We know from research that guests really appreciate quick replies to their requests and messages.
To help you make sure you’re replying to guests in a timely manner, we display a ‘Reply Score’ in your Booking.com extranet. You can see your score in the ‘Guest messages’ section of your ‘Inbox’ tab as well as in the ‘Performance’ section of your ‘Home’ tab.
By answering guests as soon as you can, you’ll improve your Reply Score as well as guests’ overall experience. What’s more, we’ve seen that partners with high scores also tend to have lower cancellation rates and higher review scores.
How your Reply Score is calculated
Your Reply Score is shown after you’ve received your first 10 guest messages.
Updated each day, your Reply Score reflects the percentage of messages you’ve replied to within 24 hours, for the previous 30 days.
Note: If you’ve received less than 10 guest messages in the past 30 days, your Reply Score reflects the percentage of messages you’ve replied to within 24 hours, for the 10 most recent messages received.
Messages marked as 'No reply needed' within 24 hours are excluded from the Reply Score calculation.