Is Mews Down?

# Moroccan properties unable to check out some reservations ## Problem From 4 November 2026 at 13:14 CET, staff at Moroccan properties could not check out guests on some reservations and saw the error "Cannot add or modify consumed items". On those reservations, overnight stays also showed and were billed one day early. We're sorry: this stopped front desks from checking out departing guests. ## Action We opened an incident at 13:03 CET on 5 November and proved a fix on one reservation at 14:43 CET. We then corrected each property one at a time. By 16:25 CET all properties could check out normally. ## Causes Morocco now stays on the same time all year from 20 September 2026. When we updated Mews to this rule on 4 November, we did not adjust nights before 4 November or charges already on a closed bill. Those nights stayed one calendar day early, which blocked checkout. --- [2026-11-05T16:44:20.058+01:00] (resolved) This incident has been resolved. --- [2026-11-05T15:53:03.433+01:00] (monitoring) The issue was pinpointed to a specific race condition and the mitigation has started. All impacted properties will be back to normal within 30 minutes. --- [2026-11-05T13:50:35.859+01:00] (identified) The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

All the failed updates were successfully resend to booking.com --- [2026-11-04T12:58:40.826+01:00] (monitoring) The outage on booking.com side has been resolved. The retry of all the failed price, restriction and availability updates is in the progress. Missing reservations will shortly appear in Mews. --- [2026-11-04T12:15:37.067+01:00] (identified) Booking.com is experiencing an outage. https://connectivity-status.booking.com/ We are monitoring situation from our side. Once the outage is resolved all the updates will be automatically sent to booking.com --- [2026-11-04T12:02:03.636+01:00] (investigating) We are unable to reach booking.com APIs. We are investigating the issue. Currently no updates are automatically sent to booking.com nor any reservations are retrieved from booking.com

This incident has been resolved. --- [2026-11-05T17:08:37.332+01:00] (monitoring) The team has resolved the performance degredation for our customers in Norway, and we are closely monitoring the system to ensure stability. --- [2026-11-05T14:08:42.115+01:00] (investigating) Today, November 5, some properties in Norway, Sweden, Finland, Denmark and Spain are experiencing slow loading in Mews, which may delay front-desk work during check-in, although completing the check-in itself is unaffected. We’re working to restore normal performance and will share another update; no customer workaround is currently confirmed. --- [2026-11-05T13:52:45.234+01:00] (investigating) We have noticed a downgraded performance of the system. We are currently looking into it. There is a slowness reported from Nordic properties. Thank you for your patience. --- [2026-11-04T17:07:37.368+01:00] (monitoring) We are continuing to investigate slower performance in Mews for customers connecting from Norway, and some customers in Sweden. Mews remains available, but some pages, such as the reservation timeline and reports, may still load more slowly than usual. Mews systems themselves are working normally. The provider has escalated the issue to its engineering team, and we have also raised it with our hosting provider. We are continuing to work with them to resolve it. We will post another update if anything changes. Thank you for your patience. --- [2026-11-04T13:24:42.542+01:00] (monitoring) We have identified the cause of the slower performance affecting customers connecting from Norway, and some customers in Sweden. The issue is in the network connection between our internet provider's Oslo location and our servers. Mews systems themselves are working normally. Performance has improved over the last hour but is not yet fully back to normal. Some pages, such as the reservation timeline and reports, may still load more slowly than usual. We are working with the provider, who is actively investigating. We will post another update if anything changes. Thank you for your patience. --- [2026-11-04T11:25:30.870+01:00] (investigating) We are continuing to investigate slower performance in Mews for customers connecting from Norway, which started at 08:35 CET (07:35 UTC). Mews remains available, but some pages may load slowly, especially those that load more data, such as the reservation timeline and reports. Customers in other regions are not affected. Our systems are operating normally. The issue appears to be with the network connection between our internet provider's Oslo location and our servers. We have escalated the issue with the provider and are working on ways to reduce the impact. Thank you for your patience. --- [2026-11-04T10:49:43.211+01:00] (investigating) We are seeing slower performance in Mews for customers connecting from Norway and Germany since 08:35 CET (07:35 UTC). Pages such as the reservation timeline and reports may take longer than usual to load. Customers in other regions are not affected. Our investigation points to a connectivity issue at a third-party network provider's Oslo location, not to Mews systems. We are working to resolve it. We will post another update within 30 minutes. Thank you for your patience.