3
Reply Score
Hi Everyone,
Are you finding that Reply Score is really messed up?
I think that something not right how it calculated.
I never missed any responds and reply within minutes or 1 hour latest. But my reply score is 89%.
Why?
I think that Extranet and Pulse not working together well on respond score regards.
Many times I respond on my cell phone using Pulse, and see red " unanswered message on Extranet". When I click on it to respond, it saying " Someone already responded". * ( Which was me on the Pulse, or on Extranet)
I think, that 2 sites not in the sync. What do you think? What is your score on responds?
I think it is important to fix because it does affect our performance.
Thank you, Marita
Best Guests to All
You are right that something isn't right. I'm not sure what though.
I hate trying to reply from my phone - I hate phones - they're too fiddly. When I get a message, I always mark as No Reply Needed in Pulse. I then go backwards and forwards a couple of times to make sure the little red dot is gone. I then have time to finish what I'm doing and go to the extranet on my laptop when I'm ready.
Sometimes, guests ask me to book a car ferry ticket for them, so I need to check prices and send them a reply with pricing and payment info. It could be more than 1 hour before I can check pricing and send the info, but because I have marked as "No Reply Needed", there's no rush.
So in theory, my reply score should be 100% on every property. It isn't. I've only checked 3 properties and this is what I see:
Property 1) has a lot of bookings recently but doesn't have a reply score,
Property 2) has not had any bookings, has no messages in the inbox, has a reply score of 90%
Property 3) had a lot of bookings last year, no messages this year, but has a reply score of 100%
So yes, something is wrong, but Booking.com will deny any problems or bugs, and they certainly won't fix anything!
Hello Marita! Thank you for posting in the Community. I'm not sure it should work like this, I will share this with the product team.
Hello Sergei,
Thank you for share my post with the product team. I did also sent this report through the Extranet some time ago, but could not see any replies.
I really appreciate your help.
Marita
Dear Marita,
Sometimes there are bugs but my reply score is 100%. Have in mind that I have templates for reservations, for directions, for arrival time etc.
If you have troubles...I think its better you report it through your Extranet inbox directly to booking.com. I think BDC will support you the best way.
My experience is that booking.com has always given me best solutions, our collaboration is excellent....
Having positive attitude helps....
Wish you well.
Hi Marie,
I have use templates as well. I never miss any responds and reply within minutes or hours, I have many requests from China, Japan and other countries with the time difference of 9h. But when I wake up, I always reply first thing in the morning. I would give myself 100% respond score but I see 89% and it doesn't feels right.
Marita
Hi Marita,
I can feel your frustration. It’s not nice when you do your best and it’s not recognized.
Hopefully, Product team can help clear this troubling issue.
Wish you all the best.