When a reservation in Mews is checked out, Reviewflowz sends that guest a review request by email, SMS or WhatsApp, after the delay you choose. The review comes back tied to the stay and lands on the guest's customer profile in Mews, so your front desk sees it the next time that guest books. See the Mews integration.
How it works
A guest checks out in Mews.
The guest becomes a contact in Reviewflowz, with their room and how they booked.
The request goes out after your delay, on the channel you picked.
Their review is matched to the stay and written to their customer profile in Mews.
What triggers a request
Mews event | When it fires | What comes across |
A reservation is checked out | Near real time, plus a sweep every 4 hours | Name, email, phone, language, nationality, room number, space category, booking source and reservation number |
A reservation is canceled | Same | The stay is removed again |
One request per stay, and a returning guest isn't asked twice. Guests who haven't agreed to marketing in Mews aren't asked. Their stay is still matched to reviews. On connect we import 90 days of past checkouts to match older reviews. None of those guests is messaged.
Connect Mews
In Mews Operations, open the main menu, then Marketplace, then My subscriptions. Click Edit on Reviewflowz, then the icon at the top right of the page to show its Access token, and copy it. You need an Admin role with two-factor authentication on to see it.
In Reviewflowz, open Integrations, then the Automate review requests tab, and click the Mews card. Click Connect Mews, paste the token into Mews Access token and confirm with Connect Mews.
For a hotel group, add each hotel with Connect another hotel and its own token, or ask Mews for a portfolio token that covers them all (this needs a location-based Reviewflowz account).
Connecting creates a request called "Mews review requests", switched off until you've checked it.
Link your properties to locations
Linked properties lists each property in Mews with a Location picker. That location decides which review page the request points to, so Casa Aurelia Lisboa and Casa Aurelia Porto each collect on their own Google profile. A property left Not linked is tracked, and its guests are never messaged. Added a hotel? Click Refresh property list.
Set up the request
When. Send the first message 1 day after checkout, while the stay is fresh, and a reminder 3 days later. Options run from as soon as possible to 7 days, with up to 3 messages that stop once a guest clicks, reviews or unsubscribes.
Channel. Email, SMS or WhatsApp, one per request, using the guest's email and phone from Mews. A guest without one is skipped, with no fallback to another channel.
Message. For email, set the From name ("Casa Aurelia"), the subject, the body and the button text ("Share your stay"). With
{{first_name}}in the subject, Amélie reads "How was your stay with us, Amélie?". SMS counts to 160 characters, link included. WhatsApp uses an approved template. Send myself a test shows what a guest receives.Direct reviews to. Smart routing shows one button and picks the site per guest, aiming for the most reviews, a target rating or a target number of 5-star reviews. Show all options on the email shows one button per site, on email only.
Turn it on
Click Turn requests on. Only guests who check out after their property was linked get a request, and anyone who checks out while requests are off is never sent one.
See what it brings back
The Requests page counts Contacts, Requests, Clicked CTA, Matched and Stopped. Each matched review shows its stay, such as "Stayed 10–13 Oct · Room 304 (Junior Suite) · via Expedia". Filter to Matched for every guest whose review came back. The CRM Integration widget on your Dashboard tracks the totals.
Write reviews back to Mews
This is what sets Mews apart. Under Send review details back to Mews:
Setting | Default | What it does |
Write review details back to Mews | On | Adds a note with the rating and review to the guest's customer profile |
Also add a note to the reservation | Off | Adds the same note to the stay |
Send a follow-up task for negative reviews to: | Don't create tasks | Creates a Mews task for the department you pick |
A review of 3 stars or lower is filed as a complaint, and the guest's customer profile gets the Previous complaint classification, alongside any it already has. Any task is due within 24 hours, and the department you picked (Guest Relations, say) sees it on their Dashboard. The note sits alongside the hotel's own notes and never overwrites them. Reviews left before the property was linked are never written back.
Good to know
Only the teammate who connected Mews can change its settings.
A portfolio token only allows the customer profile note. Reservation notes and tasks need each hotel on its own token.
If Mews rejects the token, Update Access token fixes it and keeps your settings.
Disconnecting works per property. Contacts and requests are kept.