Channel Managers are delayed in processing; Space status page cannot be opened

Incident Report for Mews

Postmortem

Problem

On 19 February 2026, between 10:53 and 12:10 UTC, a code change caused two issues

Users were unable to open the detail page of individual rooms from the timeline, reservation preview, or the space status report.
Reservation synchronization via channel managers stopped processing, causing delays in updates from connected distribution channels. The total duration of customer impact was approximately 1 hour and 17 minutes.

Action

The engineering team identified the faulty code change and rolled back the affected release. The backlog of updates from channel managers was then fully processed within 18 minutes.

Causes

A recent code change caused failures in querying history of changes of individual rooms, making the pages displaying such data and reservation synchronization fail.

Solutions

The faulty code change was rolled back and the underlying issue is being fixed. We are also strengthening our deployment safeguards and quality gates to reduce the likelihood and impact of similar incidents in the future.

Posted Mar 06, 2026 - 03:54 CET

Resolved

We have confirmed that this incident is fully resolved. Both affected services have been restored:

- Channel Manager synchronization - Reservation processing is working as expected. All remaining reservations in the queue will be processed correctly.
- Space Status page - The Space Status page in Mews Operations is accessible again.

Please note: Due to the backlog accumulated during the incident, there may be delays of up to 30 minutes before all reservations are fully synchronized. No action is needed from your side.

Posted Feb 19, 2026 - 13:33 CET

Update

We have identified and rolled back the root cause of two related issues affecting Mews Operations:

Channel Manager delays: Reservation synchronization via Channel Managers is delayed.
Space Status page: The Space Status page in Mews Operations is currently unavailable.

We've rolled back the root cause and we are actively monitoring Channel Manager processing to confirm full recovery. We will provide an update once normal operation is restored.

We apologize for the disruption and appreciate your patience.

Posted Feb 19, 2026 - 13:18 CET

Monitoring

Fix is deployed and we are monitoring it on production

Posted Feb 19, 2026 - 13:11 CET

Identified

We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.

Posted Feb 19, 2026 - 13:02 CET

Investigating

We are currently investigating reports of an issue affecting Mews. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

Posted Feb 19, 2026 - 12:53 CET

This incident affected: Mews Operations.