Your response rate and response time measure how quickly and consistently you respond to inquiries and reservation requests.
It’s most important to focus on your response rate, which impacts your Superhost status and search placement. Your response time gives guests an idea of how quickly they’ll receive a response from you, but has less impact on your host status.
If a guest sends you an inquiry—a question, or any kind of message other than a reservation request—via Message host, you’ll need to respond to the inquiry within 24 hours to maintain your response rate. If the guest sends you a reservation request, you’ll need to accept or decline within 24 hours to maintain your response rate.
The response rate to determine Superhost status is calculated differently. It's based on your first reply to each new host/guest message thread over the past 12 months (assessed quarterly). Learn what's required to be a Superhost.
Your response time is the average amount of time that it took for you to respond to all new messages in the past 30 days.
You can locate both your response rate and time at the bottom of each of your listing pages. You can also find this info in your account under:
To improve response rate and response time, do the following as soon as you can within 24 hours of receiving an inquiry or reservation request:
Responses after 24 hours count as a late response, which will decrease your response rate and increase your response time.
Your response rate and response time aren’t affected by follow-up messages between hosts and guests. You don't have to send the final message in a conversation to maintain your response time.