Resly
By Resly Pty Ltd
The typical implementation process for Resly software:
Initial consultation: Meet with the Resly team to assess business needs and discuss goals.
System setup: Configure the platform for property specs, compliance, and user permissions.
Data migration: Import historical and current property, booking, and accounting data.
Training: Staff receive tailored, hands-on training sessions (in-person or remote).
Go-live support: Launch the system with support from Resly’s customer success team.
Resly software can be customized to fit a wide range of specific business needs, providing flexibility for various property and hospitality operations.
Customizable branding: Users can tailor emails, SMS messages, and booking confirmations with their own branding elements.
Custom fields and forms: Administrators can add and modify custom fields, forms, and templates to capture property- or operation-specific data.
Flexible modules: The system supports flexible setup for properties, including pooled accounts, leasebacks, and varying business models.
Customizable reports: Resly allows properties to generate and design custom reports and analytics dashboards as needed.
Integrations: The platform natively integrates with a wide range of third-party systems (e.g., Expedia, Feefo, Mailchimp) and supports custom integrations via APIs for unique workflows or automations.
Personalized workflows: Workflows can be adjusted to fit booking, guest management, payment processing, and compliance requirements specific to a business or region.
User access controls: User permissions and access levels can be fine-tuned by role or function, supporting businesses with unique organizational structures.
Multi-property and multi-location management: The system accommodates businesses operating across multiple properties, allowing distinct rule sets or workflows for each.
Feature depth: Resly offers customizable templates, activities, alerts/notifications, and drag-and-drop modules to further adapt the user experience.
Tailored onboarding: Implementation often includes configuration specific to the client, ensuring the setup matches real-world processes.
Centralized control with local flexibility: The solution is centralized but enables property-level customizations to suit each location’s needs.
Resly offers training and support to new users, making onboarding and ongoing use both straightforward and responsive.
One-on-one personalized training: Every new client receives customized training sessions tailored to their property setup and staff needs, ensuring efficient platform adoption.
Hands-on onboarding: Guidance throughout the setup and migration process, including help importing data and configuring business processes, especially for those new to property management or switching from another provider.
Free ongoing training: Users have access to unlimited training for new features or refresher sessions as team members change or business needs evolve.
7-day support: Dedicated help available seven days a week through phone, email, and chat for technical, operational, or account questions.
Conversational digital support: Real-time and asynchronous messaging-based help that allows users to connect with support agents, keep conversations open, and resolve issues efficiently—even outside direct business hours.
Extensive online resources: Includes a knowledge base, online FAQs, forums, and demo videos accessible to all users for self-service learning and troubleshooting.
Resly employs several robust data security measures to protect user and guest information, prioritizing privacy and regulatory compliance.
Secure cloud storage: Data is securely stored in the cloud, reducing risks of hardware theft, viruses, and malware, with no need for manual backups.
Two-Factor Authentication (2FA): Resly provides and encourages 2FA for all accounts, requiring an additional code (via app, SMS, or email) during login, which greatly reduces unauthorized access risks.
Encryption and user controls: Authentication credentials, access controls, and encryption protocols are enforced where applicable, safeguarding data both in transit and at rest.
Compliance: Adheres to Australian Privacy Principles under the Privacy Act 1988 and the Notifiable Data Breach Scheme, offering ongoing assessment and breach notification protocols.
Restricted access: Account permissions can be customized so only authorized staff can view or manipulate sensitive data, meeting business and legal requirements.
Audit logs and activity tracking: Customized reports and audit logs allow administrators to track data handling and user access to ensure regulatory and internal compliance.
Data migration policies: Sensitive personal and payment information (such as credit card data) is never migrated in violation of PCI Data Security Standards.
Rapid breach response: In the event of a suspected breach, Resly investigates and, if necessary, notifies both customers and relevant officials as per legal obligations.
Customer ownership and export: Clients retain ownership of their property data and can download, manage, or export it securely at any time during their contract.
Resly releases updates frequently, typically on a monthly or rolling schedule, driven by user feedback, compliance changes, and feature innovation.
Regular releases: Core system updates, new features, bug fixes, and improvements are often rolled out each month, with notable releases announced as soon as new functionality or fixes are ready.
Ad hoc updates: Security patches, integrations, urgent bug fixes, and compliance changes are pushed on demand, ensuring rapid response to evolving needs and vulnerabilities.
Cloud deployment: All updates are managed centrally and deployed instantly via the cloud; users do not need to manually install updates or worry about version control.
Version notifications: Users are notified of new versions (e.g., Version 1.8.0 update), and can confirm their platform is up-to-date via their dashboard.
In-platform messaging: Announcements about updates, fixes, and new features are provided directly within the Resly dashboard and support portal.
Minimal disruption: Most updates are optimized to be seamless, with minimal downtime or interruption to business operations.
Resly’s policy is that bg property managers retain full control and access to their data throughout, and after, their use of the platform.
The property data managed in Resly is explicitly acknowledged as the property of the customer, not Resly.
Customers are responsible for the content, quality, and legal compliance of their data stored on the platform.
Customers can upload, access, and download their property data at any time during their contract.
Upon termination or contract expiry, Resly provides a straightforward process and technical support to export or transfer all data, including reservation and guest information.
Data export formats (such as CSV) are supported, enabling migration to other platforms without major restrictions.
Resly offers specific contract flexibility for organizations wishing to scale up or down as their needs change, but scaling down (reducing use or seats) is subject to minimum commitments for the contracted term.
New properties, units, or users can be added by contacting Resly and executing an updated order form.
Fees for additional resources are added to the monthly billing upon expansion.
Service and support automatically extend to cover the expanded scope; new users can be trained and onboarded promptly.
Reducing the number of properties, rooms, or users does not automatically lower contract fees during the active contract term.
The agreement states: "The Fees are not refundable due to change of mind, including where you choose to reduce or cease your use of the Service during the Term."
Scaling down to a lower service level (fewer sites or users) will take effect with the start of the next contract renewal, provided adequate notice is given before the renewal notice period.
Changes to organizational scale must be formalized by signing a new or amended order form with Resly.
Fees will adjust accordingly when scaling up (immediately) or scaling down (at renewal only).
Resly’s contract renewal is automatic unless canceled with advance notice, and cancellation terms prioritize customer notification and data portability.
The standard contract term is one year, starting from the Commencement Date in the Order Form.
Contracts automatically renew for successive one-year periods unless canceled by the customer.
To avoid automatic renewal, customers must notify Resly at least 90 days before the expiry date of their intention not to renew.
Renewal contracts continue under amended terms or pricing as notified by Resly, with annual fee increases (typically 5%).
The customer may cancel (terminate) the agreement by giving 90 days' written notice to Resly.
If canceled during the contract term, the customer owes the remaining balance of fees for the full term, even if use ceases before expiry.
Upon termination, Resly provides one business day for clients to export or transfer property data; afterwards, data access is deactivated.
Technical help with data export is available at hourly rates if requested.
Resly complies with multiple regulatory and industry standards focused on privacy, accounting, and data protection to meet both legal and operational requirements for hotels and property managers.
Australian Privacy Principles (APPs): Resly is fully compliant with the APPs under the Privacy Act 1988, which govern the collection, use, storage, and disclosure of personal information in Australia.
Notifiable Data Breach (NDB) Scheme: The platform adheres to requirements under the NDB Scheme, providing prompt notification and mitigation if a data breach occurs that could result in serious harm.
PCI DSS (Payment Card Industry Data Security Standard): Resly follows best practices for secure payment processing, never migrating sensitive credit card data outside approved procedures, thereby helping properties meet PCI DSS obligations.
General Data Protection Regulation (GDPR) Alignment: While specifically Australia-focused, many of Resly's privacy mechanisms and breach protocols mirror those found in GDPR, supporting EU guest data handling when necessary.
Industry-Specific Trust Accounting Compliance: Features are designed to ensure strict compliance with local trust accounting rules, especially within the Australian management rights and holiday letting sector.
Audit Logs and Reporting: Resly provides complete transparency, audit logs, custom reports, and audit support to facilitate compliance with accounting, regulatory, and operational standards.
