AI guest messaging for Resly
TravelPal answers a Resly guest inside the guest's own Airbnb, Booking.com or VRBO thread. Every other guest is answered by email.
One Resly connection works in both directions. Each item is explained below.
What TravelPal reads from Resly
Resly is used by hotels, hostels and management-rights buildings in Australia and New Zealand. In these buildings, holiday lets and permanent residents share one block and one Resly account.
The room is the property, the room type is the description
Resly keeps a room and a room type apart. The room is the unit a guest sleeps in. The room type is the category it was sold under. TravelPal links each property to the room. So eight units in one category never use a ninth unit's check-in instructions. The room type gives the detail: address, photos, amenities and occupancy. It also gives Resly's switches for pets, smoking, events, children and adults only. These are the only house rules Resly carries. So an answer is about the unit the guest is in, not the rate category.
Bookings arrive with the agent that sold them
Resly records the selling agent as text your own team sets up. It is not a fixed list of vendors. So TravelPal checks the agent code and the agent name before it decides a guest came from Airbnb. Arrival and departure are windows, such as 3:00PM to 4:00PM, not one clock time. TravelPal uses the earliest hour the guest gave. A waitlisted booking counts as no booking. So nobody is greeted for a room they do not have yet.
A finished stay keeps the status it had
Resly has four booking statuses: confirmed, pending, waitlist and cancelled. It has no completed or checked-out status. So a booking still reads as confirmed long after the guest has left. TravelPal uses the check-out date on the booking, not the status. A stay that ended last month is never treated as a guest still in the room.
Channel, email and SMS history for one stay
Resly keeps all three in one conversation record. That record is the only way to reach the email and SMS history. TravelPal reads it with the oldest line first, because Resly states no order for its history. So the concierge starts already knowing what your desk has said. Resly announces a changed booking without saying what changed. So TravelPal reads the whole booking again and checks the window again for anything the announcement missed.
Extras already charged to the folio
A folio is the bill for a stay. Resly's service items are the transfers, extra cleans and late checkouts your desk already added to a booking. They use the booking's own currency, usually Australian dollars. TravelPal reads them so a guest is never sold something they have already bought.
Door codes and wifi passwords stay behind
The wifi network and its password sit on a Resly room or booking as ordinary fields. So do the key number, the kiosk PIN, your housekeeping notes and your internal notes. TravelPal removes every one of them before anything reaches the concierge. So no answer can give out an access code. See how we decide what a guest may be told.
What TravelPal writes back to Resly
Every message goes out through Resly, never around it. So your Resly inbox shows exactly what each guest was told.
Replies inside the channel thread
For Airbnb, Booking.com and VRBO, Resly posts into the thread the guest already has in the booking app. TravelPal sends there, through Resly and never around it. The guest answers where they booked, and your desk keeps the whole conversation in the Resly inbox.
Email, with a subject that matches the message
Resly requires a subject line on an email. TravelPal uses the first line of the reply as the subject, not a branded template. A subject that does not match the message is how a guest decides it is spam.
Expedia guests are answered by email
The only channel threads Resly documents are Airbnb, Booking.com and VRBO. An Expedia booking is answered by email, because TravelPal does not guess a thread that may not exist. If a booking has no email address, TravelPal tells your team the guest is unreachable. It is not skipped in silence.
SMS only when your team asks for it
Resly can text the guest's mobile number, and TravelPal will, but never by its own choice. A text nobody expected costs you money and feels like a different kind of contact. So it goes out only where your team has chosen it.
Connected in four steps
Resly turns on API access for your account. TravelPal does the rest itself.
Activate TravelPal in Resly's Integration Marketplace
Resly issues API keys from the Integration Marketplace inside Resly, not from a general settings screen. Open the TravelPal listing there, click Activate Integration, then Generate API Key. Resly issues the key with the three scopes this connection uses: Read Reservations, Read Messages and Create Messages. If the listing does not show for your account, one note to your Resly account manager arranges it.
Paste the account ID and the key into TravelPal
Resly shows the account ID beside the key on the same screen. You copy both at the same time. Resly also publishes a test host. So you can prove the connection with test data before it reaches a real guest. Deactivate Integration in Resly ends the connection immediately, whenever you want.
Set the time zone for each building
Resly gives a room an address, a city and a state, but never a time zone. TravelPal sets the zone with you during setup. Queensland does not observe daylight saving, while New South Wales and Victoria do. Every scheduled message, quiet-hours limit and upsell cutoff is measured against this zone: see how the timing works.
Rooms import, and residents are left alone
Active rooms become properties, one per unit. So two rooms with the same room type arrive as two properties, each with its own check-in instructions. TravelPal skips a room that Resly marks as let to a long-term tenant. It also skips any room not set to active. So the concierge is never pointed at somebody's home.
TravelPal shows the connection at every step: connected, last update, and any error in plain words. To see the other setup steps, read what onboarding involves.
What the Resly connection will not do
Know the limits of Resly before you turn anything on. Every property management system has its own limits. TravelPal works inside them, not around them.
Sold extras reach your desk, not the Resly booking
Resly publishes a read for service items and no write. Its arrival and departure windows are read-only. TravelPal offers no paid late checkout on a booking that came from Resly. It does sell an extra clean or a damage waiver. Your team gets one line to add in Resly. See how the upsells work. The only field Resly documents as writable on a booking is the door PIN. TravelPal never touches it. Everything TravelPal puts into Resly is a message.
Channel, email and SMS all reach the guest
These three are the whole of Resly's message types. So a Resly conversation has no place that your team can read and a guest cannot. TravelPal will not fake one by posting something the guest can see. It does not guess. It holds a reply it is not sure about and asks your team where they already work.
A night cannot be checked or held in Resly
Resly reports free units as a count per room type, not per room. So it cannot say whether this one unit is free tomorrow. It also publishes no way to hold a date. So TravelPal does not sell a night on a booking that came from Resly. A guest who asks to stay longer gets an answer. Your team is given the dates to price and confirm.
Everything from your side reads as the property
Resly has two words for who sent a message: guest and property. A person at your desk, a Resly automated message and TravelPal all arrive as the same one, property. TravelPal knows its own messages by the message ID Resly returns. It treats every other property message as one of your people, and stays quiet. That is the safe direction. It also means a Resly automated message can quiet the concierge until the guest writes again. Tell us which of your Resly messages are automatic, and we tune the rule around them.
When TravelPal's AI is not sure, it stops and asks your team instead of guessing. This rule is the same on every system: see the safety guardrails.
Resly integration FAQ
Does Resly have to switch something on before I can connect?
Yes. Resly issues API keys only through the Integration Marketplace inside Resly. So the TravelPal listing must be available to your account first. That is a note to your Resly account manager, not a form. Then you open the listing, click Activate Integration and then Generate API Key. Resly issues the key with Read Reservations, Read Messages and Create Messages. Deactivate Integration ends the connection the same way, immediately.
Will an Airbnb guest see the reply inside Airbnb?
Yes. Resly writes into the guest's own channel conversation for Airbnb, Booking.com and VRBO, and TravelPal sends there. The guest stays in the app they booked in. Your desk sees that conversation in the Resly inbox. Expedia bookings are answered by email, because Resly documents no Expedia thread to write into.
Can TravelPal change a Resly reservation?
No. Everything TravelPal puts into Resly is a message. The one field Resly documents as writable on a booking is the door PIN, which TravelPal never writes. Service items and arrival windows are read-only. So an extra clean the guest bought is confirmed to them. Then it is passed to your desk as one line to post in Resly.
We have permanent tenants in the same building. Will the concierge message them?
No. Resly marks a room that is let to a long-term tenant, and TravelPal skips those rooms. It also skips any room not set to active. Only active rooms become properties. So a management-rights building is safe to connect, even when holiday lets and residents share one Resly account.
Not the system you use?
TravelPal connects to 33 property management systems. Below are the systems closest to Resly in how widely they are used.
Updated
Resly is a trademark of its owner. TravelPal is not affiliated with or endorsed by Resly.