What is the Reply score?

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’ on the top left corner of your extranet inbox page.

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 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.

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