On 20 April 2026, a newly enabled pricing-related flow caused a database performance issue that resulted in a full production outage.
Between 09:03 and 09:30 UTC, customers were unable to use Mews. During that period, users experienced login failures, guests could not view room prices or complete bookings through the Booking Engine, and some distribution partners may have missed reservations if their systems did not support retries.
We’re sorry for the disruption this caused.
After identifying the issue, we disabled the related feature flags and scaled up the production database to restore performance.
The customer-facing outage ended at 09:30 UTC, and we continued monitoring the system until the incident was fully resolved at 12:49 UTC.
The newly enabled flow triggered database queries that did not perform as expected under production traffic. This caused a rapid increase in database load and led to the outage.
The issue did not appear in lower environments, where traffic levels were not high enough to expose the problem before production release.
We are implementing the following improvements to reduce the likelihood and impact of similar incidents in the future.
We will strengthen how we review database queries and schema changes during development so performance risks are identified earlier.
For higher-risk changes, we will use a more gradual rollout approach and closer monitoring during initial production enablement.
We will improve performance testing so new feature paths are exercised in conditions that better reflect production usage.
We take the reliability of Mews seriously and are strengthening our rollout, testing, and performance review practices to reduce the chance of this happening again.