Changes To Our Support System

Dear Resly Users,

We hope this email finds you well. We wanted to take a moment to update you on some changes that are coming this month to our customer support system.

To ensure that we continue to deliver the high level of service that you have come to expect from Resly, we have made a significant investment in a new customer support system. This system will be implemented the week of May 15th.

The upgrade in technology will allow us to focus on providing conversational support. Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based engagement. This means that customers and agents can be connected in real-time or asynchronously, and customers can stop and restart the conversation when it’s convenient – without ever losing context.

While we anticipate that any disruption to our service will be minimal, we want to make you aware that you may notice some differences in the way that we reply to your support tickets. However, please be assured that these changes have been made with the aim of providing you with an even better customer experience.

We are excited about the benefits that this new system will bring, including improved response times and a more streamlined approach to managing support tickets. We believe that this will help us to continue to deliver the excellent level of service that you deserve.

Thank you for your continued support of Resly. We look forward to serving you even better with our new system.

Best regards,

You Can Now Set Up Inspection Tasks For Rooms!

Hey there! We've got some exciting news to share with you! We've just launched a brand new feature in Resly PMS and the staff portal that will help you streamline your property operations.

With the Inspection tab in Resly PMS, you can create a to-do list for each room in your property. You can add descriptions, images, and more to make sure nothing gets missed. You can even change the order of tasks with a simple drag and drop!

We've also made it easy to assign default housekeepers and inspectors to each room. The default housekeeper/inspector can always view the housekeeping/inspection job in the staff portal, but can only start it if the job is not assigned to someone else and the room housekeeping status is clean.

To assign an inspection job, go to the Dashboard page and click on the Housekeeping tab. From there, you can easily assign pre-arrival checks to the inspector.

When the inspection is underway, your inspector can mark each task as done or leave it undone and add comments and images.

Inspectors can also view the inspection reports in the staff portal. This comes in handy if your inspector, let's say Kevin, finds an issue during an inspection. Kevin can check the last report made by Sarah to see if the issue was already reported.

Once the inspection is complete, you'll get a notification in Resly PMS. You can check the inspection history on the Rooms - Reports tab for each room or simply click the notification.

The Inspection tasks are also added to the housekeeping task in the staff portal. So your housekeepers can also easily mark tasks as done or undone and add comments. You can also view housekeeping reports from the Housekeeping Reports page or the room reports page in Resly PMS.

We hope this new feature helps simplify your inspections and housekeeping tasks, saving you time and making your job easier!

If you have any questions or need assistance with the new Inspection functionality via Resly Staff Portal, feel free to reach out to our support team. You can also leave a comment below with your name and company, and we'll get back to you via email as soon as possible. Please note that we aren't able to reply to your feedback on this page directly, but we're always here to help you make the most of Resly PMS!

VRBO/Stayz Channel Messaging Live ✉️

Introducing the newest enhancement to the VRBO/STAYZ channel!

We're excited to share that you can now communicate directly with guests on VRBO/STAYZ, just like they can with Airbnb and Booking.com 🤩 Allowing for seamless communication and the best possible guest experience.

Whether it's answering questions, providing important information, or resolving issues, VRBO/STAYZ channel messaging is now live and ready for property managers to start using.

Bank feed Outage - Suncorp

Tuesday 4th April, 4pm - It looks like the issue hasn't been completly resolved. We have updated Suncorp and waiting on a fix.

Most connections are restored successfully but we are still monitoring the connection.

There looks to be an outage with Suncorp and their bank feeds. If your account has been disconnected and the bank feeds are not updating, please send the latest transactions in a CSV file to support@resly.com.au. We can manually import the transactions so you can balance and roll end of month.

Log into sunscorp online banking > select the trust account > click download transactions > file type is CSV > Date format as dd/mm/yyyy > All transactions > download.

‼ Action Required: Register Your SMS Sender ID in Australia

If you have activated 2-way messaging, then you can disregard this.

Time to take action

Hey there!

We hope you're doing well and that you’re enjoying all the recent updates to Resly! We wanted to give you a heads up about an important regulatory change that's coming up soon for our Programmable SMS Product in Australia.

In short, the Australian Communications and Media Authority (ACMA) has recently approved revisions to the Scam Code, which means that all Alphanumeric Sender IDs must be pre-registered in order to comply with these regulatory changes. Dynamic Alphanumeric Sender IDs won’t be allowed in Australia, so you'll need to pre-register your brand-specific Alphanumeric Sender IDs by April 15, 2023 to make sure your messages don't get blocked.

We know this is a bit of a hassle, but we want to make sure you're fully informed and prepared for these changes. Our SMS provider, Twilio, will require some documentation from you to complete the pre-registration process, including proof of identity, business registration license, trade license, and/or registered trademark details.

Don't worry though, we've got your back! We'll be sending you a prompt within Resly in the coming days to help you complete the registration form and provide your business details. Please make sure you have all the necessary documentation ready to upload.

You will be asked to upload a proof that you are entitled to use the Alphanumeric Sender ID in the form of a Business Registration License, examples of which include:

Australian Business Number (ABN)
Australian Company Number (ACN)
Australian Registered Body Number (ARBN)
Indigenous Corporation Number (ICN)

Effective April 25, 2023, messages sent using unregistered Alphanumeric Sender IDs will be blocked. We don't want you to experience any service disruptions, so please make sure to pre-register your Alphanumeric Sender IDs before the deadline.

What is an Alphanumeric Sender ID?

It is the name or word that appears as the sender on an SMS message, instead of a mobile number. It's a combination of alphabetic and numeric characters that can be used to identify a brand or organisation to the recipient of the SMS message.

For example, if a hotel called "ABC Hotel" were to send an SMS message, they could use "ABC" or "ABCHTL" as their Alphanumeric Sender ID instead of a mobile number. It helps recipients recognise the sender and increase the likelihood of engagement with the message.

Although our support team is unable to complete or provide your registration documents, they will be submitting the registration on your behalf. They are available if you have any questions or concerns. You can contact them at support@resly.com.au.

Thank you for choosing Resly as your technology partner.

The Resly Team

Resly Support - International Women's Day

Dear valued customers,

We are thrilled to celebrate International Women's Day with our female staff. To commemorate this special occasion, all of our female staff members will be attending an event.

Due to this, our phone support will be temporarily closed for the day. However, please be assured that our email support will remain open to assist you with any queries or concerns you may have.

Please note that there may be a delay in response time due to the absence of our female staff members.

We appreciate your patience and understanding during this time.

Thank you for your continued support, and we hope you have a wonderful International Women's Day!

Best regards,

The Resly Team

The Resort Rundown, our podcast for Management Rights!

It's official! The Resort Rundown podcast is live.

Hosted by our very own Sam from Resly, and co-hosted by Marisa from Women in and Freedom Internet, the podcast promises unfiltered conversations with different guests each episode. We'll be sharing insights and experiences from within the industry and discussing current trends and challenges.

Whether you're a property manager, industry expert or just interested in learning more about management rights, this podcast is for you.

Episode one with Stephen West is available now on Apple Podcasts and Spotify.

We're excited to share our passion for the industry and hope you'll join us on this journey.

Now You Can Do Bulk Printing!

Hello there,

We have some exciting news to share with you! We have just added a bulk printing feature to Resly, making it super easy for you to print letters to multiple recipients. This feature is now available on several pages of our platform, including:

Dashboard: Arrivals, Departures, In-house, and New Bookings
Reservation List
Tenancy List
Accounts List

With the new bulk printing feature, you can now quickly print your email templates or write your own messages to multiple recipients.

To use this feature, simply go to the relevant page and select the bulk print option. Then, select the recipients and templates, and you're all set!

We hope this feature will make your life easier and your business run smoother. As always, if you have any questions or need any assistance, please leave your name and company in the comments below, and we'll get back to you via email.

Thank you for using Resly!

Benchmark by Caatz, a powerful new tool available to you!

Attention all Management Rights and Short-Term Rental industry professionals! We are excited to announce the launch of a new benchmark tool designed specifically for your industry. Introducing Benchmark by Caatz, a powerful new tool that allows managers to answer critical questions regarding fees and charges in the industry.

Benchmark is the result of a partnership between Caatz Management Rights Accountants and Resly, and is designed to help you determine what other holiday letting businesses charge for cleaning, direct bookings, and maintenance. It also provides information on the average fees and charges across the industry, helping you compare your holiday letting business to others.

With Benchmark, you will have the data to back up your decisions regarding setting fees and charges with owners. Unlike traditional survey methods, Benchmark uses real-time data from Resly and aggregates key metrics, providing you with accurate and up-to-date information.

Quarterly results and reports are available for free to all Resly customers who agree to include their business in the aggregated data. Plus, all data provided to Benchmark is opaque, ensuring the privacy of your business, owners, and guests.

We invite you to take advantage of this innovative tool to help you make informed decisions and stay ahead of the competition in the Management Rights and Short-Term Rentals industry. Get started with Benchmark today and take your business to the next level!

Click here to activate Benchmark in the your Resly integrations tab!