Tag Archives: response rate

Response rate: time for 24 hours

Response rate calculation is now 24 hoursGetting in there quick is so important when it comes to booking enquiries – replying promptly not only helps guests with their holiday planning, it also boosts your bookings. With this in mind, we’ve changed the way we calculate response rates.

From now on, when we’re working out your response rate we’re only looking at replies within 24 hours. So, if you reply after 24 hours this won’t count towards your all-important response rate percentage.

Why 24 hours?

#1 A plus for owners

This is the most compelling factor for the change. As you can see from the graph below, quick replies clearly get more bookings. And what’s more, if you reply within 6 hours your booking opportunities double!

Fast responses = more bookings

#2 A plus for guests

In our surveys, guests indicate time and again that they shouldn’t have to wait long for a reply, especially in today’s age of instant online holiday booking. And 24 hours is the maximum guests think they should have to wait.

#3 Rewards for homeowners

Reducing the timeline to 24 hours is a natural step since most homeowners already reply within 24 hours.

#4 Keeping up with the Joneses

Other holiday let listing sites have moved to 24 hours too so it makes sense to follow the market trend.

Easy does it

We know you’re busy and that it can be hard to keep up with enquiries especially if you’re not in front of your PC. So we’ve made it easy for you – these handy tools keep you in touch with your enquiries whatever you’re doing and wherever you are:

  • Smartphone app – respond instantly to enquiries as and when they happen from your iPhone or Android phone.
  • Text alerts – get an instant free SMS message the minute a guest enquires about your property.

What’s in it for me?

Double your money

We’ve said it and the graph says it too – reply within 24 hours and your bookings will increase. Reply within 6 hours and you’re looking at doubling your orange days on your booking calendar.

Climb the search

Listings with high response rate percentages will automatically appear higher on the search rankings. So more guests will see your property, increasing your booking opportunities.

Find out more

If you’d like to read more about how we calculate response rates, read our updated FAQs.

Published: 27 March 2014

Update: response rate calculation changed

Your response rate on Holiday LettingsSince we introduced response rate to listings a few weeks ago, we’ve been tracking very closely both its effect on booking enquiries as well as feedback from both owners and guests.

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 appMy 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.

See more tips on responding to enquiries or watch our two-minute video.

See an example of the response rate on a listing