Offboarding from Mews

To terminate your contract with Mews, contact your Customer Success Manager or use the Mews Digital Assistant in Mews Operations, and provide a written termination letter so you receive a receipt of termination.

Note: Notice periods differ by contract model, verify the Terms and Conditions in your contract for the details that apply to you.

The Mews team sends email reminders so you can complete every task before your termination date. The communication you receive depends on when Mews confirms your termination:

1. Once Mews confirms your termination, Mews sends you a termination confirmation via email.
2. Your Mews account displays a termination banner.
3. If Mews confirms it more than a month in advance, you receive three email reminders - 1 month, 1 week and 1 day before the deletion date.
4. The final reminder is sent one day before your deletion date. On the deletion date, access is removed for all users and the account is deleted irrevocably.

There are two key dates during your offboarding process and it is important to note that they are often not the same date:

• The date you stop using Mews: This is the date you stop taking reservations, checking guests in, taking payments and running daily operations.
• Your termination date: This is the contractual date your subscription ends and your account becomes eligible for deletion.

If you have stopped using Mews but your termination date is still in the future, put your account into a safe, dormant state for the gap in between. This stops the system acting on your behalf while no one is managing it, and avoids unexpected charges, emails being sent, and availability issues.

You need to complete the following list of tasks:

1. Disable payments. This prevents further automatic charges, captures or payment requests from being taken. Request for your payments to be disabled via the Mews Digital Assistant in Mews Operations.
2. Restrict availability on all future dates (Closed to Stay). This prevents any new reservations from coming in through your booking channels. To do this, in Mews Operations, go to the main menu  > Settings > Services > Click your Bookable services > Restriction > + Create new restriction.
3. Disable all emails. This includes confirmation, pre-arrival and scheduled emails, so the system stops contacting guests on your behalf. To do this, in Mews Operations, go to the main menu > Settings > Services > Bookable services > Visit options > Uncheck any email related settings > Save.
4. Disable auto check-in and check-out, if enabled. This stops the system from processing arrivals and departures for reservations you are no longer managing. To do this, in Mews Operations, go to the main menu > Settings > Services > Bookable services > Visit options > Uncheck any enable automatic check-in/out settings > Save.
5. Disable integrations, with one exception. Turn off your active integrations so connected systems stop syncing. Keep any fiscal, police or touristic reporting integrations enabled if you still need them to meet reporting requirements in your legal environment. Switching these off too early can leave you unable to meet a legal obligation, so only disable them once you are certain you no longer need them.

This dormant state covers the period before your termination date. The permanent steps for fully closing integrations and payment gateways at offboarding are in the Integrations and Payment gateways sections below.

This is the most important part of offboarding. Whatever you need after you leave, you export and store yourself before your termination date.

You can export every report in Mews, and the system delivers the file in .xlsx format. What you export, and how much history you keep, depends on your own operations and the legal requirements in your jurisdiction.

Note: You decide what to store externally, especially if you operate across several countries where requirements differ. Mews cannot advise on what you are legally obliged to keep, check with your accountant or legal advisor if you are unsure.

You may want to export the following reports:

• Reservation report, for both future and historical reservations. You need to move future reservations into your new property management system. Discuss with your new partner whether that is manual entry or an upload.
• Guest ledger and receivables, to follow up on outstanding invoices.
• Customer statistics report, for customer data.
• Accounting report, for your finance team.
• Payment report, for payments and to reconcile your payouts.
• Manager report, for a complete overview.
• Any other reports your business relies on or is legally obliged to keep.
• Properties in Germany: If you require a GoBD-compliant data set export, learn how to export it here. Keep in mind that German record-keeping rules, for example §147 AO, can require you to retain invoices and fiscal records for up to 10 years, so make sure you have everything you need before deletion.
• Properties in Austria: You need a final receipt from your Registrierkasse integration. To find this, in Mews Operations, go to the main menu  > Finance > Fiscal record report.

Inform or terminate your integration partners, such as channel managers and reservation management systems, depending on whether you are moving them to a new partner or ending the partnership. Once you no longer need an integration, deactivate and delete it in Mews via Mews Operations > Marketplace > My subscriptions.

Some integrations have to be deleted manually to avoid ongoing charges:

• Mews integrations: You need to manually delete Mews integrations, such as, Mews Analytics or Mews Premium support before offboarding.
  • Mews Premium Support has a 3-month cancellation policy, so cancel it ahead of time.
• Merchant integrations: You cannot delete Merchant integrations, such as, Stripe or Adyen, yourself. The Mews Support team removes these after your notice period.
• FC-IT integrations: If you have custom-built Power BI reports, inform FC-IT of your offboarding to avoid future invoicing.
• Omniboost: If you have Omniboost integrations, inform Omniboost of your offboarding to avoid future invoicing.

For merchant providers Stripe and Adyen, Mews stops payouts before offboarding in case of further chargebacks. On account deletion, Mews automatically pays out the remaining balance to you.

If your property has a chargeback deposit, Mews:

• Pays out the merchant balance up to the deposit amount,
• Keeps the deposit for 90 days after offboarding, and
• Releases the deposit after 90 days.