 · 15:43 UTC

   Delayed updates were successfully synchronized to channel managers.

Reported by Mews on their status page.

1. resolvedOct 6 · 15:17 UTC

   Between approximately 09:55 and 14:29 UTC on October 6, some reservations requiring a new loyalty membership failed to appear in Mews. This affected 62 properties. The issue is fixed and the bookings have been reprocessed. Please check your booking channels for any reservations still missing from Mews.

Reported by Mews on their status page.

1. ResolvedOct 6 · 15:17 UTC

   Between approximately 09:55 and 14:29 UTC on October 6, some reservations requiring a new loyalty membership failed to appear in Mews. This affected 62 properties. The issue is fixed and the bookings have been reprocessed. Please check your booking channels for any reservations still missing from Mews.

Reported by Mews on their status page.

1. resolvedOct 5 · 16:26 UTC

   System access is restored.

Reported by Mews on their status page.

1. ResolvedOct 5 · 16:26 UTC

   System access is restored.

Reported by Mews on their status page.

1. resolvedOct 5 · 19:00 UTC

   Reservation processing and inventory synchronization between Mews and distribution channels are now fully operational. All delayed updates have been processed.

Reported by Mews on their status page.

1. ResolvedOct 5 · 19:00 UTC

   Reservation processing and inventory synchronization between Mews and distribution channels are now fully operational. All delayed updates have been processed.

Reported by Mews on their status page.

1. postmortemOct 8 · 08:05 UTC

   Problem
   On 2 October 2026 at 15:14 CEST, POS became slow or unavailable for all customers for approximately 27 minutes. Customers could not log in or complete transactions.

   Action
   The team identified the cause and reversed a configuration change within 20 minutes of the first alert. Service was fully restored by 15:41 CEST, and operations returned to normal shortly after.

   Causes
   An unexpected increase in incoming payment notifications put excessive load on the POS database, which slowed down and then interrupted the service.

   Solutions
   The configuration change was immediately reversed to stop the notification flood. We are now improving the notification handler to filter out irrelevant messages before re-enabling the feature, with a staged rollout plan that includes database monitoring at each step.

Reported by Mews on their status page.

1. resolvedOct 4 · 18:22 UTC

   This incident has been resolved.

Reported by Mews on their status page.

1. ResolvedOct 4 · 18:22 UTC

   This incident has been resolved.

Reported by Mews on their status page.

1. resolvedOct 2 · 07:22 UTC

   The new accounts were provisioned and the functionality is working.

Reported by Mews on their status page.

1. ResolvedOct 2 · 07:22 UTC

   The new accounts were provisioned and the functionality is working.

Reported by Mews on their status page.

1. postmortemOct 7 · 08:10 UTC

   Problem

   On 2026-09-29T14:30:06Z, AI-powered features in Mews — including AI guest messaging, AI property guidelines, and smart task suggestions — became intermittently unavailable or degraded. This was caused by an outage affecting Azure OpenAI and Azure AI Foundry services in the Sweden Central region, combined with a concurrent degradation of Anthropic's Claude service. Core Mews functionality was not affected.

   Action

   Our team detected the issue promptly and confirmed that AI features were unavailable due to the upstream outage. We published a status page update to inform customers, monitored the situation throughout the afternoon, and confirmed full recovery on 2026-09-29T19:06:00Z once Azure services returned to normal.

   Causes

   The outage was caused by infrastructure issues at Microsoft Azure affecting their OpenAI and AI Foundry services in the Sweden Central region. Azure reported that a backend service responsible for managing request metadata experienced timeouts when reading from dependent database and caching layers, resulting in intermittent failures and increased latency for customers in that region. Anthropic's Claude service also experienced concurrent degradation.

   Solutions

   The issue was resolved by Microsoft Azure restoring normal operations in the Sweden Central region. On our side, we are working on adding in-product indicators so customers are clearly informed when AI-powered features are temporarily unavailable, and we are reviewing our integration points to ensure features recover automatically once upstream services are restored.

Reported by Mews on their status page.

1. ResolvedSep 30 · 08:06 UTC

   The impact from the issue is over as of Tuesday 29th 8PM utc

Reported by Mews on their status page.

1. postmortemOct 8 · 16:08 UTC

   Moroccan properties unable to create reservations (28 September 2026)

   What happened

   On 28 September 2026, for about four hours, staff at most of our properties in Morocco, and guests booking online with them, saw errors when creating or changing reservations. Pricing and availability could not be loaded, so new bookings could not be completed.

   Why it happened

   Morocco moved to a permanent UTC+0 time zone on 20 September 2026. Web browsers and devices received this change at different times, but the time zone data used by our servers was not updated. The two disagreed about when each day starts, so our system rejected the requests.

   What we did

   Once the issue was reported, our engineering team identified the cause within about an hour and prepared a targeted fix. It was live by 17:37 UTC and verified in production by 17:58 UTC. Reservations, pricing and availability have worked normally since then.

   Reservation times created during the affected period may display one hour off in some views. Our support team can help with any questions.

   What we're doing to prevent it

   • Upgrading our time zone database to the current version, which already includes Morocco's change.
   • Monitoring for this type of error, so we catch it within a day.
   • Tracking upcoming time zone rule changes in the countries where our customers operate.

   We apologise for the disruption this caused to you and your guests.

Reported by Mews on their status page.

1. postmortemOct 7 · 14:50 UTC

   Problem

   On 9 September between 21:07 and 21:25 CEST, the Mews platform experienced a performance degradation lasting about 18 minutes. About half of requests to the application and API timed out, including sign-in. Customers saw slow or unresponsive pages and intermittent errors. Some operations kept working, and no data was lost.

   Action

   Our automated monitoring detected the issue within seven minutes, and our support team was engaged within minutes to help affected customers. We kept customers informed through our status page and monitored until the service fully recovered at 21:25 CEST. We opened a case with our cloud provider the same evening.

   Causes

   A routine access change to our production database caused the incident. Because of how our tooling re-applied existing permissions, one small change became a large batch of permission updates. That batch caused the database replica that serves read traffic to stall. Our cloud provider has confirmed that the replica should have recovered far sooner than it did, and is working on improvements to how it recovers from this situation. The replica recovered on its own after about 18 minutes, and operations that write data were largely unaffected.

   Solutions

   • We are changing our database tooling to apply only the specific change being made, rather than re-applying every existing permission.
   • We are adding timing, announcement and approval controls for production database changes such as this one.
   • We are making infrastructure changes visible to our incident tooling, so similar changes are identified immediately.
   • We have added alerting on this type of database change, and are improving alerting on database connection errors.
   • We are working with our cloud provider on faster recovery from this replica behaviour, and adding a fallback so read traffic can continue if the replica is unavailable.

Reported by Mews on their status page.