Following feedback and many conversations with owners and guests over these few weeks we’ve changed the main trigger we review in the response rate calculation. From today, we’ll look purely at recent enquiries rather than enquiries in a timeframe to measure response rate.
How your rate is calculated
- The rate now reflects how many times you’ve responded within 48 hours to your most recent 20 enquiries (or as many as you have, if less than 20).
- It’s based on enquiries sent after 22 May 2013.
- Coming soon: duplicate enquiries sent within 48 hours will not count towards your rate, so you’ll only have to respond to one enquiry. We’ll provide an update on this over the next couple of weeks.
Full details are available in our Help section.
Even more than before, the power to control your rate is in your hands. Tracking recent enquiries ensures that every time you receive a future enquiry you have the influence to improve your response rate. For every new enquiry received, the oldest enquiry currently factored into the rate, is excluded from the calculation.
We have tested and surveyed extensively, and we will continue to optimise this feature as we do all elements of our product. Your feedback has been very valuable in this revision. But everything tells us this feature is the right one to introduce now.
What holidaymakers say
In 14 years, the most common holidaymaker complaint we’ve received, and still receive every day, is that they’ve not received a response to an enquiry. That’s not a great experience and it affects every owner listed with us because there’s the risk that the holidaymaker assumes this behaviour to be site-wide, not just a spot of bad luck.
Response rate gives prospective guests a heads-up. And it gives owners a self-influenced tool to say ‘pick me’.
Help is at hand
We know there are few home owners whose sole job is running their holiday let business. We know you’re busy, but we know you want to offer great service and accommodation. Our free mobile app, My Property, is designed for that very reason. If you turn on ‘push notifications’ you’ll be alerted instantly to a new enquiry or booking request the moment it hits your Holiday Lettings Inbox. From the app you can respond to enquiries and send quotes.