When the AI stops
TravelPal stops the AI in a chat after a complaint or a refund request. It alerts your team and waits for a person.
TravelPal is an AI guest messaging and upsell tool for vacation rental property managers, connecting to 33 property management systems including Guesty and Hostaway, priced at $25 per unit per month. After a stop, see how escalation works.
A complaint or refund request stops the AI in that chat
A guest may ask for a refund or other compensation. A guest may open a formal case on a booking site, or threaten to take the problem further. Any of these stops the AI in that chat. TravelPal alerts your team in two ways at once: a team notification and an email to your company. Both say a person needs to handle the chat.
The stop stays on until a person on your team handles the chat. A guest who says "ok thanks" does not end the stop. The details are in what happens on refund requests.
TravelPal has stopped replying in this chat and alerted your team by notification and email.
An illustrative chat. The guest and the unit are invented.
The guardrails you set yourself.
Guardrails are limits for the AI. You set three, all in your TravelPal account, in your own words and numbers.
Topics you name go to your team
Some topics only your people should answer. You list them. TravelPal never answers one by itself. A reply that touches one goes to your team as a private note, not to the guest. Your team can send it, change it or ignore it.
A guest asked how the pool renovation will change their stay. The reply was held for your team.
Made to look like notes in your inbox. The guest and property are invented.
How much notice your cleaners need
TravelPal will not promise what your cleaners cannot do. You set how much notice they need. The AI will not sell a cleaning during a stay with less notice than that. It uses the property's own clock. More in working with your cleaning schedule.
When each upsell may be offered
Nothing is offered until you say so. Each paid extra (upsell) has its own switch, off until you turn it on. You set how far ahead it may be sold. You also set how late is too late for your cleaners to get ready.
The stops that are always on
TravelPal sets these limits for you, on every account.
Door codes are never guessed
A wrong code is worse than no code. When a guest asks for a code you keep private, the AI files a request to your team. It tells the guest the team has been notified. One unit's codes are never used to answer another unit's guest. See how door codes are handled.
The AI does not start messages overnight
No guest wants a payment reminder at midnight. Messages the AI starts on its own are held overnight. They are sent at a reasonable hour, by the clock at the property. But a guest who writes at 3 AM gets an answer at 3 AM. If your properties are in different time zones, each one uses its own clock. See multi-market portfolios.
It does not answer when your team is in the chat
If someone on your team answers the guest first, the AI's reply is held back. Replies already waiting to send are held back too. If a teammate is already active in the chat, the AI writes nothing.
The calendar is checked before any sale
A late checkout is refused when another guest arrives that day. An early check-in is refused when another guest leaves that morning. The time your cleaners need between guests is never sold.
Here is how your team sees the same stops:
The AI gave no code and guessed none. It told the guest the team has been notified.
A message the AI wanted to start overnight waits.
Someone on your team answered the guest first. The AI's reply never went out.
The time your cleaners need was never offered for sale.
Made to look like your team's notifications. The guests and properties are invented.
Pause it in one click.
You can pause the AI's sending from your account in one click, with no engineer and no ticket. The pause also applies to replies already waiting to send. TravelPal checks the setting again just before it sends each reply.
What your team still sees while it is paused
Your team still sees, in private, what the AI would have said to each guest. So switching it off costs only review time.
You can search, correct or delete every fact the AI uses in the knowledge base.
Held replies stay readable by your team. Nothing is sent to the guest while sending is paused.
Made to look like the pause switch in your account.
Safety FAQ
What happens when a guest asks for a refund?
The AI stops replying in that chat. TravelPal alerts your team with a team notification and an email. Both say a person needs to handle the chat. The stop stays on until someone on your team handles it, even if the guest says thanks.
Can I keep the AI away from certain topics?
Yes. You name topics in your own words, such as anything about refunds or the pool renovation. A reply that touches one goes to your team as a private note, not to the guest. Your team decides what the guest is told. You can edit the list in your TravelPal account. Naming no topics limits nothing.
Will it ever guess a door code?
No. If a guest asks for a code you keep private, the AI gives none and guesses none. It files a request to your team and tells the guest the team has been notified. One unit's codes are never used to answer another unit's guest.
Can I pause it?
Yes. You can pause it in one click from your TravelPal account, with no engineer and no ticket. The pause also applies to waiting replies, because TravelPal checks the setting again just before each send. Your team still sees, in private, what the AI would have said. So pausing costs only review time.
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