Problem

Between approximately 01:15 and 04:22 UTC on 18 October 2026, some properties experienced delays or failures when checking in guests, changing reservation dates, adding products, cancelling reservations, or locking and unlocking reservations in Mews. Affected actions took around 30 seconds before failing. Viewing reservations and checking out guests were not affected.

Action

Our team identified the issue and applied a fix to the database that restored normal performance. We confirmed recovery directly with affected properties.

Causes

A scheduled internal database maintenance task caused the system to choose a slower method for looking up reservation data. This made certain reservation operations much slower than normal, leading to timeouts.

Solutions

We corrected the database configuration to restore fast data lookups and added safeguards to prevent the same issue from happening again. We are also improving our monitoring so we can detect this type of problem before it affects properties.