AI guest messaging for Track by TravelNet Solutions
TravelPal connects to Track with your own Track host, a server key, and its secret, then answers guests in the conversation Track keeps on the stay's folio. Track decides which channel each reply goes out on, from the channels that thread already has, so an Airbnb guest stays inside Airbnb and an email guest keeps their email. It reads your units, reservations, folio charges, and CRM contacts, and because Track carries a real note that is not public, anything held for your team lands on the record your team already works in.
One connection, running both ways. Every item on it is detailed below.
What TravelPal reads from Track
Track is what established US vacation rental property management companies run when reservations, the folio, and the CRM contact all have to sit in one system.
Units become properties
Name, street address, the long description, directions, house rules, your check-in and check-out times, minimum age, occupancy, and the bedroom and bathroom counts 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, including 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, and so are Checked In and Checked Out, which is deliberate: the guest in the unit and the guest who left this morning are the two who ask the most. A cancellation stops the concierge.
The conversation, and who wrote each line
Track stamps a sender role on the event: the guest, a host, one of your staff users, an auto-responder, an automation, or the channel itself. TravelPal reads that role rather than inferring anything from which direction a message traveled, so when a person on your team answers in Track the concierge knows a colleague spoke and leaves the thread to them.
The CRM contact outlives the booking
A Track contact is one person, not one booking, and Track will list every reservation that contact has ever made. TravelPal joins a returning guest on that contact, so their earlier stays and what they told your team last time are in hand before they write.
The folio, line by line
Charges, payments, taxes, and credits arrive with Track's own line types, and a line Track has voided is dropped so a struck charge is never counted twice. The concierge knows what a stay has already been billed before it offers anything, and 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
Every message goes out through Track, never around it, so your own inbox shows exactly what each guest was told.
Replies on the channel Track chooses
TravelPal posts to the folio without naming a channel. Track knows which channels that conversation actually has and picks from its four: email, SMS, an Airbnb thread, or a VRBO thread. Track then says which one it dispatched on, and that is the rail TravelPal records against the stay, so your team is never guessing how a guest was reached.
Team-only notes, on the guest's own record
Track carries a real note that is not public, written on the same folio as the guest messages. A sale, a promise made to a guest, or a question TravelPal holds for a person goes there, beside what the guest actually received, so your team reads it where it is already looking.
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, so nothing in your accounting moves because a guest asked a question.
Connected in four steps
The credentials are yours to create inside Track. TravelPal does the rest itself.
Find your own Track address
Track gives every customer their own host, so 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 default it to.
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, so there is no form to TravelNet Solutions and 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, so a wrong domain or a mistyped key shows up in the same minute. Track mints no token and holds no daily budget, so a bad paste costs a retry and nothing more. Track keeps no shared practice environment either, 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, so a unit edit or a new booking reaches the concierge without anyone exporting anything. It asks for the long-form text every time as well, because Track leaves descriptions, directions, house rules, and unit notes out of any reply that does not request them.
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 Track connection will not do
Every property management system draws its own lines, and the ones Track draws are worth knowing before you switch anything on. TravelPal works inside them rather than around them.
Track does not push, so TravelPal asks
Track runs no outbound event feed to other systems, so TravelPal sweeps for what changed rather than being told the instant it happens. A new guest message is picked up on that sweep, not the second it lands, and a reply typed by one of your own team is noticed the same way.
Sold time changes reach your team as a note, not as an edit
TravelPal does not move a Track reservation's dates or its planned arrival and departure times. A paid late checkout arrives as a note on the folio and a message to your team, who make the change in Track. Extra nights are not sold on Track either: 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, because that free-text field is exactly where a lockbox combination gets typed. A guest asking how to get in is answered from what you have given the concierge, or handed to your team. See how we handle what the AI will not say.
Track carries no guest language
There is no language or locale on a Track reservation or on the CRM contact, so nothing tells TravelPal in advance that a guest reads German. It takes the language off the guest's own first message instead, which on Track is the only place it exists.
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.
Track integration FAQ
Do I need TravelNet Solutions to switch anything on first?
No. The key and the secret are made inside your own Track instance, under Company Setup, then API Keys, then + Server Key. Your instance issues them, which means 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?
Because Track gives every customer their own host. Your Track is at your own domain, something like acme.trackhs.com, and there is no shared address that would reach it. You paste your domain alongside the key and the secret.
Can TravelPal leave a note in Track only my team can see?
Yes. Track carries a real note that is not public, on the same folio as the guest messages, and that is where sale notes and anything TravelPal holds for a person go. Your team reads them 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, so a paid late checkout comes to your team as a note on the folio rather than as a silent edit to the record.
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