Resly guest messaging, answered in the guest's own thread
TravelPal answers a Resly guest on the rail the booking gives it: an Airbnb, Booking.com or VRBO stay is answered inside that channel thread, and every other guest by email. It reads your rooms and room types, your reservations and the service items already sitting on a folio, so an answer is about the unit the guest is standing in rather than the rate category it was sold under. Everything TravelPal puts into Resly is a message, so a sold extra reaches the guest as a confirmation and your desk as one line to add.
One connection, running both ways. Every item on it is detailed below.
What TravelPal reads from Resly
Resly is run by Australian and New Zealand hotels, hostels and management-rights buildings, where holiday lets and permanent residents sit in the same block and the same Resly account.
The room is the property, the room type is the description
Resly separates a room, the unit a guest sleeps in, from a room type, the category it was sold under. TravelPal keys each property to the room, so eight units in one category never answer with a ninth unit's check-in instructions. The room type fills in the detail: address, photos, amenities, occupancy, and Resly's switches for pets, smoking, events, children and adults only, which are the only house rules it carries.
Reservations arrive with the agent that sold them
Resly records the selling agent as text your own team set up rather than as a fixed vendor list, so TravelPal matches on both the agent code and the agent name before it decides an Airbnb guest is an Airbnb guest. Arrival and departure are windows, 3:00PM to 4:00PM rather than a clock time, and TravelPal works from 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 reservation statuses, confirmed, pending, waitlist and cancelled, and no completed or checked-out one, so a booking still reads as confirmed long after the guest has gone. TravelPal works from the check-out date on the reservation rather than from the status, so 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 gathers all three in the same conversation record, and that record is the only route to the email and SMS trail. TravelPal reads it oldest line first, because Resly states no ordering for its history, so the concierge starts already knowing what your desk has said. A changed reservation is announced without saying what changed, so TravelPal re-reads the whole booking and re-checks the window for anything the announcement missed.
Extras already charged to the folio
Resly's service items are the transfers, extra cleans and late checkouts your desk has already added to a reservation, in that reservation'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, the key number, the kiosk PIN, your housekeeping notes and your internal notes all sit on a Resly room or reservation as ordinary fields. TravelPal strips every one of them before anything reaches the concierge, so no helpful answer can hand out an access code: see how we decide what a guest may be told.
What TravelPal writes back
Every message goes out through Resly, never around it, so your own 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 running inside the booking app. TravelPal sends there, through Resly and never around it, so the guest answers where they booked and your desk keeps the whole exchange in the Resly inbox.
Email, with a subject that matches the message
Resly requires a subject line on an email send. TravelPal uses the opening line of the reply itself rather than a branded template, because 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 rather than guessed into a thread that may not exist, and a booking carrying no email address is reported to your team as unreachable instead of quietly skipped.
SMS only when your team asks for it
Resly can text the guest's mobile number, and TravelPal will, but never on its own initiative. A text nobody expected costs you money and lands as a different sort of contact, so it goes out only where your team has chosen it.
Connected in four steps
Resly switches API access on for your account, and TravelPal does the rest itself.
Activate TravelPal in Resly's Integration Marketplace
Resly issues API keys from the Integration Marketplace inside Resly rather than from a general settings screen. Open the TravelPal listing there, click Activate Integration, then Generate API Key. Resly issues it with the three scopes this connection uses: Read Reservations, Read Messages and Create Messages. If the listing is not showing 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, so both are copied in one pass. Resly also publishes a test host, so the connection can be proven against test data before it reaches a real guest, and Deactivate Integration in Resly ends it immediately whenever you want.
Set the time zone for each building
Resly gives a room an address, a city and a state, and never a time zone. TravelPal sets the zone with you during onboarding, because Queensland does not observe daylight saving while New South Wales and Victoria do, and every scheduled message, quiet-hours clamp and upsell cutoff is measured against it: see how the timing works.
Rooms import, and residents are left alone
Active rooms become properties, one per unit, so two rooms sharing a room type arrive as two properties with their own check-in instructions. A room Resly marks as let to a long-term tenant is skipped, as is any room not set to active, so the concierge is never pointed at somebody's home.
The dashboard shows the connection the whole way: connected, last sync, and any error in plain words. The rest of going live is covered in what onboarding involves.
What the Resly connection will not do
Every property management system draws its own lines, and the ones Resly draws are worth knowing before you switch anything on. TravelPal works inside them rather than around them.
Sold extras reach your desk, not the Resly booking
Resly publishes a read for service items and no write, and its arrival and departure windows are read-only, so a late checkout the guest bought cannot be posted onto the reservation by us. TravelPal takes the sale, the payment and the confirmation to the guest, then gives your team the one line to add in Resly: how the upsells work. The only field Resly documents as writable on a reservation is the door PIN, and TravelPal never touches it.
Channel, email and SMS all reach the guest
Those three are the whole of Resly's message vocabulary, so there is no rail in a Resly conversation that your team can read and a guest cannot. TravelPal will not fake one by posting something the guest can see. A reply it is not sure about is held back, and the question goes to your people where you already work.
A night cannot be checked or held in Resly
Resly reports free units as a count per room type rather than per room, so it cannot say whether this particular unit is free tomorrow, and it publishes no way to hold a date. TravelPal therefore does not sell a night on Resly. A guest asking to stay on is answered, and 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, so a person at your desk, a Resly automated message and TravelPal all arrive under the same one. TravelPal knows its own sends by the message ID Resly hands back, treats every other property message as one of your people, and stands back. That is the safe direction, and it means a Resly automation posting into a thread can quiet the concierge until the guest writes again. Tell us which of your Resly messages are automatic and the rule is tuned around them.
Where the AI is not sure, it stops and asks your team rather than guessing. That is the same on every system: see the 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 has to be available to your account first. That is a note to your Resly account manager, not a form. From there you open the listing, click Activate Integration and then Generate API Key, and 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, so the guest stays in the app they booked in and your own 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 reservation is the door PIN, which TravelPal never writes, and service items and arrival windows are read-only. So a late checkout or extra clean the guest bought is confirmed to them and passed to your desk as a single 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, along with any room not set to active. Only active rooms become properties, which is what makes a management-rights building safe to connect when holiday lets and residents share one Resly account.
Not the system you run?
TravelPal connects to 33 property management systems. These are the ones nearest Resly in how widely they are used.
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