Oct 13, 2026
Alongside the recording notice, Voice AI and the new Knowledge Base, this release brings your own message variables, desk phones, a lot for Cloudbeds and Mews properties, and a long list of smaller improvements.
Owners and managers can now create the organization's own fields under Organization settings → Custom fields — your Wi-Fi password, say, or a field for each room with access instructions you don't want on your public website. Each becomes a variable you can drop into messages, snippets, and automations from the Custom group in the picker, so an automation that branches by room can send each guest the right directions.
This is especially handy on Cloudbeds, which has no place to keep private room directions or instructions.
Fields can be a link, one line of text, or longer text.
Rename a field without breaking messages that use it.
With link shortening on, editing a link updates the short links you've already sent.
Put a physical desk phone at the front desk and it rings on the same call routing as everything else.
Each phone shows as online or offline in Organization Settings → Hardware Phones.
Calls from a desk phone show your property's number as caller ID.
Staff can dial each other with short extensions (1 to 6 digits).
All you need is a supported SIP desk phone. You can add and set it up yourself under Organization Settings → Hardware Phones.
Online check-in through Guest Experience — with Guest Experience check-in links switched on, Hello Hotel notices when a guest finishes pre-check-in, so the online check-in completed trigger and online check-in conditions work just as they do on Mews.
Door codes — choose which reservation field holds the code under Integrations → Cloudbeds → Door codes, and it's ready to drop into messages.
Payment links for the outstanding balance open reliably for guests.
Merge duplicate guests, applied in Cloudbeds too.
Install from the Cloudbeds Marketplace, and bookings made before you connected now come across, up to two years ahead.
The payment link now asks only for the outstanding balance, so a stay that's already paid gets no link.
The add-a-card link opens a simple page where the guest saves a card to their reservation. Nothing is charged or held.
The "has card on file" automation conditions now recognise a card saved in Mews.
The AI only quotes rooms and rates from your booking engine's own list, and your booking engine URL is now the on/off switch for rate quotes. No separate toggle.
Remove this number takes a disputed number off one or more contacts, and it stays off through PMS syncs.
When three or more contacts share a number, merge them in one go. Pick up to 10 and choose which to keep.
Skip the form during business hours — visitors see just a message box and a Start chat button (a toggle in the Live human chat card, off by default).
A privacy notice now sits under the chat box, linking to your privacy policy.
See who's typing — on web, a teammate typing a reply shows as "Jane is typing…", alongside who's viewing the conversation.
A Past filter in the conversation list, to see guests who've checked out.
Start an AI draft from a snippet.
Guest status follows your property's own calendar day, so a guest arriving tomorrow no longer shows as Checking In the night before.
A late answer still connects if the caller is still hearing your voicemail greeting.
Greetings can run up to 2 minutes, and uploaded files can be up to 10 MB.
New phone menu options start on the number's own team routing.
The calling tree keeps its menu when you switch it off, and switching it back on restores it as it was.
Placeholder phone numbers in your PMS, like repeated digits or two numbers in one field, are ignored when guests sync.
Only owners and managers can buy or remove a phone number.