What is the Reply Score?

Research shows that guests appreciate quick replies to their requests and messages.

To help make sure you're replying to guests promptly, we display a "Reply Score" on the top left corner of the Extranet's inbox page.

By answering guests as soon as possible, you’ll improve both your Reply Score as well as guests' overall experience. On top of that, partners with high scores also tend to have lower cancellation rates and higher review scores.

How your Reply Score is calculatedYour Reply Score is updated daily and reflects the percentage of messages you've replied to within 24 hours, for the previous 30 days.

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 "No reply needed" within 24 hours aren't included in the Reply Score calculation.

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