Calistoga Spa Hot Springs, an independent geothermal mineral springs resort in California’s Napa Valley, has selected Mews, the operating system for hospitality, after more than two decades on another platform. The resort credits its in-person, on-site onboarding for how quickly its team adapted to this change.
Operated by the same ownership group since the 1960s, Calistoga Spa Hot Springs is known for its four geothermal mineral pools and volcanic ash mud baths, drawing guests to Napa Valley for multi-night stays. As an independent property, General Manager Mike Lennon wanted a system that matched the resort’s scale without adding complexity, along with the ability to communicate with guests before and after their stay.
Calistoga Spa Hot Springs now runs Mews PMS alongside Mews RMS, and is rolling out Flexkeeping, a Mews company, for housekeeping. They’re also looking forward to the launch of Mews Guest Messaging soon, and bringing even more of their operations into the same system. Rather than relying solely on remote setup, Lennon brought in Mews’ onboarding team on-site. He paired self-paced Mews University modules with in-person sessions for his managers, front desk agents and housekeeping staff, allowing configurations to be adjusted on the spot rather than through a support queue. With such structured onboarding, the property quickly moved to daily use of the system. On a typical day, around 50% of arriving guest’s check-in online, creating a moreefficient flow at the front desk so new arrivals can head straight for the pools. Guests can pre-order amenities such as a welcome bottle of wine or an extended pool pass, ahead of arrival.
“The Mews onboarding team were incredibly patient with us and made themselves available every time we threw a curveball at them,” said Mike Lennon, General Manager of Calistoga Spa Hot Springs. “Having them on-site with our front desk and housekeeping teams instead of over a screen made a huge difference. It’s an additional cost, but it was well worth it.”
“Calistoga Spa Hot Springs shows what an intuitive system paired with a hands-on team can do for an independent property,” said Michael Coscetta, President of Mews. “Mews is built so operators can get up and running fast on their own, and Mike’s team chose to bring our onboarding specialists on-site anyway to match the pace of a busy property. That’s the kind of hands-on partnership we want every operator to have access to.”
