Tag Archives: response

How the response rate works

Most people now have access to the internet through a mobile device, so sending and receiving messages quickly has become the norm. When booking a holiday online, travellers will expect the same quick response and won’t want to be kept waiting, especially if they’re trying to make travel arrangements at the same time.

The response rate on your ad is there to encourage travellers to enquire as they can see that, if a response rate is good, they won’t need to wait too long for a reply.

Where can I find it?

Your response rate appears by your name on your listing. It appears after you’ve received your fourth enquiry.

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It’s based on whether or not you’ve responded within 24 hours to your last 20 enquiries or booking requests. If you’ve not yet received 20, the percentage is based on those you have received.

Your response time is displayed on the conversation page and your average response time for the last 20 interests.

Why is it important?

Travellers are much more likely to book with you when they receive a fast response to their enquiries.  We’ve provided a 24-hour window for you to send a response, but responding within six hours doubles your chances of a booking. And there’s more:

  • Responding quickly shows you’re proactive and don’t like to keep guests waiting. Not only will you be more likely to confirm the booking, it bodes well for a good relationship with your guests resulting in repeat bookings and glowing reviews.
  • Your response rate is the biggest factor affecting your position in the search results. Maintaining a good response rate means that more travellers can easily find your property.
  • If your response rate is poor, travellers who’re looking to book last minute will shun your ad in favour of another with a higher response rate. Getting a reply quickly is even more important when time is limited.
  • If travellers repeatedly have to wait a long time for a response, we’ll have no choice but to remove the advert to avoid any further frustration.

How to improve your response rate

Reply within 24 hours to every enquiry and booking request (or better still, within the first few hours) to get a 100% response rate. We know you’re busy and this isn’t always easy, so here are some helpful tips:

  • Have a smartphone? Our free mobile app makes it easy to manage bookings from your iPhone or Android device. Download the app to respond to enquiries on the move.
  • Log in often and make sure your ad is kept up to date so you don’t need to worry about checking any details before confirming a booking.
  • As you probably already know, your account contains default messages for your guests to accompany your responses. Make sure you’re happy with them so you’re less likely to need to make any edits before responding.

More like this

Response rate: time for 24 hours

Using message templates

The mobile app – an owner’s review

 

Responding to guest reviews: top tips

Did you know that the way you respond to a review can be more important than the review reviewsimageitself? Our studies suggest that, whatever their rating, reviews on adverts with responses get an average of 12 per cent more enquiries than those without.

Tips for responding to reviews:

  • Respond as soon as you can but make sure you have carefully considered your response before submitting it. Don’t forget to check it for spelling and grammar.
  • Once you’ve written your response, sleep on it and look at it again with a fresh pair or eyes in the morning; you’ll probably find that you end up changing it again for the better.
  • Ask a friend or family member to read it. They might spot something you’ve missed and offer an alternative perspective.
  • Try not to say too much: just thank the guest for their feedback and suggestions, apologise if necessary and address the main points. Try to keep your response to a few paragraphs and keep it shorter than the review itself if possible.

Here are some examples of good responses to reviews.

A great review:

“We just wanted to say thank you for a great holiday at Rose cottage. You’d thought of everything right down to the travel games for the kids in the welcome pack. Everywhere was so clean and the outdoor shower was great for cleaning up after a day at the beach! Just a shame we had more rainy days than sunny ones but we will definitely be back bring better weather next time! We’re recommending it to our friends too.”

Response:

“Thank you for leaving such lovely comments. It was a shame about the few rainy days that you had so I hope you put those games to good use! We’re glad that you enjoyed your holiday and will look forward to seeing you again”.

✔ The responder shows they are polite in thanking the reviewer for their comments from the outset

✔ They’ve addressed the issue of the weather and turned it into a positive by highlighting that they have board games at the home for rainy days

✔ They have reinforced that the guest had a great time despite the weather and welcomed them back to encourage a repeat booking

A not-so-great review:

“We were so disappointed staying at this apartment. The microwave was broken when we got there so we couldn’t use it which was really inconvenient. When we arrived it was so windy and cold so we couldn’t go to the beach and loads of places were closed. The theme park was shut and so was the zoo. We couldn’t find many places to eat out so ended up cooking at the apartment most nights. Everyone was so bored there was nothing to do at all. It says on the advert that the pool would be heated but it wasn’t so we couldn’t use that either. All in all, I wouldn’t recommend it to anyone.”

Response:

“Thank you for your comments. We’re so sorry that you didn’t enjoy your holiday. We do say in the advert that the pool is heated but only from May to September and your stay was in early October. We do offer great deals when travelling out of season but warn our guests that some local attractions may be closed. There are many beautiful walks nearby and local restaurants that are still open. Unfortunately, we were unaware that the microwave was not working so we thank you for pointing this out to us and apologise for any inconvenience it may have caused you. We have now replaced it with a new one.”

✔ The advertiser has thanked the reviewer for their comments and the response is concise

✔ They’ve addressed the main issues regarding the broken microwave and the fact that the guests chose to stay out of season

✔ They are managing the expectations of future guests who may choose to book out of season and have said they will replace the microwave

✔ The guest complaint has been acknowledged and an apology given where necessary

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