Post by High Priestess on May 30, 2016 15:53:40 GMT
mark shared on Hosting 911 Jan 2015
www.airbnb.com/groups/content/content-102143
Response rate plummet
I was checking my profile today and found my response rate has tumbled to 90%. Impossible! I reply all the time/everyone usual within minutes. It has ALWAYS been 100or 99. Any ideas on how to go forward with this.... I am not best pleased.
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Albena
Bridget and Mark
Bridget and Marka year ago
Hi, the same thing happened to me last week- I responded to an inquiry right away but my long held 100% rating was gone and the message did not appear in the Message History thread. Looking at the Group "Airbnb Update and Improvements" which tends to focus on tech, it seems that several hosts have had this happen lately. I suppose you could callcust support but if the message isn't visible in the system I can't see how we could prove it. One thing to note is that your percentage is calculated differently on your listing from your super host area on your dashboard, so check both places to see your %. Sorry this happened to you too!
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mark
marka year ago
Hi there - and thanks for the reply. I checked "Late or No Response" section of my inbox and there is an inquiry in there. It also has the reply we SENT 30 MINUTES after we received it. Frustrating! Even if we had missed this reply (which we didn't) - how can 1 reply equate to a 10% drop in our rate. The whole thing is silly. Thank for the heads up about SH, will check it out.
Nic and Rach
Nic and Racha year ago
I don't know.. I used to have 92 now, I have a 98% response rate.. and I hope it's not a glitch.. I'll keep the 98%
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Deborah
Deboraha year ago
I have found that there seem to be some intermittent errors with this system, and at times my response rate has gone down like yours, for no explicable reason. I even contacted customer service about it and the person I spoke with could not give a reason for it, after looking into it. Eventually it should correct itself.
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mark
marka year ago
Thanks Deborah, I really hope the same correction happens for us. Don't care about the acceptance rate, but I think a host should have a response rate of 95% or greater
Julie and Eric
Julie and Erica year ago
Did you check the inbox on the full site to see if there's anything in the "Late or No Response" section?
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mark
marka year ago
Thanks - Will do as soon as we get home. Out of country and working off my phone that shows all inquiries replied to... We don't care at all about the acceptance rate, but response rate in important to us.
Julie and Eric
Julie and Erica year ago
Definitely! It sounds like your phone is smart phone if you're using the app – you should be able to go to the inbox on your browser on your phone.
mark
marka year ago
I checked "Late or No Response" section of my inbox - thanks for letting me know. There is indeed an inquiry sitting in there from 4 days ago. It also has the reply we SENT 30 MINUTES after we received the inquiry. Frustrating! Even if we had missed this reply (which we didn't) - how can 1 reply equate to a 10% drop in our rate. The whole thing is silly.
Lynda
Lyndaa year ago
On January 2nd I noticed a message in my Airbnb inbox. I didn't get an email notification so I checked to see if I had missed something. It was a request that was submitted from a guest who wanted to stay on October 18th, 2014. He sent the request on October 16th, 2014. It never appeared in my inbox until January 2nd, 2015, on page two of the list of messages. It's happened twice now. I have always responded to requests and wasn't happy with a response rate less than 100 but I couldn't figure out what I was doing wrong. Now I know. This second software glitch is what dragged my rate back down. I've responded to and apologized to the potential guest but it's still showing as though I never responded to him and he is still pending a response from me. CS says it shouldn't have an affect but there is no other explanation. They said there is nothing they can do to reset the response rate, it will have to reset based on future bookings. Frustrating to say the least.
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mark
marka year ago
Indeed frustrating, but happy to know we are not alone. Getting no help from CS is just as frustrating. I have sent them a message, let's see what comes of it...
mark
marka year ago
No response from CS as yet. My greatest concern s that I would not even send an inquiry to a host with less than 90% response.... Troubling indeed
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scott
scotta year ago
When I have booked Airbnb places to stay at I can't ever remember looking at the host's response rate. If they respond quickly, that's great. If they are tardy, they miss out.
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mark
marka year ago
Hi Scott, it's interesting that we all have different perceptions. To me a host with a low response rate suggests a less active roll in hosting and hence a possibly less proactive attitude to problems or issues. It doesn't automatically follow of course but that's what it suggests to me. When booking another property I quickly overview the property, then read the host profile, then the property in detail.
scott
scotta year ago
Yep, we're all different. When I look for an Airbnb property to stay in, I look at price, photos/description and reviews. I often send off a couple of enquiries. I never look at the response rate. If somebody doesn't respond quickly, they miss out on the booking. Even if I did look at the response rate, 90% would not concern me at all. If I sat for an exam and got 90% I would be pretty happy.
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mark
marka year ago
Yes, 90% would be OK for an exam. I guess it's just silly pride getting in the way.
Albena
Albenaa year ago
Same here. I always respond within an hour and somehow my response rate all of the sudden dropped to 90%. There was instance when I did not se in inquiry in my inbox using the mobile Airbnb app, I saw it 2 days later in my computer. I explained the situation and the guests made a reservation.
I still had penalized for that, although I wrote to Airbnb as well.
I guess, it's a glitch in the system that need to be fixed.