AI guest messaging for Track by TravelNet Solutions
TravelPal connects to Track with your own Track host, a server key, and its secret. It answers guests in the conversation Track keeps on the stay's folio.
One Track connection works in both directions. Each item is explained below.
What TravelPal reads from Track
Track is for established US vacation rental property management companies. They use it when reservations, the folio, and the CRM contact must be in one system.
Units become properties
TravelPal reads the name, street address, long description, directions, and house rules. It reads your check-in and check-out times, minimum age, and occupancy. It also reads the bedroom and bathroom counts, which Track keeps in separate full, three-quarter, and half fields. Photos arrive in the order you set in Track, with their captions. All of it lands in the knowledge base the concierge answers from. That includes the notes field Track keeps on the unit.
Reservations, and what Track means by each status
Track's own status words are read as Track writes them. Hold and Inquiry wait. Confirmed is a live stay. Checked In and Checked Out count as live stays too. This is on purpose. Two guests ask the most: the one in the unit and the one who left this morning. A cancellation stops the concierge.
The conversation, and who wrote each line
Track marks each event with a sender role. The role can be the guest, a host, or one of your staff users. It can also be an auto-responder, an automation, or the channel itself. TravelPal reads that role. It does not guess from which way a message traveled. So when your team answers in Track, the concierge sees it when it next reads the conversation. It then leaves the conversation to them.
The CRM contact outlives the booking
A Track contact is one person, not one booking. Track lists every reservation that contact has ever made. TravelPal matches a returning guest on that contact. Their earlier stays, and what they told your team last time, are ready before they write.
The folio, line by line
Charges, payments, taxes, and credits arrive with Track's own line types. A line Track has voided is dropped, so a voided charge is never counted twice. The concierge knows what a stay has already been billed before it offers anything. It adds no charge of its own. A sale reaches your team as a note, and the people who own the ledger post it.
What TravelPal writes back to Track
Every message goes out through Track, never around it. So your Track inbox shows exactly what each guest was told.
Replies on the channel Track chooses
TravelPal posts to the folio and does not name a channel. Track knows which channels that conversation really has. It picks from its four: email, SMS, an Airbnb thread, or a VRBO thread. So an Airbnb guest stays inside Airbnb, and an email guest keeps their email. Track then says which one it used. TravelPal records that channel against the stay. Your team never has to guess how a guest was reached.
Team-only notes, on the guest's own record
Track has a real note that is not public, written on the same folio as the guest messages. A question TravelPal holds for a person goes there. So does a reply it judged unsafe to send. That can be a reply your quiet hours held overnight, or one on a subject you left to a person. It sits beside what the guest actually received, so your team reads it where it already looks.
The reservation itself is left alone
TravelPal writes messages and notes to Track, and nothing else. Dates, planned arrival and departure times, rates, and the calendar stay exactly as your team set them. Nothing in your accounting moves because a guest asked a question.
Connected in four steps
You create the access details yourself, inside Track. TravelPal does the rest itself.
Find your own Track address
Track gives every customer their own host. Your Track lives at your own domain, something like acme.trackhs.com. That domain is the first thing TravelPal asks for. There is no shared address to use instead.
Make a server key
In Track: Company Setup, then API Keys, then + Server Key. The key and the secret appear on the same screen. Your own Track instance issues them. There is no form to send to TravelNet Solutions. Nobody outside your company can create them for you, us included.
Paste the domain, key, and secret into TravelPal
TravelPal checks them by asking your host for a single unit. A wrong domain or a mistyped key shows up within the same minute. A bad paste costs a retry and nothing more. Track also has no shared practice environment, so the connection reads your live units from the first request.
Units and reservations arrive on their own
There is nothing to switch on inside Track. TravelPal asks your host what has changed since it last looked, and keeps asking. A unit edit or a new booking reaches the concierge without anyone exporting anything. TravelPal also asks for the long text every time. Track leaves out descriptions, directions, house rules, and unit notes unless a request asks for them.
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 Track connection will not do
Know the limits of Track before you turn anything on. Every property management system has its own limits. TravelPal works inside them, not around them.
Track does not push, so TravelPal asks
Track sends no outbound event feed to other systems. So TravelPal checks for what changed. It is not told the instant something happens. A new guest message is picked up on that check, not the second it lands. A reply typed by one of your own team is noticed the same way.
Times and dates stay as your team set them
TravelPal does not move a Track reservation's dates or its planned arrival and departure times. TravelPal sells no early check-in, late checkout or extra night on a booking that came from Track. When a guest buys an extra you price yourself, like a damage waiver or an extra clean, the sale is emailed to your team. The calendar stays your team's to read and to hold.
Check-in instructions stay where you put them
Track keeps a check-in details field on the unit, and keeps door codes in records of their own. TravelPal reads neither and never repeats them to a guest. That free-text field is exactly where a lockbox code gets typed. A guest who asks how to get in is answered from what you gave the concierge. Otherwise, your team is told. See what the AI will not say.
Track carries no guest language
A Track reservation or CRM contact has no language or locale. So nothing tells TravelPal in advance that a guest reads German. TravelPal takes the language from the guest's own first message instead. On Track, that is the only place it exists.
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.
Track integration FAQ
Do I need TravelNet Solutions to switch anything on first?
No. You make the key and the secret inside your own Track instance. Go to Company Setup, then API Keys, then + Server Key. Your instance issues them, so nobody outside your company can create them for you, TravelPal included. Paste them in and the connection works.
Why does TravelPal ask for my Track web address?
Track gives every customer their own host. Your Track is at your own domain, something like acme.trackhs.com, and no shared address would reach it. You paste your domain with the key and the secret.
Can TravelPal leave a note in Track only my team can see?
Yes. Track has a real note that is not public, on the same folio as the guest messages. Anything TravelPal holds for a person goes there. Your team reads it in the guest's own record, next to the messages the guest actually received.
Will TravelPal change anything on a Track reservation?
No. TravelPal writes guest messages and notes, and nothing else. Dates, planned arrival and departure times, rates, and the calendar stay as your team set them. A sale is emailed to your team. It is not a silent edit to the record.
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Track is a trademark of its owner. TravelPal is not affiliated with or endorsed by Track.