We have three exciting opportunities available for technical support agents to join the Resly family. This role is responsible for providing top-notch customer service to our users by troubleshooting technical issues and helping them resolve problems related to our products and services.

The ideal candidate will have a strong background in technology and a passion for helping others. If you have excellent communication skills, a friendly and patient demeanor, and a problem-solving mindset, we encourage you to apply.

As a technical support agent at Resly, you will have the opportunity to work with a dynamic and supportive team while gaining valuable experience in a fast-paced and constantly evolving industry.

Don't miss out on this exciting opportunity to join our team at Resly. Job description and application details can be found here.

We are still processing and sending emails, but with a large delay. We are working on ways to speed up the queues so that we can get through the email backlog as quickly as we can. We'll let you know as soon as we have additional updates to share.

We're still working on getting through the sending queues. You may see a delay in events on the activity page while we try to speed up the queue sending process.

Hey everyone, thank you for your patience as we work through these issues today. We are all hands on deck here, and we'll continue to post updates here.

We want to reiterate that we are sending email, but with significant delays due to an issue with one of our providers. We'll post updates as soon as we know more.

Outbound sending is currently delayed due to an issue at a third party provider. 

We are unable to retrieve any transactions after 13th Dec for any NAB customers. We have reported the outage to NAB who are investigating it with high priority. 

This outage only affects properties that have their NAB trust account linked via the Open Banking connection. 

We will continue to update this post with more information as it is received. 

The Resly team will be operating with skeleton staff over the festive season while we spend time with our families and recharge! 💪 

☎ Phone support hours will be reduced between Christmas and the New Year. 

📩 Email support will remain open without change, however there may be a delay in our response time - we will still aim for a same day resolution though!  

As always, emergency assistance is available outside of support hours. The main line will divert to a message bank where you are prompted to leave a detailed message. After hours support will call you back.

Updated holiday hours as follows:

Friday 23rd December: Day before Christmas Eve - Phones closed from 3pm, email remains open. 

Saturday 24 December: Christmas Eve - Phones CLOSED, email remains open.

Sunday 25 December: Christmas Day - CLOSED

Monday 26 December: Boxing Day - CLOSED

Tuesday 27 December: Christmas Day (observed) - Phones CLOSED, email remains open. 

Wednesday 28th December - 30th December - Phones closed from 3pm, email open till 5pm

Saturday 31st December: New years eve - Phones CLOSED, email remains open. 

Sunday 1 January - New Year's Day - CLOSED.

Monday 2 January - New Year's Day (observed) - CLOSED.

Tuesday 3rd January - Regular hours resume! 

VRBO have been notified by a number of partners they are receiving spam inquiries asking to pre-approve bookings when they are set to instant book.

We ask that you please don't engage with these types of inquiries.

The requests are normally for only 1 guest and have messages similar to the ones shown here:

If you receive an inquiry that looks suspicious, please forward it to VRBO's automated processing system at: spoof@vrbo.com.

You can also follow the below instructions to mark these as spam:

Login to your Vrbo Account

1. Select Inbox
2. Select the filter and change it to Enquiries
3. Mark the spam inquiries and select Actions
4. Select Mark as Spam

This will remove the enquiry and stop the guest from contacting you again.

📱️Introducing Premium SMS

Upgrading to premium SMS will allow you to bulk send & automate messages, as well as give you the option to receive SMS replies (2-way messaging).

This is a paid feature, which means SMS messages that are sent from your account will be charged and billed to you. 

With Premium SMS you can:

• Send bulk SMS messages from the Dashboard Arrivals/Departures/In House/New Bookings, Reservation List, Tenancy List and Account List including owners. 
• Automate SMS messages just like you can with email templates.
• Send SMS messages of any length. 
• Receive replies in Resly (will attach to the booking as well as alert via the bell icon). Requires an allocated number. 

Premium SMS is invoiced monthly on or around the 8th day of each month in AUD dollars. Example of the pricing below:

A dedicated Australian mobile number is required to receive SMS replies. Validated as spam‑free. $7.50 (USD) Per Number, Per Month.

If you would like to activate Premium SMS, please send an email to support@resly.com.au. Please advise us if you require 2-way messaging as we will need to allocate you a dedicated phone number. We can then send you a Premium SMS Addendum for signing.

Once we receive a signed addendum back, we will activate the premium SMS feature for your building.

Jobs not progressing past "in-progress"

Incident status: Monitoring

Thank you for your patience. Basiq have released a fix for the issue and are monitoring.

We will update you on root cause and any other actions needed.

Time posted

Dec 8, 11:30 AEDT

New incident: Investigating

Jobs are currently hanging on "in-progress" status on the "retrieve-transactions" step. Issue affects all data retrieval jobs.

The retrieve-accounts step is completing as normal and you will be able to fetch account-level data as normal; however, new transactions data will not be available.

We are investigating and will have an update shortly.

To help speed up the account verification process when calling Resly support, you will now be prompted to share a 4 digit account pin. 

Your account pin is unique to your user and is regenerated throughout the week. 

To find your account pin, click on the drop-down menu on the right hand side, next to your property name and logo. You should see a 4 digit pin next to your user name. 

If the caller is unable to provide the correct account pin, our support team will not be able to verify the caller and therefore unable to provide support. 

RoomPriceGenie is the easiest way to ensure that your rooms are priced right, every night. Purpose-built for the independent hotelier, RoomPriceGenie provides first-class automated pricing that’s easy to implement, intuitive to use and simple to understand. It’s the perfect combination of technology and human, managed by a dedicated, experienced revenue manager.

In an industry that seems to be changing overnight and is fraught with unknowns, someone had to find a way to automate the most important & complex task at a hotel - pricing. Using a combination of advanced market intelligence, change in reservations and our demand and supply calculations, our powerful algorithms optimise to find the perfect price. We empower passionate hoteliers to maximise pricing, grow your business and spend more time with your guests. This is why RoomPriceGenie is already trusted by hundreds of property owners around the world, just like you. So you can go back to doing what you do best, making your guest feel welcome and providing a great stay. It’s revenue you can count on.

For more information on how your hotel can benefit from RoomPriceGenie and access a free trial, contact matthew@roompricegenie.com or call +64 27 320 6144.

Resly is looking for a few more superstars to join our team based on the Gold Coast. 

If you know anyone who would be a good fit, please share the links below. 

Business Development Representative - (One position available)

Technical Support Agent - (2-3 positions available).