Before you import your stayover reservations, make sure you’ve already imported your future reservations.

Step 1: Shorten the reservation in your current PMS

  1. Open the reservation in your current PMS, and shorten it so that it ends on the same day as your go-live with Mews. For example, if your go-live date is March 15th, shorten the reservation so that it ends on March 15th.
  2. Close the bill. Guests with stayover reservations will receive two bills for their stay—one issued from your old PMS (from arrival date to go-live date) and one from Commander (from go-live date to departure date).

Step 2: Add the reservation to Commander

Manually add reservations (recommended option)

  1. Create each reservation in Commander with the new arrival date (your go-live date).For example, if your go-live is March 15th, the reservation should start on March 15th.
  2. Make sure that the total price in Commander does not include anything that was settled prior to go-live.

Import stayover reservations

Download the import spreadsheet

  1. Go to Main menu > Settings > Property.
  2. Click the Import customers icon in the top right corner.
  3. Click the Download empty template icon in the top right corner.

Update the import spreadsheet

  1. Open the Excel spreadsheet.
  2. Add the reservation with the new arrival date (your go-live date).
  3. In the Total Price column, add any remaining costs for the reservation. This price shouldn’t include anything that was settled prior to go-live.
  4. In the Allocated Room Number column, add the corresponding room number in Mews so that reservations are assigned correctly.
  5. Save the Excel spreadsheet.

Import customers

  1. Go to Main menu > Settings > Property.
  2. Click the Import customers icon in the top right corner.
  3. Under File, click Choose file.
  4. Select the import file on your computer.
  5. Click Import customers.You will receive an email when the import is finished.
  6. View the status of the import in the Installations Queue. If the import failed, click on it to see a detailed list of the errors. Successful imports will be marked in green with Success in the status column.

Step 3: Verify the reservation import

Check the Reservation Report to ensure the reservations were correctly uploaded:

  1. Click Reservation report on the Dashboard or go to Main menu > Reservations > Reservation report.
  2. In the Origins filter select Import.
  3. Click OK > View report.

Not working?

If there's a problem with your import, check the error report to find out why. To view the report:

  1. Go to Main menu > Queues > Installations.
  2. Click on the installation code to see the errors.

Learn about resolving common import errors in our Mews University course.

Common import errors

Errors in Commander

Some errors need to be fixed directly in Commander (for example, if a product name is misspelled). To fix the error:

  1. Update the incorrect information in Commander (for example, the misspelled product name).
  2. Go to Main menu > Queues > Installations.
  3. Click on the installation code.
  4. Click the Execute icon to run the job again.
  5. Refresh the Installation queue items screen to update the status of the upload.

Errors in the template

Some errors occur because the system does not recognize the information in the template. Common template errors occur because of:

  • Incorrect format used in the Date columns.
  • An outdated import file.
  • The Company tab being removed from the template.

Once you have fixed any errors in your template, upload the corrected file to Commander.

Dates are formatted incorrectly in the template

  1. Open the import template in Excel.
  2. Select the whole column with the faulty date format (for example, Arrival date).
  3. In the toolbar, click on the Data tab.
  4. In the Data tools section, click Text to columns.
  5. Make sure the Delimited checkbox is selected, then click Next.
  6. Click Next again.
  7. Under Column data format, select Text.
  8. Click Finish.

Pending status not updating

If the status of the upload on the Installation queue items screen is in Pending status for a long time, contact our customer care team so they can investigate.

Note: Do not try to upload the file again—in case the initial upload was successful, you'll create a duplicate of your reservations. These will then need to be manually cancelled, which will negatively impact your cancellation statistics

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