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How are my response rate and response time calculated?
Your response rate and time show how quickly and consistently you initially reply to guests who want to stay in your listing. They appear on your listing page, in the About the Host section.
What counts in your response rate and response time
We consider a response to be one of these things:
- Accepting or declining a reservation request
- Sending a message back to a guest who has submitted a reservation request
- Pre-approving or declining a trip described in a booking inquiry
- Sending a message back to a guest who has sent a booking inquiry
What's most important in any of these instances, is responding to a guest within 24 hours. If you respond within 24 hours, it will improve your response rate and response time.
If you do not respond within 24 hours—no matter how long it takes—we measure it as a late response, which will decrease your response rate and increase your response time. However, it’s still important to respond after 24 hours, because there’s a chance that the guest will still be interested in booking a reservation.
What doesn't count in your response rate and response time
The response rate and response time are not 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 rate.
Calculating response rate
The response rate measures the percentage of new inquiries and reservation requests you respond to within 24 hours. It is calculated based on the inquiries and requests you have received in the past 30 days. However, if you have received fewer than 10 new message threads in the past 30 days, your response rate will be calculated based on your responses to your 10 most recent new message threads from the past 90 days. It takes into account responses to all message threads that have a countdown timer, including new messages from guests who have reached out previously, more than 30 days ago.
If a host has received 14 new messages threads, but they only responded to 12 of them, the response rate would be calculated by dividing 12 by 14, to get .86 or 86%.
Calculating response time
Your response time is the average amount of time it took you to respond to all the new message threads you received in the past 30 days. If you received fewer than 10 new message threads in the past 30 days, your response time is calculated based on your responses to the 10 most recent new message threads you received within the past 90 days.