Issues with check-in, check-out and new reservation creation

Incident Report for Mews

Postmortem

Problem

On August 24, 2025, the Mews users were not able to create reservations. This problem lasted approximately 1 hour and 46 minutes.

Impossible to create new reservation.
All user flows dependent on pricing were not working.

Action

The Mews Platform team redirected the traffic and bypassed the Pricing service.

Causes

The Mews Pricing service was in unhealthy state likely due to infrastructure maintenance on 3rd party side.

Solutions

We took actions to make infrastructure more robust and resilient for the future by setting up more instances of Pricing service.

Posted Sep 05, 2025 - 08:32 CEST

Resolved

We've gone through the logs for the pricing services and we can confirm all calls are processing as expected now.

All of the failing operations, like those related to reservations are now processing succcessfully.

Posted Aug 24, 2025 - 06:42 CEST

Monitoring

All is operational again and check-in/check-out flow issues should be resolved.

An issue was identified with the Pricing Service in the production environment, impacting reservation-related actions dependent on the price matrix. The team investigated and implemented corrective actions, including restarting and reconfiguring the affected service. Additional scaling measures were applied to ensure stability and improve throughput.

Following these steps, application and API performance has returned to normal levels, and the Pricing Service is operating as expected.

Posted Aug 24, 2025 - 06:34 CEST

Investigating

We have identified an issue affecting check-ins, check-outs, and creating new reservations. Our R&D team is currently investigating the cause. We will provide an update as soon as we know more.

Posted Aug 24, 2025 - 05:46 CEST

This incident affected: Mews Operations, Mews Guest Experience, and Mews Open API.